iOS Nest app crashes when trying to add Nest Detect

[hmol1930]

I am trying to add Nest Detects to the nest app. I have already installed Nest Guard. The app lets me scan the QR code on the Detect but when I go to click the next button on the following screen, the app crashes and closes. It also does the same thing on my iPad.  I have already tried uninstalling the app and restarting my phone but I get the same results. 

[janthadeus]

Hi hmol1930,
 

Thanks for taking some steps beforehand — it's a big help. A few questions: what’s the status light of the Detect? Is there a pending software update on your iPhone? Are there other apps running in the background of your phone while you’re adding the detect? Also, how far is the Detect from the Guard?
 

Here are some troubleshooting steps your can try:

1. Close all the apps running in the background of your phone, reopen the Nest app. Then, try it again.
2. Check for software updates on your phone. Obsolete OS versions may break some app functionality.
3. Verify your device’s Date and Time settings are correct and automatically set:
   • Settings > General > Date and Time.
   • Tap Set Automatically > toggle it off and then back on.
   • Make sure that the timezone, date, and time are correct.
4. Go to Settings > Privacy > Location Services > Nest.
5. Switch your connection from Wi-Fi to cellular data. Observe if there’s any changes on the app’s functionality.
6. Restart your phone. Turn it off for 60 seconds. Then, turn it on.
7. Restart the Detect, press and hold the device’s button for about 10 seconds. When the light ring pulses blue, release the button.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — did those steps work?
 

Regards,

JT

[janthadeus]

Hi there,

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

JT