Troubleshooting Home/Away Assist

Home/Away Assist can use both Nest product sensor data and your phone’s location to tell when you’ve left the house and when you’ve come back. Here are some troubleshooting tips if your Nest thermostat didn’t switch to or out of Eco Temperatures as you expected, if your camera didn’t turn on or off, or if your home didn’t switch modes.

Here are some basic troubleshooting steps if you have issues with your home switching modes or if any of your Nest products aren’t switching their behavior as you expect.

Check Activity History with the app

A quick look in the app will tell you why and when your home switched between modes.

  1. You can see why your home was set to Home or Away by
    going to Settings Nest settings icon and then Home/Away Assist. Scroll down
    to the bottom and select Activity History.
  2. You’ll see activity history for the last 10 days. Tap on a day
    to see details for that day’s events. You’ll be able to see
    activity that caused switching between Home and Away
    modes.
  3. Check for the days and times you think that your home
    switched modes incorrectly. For instance, you might see
    Home: Activity in the house. Living Room Thermostat
    7:30 PM meaning that your home switched out of Away
    mode because your thermostat saw activity.
  4. Once you know what caused your home to switch
    incorrectly, you can try to prevent it in the future. For
    example, you might move a product that sees too much
    activity, or turn off motion sensing for that product using the app.
Activity history page

Don’t share your email and password

Don’t share your email and password with other people who have access to your home. When more than one person uses the same credentials to sign into the app, it can cause unexpected behavior with your home and Nest products. Use the Nest app to invite other people to share access to your home. They’ll create an account with their own email and password.

If you use the Nest app for iPhone/iOS

Make sure that Background App Refresh is enabled and switched on for the Nest app. The Nest app needs this feature turned on for Home/Away Assist to work.

If you have an iPhone X or later, or an iPad, follow these steps to turn on Background App Refresh:

  1. Swipe up from the bottom to the middle of your screen and hold until you see the App Switcher.
  2. Swipe left or right to find the app that you want to use.
  3. Tap the app.

If you have a Smart Keyboard or Bluetooth keyboard paired to your iPad, press Command-Tab to switch between apps.

In some cases, things like force quitting the Nest app can cause issues with Home/Away Assist. If you notice that your home isn’t switching between Home and Away modes when it should, try quitting and restarting the Nest app. If that doesn’t work, you can also try restarting your phone.
 

Your camera didn’t switch as expected

Don’t use a camera schedule and Home/Away Assist at the same time. To disable the schedule, go to your camera’s settings and select Schedule.

Your thermostat has trouble switching to or out of Eco Temperatures

  • Make sure your thermostat is set to automatically switch to Eco Temperatures. Go to Settings Nest settings icon and then Home/Away Assist to check.
  • Check that someone else with shared access didn’t manually change the temperature and cause your thermostat to switch from Eco Temperature to heating or cooling.
  • If your thermostat was manually set to Eco Temperatures, it won’t automatically switch back to heating or cooling when someone comes home. Manually set it to your preferred heating or cooling mode, and it will resume automatic switching again.

Your home didn’t change modes

  • If you have pets, and Nest products are in rooms that your pets use often, remove them from the list of things that are helping in Settings Nest settings icon and then Home/Away Assist.
  • Check that your phone isn’t in airplane mode and that cellular or mobile data is enabled.
  • Go to Settings Nest settings icon and then Home/Away Assist and check to see that your location is correct at the top of the screen. If you’re at home, Home should be blue. If your location isn’t right, go to Settings Nest settings icon and then Home info and then Address to check that your home’s location on the map is correct.

This is a short summary of our online help article. Please use a web browser to visit support.nest.com and search for this article to get detailed help.

We’re sorry for the inconvenience. Apple prevents iOS developers from linking to pages, such as Nest’s website, that permit commercial transactions outside of an app. For this reason, we can’t simply link from the app to our normal online help article.

 

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