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Troubleshoot phone location

The Nest or Home app will ask you to update your phone’s settings if there’s something you can do to improve how Home/Away Assist works for you.

Your app regularly checks your phone or tablet settings to help make sure that your home switches between Home and Away as accurately as possible. If it sees that you can change a setting to make it work better, it will let you know by alerting you when you open the app. You’ll see a customised list of things that you should change on your device. Make sure that you change the suggested settings, although you may also want to check all the settings below if you haven’t already.

How Home/Away Assist uses your phone’s location

Note: The Nest or Home app will only show you the phone location screen no more than once a week so that you're not bothered every time you need to use the app.

If you don’t want to change your settings, you can set your app to not use your phone’s location.
In the Home app, go to your home settings and tap Presence sensing.
In the Nest app, go to Settings and tap Home/Away Assist.

Here are the things to check on your device, and how to change them.

1. Turn off aeroplane mode

Aeroplane mode can help save battery charge since it disables Wi-Fi, mobile and Bluetooth, but you may have forgotten to turn it off. Make sure that the aeroplane icon is turned off.

Control aeroplane mode on Android

2. Turn on Wi-Fi

This is one of the most important settings because it can affect location accuracy so much. Make sure that the Wi-Fi icon is highlighted in the control centre.

Note: If your device is running Android OS 4.3 or later, you don’t need to have Wi-Fi switched on. Instead, location services can periodically use Wi-Fi even if Wi-Fi isn’t on. Make sure that you’ve set location scanning to use Wi-Fi. Full instructions are given in step 4 below.

3. Turn on Location Services and set to High accuracy
Go to your phone’s Settings and select Location. Make sure that it is toggled on. Next, under 'Advanced', check that 'Google Location Accuracy' is on.
4. Set location scanning

This is another important setting because it can affect location accuracy so much.

Go to your phone’s Settings and select Location, then make sure that Wi-Fi scanning is set to on. This will let your phone use Wi-Fi to narrow down your location even if you have Wi-Fi turned off.

Note: If your device is running a version of the Android OS earlier than 4.3, it may not have a setting option for location Wi-Fi scanning. As an alternative, you should try to keep Wi-Fi turned on for optimal Home/Away Assist performance.

5. Turn on mobile data

 Go to your phone’s Settings and tap Network and Internet and then Mobile network. Make sure that the mobile data switch is toggled on. This will help to ensure that your home changes as quickly as possible when you leave or come back.

Important: If you have also set a mobile data limit to prevent additional charges, Home/Away Assist won’t be able to use mobile information after you have exceeded your data limit.

6. Set Nest or Home app settings

Note: The following steps (6, 7 and 8) only apply to Android Marshmallow 6.0 or later.

In addition to general Android OS settings, each app installed has individual settings that you may also need to change. In Settings, select Apps and scroll down until you see the Nest or Home app that you are using. Tap it and check the following settings in steps 7 and 8.

7. Don’t restrict background data

Tap Data usage and make sure that the 'Restrict app background data' is off.

This is an essential setting to make sure that the app can help control your home even when the app isn’t running.

8. Enable location permissions

Go back to the app info screen and tap Permissions. Make sure that location is on. This will let the app get data from Android’s Location Services.

Note: The app uses the standard Location Services built into Android. These services use a combination of mobile tower signal strength, Wi-Fi network information and occasionally GPS to narrow down your location if required.

9. (Home app only) Check presence sensing settings

 Note: Requires Android 4.1+

In the Home app, select Settings and then Presence sensing. Here, you can view which members of your household have enabled presence sensing on their phones and which of your device sensors are contributing to presence sensing. 

Learn more about presence sensing.

10. Restart the app

In some cases, force quitting the Nest or Home app can disable Home/Away Assist. If you notice that your home isn’t changing between Home and Away modes when it should after force quitting, simply exit the app and restart it.

Note: Some Nexus phones (5, 5x, 6 or 6p) and possibly other Android phones may report your location incorrectly on occasion, so cameras in your home might switch on or off unexpectedly. If this happens, you can remove your camera from Home/Away Assist and set a schedule for your camera to follow.

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