Need help?

Repair Issues with Your Nest Device's Companion App

Authored by:
Support.com Tech Pro Team
This Guided Path® was written and reviewed by Support.com’s Tech Pro team. With decades of experience, our Tech Pros are passionate about making technology work for you. We love feedback! Let us know what you think about this Guided Path® by rating it at the end.
The majority of Nest products all interface with the Nest app which is available for both iOS and Android devices. This guide will help you resolve basic issues that you may encounter with the Nest app on your smartphone or tablet.
Various Nest devices.

? What type of mobile are you using to control the Nest?

  1. iOS tablet or smartphone
  2. Android tablet or smartphone

We're here to help!

Connect to a Tech Pro

Call or chat with a Tech Pro 24/7.

The majority of Nest products all interface with the Nest app which is available for both iOS and Android devices. This guide will help you resolve basic issues that you may encounter with the Nest app on your smartphone or tablet.
Various Nest devices.

Powering off an iPhone.

  1. Hold down the lock/power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock/power button until you see the Apple logo.

You can skip this step if your iPhone or iPad is already connected.

  • The simplest way to check to see if your iPhone or iPad is connected to Wi-Fi is to look across the top of your screen. The icon that is identified in the image below indicates that you are connected to a Wi-Fi network.
    iPhone highlighting the Wi-Fi logo.

Depending on what device (iPhone, iPad or iPod Touch) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be the same across all iOS devices and generations.

  1. From the main screen of your device, look for and open Settings.
    Home screen with setting icon highlighted.
  2. After that, go to Wi-Fi. You will see that this option also shows one of three statuses to the right:
    • Off - the Wi-Fi feature is disabled
    • Not Connected - there is no Wi-Fi connection establishe
    • the Wi-Fi connections name - there is a Wi-Fi connection already established.
    Settings page with Wi-Fi menu item highlighted.
  3. Make sure that the Wi-Fi feature is enabled by flipping the On/Off switch to the green position. Locate and tap the Wi-Fi networks name that you wish to connect to from the list.
    Wi-Fi settings page with Wi-Fi toggle highlighted and the list of available networks highlighted.
  4. Your iOS device will automatically connect to the network if there is no security enabled, or you have connected to it in the past. The checkmark and Wi-Fi symbol indicate you are connected.
    Wi-Fi Settings page with an arrow pointing to a checkmark to the left of the connected network and another arrow pointing to the Wi-Fi symbol in the status bar.
  5. If the Wi-Fi network requires a password, then you will see a small padlock to the right of its name, which also means the connection is secure.
    Wi-Fi settings page with an arrow pointing to the padlock representing a secured network.
  6. Tapping on a secured Wi-Fi networks name will prompt you to enter the password. Passwords are always case sensitive. Type it in using the on screen keyboard then tap Join on the bottom right corner. If tapping it does nothing, then it means the password you typed in is too short.
    Wi-Fi settings page with arrow pointing to password field and another arrow pointing to the Join button.
  7. If the Wi-Fi network you are trying to connect to is hidden, then tap the Other... option.
    Wi-Fi settings page with Other highlighted.
  8. Enter the Wi-Fi networks name using the on screen keyboard and tap Join at the bottom right if no password is required to connect. If a password is needed to connect to the Wi-Fi network then tap on Security.
    Wi-Fi Other Network page with name highlighted and security highlighted.
  9. Choose the type of security the Wi-Fi network has by tapping on it.
    Wi-Fi security page with a list of security protocols.
  10. Finally, type in the required Wi-Fi password and tap Join at the bottom right corner to connect.
    Wi-Fi Other Network page with arrow pointing to the password field and another arrow pointing to the Join button.

At this point your iOS device should be connected to Wi-Fi.

The next steps will take you through reinstalling the Nest app. First, we'll uninstall the app and then follow up by reinstalling it.

When instructed to remove an app, you should be removing the Nest app.
Nest app icon highlighted.

To remove an app:

  1. From your main screen, locate the app you wish to remove.
  2. Lightly touch and hold the app until it jiggles or vibrates.
  3. Tap X in the upper-left corner of the app.
  4. Tap Delete.
    iOS showing app being removed.
  1. Open the App Store.
    iOS App Store icon.
  2. Search Nest in the Search Bar.
    iOS App Store with search results for the Nest app.
  3. Tap Get and download the app.
  4. Once downloaded, open the app.
  1. Hold down the power button on your Android device.

    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.

  2. A prompt will appear on-screen. Select Restart.
    Power prompt with Restart highlighted.
If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  • If you had to shut down your Android device, wait 30 seconds before turning your device back on.
In order to proceed, you will want to double check your device's Wi-Fi connection. The next page will guide you through the process of connecting your smartphone/tablet to your wireless network.

You can skip the next step if your smart phone/tablet is already connected.

Depending on what device (Smartphone or Tablet) and which generation you have, the menu theme and options might look slightly different on your screen. However, the steps should be similar across all Android devices and generations.

  1. From the main screen of your Android device, tap on the Apps button.
    Home screen with Apps button highlighted.
  2. Then look for and tap on Settings.
    Apps page with Settings icon highlighted.
  3. Go to Wi-Fi.
    Settings page with Wi-Fi highlighted.
  4. Make sure the Wi-Fi feature is enabled by flipping the On / Off switch to the On position then wait for the network list to populate and tap on the Wi-Fi network that you want to connect to.
    Wi-Fi settings with toggle highlighted with arrow pointing to toggle and list of available networks.
  5. Your Android device will automatically connect to the network if there is no security enabled, or you have connected to it in the past. The Wi-Fi network name will show Connected underneath and the Wi-Fi symbol will fill up in the top right corner of the screen.
    Wi-Fi settings page with arrows pointing to connected Wi-Fi network and Wi-Fi symbol in the status bar.
  6. If the Wi-Fi network requires a password, then you will see a small padlock next to the Wi-Fi symbol, which also means the connection is secure. Tapping on a secured Wi-Fi networks name will prompt you to enter the password. Passwords are always case sensitive. Type it in using the on screen keyboard then tap Connect.
    Secure and unsecure Wi-Fi symbols shown.
    Wi-Fi settings page with arrow pointing to field to type in your security key and another arrow pointing to Connect.
  7. If the Wi-Fi network you are trying to connect to is hidden, then tap the More option which looks like three dots positioned vertically, on the top right corner of the screen, then tap Add network.
    Wi-Fi settings page with arrow pointing to the Menu icon.
    Wi-Fi settings page with Menu open and Add Network is highlighted.
  8. Enter the Wi-Fi networks name using the on screen keyboard and tap Save if no password is required to connect. If a password is needed to connect to the Wi-Fi network then tap on Security and select the security type. Type in the password, then tap Save.
    Wi-Fi settings page with arrow pointing to a manually typed network name and another arrow pointing to the security type dialog box.
    Wi-Fi settings page with an arrow pointing to the security key typed in and another arrow pointing to save.

At this point your Android device should be connected to Wi-Fi.

As an alternate way you can also try the following method:

  1. Swipe downwards from the top side of the screen.
    Home scree with arrow indicating to swipe your finger down from top of the screen.
  2. Look for the Wi-Fi symbol in the drop down menu and tap on the word below it. If you're not connected to any network, it will say Wi-Fi. If you're already connected to a network, it will show its name.
    Quick Menu options with Wi-Fi highlighted.
  3. Make sure the Wi-Fi feature is enabled by flipping the On / Off switch to the On position then wait for the network list to populate and tap on the Wi-Fi network that you want to connect to.
    Wi-Fi quick settings with arrow pointing to highlighted toggle and another arrow pointing to the list of available wifi networks.

The next steps will take you through reinstalling the Nest app. First, we'll uninstall the app and then follow up by reinstalling it.

When instructed to remove an app, you should be removing the Nest app.
Nest app icon highlighted.

There are two ways to uninstall apps from your Android device.

  • Uninstall from Home Screen or App Drawer

    1. Locate the app on your Home Screen or App Drawer. Tap and hold the app icon, and start dragging it around.
      App on Home Screen highlighted.

    2. Drag the icon to Uninstall at the top then release.
      Icon with arrow pointing toward Uninstall.

    3. When prompted if you want to uninstall, select OK.
      Uninstall prompt with OK highlighted.
  • Uninstall from Settings

    1. Open Settings on your phone or tablet.
      Android Settings.

    2. Select Apps.
      Settings with Apps highlighted.

    3. Select the app you'd like to uninstall.
      Example list of apps.

    4. Select Uninstall.
      App info with Uninstall highlighted.

    5. When prompted if you want to uninstall, select OK.
      Uninstall prompt with OK highlighted.
  1. Launch the Play Store.
    Android Google Play store app icon.
  2. Search for Nest using the search box located at the top.
    Android Play store app displaying search results for the Nest app.
  3. Touch the magnifying glass on the on-screen keyboard to search.
    Android Play store app with search button highlighted.
  4. On the App's install page, touch INSTALL.
    Android Play store app with the install button highlighted.
  5. Review the install prompt that pops up. Once done, touch ACCEPT.
    Android Play store app with the accept button highlighted.
  6. Wait for the download to finish. Once done, touch OPEN to launch the App or go back to your apps to access the new App's icon.
    Android Play store app with the open button highlighted.