topic Re: Can't add more than one Nest Protect in Nest Protect

Cannot connect Nest Protect back to wi-fi

trainman52 — Sun, 16 Feb 2025 16:13:44 GMT

Two of my 3 Nest Protects dropped off wi-fi for no reason. In attempting to reconnect them the dreaded error code P024(4.8). I tried all the suggestions to no avail. Spoke to a Google/Nest assistant. She couldn't resolve the issue. She connected me to the next-level assistant. She couldn't help me either; told me she would report the issue to the developers. From what I have seen about this issue and the dates posted, either the developers can't find the answer or they have given up. One YouTuber suggested taking the batteries out of the Protect not being programmed. That didn't work for me. Another suggestion was to delete the Nest doorbell add the Protects and then add the doorbell again. That didn't work either. Another suggestion was to add a second "home". Why? I don't want to have to switch between homes. And that didn't work in my case. Google/Nest can hire the most talented engineers. Do that and get this issue resolved for me and the many other individuals who have contacted Google/Nest over the years. Thank you

Can't add more than one Nest Protect

OptimistPrime — Mon, 10 Feb 2025 19:36:20 GMT

Very long time Nest product user. Starting this because I needed a public thread created to escalate.

Have a home with many Nest Protects + other Nest/Google products.

Everything was set up and working properly until I needed to add a new Protect and it didn't work when trying to connect to other devices. While trying to debug and trying everything I could think of (reading many similar threads here and elsewhere) I made the incorrect conclusion it was related to the specific device I was trying to add. Subsequently removed all and planned to add all under a new Home if necessary. What I've found is I can add only one per home. Subsequent adds result is a variety of error codes.

What I've tried

Tried multiple generations of Android phones - Pixel 3 & 8
Restarting app, phone, clearing Nest app cache
Factory reset Protect devices
Using multiple 2.4 GHz networks and default 2.4/5
IPv6 on/off
Added second wifi network with Google branded pucks
Toggled bluetooth on/off
Toggled Airplane mode on/off
Fi VPN on/off

Primary wifi network TP-Link Deco but Google/Nest wifi doesn't work either. Nether Home will accept a second Protect. After reset I even force upgraded firmware, no effect.

No matter what I do, the new device will not connect to the established Protect. Experienced virtually all error codes. Strange thing is I have a lot of consumer experience working with Nest products and have installed everything myself in several homes.

Big mistake removing the old devices from the app!

same scenario as reported here:

https://www.googlenestcommunity.com/t5/Nest-Protect/Does-not-connect/m-p/164535

Re: Can't add more than one Nest Protect

OptimistPrime — Mon, 10 Feb 2025 19:42:15 GMT

I've also tried force upgrading firmware on newly reset devices, had no effect.

Reset devices won't even install on a Google Wifi network with nothing else on it or using an older Android device with fresh Nest app install. (clarify, one will install but cannot add a second)

Re: Can't add more than one Nest Protect

OptimistPrime — Tue, 11 Feb 2025 15:20:30 GMT

This might be a clue. If I try to add a Nest Protect manually using the key, I receive error P002 "This entry key does not match this Nest Connect"

This has happened on two separate devices.

Edit: resetting the devices fixed this. Original issue is still very much a problem however.

Re: Can't add more than one Nest Protect

nestisbroken — Tue, 11 Feb 2025 17:51:11 GMT

Exactly the same problem here. I've spent two days on this now, trying every possible router/firewall/filter option I can find. First Nest protect connects without any issue. Second device cannot be added. I've had every error code under the sun. Nothing works. Google Nest support walked me through all the obvious steps I'd tried in the first 30 minutes, but they couldn't resolve the issue.

Re: Can't add more than one Nest Protect

nestisbroken — Tue, 11 Feb 2025 17:59:44 GMT

I take it back. The Nest app tells me the first device connected successfully, but I think it's lying. If I try a safety checkup on that device, if fails to connect, even with the Protect sat on top of the exclusively 2.4 GHz WiFi router. So the issue might be that it's never even connecting the first device.

Re: Can't add more than one Nest Protect

OptimistPrime — Tue, 11 Feb 2025 20:07:48 GMT

To help isolate the issue I disabled my entire TP-Link mesh network (which everything had been working fine on) and fired up a single Nest 2nd Gen WiFi puck. Reset two Nest Protects, added phone to new network, added first Nest Protect to new Nest Home - OK, second Protect multiple error codes same as before. All four devices were in very close proximity. This should rule out any environmental issues on my end.

Looks like I've run out of options.

Re: Can't add more than one Nest Protect

nestisbroken — Tue, 11 Feb 2025 20:17:39 GMT

I've also tried multiple routers, hotspots, etc. Same errors each time. Google Nest support haven't been able to resolve my issue.

OptimistPrime - have you tried running the 'Safety Checkup' on the first Nest Protect device? (The one you assume was added correctly.) In my case, the Nest app is lying to me at setup. It claims everything looks good, but when I run the Safety Checkup, it fails to connect. In other words, even the first device is not connecting properly.

Re: Can't add more than one Nest Protect

OptimistPrime — Wed, 12 Feb 2025 23:02:27 GMT

Looks like they can perform a self checkup but not on demand, I get the error too.

I went to the extreme lengths of turning off all circuits in the hose except those needed for wifi, Nest Connect and the wired smoke alarms. Same error, so I think that rules out environmental electronic interference.

We had a similar experience with Google/Nest Wifi awhile back. Previously networked mesh system started dropping pucks and they couldn't be re-added. I never resolved the issue, needed to upgrade hardware so purchased a new non-Google product.

Re: Can't add more than one Nest Protect

nestisbroken — Wed, 12 Feb 2025 22:08:22 GMT

It looks like there's a nail in Nest's coffin at this point 😞

Maybe there's a possible ray of sunshine here: https://support.google.com/googlenest/answer/15709068?hl=en

I gave up though and returned my Nest Protect. Google Nest support left me with no confidence in them or the product. The $160 alarm I purchased was basically a $10 smoke alarm that only worked locally.

Re: Can't add more than one Nest Protect

AndersC — Thu, 13 Feb 2025 01:22:20 GMT

Hi there,

Thank you for posting in the community. I'm sorry to hear you're unable to connect more than one Nest Protect in the app. I'm happy to help. I also appreciate all the information about the troubleshooting you have performed.

Please provide the information requested below so we can learn more about this inconvenience:

Could you confirm if all your devices are Gen 2?
What error are you getting when trying to add the rest of the devices?

Normally, the second-generation Nest Protect can connect to a hidden network (SSID). However, if you have a router that uses a Wi-Fi Protected Access (WPA) encryption for security, the Nest Protect may not be able to connect to the hidden network. In this situation, you can change the encryption from WPA to WPA2. If WPA2 isn't an option, you can try the Wired Equivalent Privacy (WEP) encryption as a workaround. You may need to refer to your Internet Service Provider (ISP) or router manufacturer for assistance to make these changes. If you change the encryption type and the pairing still fails, be sure to change it back, so the other devices on the account can come back online.

The first-generation Nest Protect creates an ad hoc network (Format: NEST-XXX) during pairing. If you add the Nest Protect as the first device on your account, you need to exit the Nest app and connect your mobile phone to this network to complete the Nest Protect pairing and setup. You may not be able to find NEST-XXXX on your mobile phone’s list of available networks. You have to go to your mobile device’s Wi-Fi or network settings and then manually scan for the Wi-Fi networks again to refresh the list of Wi-Fi access points. While you pair through an ad hoc network, the Nest Protect may go to sleep mode. When this happens, you have to press the Nest button to wake up the Nest Protect.

I hope this information is helpful. I'll be waiting for your response.

Regards,

Anders

Re: Can't add more than one Nest Protect

OptimistPrime — Thu, 13 Feb 2025 01:41:56 GMT

Hello Anders, just got off chat with both regular & senior support and neither could figure out why it is happening.

All are Gen 2. The first pairs fine but the second cannot (there are 9, all doing the same thing). Mostly P013, P014, P024.

We tried 5 GHz and 2.4GHz separately, no luck.

The recommendation was to buy new ones, but I suspect that won't change anything.

Re: Can't add more than one Nest Protect

AndersC — Thu, 13 Feb 2025 23:06:30 GMT

Hi @OptimistPrime,

Thank you for the update. I'm sorry to hear you were unable to fix this even after contacting regular and senior support .

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.
To help us assist you better, please include the link to your Community thread and your Community username.
Don't hesitate to reach out if you need help or have more questions in the future.

Regards,

Anders

Re: Can't add more than one Nest Protect

OptimistPrime — Thu, 13 Feb 2025 23:34:47 GMT

Ok Anders.

I purchased a new Protect today directly from the Google Store to experiment, to see if there is any change in behavior with a fresh device. Customers are limited to just one...which possibly suggests a known issue (two don't work). FWIW: manufactured date was 2021 which suggests things as well.

Will update once I have a chance to install it. I suspect it will not work.

Re: Can't add more than one Nest Protect

AndersC — Fri, 14 Feb 2025 01:10:29 GMT

Hi @OptimistPrime,

Thank you for letting me know this.
I'll be waiting for your update once you get your new Nest Protect device and try to add it in the app.

Regards,

Anders

Re: Can't add more than one Nest Protect

OptimistPrime — Fri, 14 Feb 2025 01:40:38 GMT

Anders,

2 updates.

1) The new Protect can't network with the others whether it is installed first or second. This I expected.

2) I have 3 Nest protects installed at a second location. We had a brief power outage there about 14 hours ago. Two of the three are now no longer networked. The app now says they have been offline 14 hours.

This seals it, once disconnected from the network these devices cannot reconnect. Something changed recently. I'm assuming that the one Protect still online was the first I installed.

Hopefully Google pushes an update soon.

Trying to be helpful as possible, I'm a PE in other Google Help Communities so this information helps you help others. But looks like we have to sit on our hands until then.

Re: Can't add more than one Nest Protect

nestisbroken — Fri, 14 Feb 2025 17:16:17 GMT

Google directly sold a product that already had 4 years off its 10-year lifespan? That is telling 😞 I think the higher-ups at Google know this product is broken.

Re: Can't add more than one Nest Protect

OptimistPrime — Fri, 14 Feb 2025 18:29:42 GMT

@AndersC This morning I checked our remote location where 2 of 3 Protects were offline and found them all connected.

I then reset my local Protects and the ALL networked properly!

Clearly some type of hot fix was pushed by Google yesterday evening. Support suggested one might be immanent but clearly it was a known issue being addressed.

Hope you can pass this along to the many other threads on the matter. I saw folks complaining about it all over the internet.

Re: Can't add more than one Nest Protect

OptimistPrime — Sun, 16 Feb 2025 16:25:46 GMT

Agree, the date of manufacture should be disclosed and those older than X should be sold as NOS at a lower price. I checked the box, there was no label indicating the date on the outside. Guessing this issue was not anticipated in advance.

Re: Can't add more than one Nest Protect

OptimistPrime — Sun, 16 Feb 2025 16:27:42 GMT

Update: All devices continue to work as designed.