topic Re: Nest Protect device off-line since yesterday in Nest Protect

Nest Protect device off-line since yesterday

Hoot_Foghorn — Tue, 25 Feb 2025 19:28:38 GMT

I have two Nest Protect devices. One went off-line yesterday
pressing center button yields voice prompt "checking network" after which a green circle is displayed.

The Nest App keeps reporting the thing to be off-line.

I have excellent WiFi, both in 2.4 and 5 GHz.

I have good connectivity and throughput over WiFi and to wired devices.

The Nest App reports one of the devices off-line.

Please advice

Re: Nest Protect device off-line since yesterday

Hoot_Foghorn — Tue, 25 Feb 2025 19:47:41 GMT

@Patrick_Caezza @kcruzgonzalez,

Your earlier posts on ping and protocol in use by Nest Protect was informative but it doesn't give a clue as to how a Nest Protect that gets stuck in the mud can be re-activated.
When in low-power mode it doesn't respond to ping, and otherwise it doesn't show up in any of my server's ARP table. Also I'm running Cacti SNMP server in discover mode so if a 'protect' broadcasts on my LAN i should be able to pick their mac addresses up.
These devices don't. All I can do is press the center button, but that too is a futile activity, because afaik it self-checks its radio, but doesn't go through the motions of establishing a session. As I even have my floor heating in monitoring over SNMP not having any means to get indication the Protect devices are alive is concerning.
Please advise,

Leo

Re: Nest Protect device off-line since yesterday

ramshock4932 — Tue, 25 Feb 2025 23:05:06 GMT

same issue here, looks like others are reporting similar

Re: Nest Protect device off-line since yesterday

Hoot_Foghorn — Thu, 27 Feb 2025 11:24:47 GMT

Feedback from google support is "The problem is in your home network. If you can't fix your network then call your ISP for help."
Of course, when the Nest Protect is the only device that cannot maintain a wifi connection then it is your network at fault. Never the Nest device. Never.

Re: Nest Protect device off-line since yesterday

EduardoN — Tue, 04 Mar 2025 23:17:33 GMT

Hi everyone,

Thanks for reaching out to the Google Community Forum! I sincerely apologize for the inconvenience with the Nest Protect is offline in the app. I appreciate you taking the time to investigate what happened, and I'm happy to help!

I've reviewed the information you provided, and I have a few more questions to ensure I can provide the correct troubleshooting steps:

Has your Nest Account been migrated?
Are you using android or iPhone?
When did the issue start?
Have you tried to troubleshoot your device?

Visit our Help Center to learn more about Troubleshoot when Nest Protect disconnects or is offline.

If you have any more information that could be helpful, please let me know.

Best regards,

Eduardo