topic Re: Nest Protect: Can't Add Device in Nest Protect

Nest Protect: Can't Add Device

mikesixtysix — Mon, 22 May 2023 01:10:27 GMT

Hi,

I purchased 9 new Nest Protect Gen 2s from Google, and cannot install them. I'm adding the device through the Nest app on my IOS device, and it fails on the step: Finishing up, Adding to your Nest Account. The error given is P009(0.80).

I have Verizon FIOS Gigabit via the Verizon Router.

I have a Google Hello doorbell camera, and also a Nest Learning Thermostat already on this same Wifi network with no issues.

I contacted Google support, and tried many things, to no avail. Reset the protect device, reboot the router, reboot the phone, put the device and phone next to the router. The phone has the latest o/s and updates, and the app is the most recent version.

I tried this from my son's phone and got the same error.

I don't have any non standard network settings, and I have other devices that require 2.4Ghz on this same network and those work fine. IPV6 is enabled on the router.

Any other suggestions before I return all 9 of these devices?

Thanks!

Re: Nest Protect: Can't Add Device

Mikeyling — Mon, 22 May 2023 01:54:36 GMT

I’m running into the same issues as you. I’ve even tried manually connecting instead of using the QR code.

If we’re both using the same devices to setup and getting the same error, it might be an issue with Google.

I’ll give it a try tomorrow.

Re: Nest Protect: Can't Add Device

mikesixtysix — Mon, 22 May 2023 02:09:15 GMT

I couldn't tell if I was chatting with an actual person or a bot because it kept giving me the same suggestions over and over. But you're right, there could be some operational issue on the backend. I'll try again tomorrow as well.

Re: Nest Protect: Can't Add Device

Cal26 — Mon, 22 May 2023 10:13:08 GMT

The error code P009(0.80) indicates that there is a problem with the network connection between your Nest Protect and your router. This can be caused by a number of things, such as:

A weak or unstable Wi-Fi signal
A firewall or other security software that is blocking the connection
A problem with your router's settings

To troubleshoot this issue, please try the following steps:

Make sure that your Nest Protect is within range of your Wi-Fi router. You can check the signal strength by looking at the LED on the front of the device. If the signal is weak, try moving the Nest Protect closer to the router.
Check your router's settings to make sure that it is not blocking the connection to Nest Protect. You can usually find this information in your router's manual or on the manufacturer's website.
Disable any firewalls or other security software that may be blocking the connection.
Restart your router and your Nest Protect.

Re: Nest Protect: Can't Add Device

mikesixtysix — Mon, 22 May 2023 11:05:01 GMT

Thanks, but I did all those things. I put the nest protect and my phone literally adjacent to the router, with a full strength 5 bar signal. This is not the problem.

"A problem with your router's settings" is very non-specific.

Re: Nest Protect: Can't Add Device

Mikeyling — Mon, 22 May 2023 12:04:37 GMT

Thanks for the recommendation. I’ve restarted my phone, the best protect, and network devices. Every other device including other nest products can connect except the nest protect.

Re: Nest Protect: Can't Add Device

DrJ1001 — Tue, 23 May 2023 06:44:19 GMT

Same issue. Wonder when real "support" will be provided!

Re: Nest Protect: Can't Add Device

msc_8791 — Tue, 23 May 2023 19:31:10 GMT

I created a separate home called Home_protect and was able to add the Nest Protect under that. Im now going to try to shift all over to Google home...

Re: Nest Protect: Can't Add Device

mikesixtysix — Tue, 23 May 2023 20:34:43 GMT

good call, i did the same and i was able to add a nest protect to the new home. now to try moving my nest hello and thermostat to the new home.

Re: Nest Protect: Can't Add Device

Colin66 — Tue, 23 May 2023 21:15:02 GMT

I have same issue. It used to work on old router, had to change that as sky hub was useless. Everything else was ok, doorbell, thermostat, minis etc. Nest protect fails at last stage when it says adding to account. Nothing works with regards to there suggestions. New router is wifi6, maybe that is the issue. I don't know what I am doing with the huge number of setting on my router. It's basically all set to defaults though apart from some minor ones to get it to work with sky.

Re: Nest Protect: Can't Add Device

DrJ1001 — Tue, 23 May 2023 22:28:15 GMT

Yes, that is the only way I got Nest Protect to work, by adding an entirely new home account on the Nest app. Doesn't make any sense and support should have resolved already.

Re: Nest Protect: Can't Add Device

mikesixtysix — Tue, 23 May 2023 22:31:00 GMT

the support people are clueless about it. half the time i feel like i'm talking to a chatbot. they basically just told me okay, well if you can only add a nest protect to a new home structure (as they term it), then just remove the other devices like the thermostat and hello doorbell cam from the original home structure and add them as new devices to the new home structure.

Re: Nest Protect: Can't Add Device

DrJ1001 — Tue, 23 May 2023 22:31:35 GMT

I think it may be an issue with the firewall (have latest Xfinity router) or something but that doesn't entirely make sense either because if that would be the case, then the issue would be duplicated when I add the Protect to the new Home in Nest.

Re: Nest Protect: Can't Add Device

Colin66 — Wed, 24 May 2023 06:35:28 GMT

Interesting, I read that it's not possible to move protect from home to home? Or does it work ok like that? It seems strange as that proves it's not a problem our end.

Re: Nest Protect: Can't Add Device

mikesixtysix — Wed, 24 May 2023 13:11:54 GMT

there is no "move" function per se, all you can do is move a device by deleting it from one home structure, factory reset it, and then recreating it in the new home structure.

Re: Nest Protect: Can't Add Device

mikesixtysix — Wed, 24 May 2023 13:17:19 GMT

the issue is definitely not on our end i'd say. i can add it into one home structure but not another, even though they are both in the same place and using the same wifi.

Re: Nest Protect: Can't Add Device

Robbie_H — Wed, 24 May 2023 14:25:06 GMT

I knew getting new broadband would be a pain but this Protect issue is ridiculous - SORT IT OUT GOOGLE!!

Re: Nest Protect: Can't Add Device

Colin66 — Wed, 24 May 2023 17:17:54 GMT

I contacted nest chat and they said to add nest protect to a new home. I did that and worked first time. The chat said it's fine to leave like that. They first suggested I remove thermostat but that didn't help.

Re: Nest Protect: Can't Add Device

mikesixtysix — Wed, 24 May 2023 17:22:35 GMT

You can leave it like that and it works fine but you won't get any of the interconnect features of the various products if they are in different home structures. Also if you have a Nest Aware subscription that only covers one home structure, so if you have two home structures that could be a consideration.

Re: Nest Protect: Can't Add Device

Colin66 — Wed, 24 May 2023 17:43:16 GMT

Good point, I guess we wait for a fix.