topic Re: Problem Installing Nest Protect in Nest Protect

Problem Installing Nest Protect

IGrant — Wed, 13 Oct 2021 22:29:11 GMT

I have a Nest doorbell and one protect Gen2 installed. When I try and add another Protect the app shows it is connecting very quickly and then shuts off. I am replacing 4 gen1 protects. I could not get the first protect gen2 installed from the doorbell so removed the doorbell and installed the protect. That worked. I then reinstalled the door bell and it connected and works but I cannot add more protects. I have now spent way too much time on this downloading the app and reinstalling it, restarting the phone. I wish there was a way to install the units without having to rely on one already installed.

Re: Problem Installing Nest Protect

Rick_F — Fri, 15 Oct 2021 22:38:37 GMT

I have a similar issue. I have multiple Nest cams, a Nest Hello, and Yale lock already installed and working properly for months. I just bought 8 Nest Protect smoke detectors, and not one of them will install correctly. In the Nest app setup process, after I select the room location name, the app moves to the next 2 screens quickly, then after a few seconds it abruptly crashes (iPhone 11, iOS 15, latest version of Nest 5.66.0.6). I have wasted much of a day, with no result other than having wasted almost $1,000 and no working smoke detectors in my house. There are numerous threads on Google support, and they keep getting closed as "resolved", even though Google acknowledges it's not resolved but just that it's a known issue and someone is supposedly working on it with no ETA. This is unacceptable, especially for such a large technology company. WHEN WILL IT BE FIXED?

Re: Problem Installing Nest Protect

IGrant — Sat, 16 Oct 2021 15:15:24 GMT

I finally got my Nest Protects installed. I removed all my expired Nest Protect 1,s and then reset them (hold the button for 10 seconds). I also found that to sync with a current device they need to be in very close proximity ( I believe they use bluetooth between the units) and also I had to try different installed units to sync to. I could not get them all to connect so installed the ones I could and then tried the installation with different installed units holding the new one up to the installed one. It finally all worked.

Re: Problem Installing Nest Protect

Brad — Mon, 18 Oct 2021 18:55:07 GMT

Hi there,

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue.

Do you still need help with this issue?
What troubleshooting steps have you done thus far?

Please let me know if you need further assistance.

Best Regards,

Brad.

Re: Problem Installing Nest Protect

Rick_F — Mon, 18 Oct 2021 19:04:08 GMT

I wouldn't say the problem itself is fixed, but we did figure out a workaround to prevent the iPhone app from crashing. It seems that during the Net Protect configuration process, after selecting the room location there's a fairly long pause before the checkmark appears. We kept trying to click again until the checkmark eventually appeared after several seconds, thinking the app hadn't recognized our choice. It eventually would, then move on to the next screen, and then crash. We figured out that if we click the room choice only once, and then wait for about 8-10 seconds until the checkmark appears, then the configuration process would proceed correctly. Obviously it shouldn't respond that slowly nor should it crash if you click the same choice multiple times, but that's what worked for us.