Nest Guard Offline

[Manny2]

My Nest Guard has been offline for days. I deleted my Nest App on my Android and added it back. I confirmed my wifi is strong and working.

I get an error message on my Nest Guard and app says to hold down button 2. It mentions the version but says update not available.

The error code is NF003 (0.24).

How do I fix this?

[Manny2 · Accepted solution]

Thanks, Lance! This was very helpful. I was able to get my Nest Guard back online.

Now I'm having trouble getting my Nest Detects online.

I'm unable to get the blue light to pulse during setup. The blue pulses once and then stops, and I get this error.

Something went wrong

Can't connect to your Nest Detect

Press its button to make sure the light is pulsing blue. If not, press and hold the button until you see the yellow light to reset it. NS026(4060)

[Lance_L]

Hello Manny2,

Thanks for posting in our Community. I’m sorry to hear that you're having issues with the Nest Guard. Let’s check it out.

Just to confirm, when you removed the Nest app on your Android device, did you also remove the Nest Guard from the app? If yes, the Nest Guard needs to be reset to factory settings before adding it back to the app. Follow the steps below to reset the device to factory settings.

Note: As a security precaution, a factory reset can’t be done if Nest Secure is armed in Home and Guarding or Away and Guarding, speaking a Heads-Up, sounding the alarm, or if the battery is critically low.

1. Remove Nest Secure from your account in the Nest app.
2. Set Nest Secure to Off with Nest Guard’s keypad, or the alarm may sound.
3. Press and hold the number 2 button on Guard’s keypad. Do not release the button while Guard goes through a software version and checks. When Guard says, "Release to erase all settings," let go of the button.
4. Guard will speak again and say, "Erasing all settings and returning to factory defaults in five seconds. Press any button to cancel."
5. The light ring should turn yellow and begin a 5-second countdown.
6. To cancel the reset, press any button before the countdown ends. If you don’t cancel, the light ring will spin blue, and Guard will say, "Erasing all settings. This might take a minute."
7. When it’s about to restart, it should say, "Nest Guard is restarting. Be right back."

The error code NF003 means the Nest app had trouble connecting to the Nest Guard during setup. If you continue to receive this message, restart your Android device, then follow the steps above to reset the Nest Guard again to factory settings before adding it back to the Nest app.

Let me know how it goes.

Best,

Lance

[Manny2 · Accepted solution]

Thanks, Lance! This was very helpful. I was able to get my Nest Guard back online.

Now I'm having trouble getting my Nest Detects online.

I'm unable to get the blue light to pulse during setup. The blue pulses once and then stops, and I get this error.

Something went wrong

Can't connect to your Nest Detect

Press its button to make sure the light is pulsing blue. If not, press and hold the button until you see the yellow light to reset it. NS026(4060)

[Lance_L · Accepted solution]

Hey Manny2,

Thanks for getting back to me. I appreciate your update. Let’s go ahead and reset the Nest Detects. See the steps below:

1. Make sure Nest Guard is set to Off. If you don’t, the alarm will sound when you try to reset Detect to factory defaults.
2. Press and hold Detect’s button for about 15 seconds. The light ring will pulse blue, then glow yellow.
3. When it starts to glow yellow, release the button. Detect will reset itself to factory defaults.
4. Set up and install Nest Detect.

Keep me posted.

Regards,

Lance

[Manny2]

Amazing! I really appreciate your thorough help on getting this fixed. After much frustration on trying to figure this out through the online help docs, your knowledge was excellent and was exactly what I needed. Thanks so much!

[Lance_L]

Hey Manny2,

It’s my pleasure! I'm glad to hear that the issue has been resolved. Please let me know if you have any other questions or concerns.

Cheers,

Lance

[Manny2]

Hi Lance,

I'm running into more Nest problems. It has been showing Offline again for a few days. My wifi is working fine with a strong connection, and when I hold the #2 button down on the guard, it says I have the most up to date version. 

Any ideas on how I can fix this?

Thanks,

Manny

[jusrnephdoc]

I have a similar issue, although my Nest App is iOS, and I THINK it’s the current version. Under “Nest Account” I’m told my version number is 5.72.0.

What happens to me (repetitively, is that just an hour or two after resetting my Nest Guard (pressing and holding “5” on the Guard until the spinning rim extinguishes, then pressing again until the rim spins again and the device announces “Welcome to Nest,” after which the the device once again reponds to W-Fi or internet-submitted commands from the App to the Nest Guard, unpredictably the Guard will be reported as “offline” in the app. Curiously, however, although the Guard is currently reported as “offline,” the app currently reports correctly that I’m away and that the app has been set to full guarding. I expect that when I return home the Nest Guard will respond to key presses to turn off guarding; I don’t know whether it will respond to my keychain token disc, but I’ll certainly try that. I did reset my Wi-Fi password for the App, and the Nest Guard accepted the new PW yesterday, but it went offline again while I was still at home.

Your response to Manny2 suggests the correct sequence for restoring online status for a Guard that’s supposed to be communicating over Wi-FI with Nest app on an Android device is different (pressing “2” instead of “5” as is recommended for IOS app hosts). Is that indeed the case: What would happen if I simply removed a/c power from the Nest Guard. I doubt that would produce different results, because I know it contains a rechargeable battery.

Thanks in advance for any suggestions.