2 of 3 Nest protects offline

[Reitsma]

I have 3 nest protect 2nd gen.
All three were suddenly offline.
I only get 1 on the WiFi network.
When I want to connect the other 2, I get the error code p013 or p024.
I have gone through all the steps to solve the problem, but they do not come online.

What else can I try?

brgds,

Oebel

[Jenelyn_O]

Hi Reitsma,

Thanks for reaching out and for being a step ahead of us — I'd like to help. The most effective way to restore the connectivity or update the Nest Protect status is to force it to update. 

Going over the steps here might help:

To force update:

1. Press the Nest button once. It should say, "Press to Test."
2. Press and hold the button until the Protect says, "Checking the network."

The LED ring briefly glows green and then turns off when the process is complete.

If the Nest Protect can't establish a connection, it says, "Try again later" and displays a yellow LED light:

1. Test in the location of an online unit.
2. Test in another location in the home.
3. Test on another network and/or router.

If all troubleshooting is unsuccessful, do the following to restore the connection:

1. Restart the Nest Protect.
2. Reset the Nest Protect.
3. Pair the Nest Protect again.

Let me know how it goes.

Best,

Jenelyn

[Reitsma]

Hi Jenelyn,

Thank you for your help but I have already done everything you also mentioned on the support website.
1 of the protects is online. I connected this to the network via my Nest doorbell. This works as it should.
I eventually reset the other 2 to factory settings.
So when I place all three next to each other and press the button on the working one to connect the next one, something goes wrong. I try to connect the other protects via the Nest app via adding a product. I always get the message P013 or p024. I have tried it in various places in the house and even next to the router. The router has also been restarted several times. The strange thing is that I have reconnected the protects more often after, for example, changing the battery. Never had any problems and nothing has changed on my network.
Could it be that something went wrong while connecting the working protect via the doorbell? Maybe turn off the doorbell or delete the app?

[EmersonB]

Hi folks,

@Reitsma, thanks for your update. To confirm, what is the light status of the 2 Nest Protects you're trying to install? Do all of your Nest Protects have the same software version? How do you reset them to the factory default?

Give these steps a try:

• Make sure the IPV6 of your router is enabled for all devices on your network.
• Check your router's firmware version and compare it to the most recent firmware posted on the manufacturer's website. 
• In case you are using third-party firmware, we recommend you uninstall it and update to the latest firmware available directly from the manufacturer.

I appreciate the help, Jenelyn.

Regards,

Emerson

[Reitsma]

Hi Emerson,

What do you mean bij "what is the status of the light....."?
When I press the button, the light is blue.
Ipv6 is turned on in the router and working.
I have latest original firmware in my Netgear R7800  router

I reset them by pressing the button until the message came up "Version number.... the protect is being reset" or something like that.

Thanks for your help!

Brgds,
Oebel

[Reitsma]

It is frustrating that there is no solution to this problem of connecting the protects.
In my opinion, this should be simpler for this quite expensive equipment.
In addition to the 3 protects, I also have a Nest thermostat and a Nest wired video doorbell.
I deleted all devices from the Nest app to start with a clean slate. I installed a protect first.
I was able to add this first one to the Nest app without any problems.
When I then want to add the next protect, things go wrong and I alternately get the P13 or P24 error.
I was then able to add the Nest doorbell and thermostat without any problems.
In my opinion, this shows that the Nest network works well. So there is no way to add the other 2 protects to the app.

I am very disappointed in this expensive equipment.

Brgds,

Oebel

[LeeDaS]

I am having exactly the same problem you describe. I have 3 Nest Protects, all gen. 2, all of which were previously installed and working properly. I have upgraded my network--new modem and router--and am now unable to install a second Nest Protect. I also have a Nest Thermostat.

I have followed the instructions in the Nest app. and done all the troubleshooting I can find on Google to no avail. All Protects were reset, first was added successfully, and cannot add second which always attempts to use first one as an assist. Almost always receive a P024 but sometimes a P013.

A complete, detailed procedure from Google would be appreciated. This is much too difficult. I've successfully re-connected 8 other internet devices including other 2.4 GHz restricted units with little problem. Why are the Nest Protects so difficult?

Lee

[Timji]

Hi Reitsma,

I'm experiencing a similar problem. I only get a few Protects connected to the app since three days. The others do connect to the modem (I logged into the browser of the router and can find them there for a period of time), but the app fails to finish the setup.
After "Wifi testing", the setup asks to activate the Protect again. When I do, after a while I also get P007(3.9) or P023.

also tried reset factory settings, also tried reboot modem, restart mobile,... WiFi is fine. I'm also lost.

Oh great Google-master, Please advise...

UPDATE: As persistant as I am, I just kept on doing the same procedure over and over, while doing other jobs, and one by one they connected (really did the procedure, like, 20times or so).

Kind regards,

Tim

[Reitsma]

Still no solution for my problem.
And I think I`m not the only one.

One protect is online and 2 are offline.
I`m very dissapointed in the support!

Brgds, 
Oebel

[Lance_L]

Hi everyone,

Apologies for the delayed response here. Our team is still investigating this issue and working on a fix.

In the meantime, if you are experiencing pairing issues with your Nest Protect after performing a device reset, please reach out to our customer support through the following link: https://goo.gle/3ie15Ae.

Thanks for your help, Jenelyn and Emerson.

All the best,

Lance