Can’t connect my new (and first) Protect. Other Nest products are working fine.

[SteveBlanchard]

I am trying to connect my new Protect. I scan the QR code, say it will be installed in my Hallway. Then it tries to connect to an existing Nest Thermostat for assistance and fails with an error P013(4096). There is no alternative way of installing the Protect that I can see. The other Nest products are old and I don’t think they have the capability to talk to another Nest product. 

[Wes123 · Accepted solution]

My situation is a little different but i think some steps will be the same for you. Mine were previously connected to the app/wifi. Then they went offline after updating my wifi equipment. Even though my Nest thermostats were added back to the new network, the Protects never would reconnect. Tech support told/helped me by conducting a reset on the first Protect. It’s done by holding down the button until you hear something about the version number. (It took mine about 12 sec of holding it down). Next, since mine was already installed on the app, I had to remove it from the app. Then we tried reinstall it. It didn’t work. So the last step was to remove all the Protects from the app (3 total) b/c the first one was trying to connect trough the other 2 (which were also disconnected). It seems they won’t connect to the closest equipment (i.e. Nest thermostat). They just want to connect to other Protects. After all Protects were removed, we reinstalled the first one which it finally connected to the thermostat. Then each one connected to the app easily afterwards. 

[Wes123 · Accepted solution]

My situation is a little different but i think some steps will be the same for you. Mine were previously connected to the app/wifi. Then they went offline after updating my wifi equipment. Even though my Nest thermostats were added back to the new network, the Protects never would reconnect. Tech support told/helped me by conducting a reset on the first Protect. It’s done by holding down the button until you hear something about the version number. (It took mine about 12 sec of holding it down). Next, since mine was already installed on the app, I had to remove it from the app. Then we tried reinstall it. It didn’t work. So the last step was to remove all the Protects from the app (3 total) b/c the first one was trying to connect trough the other 2 (which were also disconnected). It seems they won’t connect to the closest equipment (i.e. Nest thermostat). They just want to connect to other Protects. After all Protects were removed, we reinstalled the first one which it finally connected to the thermostat. Then each one connected to the app easily afterwards. 

[SteveBlanchard]

Thanks, WES. I removed all devices from my account and then added the Protect first. It installed okay. I then reinstalled my three cameras and my two thermostats, all without incident. Everything is working okay. 

[Tostie · Accepted solution]

So basically disconnected every single nest device and then start fresh with only the protect?

[SteveBlanchard]

Yes. A pain, but it got the job done.

[barbarastreis]

I have the same issue but disconnecting all 3 Nest Protects from the app has not worked. And since they are no longer listed, I can't access individual Mac addresses to make sure they are whitelisted/allowed (though there are none blacklisted/denied on my router settings.)

I have 3 Nest Protects that went offline a month ago and I have tried everything to figure out why, with Nest customer support absolutely no help reading the same script over and over and not answering any of my questions.

I get multiple errors like P004, P005, P006, P014, P021, etc. I have done the following to try to fix:

1. Check Nest Service Status -- It's fine

2. Make sure Local Network Access is enabled -- it is

3. Make sure the Nest app version is up to date -- it is

4. Make sure your home Wifi is working -- it is

5. Move closer to your router -- ok, but they have been working fine for years, did this anyway just for kicks

6. Restart your router -- did this

7. Reset your Nest Protect and Mobile Device -- did this to 2 out of 3 Nest Protects

8. Check the settings on your Wifi router or access point -- A. Network bands: I have a dual band router for gigabit internet, so 5ghz was already blacklisted, and 2.4ghz was white listed. However, these were separated and black/whitelisted at the exact time Nest Protects went down. B. Parental controls or firewall security: I do not have high firewall controls to block communication. Nor did I turn any on at any time. C. Enable IPv6 -- ok, but why would I have to do this if they were working for years? Went ahead and did this, no dice.

My theories:

1. Mac addresses of each device are somehow blocked. However, I can't get them because I removed all the Protects from the app so that I could add them again. I asked customer support to give me the Mac addresses and they had no idea what I was talking about and said to them from my ISP. I am now panicked that because I removed the devices to start over, that I can't see the "technical information" info in order to get the Mac addresses. However, there are no devices on the denied list shown.

2. I port forwarded 443 and 8883 in order to trouble shoot the UltraLock smart lock which constantly has the Bridge stop working. Does this have anything to do with Nest Protect going down? Customer support had no idea what I was talking about, and refused to connect me with someone who wasn't reading a script.

Can someone please help? It is not safe for me to not have smoke/carbon monoxide detectors functioning in my home. I also rent out my house sometimes to help offset medical bills while I stay with my family, and I have an official Airbnb permit with the city of Portland which permits random inspections at any time. I have 3 Nest Protects which were not cheap, as Airbnb permits require one in every room.