Cannot connect Nest Protect back to wi-fi

[trainman52]

Two of my 3 Nest Protects dropped off wi-fi for no reason. In attempting to reconnect them the dreaded error code P024(4.8). I tried all the suggestions to no avail. Spoke to a Google/Nest assistant. She couldn't resolve the issue. She connected me to the next-level assistant. She couldn't help me either; told me she would report the issue to the developers. From what I have seen about this issue and the dates posted, either the developers can't find the answer or they have given up. One YouTuber suggested taking the batteries out of the Protect not being programmed. That didn't work for me. Another suggestion was to delete the Nest doorbell add the Protects and then add the doorbell again. That didn't work either. Another suggestion was to add a second "home". Why? I don't want to have to switch between homes. And that didn't work in my case. Google/Nest can hire the most talented engineers. Do that and get this issue resolved for me and the many other individuals who have contacted Google/Nest over the years. Thank you

[trainman52]

Yes, I have tried this. It didn't work. 

[OS3]

Thanks for advising that this option did not work (Protects next to router when trying to reinstall).  

"Crickets" from Google/Nest ...  

[cyber2steve]

That doesn't work.  Since the detectors were working fine until recently, we can safely say it's a fault with the software. The software is preventing a proper connection to the wifi... I'm guessing since they started poking around the Nest infrastructure trying to move everything over to Google Home, they develop a bug and don't know how to fix it. They already moved the thermostat over and are trying to move the detectors... They are still in the development stage and conducting public previews... They just don't know how to fix it yet.

[Jsh415]

I’m having this same issue still. Can’t add more than one protect to my network. Getting a P024(4.8) error. I’ve tried resetting all other protects, my router, my phone, run through all the usual troubleshooting steps. I’m about ready to throw these things in the trash.

[ramshock4932]

Just randomly checked my Nest app and my previously disconnected smoke detectors are now magically connected and working.

[cruisemikE]

I just tried again, 2nd time tonight, and still getting "Something went wrong" .... ugh!

[stormvoice]

Can you check your software version?  Did they push an update?

[OS3]

Still on 3.6rc6 and only 1 of 4 Protects working.   I have not tried to reinstall the other 3 as seems that the problem is continuing based on recent posts to this chat. 

[cruisemikE]

I finally gave in and installed two more Google Homes, so now I have one Protect working on each floor: upstairs, kitchen, and basement. It's frustrating that they (Google) can't fix it to work on a single Home, but I no longer need to worry about it.

[MrMarvelus]

Are they all interconnected doing it this way? They need to all alert if there is a fire. 

[cruisemikE]

My understanding is they are all working independently, so if one downstairs sends an alert you should hear it upstairs and you'll get the text or email alert.  

[MrMarvelus]

Having this issue also since changing my network SSID for other reasons. Can only get on protect added back. 

[aw_boston]

Maybe someone will start a class action suit, that will get their attention.

[skil70]

same issues here... Glad it's not just me but let's get a FIX

[Slohammer]

Same issue here. I tried to add a new Nest Protect to my extensive existing Nest investment (2 outdoor cameras, doorbell, indoor camera and 4 existing Protects) and came across the dreaded P024(4.8) error issue. Researched and tried removing everything and recreating Home per recommendations and now I can only add one Protect.

Now my house isn’t to code, have $600 worth of Protect paperweights and house is less protected from fire & CO2. What is the resolution to this Google? Looks like this has been an issue for many weeks or even months now.

[cyber2steve]

Even though they will not interlink until Google can come up with a solve, if you want you can create and add each detectors in a separate home. The app will notify you when they go off like before,  but, but since they are in separate homes, they cannot be interlinked...  

Please note, you are still up to code because these detectors still function as a normal detector whether they connected to wifi or not, so you still have protection... Look at it like losing the remote control for your TV... The TV still comes with a power button and channel buttons etc. In case the remote is lost or stop working, you only lose some features until you replace the remote, but the TV still functions...

[Jsh415]

Senior tech support wants me to replace one of the protects with a new one and try starting from scratch. I’ve already tried this once but am trying to just jump through their hoops in hopes that it leads to some real investigation on the backend. Will keep this thread posted. I suggest everyone to keep hammering on tech support with this issue so they hear it from as many people as possible. 

[Tom17]

They said the same thing to me (incorrect data though). They were saying the serial number range is know to have problems adding to the network. When I got the replacement Protect, it TOO could not be added and they said it's in the same, bad, serial number range. They were suppose to work on sending me a direct replacement free of charge and asked me to return my "failing" unit, but after I called back to check on it, the "new" tech said they have a known problem and they are working on it. So much for the "serial number range" excuse. These people are clueless!

[aw_boston]

I saw that had worked for someone else but I am not sure I want to give more money to this company to use the products I have already paid them for. If they sent us a unit to facilitate this (and that we can ship back to them after getting the exiting ones synced I would be happy). Also all my devices are 2nd Gen - won't the new one also be 2nd Gen? If it has new firmware, why can't the new firmware get installed on the old one?

[Jsh415]

Totally agree, just one point of clarification that they are replacing the unit via RMA so no cost to the customer. 

[Tom17]

Same thing happening to me over the last month. They say they are aware of it and working on it - not likely. I have found in just adding to an existing home, it doesn't run the script right (it never ask to take plastic strip out of batteries nor press the button. It never asks to choose the network.) Even if I press the button on an existing Protect and force my phone to choose a Nest network ID.

However, if I create a new home, then add a Protect, the script runs correctly: asks to remove strip, press button, choose the network ID and add password, etc. Then it adds it most all the time, but you can't use the "add another protect" when it's done because THAT fails too.

So, one Protect per home and a limit of 5 homes! Of course the idea is they should all be on the same network and working together - especially if you have a Nest Thermostat so that it can control the furnace and AC in the event of a fire.

I see dates on previous inputs back to 2022, 2023 and 2024. Not likely Google is really working on this.

[stormvoice]

Putting them in separate Homes does not enable them to talk with each other.  I have 5 of my 8 protects setup in separate homes.  I had an alert and only the alerting protect alerted...  the others never alerted.   Their solution of separate homes is dangerous because they are telling people they will communicate and alert while in fact...  they do not!

[cyber2steve]

I'm just a user here, but how can it be dangerous to put them in separate homes??? Everyone of them still communicate with the app even though they are in seperate homes and the only issue is that the detectors don't talk directly to each other. The detectors themselves will work like a normal detector without wifi, like we use to have before they invented interconnected detectors... I'm upset just like the next guy because I spent a lot of money buying these nest detectors only to have this problem,  but some functionality is better than none until they fix the issue... 

If anyone just buy them and can return then, then I would encourage them to...

[cruisemikE]

Very well stated and I agree with you 100%!

[stormvoice]

How can it be dangerous?   How about having 8 protects active in my house before the issue and now I can only have 5 active be cause I can only have a max of 5 homes.   AND...  to be told by support that when configured this way...  they will still all alert when one detects....  which they do not.   OR... one of the units alert in the basement which cannot be heard from the bedrooms until the smoke or fire reach the bedroom detectors.   I can go on but hey...  Google says they know about the issue...  WE ARE SAVED!!!!    Oh...  and those of us that bought these units 5 years ago can't return them.    Just be aware that support is giving wrong answers.   

[GoogleNestTeam · Accepted solution]

Hello,

We’re aware of an issue affecting a subset of users that is preventing them from pairing more than one Nest Protect device or updating the Wi-Fi network on already paired devices. 

If you are encountering this issue, you will see a P013 or P024 error code.

We know these devices are an important part of your home and sincerely apologize for the inconvenience. Our team is diligently working to resolve this as soon as possible.

Thank you for your patience.

[spellmaster]

This is really frustrating. I have just changed my router and wanted to add the protect devices back in. I ended up factory resetting them all. I managed to add the first device back in to the network, but then once the assisted mode kicks in (no choice) the others will not pair up. Always getting the P013 error. Interestingly the device that is working, says that the other two devices are not available. Odd given it's been "factory reset" it shouldn't know they exist!

[OS3]

GoogleNestTeam,

While we "patiently" wait for resolution of this issue (not being able to connect multiple Protects to the Nest app or Google Home app) - can you confirm that multiple non-connected or a Protect that is connected to the Nest app are ALL still functioning as fire and carbon monoxide protection?  

As an FYI, I have four Protects one is supposedly connected to the Nest app but I cannot do a safety check on this Protect and the "night light" function is no longer working.  Prefer not to start a fire or burn toast in the toaster to see if it works.

Appreciate your prompt response to this question regarding the working status of the Protects while a solution is being worked on.

[dpeacock]

I burned a piece of paper to test this as I was concerned, the smoke detector at least was still functioning as expected for a device that was not connected.

[OS3]

Thanks for advising.  No burnt toast experiment required  :).

[trainman52]

I am more confident, now, that the Google Nest Team acknowledged the issue and informed us members, Google is working on the issue.  

[Jsh415]

That makes one of us. They have mostly abandoned Nest products at this point. I will never buy another one after this and other similar experiences over the years. Way to squander a once great brand Google.

[trainman52]

In a post to richcraig, Google responded to send in serial numbers and he would get the update sooner than the rest of us. Not all of us got a "ticket". I was told a developer would contact me. Didn't happen. Google needs to post an email address to send serial numbers. Whose fault is it, I didn't get a ticket number; Google's. 

[BirdNest]

Same problem can only connect one device, unable to add a second or more devices

[Kanatagreg]

Is there any updates on this issue.  New Protect won’t connect (PO24(4.8).  I have five other detectors and two thermostats functioning normally.  I have been through all the steps to correct several times.

[Kawh]

This is garbage as it still doesn’t work and to add a new protect I have to reset ALL protect smoke dectectors and start over.  A huge waste of time and effort when you already have 10 connected.  

Fix the app so you can just manually add one and not have to use one already connected 

[zssachen]

Exact same issue here.  I've also called support and got the "we are aware and working on it".  It's been about 2 weeks since then.

[RHOTWIRE]

SAME issue, did factory reset, ensured on 2.4ghz frequency, tried different devices, rebooted router, put device next to the router SAME ISSUE, HAVE 3 of these, 2 connected ok, this one WILL NOT !!

[zssachen]

Hi GNT - any updates for us loyal Google buyers 😉  Thanks.

[zssachen]

Thanks GNT - my Nest Protects are working now (although one of my thermostats still won't come online)