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

[cyber2steve]

https://www.theverge.com/news/638171/google-discontinuing-nest-protect-smoke-alarm-nest-x-yale-smart...

[trainman52]

Thank You Google Nest Team for resolving the issue with the Nest Protects connecting to the wi-fi network. My 3 protects are connected. 

[Myplace155]

Not the issue. One (1) device, Nest thermostat.

[Myplace155]

What do I need to do now? Please?

[Blessed2023]

It's yelling me to download  app! Which I already have. I can see my camera, but can't use NestHubMax35F3!!!🤨

WHY!!!

[skil70]

I managed to successfully add both protects to my network and they are communicating.  Here's what I did:

I was just going to create a second home to add the second protect so I had to download the Google Home App (Didn't have it previously).  After creating the second home I added my second protect to it.  Then did a safety check and it actually worked!!  So I removed the first protect from the original home and tried to install it on the second home.  When I was supposed to link it to the assisting device I accidentally pressed the button so the alarm would test so I clicked it again which turned that protect off.  I was going to activate the assisting device but it was already glowing blue and app asked me to connect to the protect I was installing.  I clicked the button to activate it again and it actually connected.  Both devices are activated and linked together.  I then switched my thermostat to the new home.

[spellmaster]

Sadly this didn't work for me, I created a new home added the first one successfully, but the second one failed, this time the error was P024(4.8). 

[adobopete]

It didn't work for me either. Same P024(4.8) error every time I try to add a second one. I've reset each device multiple times. Bought a new router and even went to friends house to try it on a different ISP that supports IPv6. None of it worked. Though the Google tech support person said the problem was my router not supporting multicast and my ISP not supporting IPv6. This was obviously wrong which wasted a lot of time and money. I'm pissed off enough not to troubleshoot anymore. And their tech support people better stop telling Nest protect owners that it's a problem with their routers and ISPs. All I wanted to do was change my WiFi name. What a waste of time this has been!

[Jonyeo]

Google are now admitting there is an issue 

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.

[OS3]

The GoogleNest Team needs to confirm that all of these devices  (connected or non-connected) are still providing protection for fire and carbon monoxide in the interim.

[cyber2steve]

Google cannot confirm that! Only you can... You need to buy the testing gasses and confirm that yourself... 

Research where to buy cans of smoke and Carbon monoxide testing kits to test you detectors.  Google is not coming to your homes and the only way to be sure you are protecting yourself is to physically test them...

[OS3]

Respectfully disagree with your assessment of GoogleNest responsibility on the matter of the functionality of these devices. 
They should know if all their Protect devices are still in operating mode based on the testing that they are doing.  They should be able to inform owners if any serial number(s) of Protect have a functionality issue after it has been affected by a wifi reboot at one’s residence.  Did this wifi reboot and non connectivity issue reduce the reliability of an affected Protect?
It is a little box with some firmware - is that little box doing the same level of safety as it was previously whether it is connected to a “home” or not connected?  Are its sensors as effective as they were before this issue arose?

Why should everyone owner go out and buy material to test each and every Protect when GoogleNest could provide an answer.   
Maybe the answer is - liability …

[cyber2steve]

It's nice that you can disagree,  but at some point you should understand how these devices works.

Now whether you want to go out and buy this kit to test your devices is either here nor there because it's your life and maybe that of your family as well... As for me, my life matters more than trying to save a few buck to test some detectors that I need to possibly save my life one day!

Understand this, the only true way to test a detector is to introduce it to the condition it is supposed to work in....

Have you ever seen how companies test detectors,  they use magnets for connectivity, smoke and CO gas to trigger the sensors that detects smoke and Carbon monoxide... 

Back to your home, pressing the button in the middle of you detectors will tell you that the electronics is working, just like if Google was to do a functional test as you suggested. Even the Nest Protect themselves will do a monthly self check, but nothing short of real testing is best or 100 accurate...

DO your research and not act on feelings or what you think...

[polyfixer]

I created a second home and got one protect added and the next day I got the new firmware. I'm still unable though to add it to my original home which still has other connects attached. It seems the "add" function seems to require that it uses an existing unable to connect protect device as it's means of connecting. Praying I don't need to disconnect all of them. I can't easily reach all of them.

[cyber2steve]

Did you saw the article from Google and Verge that Google is no longer making the Nest Protect and only selling what's in stock???

[polyfixer]

Yes, but the devices still function. I was able to resolve by removing the last protect from my home. Resetting and re-adding it. It was a pain as it was on a high ceiling but I'm reconnected now.

[cyber2steve]

While that may be so, support is ending,  and we need to find out the timeline for this so we know why when they go offline again...

[richcraig]

I logged a support ticket a couple of weeks again with some diagnostic information Google could use. They responded with this today.

 - - - - - - - - - 

Thanks for reaching out to the Google Nest Customer Care Team.

I’ve reviewed your case and it appears that you're experiencing an issue connecting your Nest Protect to both Wi-Fi and the Nest App. I wanted to inform you that this is currently a known outage, and our engineering team is actively working on a software update for the device. Once the update is successfully completed, we will notify all affected customers so that you can re-add your devices to the Nest App.

If you're interested in receiving the software update before it is rolled out to the broader user base, please let me know. I'd be happy to forward the serial numbers for your four Nest Protect devices with connectivity issues.

 - - - - - - - - - 

[polyfixer]

None of my next protects connect. If I try to reconnect or reset a single protect, the app appears to connect to the device, blue light rotates, but the message states that it is attempting to connect to another nest device in the home which won't work since none of mine connect. Some of my protects are up high and not convenient to reach without a tall ladder. I also have a dozen of these protects and am averse to resetting every single one on some chance it resolves but resetting every device in the house seems to be the only reliable fix. I have not changed my wifi network name. I don't see the P024(4.8) error, the connect just times out.

[OS3]

Anyone get a software or firmware update that corrects the connection issue for the Protects to the Nest app or Google Home app?

[MrMarvelus]

Haven’t seen anything yet. Hope they send something to let people know. 

[JPENG]

Same issue here. I added a new router and had to change my SSID. Did a factory reset on all nest devices after the first re-add attempt didn't work. I was able to add the first device through the setup wizard, but errors out on the 2nd and 3rd device.  It turns out that the first device also didn’t really connect (even though it says connected in the Nest app). As such, none of the devices will send notifications to your phone or send announcements via other nest devices in the home (I confirmed this with small, controlled fires under each of my nest protect devices). The individual device will detect the smoke, but you will not get announcements on other nest devices or any notifications on your phone.

I tried to add/reset/re-add over and over again, for the better part of a day, until I found this thread and then contacted google CS. They acknowledged that it's a known issue and will let me know once there's a fix (that was a week ago). Really disappointed with google that they dropped the ball on such a critical safety device. It's just a matter of time before there's a fire or CO2 leak in a home with nest protect and the residents won’t get a phone notification or an announcement from nearby device. A lawsuit waiting to happen.  @Google Nest Team: this deserves your immediate attention, to reallocate dev resources to fix it ASAP! I can wait for my next Pixel software update, but not willing to wait for my smoke/CO2 alarm to function as advertised. Please, Please Prioritize this fix.

[OS3]

One Prtect which was connected to the Nest app updated to 3.6rc8 in the last day and I was able to add my other three Protects to the Nest app.   All four Protects are functioning correctly. 

[OS3]

Further comments - did not change any setting on Wifi router.  Same router and wifi that was used when all four of the Protects were working correctly before the connection issues arose.   Issue was resolved for me when the firmware was updated 3.6rc8. 

[Jsh415]

Nice, I also got 3.6rc8 and was able to add my old protects. Strangely, the new one they sent would not connect. So I'll send that one back and go back to not changing anything with this very fragile system and hoping it continues to work until they expire. And then never buy another nest product again.

[adobopete]

The firmware version update to 3.6rc8 has fixed the issue and allowed me to add all my nest protects to my new wifi name.  Google management and engineers for this product should be made aware that changing the wifi name that your nest protects connect to shouldn't be this hard and frustrating.  It should be simple without a user having to call tech support and then being sent on a wild goose chase to figure out if it is their home router or ISP.  There was a lot of time and money wasted on this simple thing I expected from Google.  It's one of the reasons I went with Nest/Google.  Their devices are known to be easy to set up, but this experience has been the opposite.  I will keep the nest protects for now, but once they expire, I will probably go with a different option.  This experience has really soured my opinion on Google/Nest products.

[cyber2steve]

I don't trust Google anymore.  They know something was wrong with their software and tried to blame their customers routers. 

I already started using a brand called X-Sense. It a lot cheaper and works just like Nest but uses a base to communicate with the detectors although it can also communicate without it as well. 

Since I use regular smoke and CO2 detectors in the bedrooms,  I will swap those out with the Nest so I can get some more value for my money since they have a few years of life left on them...

[cyber2steve]

Google is discontinuing Nest Protect... You never seen smoke without fire... No wonder they had stopped supporting the device... I found the article below...

https://www.theverge.com/news/638171/google-discontinuing-nest-protect-smoke-alarm-nest-x-yale-smart...

[OptimistPrime]

Final update to this thread. The announcement that Google is canceling the Nest Protect product is now public, although it was certainly predictable given the problems it was having. 

Out of curiosity I've been trying to add another Nest Protect to my home every few days over the last month or so, always fails. It was just an extra I had so nothing critical, just curious if it would ever work again.

Today, it worked as designed and was added easily, go figure.  Since we have eliminated environmental interference in the issue, I can only speculate that there is something very unstable on Google's side. 

Feedback: The announcement that the product is canceled was accompanied by the message that remaining stock will continue to be sold. This is irresponsible in my opinion.

• The product is a potentially life saving device and so unreliable that it should no longer be sold to the consumer.
• Existing stock is already several years old and these devices stop working after 10 years. So anyone buying one now only has limited life left in an already unreliable device. 

I don't anticipate Google dropping Pixel phones anytime soon but is clearly moving away from hardware in other areas. My Google/Nest WiFi products actually became more and more unstable as time went on as well, to the point I had to move to another brand. And I just had a falling out with both WorkSpace and Google Fi...  something seems very off overall on the consumer facing paid products. I can only speculate on the causes but some of this is very out of character. In the case of WorkSpace and Fi, support staff seemed unable to go off the script and actually dig in to help. I suspect I was never escalated to anyone with any actual authority to do anything so we just went in circles. Although I still have devices on Google Fi, had to drop one and sign up as a new account on T-Mobile over the matter, a case which seemed to me at least had a very simple solution. 

After many years of mostly satisfaction with its products, definitely hitting rough patches across the board. Feels like a vicious cycle, pulling meaningful support from products with slim margins only to lose customers because of the weak support. 

[Slohammer]

I agree with much of what you said about Nest Protect product cancellation, reliability and Google dropping the ball.

I had the exact same problem about a month ago of trying to add just one additional Nest Protect. It was donated to me with 4 years of life left on it from a friend who got rid of all his aging Protects and went with another brand because of cost + support issues, adding to my existing Nest setup of 3 Protects, 2 outdoor cameras and a doorbell. After multiple attempts, resetting, deleting the home and losing my previously stable setup, etc. etc. I was only able to get one Protect re-connected while the other three were forced to standalone mode, still monitoring and alerting locally but without communicating to the others or the app. All this was done after I had unknowingly placed an order for two brand new Protects directly from Google (I ordered one and wife ordered the other to get around order limit of one)  to complete my entire home replacement of 6 smoke/CO2 detectors. As of one week ago I received the two new units, was able to add all 6 Protects and they are all currently monitored, talking to each other, the app and thankfully working normally.

To address your comment about anyone buying a new Protect now only has limited life left because of old stock and expirations, I can confirm for my situation that the two brand new Protects I just received from Google and installed recently have an expiration date of November 20, 2033 so yes, it's not 10 years but closer to 9 years of life on these new ones I got so not too bad FWIW.

Will keep fingers crossed that my $2K+ investment in Nest products stays supported and stable at least through Protect expiration dates, we shall see. Will definitely avoid making any changes to devices if at all possible in the future...

[trainman52]

For those of you who are still having difficulty connecting all Protects to wi-fi, Google has resolved the issue. Mine are now connected. I have attached Google's solution, but I am having trouble making the font bigger. Good Luck

 

 

 

[Acampbell]

what number did you call? The support is horrible I have 2 expensive paperweight (cameras) that are now useless. Switching away from Nest. I would not recommend