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Does not connect

Elk
Community Member

No matter what I try the Nest app doesn’t detect the protect boxes. 

1 ACCEPTED SOLUTION

davidking
Gold Product Expert
Gold Product Expert

Thanks for sharing the error code, that helps. That usually means Nest Protect is trying to get its Wifi information from another Nest product in your home, and is unable to do so.

Temporarily remove other Nest products (except your Wifi devices of course!) from your home (i.e. other Nest Protects, Nest thermostats, cameras etc) from the Nest app, then retry setup of your Nest Protects. Hopefully that works for you, and you can then re-add those other products back to the Nest app.

Alternatively, another workaround would be to create a new "home" in the app for these Nest Protects, as they then won't try to use another Nest product to get Wifi information. Of course that does mean your Nest Protects will be in there own "home" and there is no way to move products between homes.

Also, are you using a normal consumer Gmail account and not a Google Workspace account?

View solution in original post

10 REPLIES 10

davidking
Gold Product Expert
Gold Product Expert

What happens when you try to connect them? Are there any errors in the app?

is your phone connected to the same WI-Fi network you want to connect it to?

Is your Bluetooth turned on during setup? Is your cellular/mobile data turned off?

How close together are your phone, Nest Protect and router/access point?

Is your router a dual band router? If you have a dual band router with both 2.4GHz and 5GHz bands, make sure you go into your router settings and change it so that they have different names so that you can correctly connect your Protect to the 2.4 GHz network. Nest Protect can’t connect to a 5GHz network and may not be able to tell your networks apart.

Have you tried using a different phone or tablet for setup as a test?

Detailed troubleshooting steps are in this help article.

Elk
Community Member

Thank you for your reply David. 

My answers are below. 

What happens when you try to connect them?

- the app searches for the device and then gives out an error. I have tried over fifty times with all the three alarms that I’ve purchased. 

Are there any errors in the app?

- Yes, gives the same error each time.

 

is your phone connected to the same WI-Fi network you want to connect it to?

- yes

 

Is your Bluetooth turned on during setup?

- yes

 

Is your cellular/mobile data turned off?

- no but I’ve tried it since with it shut off and still no change

 

How close together are your phone, Nest Protect and router/access point?

- I have the Nest Wifi Mesh setup so there’s a strong signal throughout the house

 

Is your router a dual band router? If you have a dual band router with both 2.4GHz and 5GHz bands, make sure you go into your router settings and change it so that they have different names so that you can correctly connect your Protect to the 2.4 GHz network.

- Yes, dual band router and named separately. Will retry this step because the phone is generally connected to 5ghz one. 

Nest Protect can’t connect to a 5GHz network and may not be able to tell your networks apart.

- ok. 

Have you tried using a different phone or tablet for setup as a test?

- yes, same issues. 

davidking
Gold Product Expert
Gold Product Expert

What is the error message or code you're seeing in the app? 

What brand and model of phone are you using? I'd double check your phone is also connected to the 2.4GHz band.

Elk
Community Member
Hi David,
 
The error is P030. I used another android device and an iPad but same error message.
 
I’m using Nest wifi and don’t know how I can change the wifi that I’m connecting to! It’s all automated and doesn’t allow me to choose. 
 
My primary device is iPhone 13 Max. 
 
Rishi

davidking
Gold Product Expert
Gold Product Expert

Thanks for sharing the error code, that helps. That usually means Nest Protect is trying to get its Wifi information from another Nest product in your home, and is unable to do so.

Temporarily remove other Nest products (except your Wifi devices of course!) from your home (i.e. other Nest Protects, Nest thermostats, cameras etc) from the Nest app, then retry setup of your Nest Protects. Hopefully that works for you, and you can then re-add those other products back to the Nest app.

Alternatively, another workaround would be to create a new "home" in the app for these Nest Protects, as they then won't try to use another Nest product to get Wifi information. Of course that does mean your Nest Protects will be in there own "home" and there is no way to move products between homes.

Also, are you using a normal consumer Gmail account and not a Google Workspace account?

I cannot begin to explain how much I was put through by tech support.  Thank you so much.  Well done!

Elk
Community Member

@davidking @You sir are a rockstar. 

took some time, but finally got all devices on the floor, killed full power to two and the things connected really quickly. 

thank you for solving what was getting to be a really annoying problem. 

davidking
Gold Product Expert
Gold Product Expert

Most welcome, glad it's sorted!

francosechi
Community Member

I had the same problem, took the oldest smartphone I could find at home and within 10 minutes I got them paired. 

Top.

MelbaDT
Community Specialist
Community Specialist

Hey folks, 

 

Thanks for responding and for taking care of this, davidking — this is highly appreciated. 

 

Elk, OldEarlyAdopter and francosechi, glad to hear that you've sorted this out with the help of davidking. Feel free to let us know if you have any further questions in mind. 

 

Cheers, 

Melba