05-19-2022 01:40 AM
No matter what I try the Nest app doesn’t detect the protect boxes.
Answered! Go to the Recommended Answer.
05-22-2022 03:04 AM - edited 05-22-2022 03:05 AM
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?
05-21-2022 06:30 AM
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.
05-21-2022 04:12 PM
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.
05-22-2022 02:17 AM
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.
05-22-2022 02:55 AM
05-22-2022 03:04 AM - edited 05-22-2022 03:05 AM
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?
06-24-2022 04:35 PM
I cannot begin to explain how much I was put through by tech support. Thank you so much. Well done!
05-30-2022 10:44 PM
@David_K @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.
05-31-2022 04:32 AM
Most welcome, glad it's sorted!
08-01-2022 04:04 AM
I had the same problem, took the oldest smartphone I could find at home and within 10 minutes I got them paired.
Top.
08-11-2022 07:44 PM
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
08-15-2022 07:56 PM
Hey there,
We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.
Best,
Melba