Failed installation of Nest Protectors

[AnneatVeddw]

We installed five nest protectors today through the house successfully. They all registered on the app and all communicated with each other when tested.

Then an hour later they all vanished from the app and no longer communicate with each other when tested. (Only  change we know of is that we put the 5 GHz wifi back)

We tried ringing support and wasted an hour of our time. Anyone got any suggestions? We are dreading pulling them all off the ceilings, doing it all again and the same  thing happening, 

[zoeuvre]

Hi AnneatVeddw, 

Yikes! I'm sorry to hear that you're experiencing difficulties with your Nest Protect devices disappearing from the app and losing communication with each other. Try these: 

1. To ensure stable Wi-Fi connectivity for Nest Protect devices, ensure the network is stable and provides a strong signal. If you switched back to the 5 GHz network, ensure the devices are connected to the correct network and the signal strength is sufficient. Restarting your router may also help establish a stable connection.
2. Power cycle them by removing them from the ceiling, disconnecting power for a few minutes, then reconnecting them to the power source and waiting for a restart.
3. Make sure that you securely mounted the Nest Protects on the ceiling, and free from obstructions that could interfere with communication.
4. If the issue persists, try resetting and reconfiguring the Nest Protect devices by removing them from the app, resetting them to their factory settings, and adding them back as new devices.
   
   • Press and hold your Protect’s button. It will chime and glow blue. Continue holding the button down.
   • Release the button when your Protect starts to say its version number.
   • Your Protect will start a verbal countdown and tell you it’s erasing all your settings.
     • To cancel the factory reset, press Protect’s button again during the countdown.
   • After a few seconds your Protect will reset to its factory default settings. You can then go through setup with the app and add it to an account again.

Let us know how that works.

Best,

Zoe

[c240amg]

I'd check what model they are in the app and firmware, e.g. Model Topez 2.9, Topaz 2.7 Topaz  2.33, firmware 3.5rc3

After removing all of them, add the one with the latest model first (Topaz 2.9) , then add the next Topaz 2.7 model.

Apparently, due to some **bleep** up in their firmware, you need to add the latest model first so that other protects can connect to it, as they create a HAN (home area network) when setting up.

[Lance_L]

Hey everyone,

@AnneatVeddw, thanks for reaching out to the Community. I’m sorry to hear that you’re having issues with the Nest Protect and for the support experience. I’d be happy to help you with this. 

Have you had a chance to try c240amg’s suggestions above? If yes, how was it? Also, can you share the case ID from your interactions with the support team so I can check what happened?

Keep me posted.

Thanks for chiming in, c240amg.

Best,

Lance