Nest Protect-All OFFLINE with no notice and no troubleshooting option working

[MagpieMind]

I found out this evening from my child that her Nest Protect in her room has been glowing yellow for the past few nights. I haven't noticed this with any of the other 2 nest protects I have in my house but upon checking the app, all 3 of the protects have been offline for days. I immediately did what I could to troubleshoot, wifi in my house hasn't changed and works perfectly fine for all of my other devices. I've followed every other troubleshooting option that is offered from Google and nothing changes the protects to online. 

What am I supposed to do to fix this? And why didn't the app send me a notification that all of the protects were offline? 

[PkIaf]

Mine two same thing since last thursday ... did factory reset and now one connected the other shows No Power (both wired ) ... C'mon Google Seriously ? !!!!

[kmullowney]

Same. Basement Protect went off-line on Sunday and will not reconnect despite troubleshooting so Google is processing a warranty return, but then this morning, the Nest Protect in the Kitchen went off-line for no apparent reason and will not reconnect to the network. 

[kmullowney]

and now a 2nd Protect has gone offline for no apparent reason.

[Markjosephp]

Hello folks,

I apologize for the late response, and I'm sorry to hear that all of your Nest Protects have stopped working. I understand that having them abruptly disconnect from the Wi-Fi network for no apparent reason was never ideal, but I'm willing to look into this.

The most effective way to restore connectivity or update the Nest Protect status is to force it to update. This update causes Nest Protect to sync with the service and upload logs.

To force an update:

1. Press the Nest button once. It should say, "Press to Test."
2. Press and hold the button until the Protect says, "Checking the network."
3. The LED ring briefly glows green and then turns off when the process is complete.

If the Nest Protect can't establish a connection, it says, "Try again later" and displays a yellow LED light:

1. Test the location of an online unit.
2. Test in another location in the home.
    

If all troubleshooting is unsuccessful, give these steps another whirl to restore the connection.

1. Restart the Nest Protect.
2. Reset the Nest Protect
3. Move all Nest Protect close to the router.
4. Pair the Nest Protect again.

Let me know if that helps.

Best,

Mark

[kmullowney]

Mark: I tried the troubleshooting steps listed above and 2 (of 3) Nest Protect devices have returned to the off-line status via the Home app and have blue rings showing in the app. 

The basement device is brand new as part of a warranty exchange (previous troubleshooting did not work) and the other two devices are both roughly 6-months old. The device upstairs is connected and hasn't experienced any issues.

No other devices in the house are having issues and we haven't made any changes to our wifi network.

Do we need to be concerned with safety as these devices are off-line? 

[kmullowney]

Mark: I've since tried to re-set & restart the Nest products and the two (2) in question re-connected to the network and said they were on-line, but then about 3-4 hrs later I checked and they had both returned to the off-line status.

[Markjosephp]

Hey there,

Thanks for taking the steps, @kmullowney. I'd love to know more about this so I can check for more options. This might be too much, but it would help us isolate the issue.

• How the offline status is noticed:
• Offline data from the Home Report (if available):
• Number of Nest Protect devices offline:
• Battery level(s):
• Speed test results (https://goo.gle/2QXCbe1) at the location of the unit:
• Wi-Fi devices connected to the same network (Yes or No):
• Date, timezone, and timestamp of the force update:
• Nest Protect's location:
• Mounted on a wall or ceiling:
• Number of nearby Wi-Fi networks:
• Nearby sources of electronic interference:
• Distance from the Nest Protect to the access point or router:
• Sources of physical interference between the Nest Protect and the access point or router:
• Carrier:
• Mobile device(s) make and model:
• Mobile device(s) OS version and build number:
• Bluetooth enabled on the phone (Yes or No):
• Wi-Fi enabled on the phone (Yes or No):
• Nest app version:
• Nest app permissions:
• Internet Service Provider (ISP):
• Modem and router or access point's make and model:

I'll look forward to your response.

Regards,

Mark

[kmullowney]

• How the offline status is noticed: I checked the Nest app and saw them offline
• Offline data from the Home Report (if available): None provided by Home Report
• Number of Nest Protect devices offline: Two (2)
• Battery level(s): Both devices show battery life as “OK”
• Speed test results (https://goo.gle/2QXCbe1) at the location of the unit:
• Basement: 889 Mbps down, 41 Mbps up
• Kitchen: 926 Mbps down, 44 Mbps up
• Wi-Fi devices connected to the same network (Yes or No): Yes
• Date, timezone, and timestamp of the force update: 9/19/23, MST, 745am
• Nest Protect's location: Kitchen, Basement
• Mounted on a wall or ceiling: Ceilings
• Number of nearby Wi-Fi networks: None
• Nearby sources of electronic interference: None
• Distance from the Nest Protect to the access point or router: 20-25 feet
• Sources of physical interference between the Nest Protect and the access point or router: 1 wall
• Carrier: Google
• Mobile device(s) make and model: Pixel
• Mobile device(s) OS version and build number:
• Bluetooth enabled on the phone (Yes or No): Yes
• Wi-Fi enabled on the phone (Yes or No): Yes
• Nest app version:
• Nest app permissions:
• Internet Service Provider (ISP): Xfinity
• Modem and router or access point's make and model: Google Wifi 6e

[Markjosephp]

Hi kmullowney,

I appreciate the information. Let's sort this out. If you wouldn't mind filling out this form, we'll get you the right level of help. Let me know once you're done.

Regards,
Mark

[kmullowney]

I've submitted the form.

[RenzJ]

Hi everyone, 

Thanks for the update, @kmullowne. We appreciate you completing the form, we have received it. Soon, a member of our senior support team will contact you via email.

Thanks for the help here, Mark.

Cheers,

Renz

[kmullowney]

When should I anticipate a response?

[RenzJ]

Hello kmullowney,

I know how important this is for you. While we don't have an exact time frame to share, I'll follow up with our senior support team about this. Check your inbox from time to time, as someone will be reaching out to you.

Thanks,

Renz

[kmullowney]

Is this a safety issue if the devices are off-line? Do I need to remove them and purchase standard smoke detectors?

[RenzJ]

Hey kmullowney,

I understand the concern. The device will still work even if it is not online and will alarm if there is CO detected or smoke it will just not be able to notify you on the app. Also, kindly wait for an email response from our support team so they can check it further.

Cheers,

Renz

[Sappleto73]

I have the same issue, although the nest protect stopped working altogether and is now unresponsive (I.e., no lights or sound despite changing the batteries and removing from the ceiling power supply).  This is a safety issue as there is no indication that this detector will work in the event of a fire or elevated CO levels. This protect was manufactured on Nov 2019. So out of

warranty but nowhere near where it should be end of life. I had reluctantly replacedd the last gen protects with 2nd gen when they were due to be changed. As stated earlier - come on, Google!