Nest Protect Battery Issues

[DannyBrin]

We are experiencing an issue with our Nest Protect unit alerts saying batteries are low when they all test as fully charged. They have the correct Lithium AA batteries. 
I am seeing others on this blog as having the same issues. 
Please advise. 

[fyrball]

I am having same issue. Its my newest smoke detector with fully charged batties 1.57 volts and still says low batt ,  replace. what do we do ? Replace under warranty?

[StuTheWizard]

Hitting this chat to ask the same thing.  What do we do if new batteries aren’t working?

[StuTheWizard]

For clarity, mine won’t even connect with the app anymore.  Just continues with a low battery chirp every 60 seconds even though new batteries and tested for charge.

[zoeuvre]

Hi everyone, 

I’m sorry to hear you’re all having Nest Protect battery issues, and I'm sorry for the late response. Let’s sort this out.

@DannyBrin, since your Nest Protect batteries appear to be fully charged, and you already replaced them, but it still says you need to replace them, did you use the recommended batteries, which are the Energizer Ultimate Lithium AA (L91) batteries?

@fyrball and @StuTheWizard, please replace your Nest Protect batteries with the recommended ones mentioned above.

I'll look forward to your responses. 

Thanks,

Zoe 

[DanCoco]

"They have the correct Lithium AA batteries."

This is a known issue. If no software fix is available, please tell us what to do next, and initiate warranty claims.

[fyrball]

Yes mine all have the correct brand new batteries.

"They have the correct Lithium AA batteries."

This is a known issue. If no software fix is available, please tell us what to do next, and initiate warranty claims. 

[StuTheWizard]

I have replaced the batteries with two different sets of batteries - all tested charged as well.  These are the appropriate lithium batteries.  This is not a solution for our problem and am seeking resolution to a common issue.  These devices should not fail YEARS before their expiration just because the batteries died/can’t be replaced.

[zoeuvre]

Hi folks,

Thanks for getting back to us. Aside from changing your Nest Protect batteries with the recommended ones, have you tried to reset and erase all settings of your Nest Protect, removed it from the Nest app, then added it back again? If not, let's try the steps in this guide:

1. Press and hold your Protect’s button. It will chime and glow blue. Continue holding the button down.
2. Release the button when your Protect starts to say its version number.
3. 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.
4. 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.

Best,

Zoe 

[zoeuvre]

Hey everyone,
 

I wanted to check and see if you managed to see the information I shared. Please let me know if you have any questions from here. I would be happy to assist and make sure you are good to go.

Regards,

Zoe

[DannyBrin]

We had found this information prior to your delayed response. This did seem to work on our living room unit. Our hallway unit now is doing the same thing. We most likely will have to do the same thing. Doing a factory reset should not have to be done to clear this notification. Nest needs to address this issue!!!

[zoeuvre]

Hi folks, 

Thanks for getting back to us. We’d like to take a look at this for you. Could you please fill out this form with the needed information?

Let me know once you have completed that. Please ask me any further questions if you have any.

Best,

Zoe

[DanCoco]

As this is an ongoing issue faced by many customers, what benefit will that form have other than adding a phone number to the usernames that are posting here? Will that form process warranty claims?

Can the diagnostic process and resolutions found be kept in this thread, so when future people stop here, they can do any troubleshooting steps found here on their own, then report results so they dont waste months getting to the point everyone in this thread is in, needing hardware replacements. (Or perhaps Google to spend some time evaluating the problem and releasing a firmware update.)

[zoeuvre]

Hi there,

Worry not, as all the troubleshooting steps given in this thread will remain for your reference. On the other hand, I wanted to check and see if you managed to see the form that I shared. Please let me know if you have any questions. I would be happy to assist and make sure you are good to go.

All the best,

Zoe

[DanCoco]

Yes, my comment directly references that generic contact form. 

The questions regarding that are still unanswered. Please do not lock this thread. 

"As this is an ongoing issue faced by many customers, what benefit will that form have other than adding a phone number to the usernames that are posting here? Will that form process warranty claims?"

[DanCoco]

With the lack of responses to the battery issues, i would say go ahead and file warranty claims for each and every one that fails. If they dont respond with a working solution and don't replace the units, the next step may be to report to the FTC or state attorney general.