Nest Protect P009(0.80) error

[vivlund]

I've had 2 Nest Protects connected on the network for years, but as of yesterday, neither of them will connect to the network, and they both went offline at the same time, possibly after some update to their software or the iOS app. Same router, same router settings. I've tried the troubleshooting steps and made a new home on the app, but nothing works. Can anyone help me? 

[JPH92 · Accepted solution]

Hello to all the community.
I'm based in France and I had the exact same problem as all of you.

Seeing nothing coming, I called Google Support directly and had a human being who handled the matter as follows:
He had replaced free of charge one of my detectors (which are 7 years old) for a more recent model/firmware (it a 2020 model).
To be able to make everything work again with my other detectors, I had to declare it as "master" (I had deleted all the others) and then I was able to add the other detectors by pressing this new  as "Master".
Suddenly everything works perfectly again.
On the other hand, it is necessary to declare the sensor exchanged as master (or 1st) because the detectors which have the problem are not capable of playing this role.

I don't know if in the US, this could work, but since Google cannot correct its Bug, the solution they offered me works and allowed me to keep my other detectors.

Hope this helps, keep me posted.
Good luck.

JP

[ChrisElly]

I don't know where you think we will go out and get new Nest Protect when its not are fault now Google has admitted there is a problem they will have to supply new Protect to all of the people if they cannot fix it they are LIABLE!!.

I am just putting a email together for UK press.

[TedSl]

That would seem to reinforce my thinking that they pushed a defective firmware update out and now they're scrambling to find a fix.  There is what appears to be a mini-usb service port on the back of the device.  If it is, they could come up with a firmware patch tool for Windows, MacOS, etc. combined with a firmware patch file to revive the device.  None of my Protects will stay connected to the router after configuration.  They drop off once the status light goes out. 

[Colossus]

Just filed my complaint with the Illinois Attorney General demanding a full refund for all my detectors.  Next time they should take support calls for something they broke.

[Tuesd_ai]

What did they do?

[ChrisElly]

I have just tried to put the email of the CEO but it will not let me but the web site is

ceoemail.com just put google in the search you can only do it 3 time 

[tcat1]

Same issue. You may find under the details tab in the app for the individual Protects that they have been assigned an IP address - so, the network connection is not the issue. Something about adding to the account is what I am seeing. 

[Phil_blanco]

Same issue for me. 4x nest protect all now offline and won’t reconnect. Outdoor camera and thermostat are working fine. Have deleted all and tried to add back but to no avail. Please help!!!

[kelanfromgoogle]

Hey everyone,

We are aware of an issue causing a small number of Nest Protect 2nd gen devices to go offline in the Nest app, and are working to roll out a fix as soon as possible. Your Nest Protect devices will continue to function as a smoke and carbon monoxide alarm while offline.

Thank you,
Kelan

[Colossus]

They won't work correctly as in interconnected alarm.

[Colossus]

And can you fix this page to be accurate while your at:  https://status.nest.com/?sjid=10773147539029491768-NC

You could have saved us all a lot of headaches.

[JedWare]

Then UPDATE your status page so no other users reset their devices and lose all functionality.

https://status.nest.com/?sjid=10773147539029491768-NC

[ChrisElly]

Totally agree absolutely wasted two days of my time and time off work to sort this problem out if you have just been upfront and told everyone at the beginning I rang your people at Google and they just told me but it was my router that was the problem I rang my provider and they were about to send an engineer out to have a look at my router absolute disgrace from Google

[dpdpdpdp]

May we please have more communication about this?  I just wasted 6 hours trying to troubleshoot, before finding this thread.  Can't you send a message to all users over the app, and continue to update us?  The lack of the smoke/fire detector with the capabilities that we thought we had is a serious matter.

[JPH92]

Hi,

I'm in France and I'm having exactly the same problem with my two detectors ...
I also spent hours trying everything, installing the app on different phones, tablets (Androïd & IOS) ... and always the same problem and error code at the last step when adding the Nest Protect to the Google account.
I migrated my account from Nest to Google, but that didn't change anything.
Thanks for your help.

Jean-Paul

[manHands]

I wish we could down vote this. Such an ignorant “acknowledgment”.

[Jacobatx]

I’m having the same issue as stated above. In the process of troubleshooting, I have removed the Nest protect from my account, and now cannot reconnect it. Is it possible to get a notification/email once the software update comes out so we will know we can re-introduce it to the system?

[Jacobatx]

I just randomly tried to connect the protect to my system, and it worked! I did not do anything out of the ordinary,

[Lance_L]

Hello everyone,

Checking in — If you’re still having trouble with Nest Protect, please provide the following information so we can investigate further:

• Device model
• Error code

We appreciate your patience.

Thanks for the help, Kelan and Zoe.

Best,

Lance

[Colossus]

Can you please provide a breakdown of what happened and what preventions are in place from your organization doing this again? These are safety devices and we must have accountability.

[Dougputnam]

Nest model 06C

Error code P24 (4078)

Nest app version 5.73.0

iPhone 11 Pro with iOS 17.1.2 and iPad Air 4th gen with iOS 17.2

Eero pro 6 router K0010011 firmware version 7.0.1-64

All 6 of my nest units are the same model. The 3 nest units that are not working were reset back to the factory settings as per troubleshooting instructions from nest support. 

hopefully this is more than you have asked for. Funny that it has been more than 2 weeks before anyone has asked for any information. Is anyone working on solving this? We must be updated on the status of this serious problem. 

[vivlund]

App: iOS version 5.73.0 Router: Google Wifi, haven't changed any settings, supports IPv6. One of the Nest protect serial #: 06C, software version: 3.5.0.3, other nest protect serial # 06C, software version 3.5.0.3

I've had 2 Nest Protects connected on this network for years, they both went offline at the same time, then they would not reconnect to the network, showing as offline with error P009(0.80) before, but now they will go online, but I can only put one Protect on the network in the same home at a time, when I try to put the other one online, the setup tries to connect to the first Protect, and this part of the process fails with various errors, such as P024(4078) or P006(3.10) or P013. It doesn’t matter if both devices are right next to each other; they still won’t complete the setup. I was able to make an additional home in the nest app, and each Protect is now online in its own home, but they cannot communicate with each other in this configuration.

[JeroenV]

The one I'm trying to add is
Serial 06AA01AC241500xx
Error  code while connecting to the first (working?) Protect is p013 (4078)

[Wim]

3 Nest Protects with Nest code 062-00098-fd-a

Several error codes

Nest version -  2 Nests with version 3.5.0.3.

Nest version- 1 Nest with version 3.4.0.6.
Android 13

All 3 Nests were working fine for years without any issues. 14 days ago (friday) all Nest lost there connection in the app. After consulting the support they told me to remove them all from the app an reinstall them. That was not possible. I was able to reconnect 2 of them with version 3.5.30.3 in a SEPERATE HOUSE witch is not the best option because they are not connected anymore !!!!!! The 3th one on version 3.4.0.6. does not want to reconnect. Tried to do a factory reset on that one but this does not work. It is counting down but after this procedure the Nest Protect still says his "old" name so I presume the factory reset does not work. Is there a workaround to upgrade the version via USB cable or other solution.

Is anyone working on solving this? We must be updated on the status of this serious problem. 

[Dougputnam]

@Lance_L 

• What is the status of our issue?
• Is anyone working on this issue or is it sitting in a dead email inbox?
• We have provided the requested information but have never been contacted.
• We need some communication on what has been done.
• These are some expensive smoke detectors that do not work as advertised
• i request that replacement units be sent to us at no cost to us.
• I will need 6 units please. If I do not receive 6 replacement units I will start going to different web sights where Nest units are sold and post reviews warning customers to not buy any Nest smoke detectors. 

[Colossus]

File a complaint with your state's attorney general. It will take a while for them to move on it, but they will advocate on your issues. Google seems to only do things when legal or regulatory agencies start asking questions. 

[Dougputnam]

I will once I have exhausted all other options (and my options are running out). The wheels of justice, and government, turn too slow for me.

[Cj77]

We are still having the issue. We have 2 separate  2nd Gen Nest Smoke/CO detecors (Model Topaz - 2.7). They both went offline. We were able to reconnect one eventually, but the second will not connect. It keeps trying to connect through the first one, and gives Error P024. 

[jnorton]

I have 7 Nest Protect 2nd Gen (mix of 06A and 06C) and can add any of them as the first one. But when I try to add the second I usually get P024(4078) error (sometimes P013). I have tried turning Bluetooth off and on, turning cellular data off and on, making sure the Nest app is up to date, connecting to the temp wifi SID on that Protect that is already set up, I have reset the new one, and made sure both rings are blue. enabled IPv6 on the Wifi, restarted my phone, and restarted my router, to no avail. I have to redo all of them because I want to switch Google accounts (according to Google, the only way to switch accounts is to remove everything in Nest under the old account and start a new one) AND I got two new Nest WiFi Pros. I can not for the life of me add a second Nest Protect. I have added 3 Nest Cameras and 1 Nest Thermostat with no issues. I am perplexed as to why this is so hard. 

iPhone 14 with the latest version with the latest Nest app

Please help

[jnorton]

I have 7 Nest Protect 2nd Gen (mix of 06A and 06C) and can add any of them as the first one. 
But when I try to add the second I usually get P024(4078) error (sometimes P013). 
I have tried turning Bluetooth off and on, turning cellular data off and on, making sure the Nest app is up to date, connecting to the temp wifi SID on that Protect that is already set up, I have reset the new one, and made sure both rings are blue. enabled IPv6 on the Wifi, restarted my phone, and restarted my router, to no avail. I have to redo all of them because I want to switch Google accounts (according to Google, the only way to switch accounts is to remove everything in Nest under the old account and start a new one) AND I got two new Nest WiFi Pros. I can not for the life of me add a second Nest Protect. I have added 3 Nest Cameras and 1 Nest Thermostat with no issues. I am perplexed as to why this is so hard. 

iPhone 14 with the latest version with the latest Nest app

[Colossus]

We are over a month in wait for a fix and an only told they are working in it. Open a support ticket with Google chat, then come back here and tag keelanfromgoogle with your support ID information.

Know they can’t help you on the nest chat when you start the conversation and will give you the company line about a few nest detectors exhibiting this behavior, which probably means all 2nd gen detectors. Then sit back, wait, and wonder about the lack of communication from Google Nest.

[Nesty]

Sorry to say Kelan, that’s really not good enough! You have a moral responsibility towards your users who TRUST your technology literally with their lives and of their loved ones. Google has pushed the Nest brand over the cliff. I will never ever buy or use a Google product in my life. Already busy replacing  my Nest devices.

[vivlund]

For those of us who reset the Nest Protects back to factory settings, will you please let us know when the fix is rolled out, as we cannot connect to the Nest network and the Protects drop off the local wifi network and will not receive the update automatically as far as I know? Or could you tell me if I’m wrong here?

[Cj77]

Has there been any further update on this? Have the same issue of 2 protect smoke/carbon monoxide detectors go offline and nothing we do can get them reconnected to the app (resetting devices, creating new home, resetting router). No issue with internet or our nest thermostat. Just the 2 protects. 

[Josh70]

I have this problem. Can you tell me what to do?

[Wim]

Is there any news on this.?

[Dougputnam]

we are still waiting for an answer or a fix. What is the status??????

[manHands]

Now 3 days going where my house is unprotected because I factory reset every device based on Google’s instructions. Now everything is unlinked from my account and none of the devices communicate with one another. Sweet.

[dpdpdpdp]

For the record, having disconnected everything, I also cannot reconnect my Nest thermostat sensors.  I assume I'm not the only one?

[vivlund]

My Nest thermostats are still online, but I never removed or reset them. Just my protects went offline. Other threads imply that the various devices talk to each other in the setup process. But I have no idea if your problem relates to that scenario. 

[GoHoos]

All of my Protect devices are now back online.