11-16-2023 06:06 AM
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?
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12-19-2023 09:56 AM
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
12-21-2023 03:02 PM
Hey everyone,
Jumping back in to address some of the concerns in the thread and provide an update.
A fix was pushed live that addressed the original P009(0.80) error. However, some customers that performed a full device reset or unpaired their device while the bug was ongoing may still experience pairing issues. The team is actively working on a fix for this, and it will be part of an update for the Nest app coming early next year.
In the meantime, if you are experiencing pairing issues with your Nest Protect after performing a device reset, please reach out to our customer support through the following link: https://support.google.com/googlenest/gethelp
Thank you for your patience,
Kelan
12-04-2023 05:16 PM
Hi folks,
@Dougputnam, @vivlund, @JeroenV, we’d like to dig deeper into this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.
Best regards,
Lance
12-04-2023 05:43 PM
I have submitted the form but there was not enough space to go into too much detail.
12-05-2023 05:32 AM
I've submitted the form, but with the same info as posted by me before.
Not sure what the difference is??
12-06-2023 01:20 PM
Hey there,
@Dougputnam, @JeroenV, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.
@vivlund, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.
Cheers,
Lance
12-06-2023 01:54 PM
Hello Lance,
I sent the form this morning about 6 hours ago. Please let me know if you don't have it. Thanks!
12-06-2023 02:17 PM
Hey vivlund,
I found your form, thanks for filling it out. Keep an eye out for an email from our support team.
Best regards,
Lance
12-06-2023 04:14 PM
No idea if it helps, but I found one interesting detail: Of all my protects, the two going offline have serial number 06ca01ac{231507,271501}, not including the last two digits. Other protects with the same serial number prefix which also expire in 2025 did not show the problem. Serial number of those have the same prefix and end with 371505, 371506, 361500, 315050.
11-17-2023 09:52 AM
Thanks for your testing. I haven't reset any of mine but they do show connected to my wifi and I can ping so I think it is more an issue with their API calls back to google to register. Just to confirm some details what model do you have?
My info:
Model: Topaz-2.7
Software: 3.5rc3
All my nests have the same Software version. I do have 1 other protect of model Topaz-2.7 that is still online so not entirely sure where the issue lies.
11-17-2023 10:09 AM - edited 11-17-2023 10:11 AM
My Protect Models: Wired model 06c
Sofware version in both: 3.5.0.3
The Protect that I reset is no longer on the network. The Protect that I did not reset is still on my wifi network with an IPv4 IP address and can be pinged. Neither Protect will stay connected online to the Nest service through the iOS app version 5.73.0
11-17-2023 10:03 AM
I have no idea what model they are, just that they were purchased in 2015 and need to be replaced in 2025. Since they are no longer on the account, I can't look at the details. Why they played the "assist" game rather than allow direct configuration of the device escapes me. Although, clearly, they will communicate with one of my thermostats to get the network configuration information, but once the green light stops circling they drop off the network. Too bad a reset only clears the settings but doesn't restore the initial factory firmware.
11-17-2023 11:17 AM
I determined that all are 2nd generation models and about 18 months from needing to be replaced. They still function independently so I'm not about to go out and replace them now. Most support people are script readers, which probably works for 95% of what goes wrong. They aren't equipped to do actual troubleshooting and their likely metric is calls handled, but not necessarily resolved. If this problem is likely caused by a firmware snafu, I doubt there'll be a way to correct it unless that mini-usb port on the back can be used to push a firmware update.
11-17-2023 10:04 AM
I'm on with Google support right now. Was told these devices are out of warranty and they can't help me. Then told me to go and buy new ones. Right.
11-17-2023 10:21 AM
And...besides refusing to help me, they hung up on me when I asked for a supervisor.
11-17-2023 10:20 AM
One of my devices has found its way back online spontaneously. I hope this means Google has fixed whatever and the devices will self-resolve.
i wouldn’t remove any devices from an acct.
11-17-2023 10:25 AM
Mine are still offline, and still unable to add a nest back to my account that was removed.
11-18-2023 11:00 AM
I had two protects going offline. The one I didn't touch is back online. Adding the other one failed until I created a 2G-only Wifi network (it failed to connect to my combined 2G/5G network). After I did that, I was able to add it back to the account using the 2G-only network.
11-17-2023 10:55 AM
These people found that if you have multiple Protects on the network, you need to set up the ones with older firmware than version 3.5.0.3, then the newer ones will work. Both my Protects have this version of firmware, though, so I can't test this fix.
Found this from back in April. They say that back in April of this year they could not set up multiple Protects if the starting protect had firmware version 3.5.0.3, which is what I have on both of my units.
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?
11-17-2023 10:59 AM
All my protects have the same firmware 3.5rc3. 6 online and 2 offline.
11-17-2023 10:58 AM
If the Nest Protects are bricked and this is something that Google has done then they need to be replacing everyone’s kit that’s been affected with what they’ve done so no matter how long you’ve had these it’s not our fault. I have been trying for the last two days i have contacted them and they are just working up a script I have 4 and I can’t get any of them to connect. This is not my doing so Google i suggest you send me 4 brand-new protect out. You have all my contact details this is a joke.
11-17-2023 11:01 AM - edited 11-17-2023 11:02 AM
sundar @ google . com - write a note about it. If enough of us write, maybe it will get some assistants attention.
11-17-2023 11:10 AM
also, I tried connecting the Protect to my iPhone hotspot network with the "maximize compatibility" option enabled, which forces 2.4 GHz. This did not work, so it's not a 2.4 GHz issue, I still get the P009 error.
11-17-2023 11:14 AM
I think at this point any further testing is useless until Google chimes in about the cause. Their silence on the issue speaks volumes at this point. I would at least expect the status page to reflect some issue they are looking into but it still just says all OK.
11-17-2023 11:21 AM
If this is a firmware failure, and I believe it is, I don't expect them to admit to it. Google isn't what I would call a stand-up organization. I expected something like this to happen when Google bought out Nest.
11-17-2023 11:25 AM
I find it hard to think it is a firmware failure since I have 6 other protects all on the same firmware and online. The ones showing offline are in fact connected to my wifi and pingable so there is more than firmware at play.
11-17-2023 11:36 AM
May be dependent upon when the device got its last IP reservation from the router. It may yet die when it goes to get a refresh.
11-17-2023 11:49 AM
Most people have rebooted routers multiple times so at this point you can assume all reservations have been renewed. There are multiple people with some online and some offline. The people that reset the device are stuck unable to re-add device. Seems like we need more information from Google on the backend to come to any conclusion.
11-17-2023 11:24 AM
I am filing a complaint with the Attorney General in my state. Big Tech needs to be broken up if they want to be bad actors. Some Nest executive probably needed an X-Mas bump, "let's brick up a bunch of devices so people have to start replacing them earlier than they planned."
11-17-2023 12:05 PM
Same issue as everyone else - 4 Nest Protects all disconnected on the 15th. They have been fine for a few years before this
11-17-2023 12:22 PM
If this is not resolved I will not buy Nest Protect detectors again. I thought these were the best on the market prior to Nov 15, 2023 but not now!
11-17-2023 12:31 PM
11-17-2023 12:16 PM
I have 5 x nest protects. App showed today that 2 weren't connected to the wifi. Removed from app, tried factory reset & still get error message P009 or P023
No such thing as 24/7/365 help - poor for a global tech company
11-17-2023 12:17 PM
Does anybody have an e-mail address for Nest Support here in the UK?
11-17-2023 04:41 AM
Nest protect all offline , removed them out of the nest app and tried to add them again but always getting an 009 error at the very last step .
Tried eveything , uninstalling the nest app , checked all my WiFi settings , resetted the router ...nothing helps
Before it worked fine
11-17-2023 05:53 AM
I am having the same problem - did the same thing - uninstalled nest protect, checked wifi settings, resetted the router, but will not reinstall. There is no contact info for NEST
11-17-2023 09:16 AM
We have a thread on this already: https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-Protect-P009-0-80-error/td-p/548223
11-21-2023 06:32 AM
I've had 2 Nest protects already running for years. Suddenly last Friday I saw the orange ring while going to bed, and after checking the app both appeared offline. Saturday I tried everything to get them online again, and in the end I did a factory reset on both.
After that I tried to add them again, but this resulted in p009 (0.80). After several more factory resets I was able to get 1 online, but the second one keeps failing with either p013 (4078) or p024 (6021). I've done several more resest, but cannot get the second one online.
I've already rebooted everything (phone, router etc) multiple times, the devices are no more then a meter away from the router. What else can I do to get the second one online?
11-21-2023 03:54 PM
Exactly the same thing happened to me. Exactly. And now I only have one protect back online in the same home on the app as my thermostats and camera. The other protect will not authenticate no matter what I try. I have put them both right next to each other, still won’t work. So I made a new home on the Nest app and was able to add the second protect there, all by itself, so at least I will know if I am not home if the smoke alarm is going off. I did not go thermonuclear and delete all devices from the original Nest app home and then add the protects back first, as some have said was successful. I am not going to spend any more time in this right now. Google says they are still trying to fix this issue.
11-21-2023 09:33 PM
I did already delete them both, so now I have one that isn't connected anymore so how the update will be installed on it I don't know. Let's hope it works out in the end.
And also in my case the Nest thermostat and hub are still working, so it's clearly an issue with the protects.
It would have been nice to know there clearly is something wrong before I deleted everything, would have saved me a couple of hours of frustration while trying everything to get them working. Was on the point of throwing them away and not buying new Nest protects but other smoke alarms.
11-17-2023 12:43 PM
Just received this email from Google Support:
We just received notice that there is an ongoing issue with older Nest Protect models causing them to drop offline and struggle to reconnect. The team is aware and actively looking for a fix, though we don't have a specific timeframe of when the issue will be resolved. I wanted to inform you of this in case you wanted to wait for the resolution before purchasing a new Protect.
Thanks again for all of your patience and understanding!
11-17-2023 12:51 PM
Thanks for the info. How about they update their status page as a first step?: