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

[Lance_L]

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

[Dougputnam]

I have submitted the form but there was not enough space to go into too much detail. 

[JeroenV]

I've submitted the form, but with the same info as posted by me before.
Not sure what the difference is??

[Lance_L]

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

[vivlund]

Hello Lance, 

I sent the form this morning about 6 hours ago. Please let me know if you don't have it. Thanks!

[Lance_L]

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

[Guenter]

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.

[JedWare]

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.

[vivlund]

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

[TedSl]

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.  

[TedSl]

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. 

[Colossus]

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.  

[Colossus]

And...besides refusing to help me, they hung up on me when I asked for a supervisor.

[GoHoos]

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.

[Colossus]

Mine are still offline, and still unable to add a nest back to my account that was removed.

[Guenter]

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.

[vivlund]

https://www.googlenestcommunity.com/t5/Nest-Protect/First-Time-Protect-User-Bought-3-only-first-one-... 

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? 

---

[JedWare]

All my protects have the same firmware 3.5rc3. 6 online and 2 offline.

[ChrisElly]

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.

[Colossus]

sundar @ google . com - write a note about it.  If enough of us write, maybe it will get some assistants attention.

[vivlund]

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. 

[JedWare]

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.

[TedSl]

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. 

[JedWare]

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.

[TedSl]

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.  

[JedWare]

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.

[Colossus]

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."

[FriarFax]

Same issue as everyone else - 4 Nest Protects all disconnected on the 15th.  They have been fine for a few years before this

[Dougputnam]

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!

[Colossus]

6 for less than the cost of 2 Nest Protects. 

https://www.amazon.com/X-Sense-Wireless-Interconnected-Combination-Transmission/dp/B09FXXQLJM

And here is the listener that can send your phone alerts:

https://www.amazon.com/X-Sense-SAL100-Cost-Free-Real-Time-Notifications/dp/B0C4NXL5Z7

Solving my problem this weekend.  I am also filing a complaint with my States Attorney General on this and I am going to demand all my money back. I have no faith in big tech doing the right thing.

[Ratel]

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

[Ratel]

Does anybody have an e-mail address for Nest Support here in the UK?

[Petervanhoof]

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

[MaryM]

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 

[Colossus]

We have a thread on this already: https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-Protect-P009-0-80-error/td-p/548223

[JeroenV]

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?

[vivlund]

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. 

[JeroenV]

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.

[vivlund]

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!

[JedWare]

Thanks for the info. How about they update their status page as a first step?:

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