Nest Protect P024 Error unable to reconnect more than 1 protect

[jhferguson5]

In January my nest protects went offline. I can get only 1 (out of 4) to reconnect. I get a P024 error when I try to connect more than one. These have worked fine with my router and modem configuration for years. I've spent several hours online with google support and they told me after all that time this is a known software glitch with the app and firmware and they would be rolling out an update to fix it. The app updated today and the issue still exists. 
I've gone through all the following troubleshooting steps multiple times:

reboot of modem  and router.

reset all nest protects 

reinstall app

restart phone

Make sure ipv6 is turned on

Make sure 5Ghz signal is turned off

connect directly to my modem WiFi

Nothing has worked. Has anyone heard if a real fix is on the way? I'm ready to trash everything google and nest and go with different products. 

these used to work flawlessly until January. 

[sicsacol]

Hi @jhferguson5,

Thanks for posting in the community forum. I'm sorry to hear you're having difficulties adding your Nest Protect to the app. I understand it can be frustrating that your service isn't working as expected, especially after troubleshooting it. No worries, I'm here to help. 

Since you've already contacted our support team and tried some troubleshooting steps, which I appreciate, I won't recommend you repeat them.  To investigate this further, could you please provide your case ID? This will allow me to access your support history and check the status of your case more efficiently.

Once you provide the case ID, please let me know and I'll be happy to look into this for you.

Cheers,
Jonathan

[jhferguson5]

I made a second support attempt (after I made this post) and my case has been escalated to higher engineering support. My case # is 3-2005000038085.

[aw_boston]

Does anyone have advice on a good competing product. Like many people on this community I am tired of getting the run around on why more than one Nest Protect can't connect to the Wifi Network. I would like to think if I ran a multi-billion dollar company I would equip my tech support people with the 10 most common Wifi routers currently in use and I would test my products and my app to make sure that the devices would work with the routers and provide some detailed instructions on how to fix it. Instead they act like its the first time anyone has had this problem and that it is clearly the fault of the ISP

[jhferguson5]

I've started research and so far i've come up with the brand Ecobee. I'm looking for a smart thermostat and smoke/CO detector system that will communicate together.  So far Ecobee is at the top of my list.

[sicsacol]

Hi @jhferguson5,

Thanks for your reply. 

I'm happy to inform you that we've escalated this issue to the appropriate team. They will be working diligently to resolve it as soon as possible. Please keep an eye on your email as they will update you there.

Please let me know if you have any questions from here, as I'd be happy to take a closer look and assist you further.

Cheers,
Jonathan

[aw_boston]

"They will be working diligently to resolve it as soon as possible" -in my case they blamed the internet provider and said there was nothing they could do. Folks have been complaining for months now, so I think its blatantly untrue. The P024 error code does not even appear on the list of error codes that Google provides for Nest Protects. Here's the bottom line, your app no longer can communicate with any 2nd generation Nest Protect - it know when its connected but it can't do any Wifi changes. Folks only catch on to this when they buy a new Nest Protect, when they change their router or when their network name needs changing. Even if you have a seemingy working Protect you can't make it do a safety check from your phone app because it won't communicate. Gaslighting everyone that is is a problem with IPV6, internet providers etc. can't obscure the fact that your own product no longer talks to your own app.

[jhferguson5]

I haven't changed internet providers in 5 years, so I call BS on their little internet provider blame game. For me the issues started after they pushed out a firmware update. I found the PO24 error message buried deep within their support website and I'm not sure I could find it again easily. What I do know from scanning these boards is this is becoming a more frequent and common issue. 

anyone know a lawyer who would take on a class action suit?

[jhferguson5]

This is a frequent and common issue. Google nest better get their act together and fix this issue otherwise I will look for an attorney who will take on a class action lawsuit. Google is raking in money for products which have become worthless to your users. Please pass this message up the management food chain. I am quite serious about this!

[gonzalezerick19]

I've had 8 Nest Protects working without any problems for years. I've changed wi-fi routers during that period and I have upgraded Nest Protect units numerous times, until now, have managed to move devices to the new wi-fi networks by removing and re-adding the devices to my account or simply keeping the same WiFi name.

I recently had one Protect fail as it was several years old and it needed to be replaced by 2025.  When I tried to install the new device as usual, it failed.  I created a new 3rd structure on the Nest app since all of my Nest Protect were already on a separate structure.  I am able to add the device, but if I try to add a 2nd one it fails.  I have reset Protect devices as a test, and I get the same behavior where only the first one connects. 

I have a networking background and I 've tried dozens of times now for weeks following many tips online and reconfiguring my router.    I replaced my old WiFi router with a new Orbi WiFi6 with 2 satellites which I kept the same name as before to avoid having to reconfigure all of my devices.  Everything worked for months until I needed to add a new nest protect.  Unfortunately, I no longer have my old WiFi router.

Is there a particular setting I will need to modify on the Orbi that will work as I think my last resort is to buy another WiFi router just for the Nest Protects since the Orbi does not allow to disable the 5Ghz.  I can only lower the power to 25%.  My old routers worked fine without IPv6, but the only difference was that they broadcast a separate WiFi SSID for 2.4Ghz.  I get the same results even if I remove the 2 satellites from Orbi mesh network.

It doesn't matter which of the devices I add first - the first one is fine, and it always fails to connect to the assisting device when adding the second one.

Any ideas?   Thank you.

[MrMarvelus]

Welcome to the club. There are many of us with this issue. Google seems to be of no help. 

[aw_boston]

Yeah Google does not give a crap that their smoke detectors don't talk to eahc other after the most routine change that a home owner can make, change a wifi router

[gonzalezerick19]

I agree.  Thank you.  I will order a basic WiFi router just for the Nest protect.   Hopefully that will do the trick.  Google killed the Nest Cam IQ outdoor too.

[sicsacol]

Hi folks,

Thanks for reaching out.I'm sorry to hear you're having difficulties adding your Nest Protect to the app when you have one already added. Don't worry, let's work together to fix this. To help me with that, I have some questions:

• Is your Nest Protect 1st or 2nd generation?
• When you try to add another Nest Protect, are you getting any error codes or messages?
• What is the color of the LED status light?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair?
• Has the device been paired before?

Any additional details you can provide will be helpful.

Cheers,
Jonathan

[Oaktown1048]

Error P009. One protect is added. The second 2 make it to the final adding to account stage and then errors out

[Oaktown1048]

One of 3 Protects is added to Nest App. The other two receive error P024 when trying to add them. I think mine are all gen 1. It's a small house so there are other smart devices and microwave nearby.

[gonzalezerick19]

Thank you.

- 2nd Gen

- P024(4.8)

- Green

- No

- Yes, but I have pressed the button for several seconds to wipe it.  I created a new structure on the Nest app, and I had 2 new Nest Protect in the box as backup.  I opened a new one and it did the same.  Just the first one added works.

The only issue since the last unit that I added is that I have an Orbi meshed network that broadcast the same SSID for 2.4 and 5Ghz.  I have tried every option available on the Orbi.  However, I even walked far enough so my iPhone joined on the same 2.4Ghz frequency.  Nothing.

[jhferguson5]

Please look up case #3-2005000038085. All of my information is there along with screenshots. I've been told multiple times for close to 3 weeks now that "higher engineers" are working on this and will have a fix soon. Frankly, I'm fed up with this. This issue has been reported by other users as far back as 2022, so your "higher engineers" should have had a fix long ago.

[KatHods]

We wanted to add a 5th protect to our household and it would not add, kept getting P024 error message.  

Support was absolutely no help, they kept blaming it on our WIFI.  My husband and I both spent HOURS on chat with tech support and they never had a solution.

Our end result was they couldn't help, so we decided to plan our on strategy.

REMOVED all Protect's from the household, and reset to factory
We had to make a separate home for the protect - not with our Nest thermostat
Add the NEWEST protect first
When adding each of the next protects, newest to oldest, we had to activate both protects to help recognize, the PARENT one first, then the child.

FINALLY 8 hours of support time later they didn't help, we figured it out on our own.  

SUPPORT WAS USELESS!!  They go by a script and never really read your replies.

[MrMarvelus]

So it works adding multiple without the thermostat? Will try this later. Wonder if everyone with the same issue also have the thermostat. 

[Oaktown1048]

The Nest thermostat is now in the google app, not the nest app, correct?

[MrMarvelus]

Well…tried creating a new home tonight and adding just the protects and had the same issue, can only add one.  

[KatHods]

Make sure you reset all the protects to factory.  And once you wake up Parent protect, then wake up the one you are trying to add.  That is what we had to do.  We started with the newest nest first, then worked backwards.  Our oldest one expires in July, so we will have to go through all this again when we add a replacement.

[gonzalezerick19]

Nice.  This was going to be my last test, but I was hesitant to do it as I have a lot of Nest protects and tall ceilings.  I will need to scan the QR codes again to configure them, but I will take a picture of back unit for each one now.  I will reset all of the ones that I have to factory default.  I always had the Nest Hello, Nest Lock, Nest Thermostats and Cams in the Nest app under one structure separate from the Nest Protect structure, as I ran into a similar issue a long time ago.  However, now I created a 3rd structure when I was not able to add the new one.  On the 3rd separate structure, I only have 1 as any additional ones fail to install.  I will reset ALL of the protects from the 2nd structure, remove the single one I have on the 3rd structure, delete the 3rd structure and then delete ALL of the nest protects from the 2nd structure.  Basically, no nest protect will be listed under the Nest app.  Then add the new one as the "master", and start adding units by waking up the master when I start adding the 2nd one under the 2nd structure.  Hopefully, this will do the trick.  If it does, then it confirms it is not an issue with the WiFi router (ipv6 and everything else that I have read), but just related to the Protect/Nest App.  If so, hopefully when I need to replace one in the future, they will continue to work now that they all have the updated Wifi info stored??  I will try this over the weekend and I will let you know.  Thank you.

[KatHods]

Good Luck!  I really hope it works for you.  Support kept blaming ours on our WIFI too ... and it definitely is NOT the problem.  

[gonzalezerick19]

Unfortunately, it did not work.  I only have 1 device on a new structure separate from the home structure.  I will try to get a new WiFi router to test this weekend.  It was worth the shot even though I will need to program the remove the rest of them to program them if I am able to get 2 to work. 

[aw_boston]

Sorry to hear that Erick - I was not optimistic because that was one of the steps I tried and failed on. The only bright spot from the last few is that ONE post where someone from Google Nest support said they were aware of the problem and working on it. Its the first time that they did not point fingers at the ISP. I am still not optimistic but may be as more and more users realize that their existing Nest Protects cannot be safety tested from their App and that their existing Nest Protects don't really talk to the App but instead only function as dumb, stand-alone smoke detectors like the ones that cost $100 less, the pressure on Google will start to build. Or maybe someone will file that Class Action Suit and the rest of us will get a check for $4.71 in a few years time...:)

[MrMarvelus]

Looks like good is finally acknowledging there is a problem

[Doublesix]

I’m getting the same error message P024(4.8) when trying to install a new protect to an existing network with 9 functioning protects. Support told me to wipe and remove all the existing protects but now I can only reconnect one to the network so I have 9 dumb thermostats. Called support back and they said this was a known issue that engineering was working on but had no ETA on a fix. Very frustrating experience and I fear I have wasted a lot of money on devices that don’t work as they should. 

[Ble667]

Having the same issue.  I have 5 nest protects.  I decided to change my Wi-Fi password, and since then, haven't been able to add more than 1 protect.  Keeps trying to connect to the "assist". P024, sometimes P013.  I'm an IT professional, it shouldn't be this hard to add the devices.  Can they just make the app to allow devices to connect 1 by 1, instead of trying to connect to another device to "assist"?

[Tracker5]

Only one Nest Protect Gen 2 can be setup with the Nest application. I have reported this problem to Nest support as many of you have too. The error code during setup of a second Nest Protect is P024(4.8). This problem is clearly not a user issue. Please note that the most recent firmware update strongly correlates to this issue. The firmware is 3.6rc6. Note: firmware is known unstable! It is somewhat better than beta firmware, but the ‘rc’ stands for release candidate. It is a pre-release version of firmware, similar to a beta release, that’s intended for testing and evaluation before the final, stable version is released to the public. There it is! Full disclosure! 

A second symptom of the problem is encountered post setup of a single Nest Protect. Select the Protects Room followed by Wi-Fi connection. Press the ‘Start’ button. Update your Wi-Fi settings ‘Next’ Connecting will fail…. Something went wrong. Error P024(4.8).

Unfortunately the ball is in the Nest programmers court. There is absolutely nothing that Nest support can suggest or guide the customer to do that will resolve this debacle. 

The Nest support team can provide a time to repair. The Nest support team can STOP blaming the customer and take responsibility. The Nest support team can communicate openly about this problem and set expectations.

[jhferguson5]

Wholeheartedly agree that a faulty firmware rollout started this with my devices. My devices started disconnecting on their own in January, about the time of the new firmware rollout, and I couldn't get them to reconnect. I've told google support ad nauseam that this started for me with the firmware rollout.

[gtmead0009]

Add me to the club, can only add one protect and no further. Spent time with support and zero luck. This is a problem in the app or firmware. I got the we are escalating but I doubt I’ll get a response. I’m researching replacements currently.

[jfgriffiths]

Been upgrading my old nest protects, one at a time, at 3 months intervals, to keep my costs reasonable.  Just got my new one yesterday, and now I'm part of the club of 1-connected and the rest dumb.  What a stupid idea to try that solution.   This is too expensive and recommending removing ALL of my protects from integration and trying to re-connect is so bothersome.  I'll give Google a month or two to get this resolved, but if they don't, my Nest collection will be going the way of my old Z-Wave Wink Hub divorce. 

[Tracker5]

Please look at the firmware version for your Nest Protects. The latest firmware is 3.6rc6 which was released January 29, 2025. Your routers and networks are NOT the problem. Anyone trying to setup a second Nest Protect after the latest firmware update will fail with error P024(4.8). Google Nest customer support is beginning to admit the problem. As a community the only solution is to put pressure on Google Nest to get a working firmware released soon.
in the mean time DO NOT remove and factory reset any working devices that were installed prior to January 29, 2025.

[gtmead0009]

I got a note from Google support that said apparently the fix is in the next Nest app update. But no idea if will hold true or when that app update might be coming in their e-mail to me.

[Tracker5]

Hello gtmead0009. Although the January 29, 2025 firmware update broke the Nest Protect install process it is always possible that an application update could be a solution. Clearly there is an intimate relationship between firmware and software. If Google Nest follows up with a software release for IOS and Android that may work. Should you receive an early release please post your experience here.

[KC73]

Same problem here! P024 (4.8)

Please Google hurry up with the fix!

[RPMGSXR]

also stranded with only 1 of the detectors connecting and i even got a p030 after p0013 p0024 so annoying

[Tracker5]

Today Tuesday, March 18, 2025
As all of us have been struggling with Nest Protect devices error P024(4.8) I decided to leave no stone unturned. I found a solution that worked for me. I have 7 Nest Protect devices, 6ea 120v-ac and 1ea battery only device.

1. I logged into my IOS Nest application using my Nest credentials, not Google credentials.

2. I deleted all Nest Protect devices from the app.

3. I deleted my Nest account.

4. I factory reset all my Nest Protect devices.

5. Using the Nest app and a Google Gmail account email I signed into the Nest application. Sign in with Google. Do not Sign with Nest.

6. Create a new Home.

7. Add all Nest Protects devices 

That is it. All Nest Protect features worked. Should you try this please post your results to either encourage or discourage others.