Nest Protect WiFi confusion

[CaptainHaddock]

Hi all,

I have 4 Nest Protect (Gen2) units in my home. This week whilst away from home I noticed that they were all showing as off line in the Nest App. I have been through all the troubleshooting steps to get them online and it is here where I am getting very confused.

In the Nest App they are showing green and it states the wifi is OK. In the Google Home App it states everything is ok including the wifi. However when I press the button on the device it states they are all off line.

Whilst trying to reset everything I removed one of the Protect and it will now not re-connect no matter what I try.

Any ideas?

[humbertogarcia]

Hi CaptainHaddock,

Thanks for contacting this community! I understand you're experiencing a confusing contradiction where your Nest Protect (2nd gen) units appear online in both the Google Home and Nest apps, yet the devices themselves indicate they're offline when you press their buttons. Furthermore, one unit isn't reconnecting. I'm ready to help you sort this out.
To start, please provide the following details:

• What does the Nest Protect say (word-for-word, if possible) when you press its button?

• Have there been any recent changes to your home Wi-Fi, such as a new router, password, internet service provider, or mesh system?

• When trying to reconnect the disconnected unit, do you see any specific error messages or codes?

• For the units still installed, what is their battery status as shown in the app?

While we gather the above details, please try these initial troubleshooting steps, as they often resolve connectivity issues:

• Restart Your Wi-Fi Router and Modem: Unplug both from power for about 60 seconds, then plug the modem back in, wait for it to fully boot, and then plug the router back in.

• Restart Your Nest Protect Units (Still Installed): Gently twist each Nest Protect counter-clockwise to remove it from its base, wait for about 30 seconds, then reattach it. 

• For the Unit That Won't Reconnect: When you try to re-add it, place it as close to your Wi-Fi router as possible during the setup process.

I hope this message helps, and I look forward to hearing from you.

Regards,

Humberto

[CaptainHaddock]

Humberto,

Firstly, apologies for not responding sooner your reply had gone into my junk folder and I've only just found it. 

Thankfully I think I've solved the problem. Basically I started from scratch with all four units and despite this some of them were announcing they were offline and some were ok. I then resigned myself to waiting until someone responded to my message with any further advice. Your message has reminded me about the issue and I have just checked them and they are all saying they are ok so I think we're in a good place.

As to why this happened I have no idea. I did wonder if a power cut could have caused the issue but nothing else seems to be affected unless there was a small electrical surge and the protect units didn't recover their connection with the network and everything else did. It didn't help that we were away when we noticed it so weren't home to witness or experience any such electrical issue ourselves.

Once again thanks for your response it's much appreciated.

Darren

[humbertogarcia]

Hi CaptainHaddock.

Thanks for taking the time to get back to me! I'm very glad to hear that your Nest Protect units are now all showing as online.

Your theory about a power fluctuation is a very plausible explanation for this kind of behavior.

Please don't hesitate to reach out if you need additional assistance. I'm here to assist you.

Regards, 

Humberto

[Deenie]

I’m having the same problem. Green light on, pressing the button takes it to testing. All good. Battery is fine. Won’t connect to the app. 

[humbertogarcia]

Hi Deenie,

Thanks for posting in the community and for taking the time to test your device! 

I understand your Nest Protect isn't syncing with the app, and I'm happy to help you find a solution.

To help me understand what's happening, could you tell me:

1. Besides the test, what other methods have you tried? Which steps did you follow?
2. When you say it "won't connect to the app", does it show as 'offline' in your Nest app? Does it return any error messages?
3. Have you made any recent changes to your home Wi-Fi (e.g., new router, changed Wi-Fi name/password)? Are any other Nest devices online?
4. Have you already tried restarting your Wi-Fi router?
5. What's your Nest Protect model?
6. How far is this Nest Protect from your main Wi-Fi router?
7. How many Nest Protect units do you have?

I look forward to your answers so we can troubleshoot this together.

Regards,

Humberto