Nest Protect offline in Home app - online in Nest app

[Anon3476]

Hi everyone, I recently switched to a fiber optic internet connection, and since then, I've been having persistent issues with my Google Nest devices.

Here's what happened: After the switch, I reset all my devices, deleted my home setup in Google Home, and recreated everything from scratch. However, problems keep occurring: My Nest Protect (smoke detector) works fine in the Nest app but always appears as "offline" in the Google Home app.

None of these issues happened with my previous internet connection. I've already tried resetting my modem/router and the device multiple times and ensured it's connected to the same Wi-Fi network.

Has anyone else experienced similar problems after switching to fiber optic internet? Could it be related to the new router or network settings? Any advice or solutions would be greatly appreciated!

[tgwallbank]

Same problem after adding an additional protect yesterday. My first unit dispayed correctly in the Home app and I have fibre so that is not your problem. I think the problem is in the Home app somwhere but asall my units diplay correctly in the Nest app I am leaving it as is.

[Anon3476]

Have you tried to change some settings in Google Home/Nest and see if it goes?

[tgwallbank]

Well, guess what. I just checked the Home app and both units are now showing up connected...they were not so this am. I have done nothing in settings on either app so it must rectify itself eventually, hope yours does too.

[Anon3476]

I think it's an internal bug of the Home app that doesn't recognize Nest devices after being reset and reconnected to the account.

[maedacortez]

Hi Anon3476,

Thanks for reaching out. I understand that your Nest Protect shows offline in the Google Home app, but not in the Nest app. I'm happy to assist you!

Before I can help, I need to ask a few questions to better understand the situation:

• Did the inconvenience start after you performed the migration?

• Have you updated the Google Home app and the Nest app recently?

• What generation is your Nest Protect?

I look forward to your response.

Regards,

Manuel

[Anon3476]

Hi Manuel

- Yes, this issue started after I changed my internet connection and then wi-fi and reset every device and the whole house on Home from the beginning. This device is the only one in 15 that gives me issues.

- Home version beta 3.29.157.6; Nest version 5.80.0.8.

-Nest Protect Software 3.6rc6 (3 November 2032). Last updated: 17 February 2025

Thanks for helping

[maedacortez]

Hi Anon3476,

Thanks for your reply. I recommend removing the Nest Protect from the Nest app and re-adding it.

Please follow these steps:

1. Sign in to the Nest app.

2. If you have another home, on the app home screen, tap Menu, then select the home that has the Nest Protect.

3. On the app home screen, tap Settings.

4. Tap on the Nest Protect.

5. Scroll down and select "Remove."

6. Confirm your choice.

After doing this, please try to re-add the Nest Protect by following these steps:

1. Open the Nest app.

2. Tap "Add product."

3. Follow the on-screen instructions.

Let me know if this helps.

Regards,

Manuel

[Anon3476]

Hi Manuel. Yesterday it started working properly before I even try this solution of yours. however I find continuous offline issues and notifications for my Nest Camera Outdoor with battery, which did not happen before. The WiFi connection should indeed be more powerful today than before, even from the speed test results. All other unwired devices work perfectly... Could it be the same error?

[maedacortez]

Hi Anon3476,

Thank you for your reply. I understand you've mentioned that your Wi-Fi connection appears stable, yet your Nest Outdoor camera is offline, and you're experiencing issues with notifications. First, I recommend verifying that your notification settings are enabled. Please visit the "Camera and Doorbell Alerts" section to confirm.

I hope this helps.

Regards,

Manuel

[Anon3476]

Everything is ok with the notifications. But I still I get offline camera notifications. People presence notifications instead work normally when the camera is online ...

[maedacortez]

Hi Anon3476,

Thanks for your reply. I need to ask some questions to better understand.

Are you getting any error messages?

How far is the camera from the router?

What troubleshooting steps have you done so far?

Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?

I will be awaiting your response.

Regards,

Manuel

[Anon3476]

Hello. The camera is at the same distance as ever, where it has been for 3 years. I have tried several times to reset it and restart the modem.There are no wireless devices nearby. At random times comes a notification that only says: offline, garden camera is offline. Check the wifi. With the old and slower copper-fiber connection it did not happen. Thx

[maedacortez]

Hi Anon3476,

Thank you for your reply. I recommend you try restarting your Google Nest Outdoor camera. Please visit the Nest Cam (battery) or Nest Cam with Floodlight help pages, where you will find the steps to do so.

Let me know if this helps!

Regards,

Manuel

[Anon3476]

I tried to reset but nothing changes. If this can help I paste my Wi-Fi settings: secured with WPA2-Personal, broadcasts its SSID, and operates on both 2.4 GHz (channel 1, 20/40MHz) and 5 GHz (channel 100, 20/40/80/160MHz) bands using mixed 802.11g/n/ax and 802.11a/n/ac/ax modes respectively.

[forrestscs]

Same. 16 Nest protects are "offline" in Google Home. All 16 are "online" in the Nest app. EERO reports the 3 battery versions as disconnected (which from my findings is normal; they only periodically connect to wifi), and the remaining 13 wired are connected fine.
Seems to have just recently happened. Few days ago this wasn't the case. Was reporting fine for a few weeks.