cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest Protects failing network status checks on Android, but web app says online

zachrattner
Community Member

I have 8 Nest Protect (all battery) units in my home. I set them up 2 months ago but now I am facing two issues: 

  1. My Nest Protect devices are not reliably passing the network status check
  2. Nest itself is giving me inconsistent information - if I check Nest from the web app on a laptop, it tells me a particular Nest Protect is offline for the last 5 hours. But in the Android app, it tells me the same device passed the network status check 5 hours ago. 

My issue will be resolved when the following are true:

  1. My Nest Protects pass network checks consistently and reliably. As long as the batteries are good and strong Wifi is available, they should not be failing checks.
  2. I should get consistent results on the status of my Nest Protects regardless of how I check the status (web app or Android app)

Last week, I got a notification that 2 of my Nest Protects went offline. I have gigabit Internet and a 3-node Asus AiMesh network in my house and confirmed I have 100+ Mbps in every room in the house. 

  1. I tapped the button on the offline Nest Protect to wake it up. It showed yellow and said that it was offline.
  2. I tapped and held to do a connectivity check. It said it was checking, then after a few seconds the light shut off and the Nest web page still shows offline
  3. I chatted with support for 45 minutes and they sent me through a bunch of scripted and irrelevant activities (e.g., resetting my Wifi) and they were unable to find the root cause. 

After dropping close to $1,000 for all these Nest Protects, I'd expect them to work reliably, and for support to be prompt and effective if any issues come up. Does anyone have any suggestions on how to resolve this? Like many other users, I bought Nest Protect for safety purposes so I can't have them randomly failing for inexplicable reasons. 

9 REPLIES 9

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be frustrating but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS
 

Hi Garrett, yes the issue is still happening and my original post clearly explains the troubleshooting steps I've taken. 

GarrettDS
Community Specialist
Community Specialist

Hi there, 

Thanks for getting back to me. Would you mind doing a factory reset on your devices as well as unlinking them from the app and connecting them again please?

 

Please let me know if that works for you. 

Best regards, 
Garrett DS

zachrattner
Community Member

I've already done that twice. It makes things work for a few weeks/months, but then later it fails.

GarrettDS
Community Specialist
Community Specialist

Hi there, 

I would suggest doing it 1 more time, and in the meantime we are happy to create a case for you so that our customer support can reach out to you to look at possibly getting a replacement set up. 


Let me know how that sounds. 

Best regards, 
Garrett DS

zachrattner
Community Member

Ok. I'm traveling now but can try next week when I'm back.

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to hop in here to see if we still needed help on this. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

Hasn't failed since

GarrettDS
Community Specialist
Community Specialist

Hey folks,
That's great news. It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS