Nest protect claims its offline but Wifi connection is okay

[homartens]

Hello all,

I'm currently experiencing issues with 3 of my Nest Protect Gen2 devices. 
I'm using 7 Nest Protect Gen2 devices in my home but only 3 of them report that they are offline. Offline means, they show yellow light and when I press the Protect button they tell me they are offline.
The following table shows device details and if they report offline status:

device location	offline	Model	Software
upper floor middle room	yes	Topaz-2.7	3.5rc3
ground floor sleeping room	yes	Topaz-2.7	3.5rc3
ground floor living room	yes	Topaz-2.7	3.5rc3
upper floor child room 1	no	Topaz-2.9	3.5rc3
basement	no	Topaz-2.7	3.5rc3
upper floor child room 2	no	Topaz-2.33	3.5rc3
ground floor working room	no	Topaz-2.9	3.5rc3

When I open the Nest App it documents that everything is okay at my home. I can scroll through all Protect devices and every device passed all tests including WLAN/ Wifi to be okay.
I followed the Nest/ Google support documentation and did a network test for all affected Protect devices and all devices reported network to  be okay.
I updated the WLAN/ Wifi settings of the affected devices, they successfully connected to my Wifi again, but they are still offline. 
When I open the Nest App to see the device reports, the offline Protect devices miss several days. I'm still using a Nest account and did not migrate to Google yet.
Here are some more details about my network environment at home:

• Router: AVM Fritz!Box 6690 cable, firmware level 7.50 (latest)
  WLAN 2.4GHz and 5GHz both using same SSID, Wifi6
  No power saving feature enabled
• The WLAN router's position is nearly in the middle of the house, on the ground floor. 
• the Protect WLAN connectivity is very good from monitoring the router. One of the affected Protect devices, ground floor living room, is very close the the router, only about 3 meters away.
• I changed the router recently, from AVM Fritz!Box 6590 to 6690; WLAN SSID and password remained the same.
• AVM Fritz!Box 6590 was using Wifi4 while the new 6690 is using Wifi6
• after changing the router the Nest Protect devices reconnected to the new router without any need to update settings
• all 7 Nest Protect devices report battery status okay

My feeling is that the older Nest Protect models Topaz-2.7 cannot handle Wifi6 and/ or WLAN 2.4GHz and 5GHz using same SSID. The not affected Topaz-2.7 model in the basement may be unable to see the 5GHz network.
My old router AVM Fritz!Box 6590 was using Wifi4 but same 2.4/ 5GHz setup. In the 6590 environment I never had an issue with Nest Protect devices reporting offline status.

Did someone experience similar issue and can help me to fix this issue?
Let me know if I missed some details required to track this issue down.
Many thanks and enjoy your day,

Holger

[zoeuvre]

Hi homartens,
 

Thanks for reaching out to us. I know it’s been a while, and I’m sorry to hear about the situation. 

A few questions: How far have you gotten in pairing your device? Is there any message that shows on the app as you add your device to it? And how far is the device from the router? Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.

I’ll look forward to your response. 

Best,

Zoe

[homartens]

Hello Zoe,

thanks for your reply. 

The Nest Protect having most problems is sitting about 3 meters away from the Wifi router; nothing in between, same room, no walls. I just rechecked the status in the app and surprisingly none of the Nest Protect devices experiences an issue since days. This supports my assumption that the issue is not the Wifi but the connection to the Nest cloud. As I already wrote in my initial post, the app always shows Wifi okay and the Circle at the App start page is always green. 

Anyway ... the problem went away. Nothing I can recreate now.

Is there a way to close this thread as "resolved"?

Thanks and regards,

Holger

[zoeuvre]

Hi there, 
 

Thanks for getting back to us, and I’m glad that everything has been sorted out. 
 

As you’ve requested, I'm going to lock this thread and mark it as complete. Feel free to create a new one if you have more questions or have other concerns in the future.
 

All the best,

Zoe