Nest protect offline after router update

[Lostacos]

I tried to reset the wifi hoping I could just enter the new password but no luck!

I decided to remove the two Nest Protect devices to re-add them but now I’m supposed to pull them out to scan a QR code but one of them is wired and I’m now expected to turn off the electricity which I can’t because my fridge is connected and it may affect heat too.

What a broken user experience… seriously!

I was able to remove the device that was not wired and I scanned the QR code but I get an error “can’t setup”. I also tried entering the code and I select the Nest network in  my wifi settings. But it doesn’t seem to connect.

What a waste of time 

what am I supposed to do?

[EmersonB · Accepted solution]

Hi Lostacos,

Thanks for reaching out here in the Community. We hear you and that is not the experience we want you to have. To confirm, did you use your same Wi-Fi name and password? 

You can update your Nest Protect's Wi-Fi information.

For 2nd gen Nest Protect: 

1. On the Nest app home screen, tap Settings .
2. Select your Protect.
3. Under "Device options," tap Wi-Fi connection.
4. Tap Next. Nest will attempt to connect to your Protect, and it will start looking for nearby Wi-Fi networks.
5. Select your Wi-Fi network and enter the password. Your Protect should automatically reconnect.

If you already removed them from your Nest app, you need to reset all of them to the factory default.
 

To reset:

1. Press and hold your Nest Protect’s button. It will chime and glow blue. Continue holding the button down.
2. Release the button when your Nest Protect starts to say its version number.
3. Your Nest Protect will start a verbal countdown and tell you it’s erasing all your settings.
   • To cancel the factory reset, press Protect’s button again during the countdown. 
4. After a few seconds your Protect will reset to its factory default settings. You can then go through setup with the app and add it to an account again.

Reminder:

• When setting up multiple Nest Protects they should be placed on a table near your Wifi router.
• While pairing they should have a blue light pulsing, indicating that they are ready to be set up. If not, just press it one time. 

Let us know how it goes.

Best,

Emerson

[Lostacos]

Success! I was able to set both after the factory reset which is a very simple process. Luckily I was able to stick my phone camera to scan the QR code off the hanging wired device. Other instructions I had got asked to turn off the electricity and remove the device.

I did spend a lot of time reading support articles before asking for help here. I did try the change the password the way you suggested and it didn’t work which was the most frustrating part of this whole process. I got stuck when the device could not use the wifi subnet the app created.

Lessons learned:

- take picture of all your devices serial numbers

- if the normal wifi reset in the app doesn’t work just reset to factory settings and follow instructions. It’s pretty simple. 

- you don’t need to removed your wired device as long as you can read the codes, take a picture or scan the QR code. Ask for help if you don’t feel comfortable doing this while in a ladder. Not worth risking a fall! 

[EmersonB]

Hello Lostacos,

I appreciate your efforts in getting back to us and sharing your update about your issue. We're glad that you're able to set it up on your end. Kindly let us know if you have additional questions in mind.

Regards,

Emerson