Nest protect pathlight

[Tabo]

I just have purchased a wired nest protect 2nd generation unit. I set it up without issues but the pathlight do not work at all. I selected always ON  and do not lit. The nightly promise feature do not work as well. The wifi connection works ok with my app. I'm thinking in returning this unit.

[findjeremy]

I have the same problem. I got my Nest Protect ~1 week ago and set up everything fine. The App says everything is working fine but I can't get the Pathlight to work at all despite the hallway being pitch black etc. The only thing any help article says is it might be the batteries. Wouldn't the app say the batteries are low? (even though its brand new). So frustrating as this was going to be a really nice bonus as it's in our upstairs landing and its really dark at night for the kids walking to the toilet etc!

[Mlabrador]

Hi folks, 

Thanks for posting and apologies for the late reply. 

@Tabo & @findjeremy, could you try to turn it off and on the pathlight settings on the app? Here's how: https://goo.gle/3QrqE2P

Keep me posted. 

Regards, 

Nikki 

[findjeremy]

Yes done that multiple times with no luck. Is it possible that the batteries could be causing this even though the unit is only 1 week old?

[Mlabrador]

Hi findjeremy, 

Thanks for trying those steps. To confirm, have you received a low battery notification from your app or device? If not, we can try a few more steps below:

1. Power cycle the affected Nest Protect (press and hold until start-up chime).
2. Test another unit in the same location and vice versa.
3. If the issue is isolated to a particular unit, erase all settings, re-add the device to the Nest Account to enable Pathlight, and test again.

Regards, 

Nikki 

[Jake]

Hey findjeremy,

I wanted to check in and see if you managed to see Nikki's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[findjeremy]

Thanks Jake. I don’t have another unit to test with (one is on order) and I’ve done the full power cycle with no luck. I’m going to try and do a full factory reset and see how we go from there. Will post back here either way.

[Jake]

Hey findjeremy,

I wanted to check back in with you, and see if the factory reset had helped resolve your issue. Please let me know if you have any questions from here, as I would be happy to take a closer look.

Best regards,

Jake

[findjeremy]

Hi ,

Thanks for checking back in and YES something between factory resetting and re-adding it to the Nest app seems to have got it working! Thanks again for your help!

Cheers,

Jeremy

[Jake]

Hey findjeremy,

I am glad to hear that worked out for you. I am going to keep the thread open for a couple of days to make sure everything is working properly from here. Please let me know if you have any questions, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey findjeremy,

I wanted to check back in with you, and let you know that I will be locking the thread in 24 hours. Please let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake