Google Nest Community

polanri · ‎01-09-2023

Hi, I had 4 Nest Protect installed and running fine since recently. A few weeks ago I had to disable IPv6 on my ZenWIFI Ax (Mesh) router, which I suppose is the reason why the Nest Protects went offline.

I have now re-enabled IPv6 on my router but the Nest Protects won't connect. I have tried resetting all 4 of them, deleting them form the iOS app, restarting the iPhone and adding them back, when I scan the QR code on the back the app says it will "reactivate" the Protect (it seems it doesn't add it as a new one?) and then after entering the WiFi password I get the error "Nest protect unable to connect to WiFi, error code P006 (3.10)"

My WiFi is set to dual band (mixed 2.4 and 5 Ghz) but it has always been the case and the Nest Protects used to work fine with this when I first installed them.

Please help

David_K · ‎01-09-2023

IPv6 does need to be turned on for Nest Protect to work, so good that's turned back on. Seeing as trying to change the Wifi information hasn't worked, try a factory reset:

Press and hold your Protect’s button. It will chime and glow blue. Continue holding the button down.
Release the button when your Protect starts to say its version number.

Once reset, retry setup with the Nest app.

polanri · ‎01-09-2023

Hi David, thanks for your prompt reply, but as I said, I have already tried resetting all 4 of them, deleting them form the iOS app, restarting the iPhone and adding them back, but still no luck

David_K · ‎01-09-2023

Did you try restarting your router, by removing the power and reinserting it after 30 seconds? Do you have another phone you can try with, an Android one perhaps?

polanri · ‎01-12-2023

Hi David, restarting the router didn't work and unfortunately I have no Android device around..

Markjosephp · ‎01-12-2023

Hello folks,

I wanted to stop by and see how I could help.

Thanks for assisting the user, @David_K.

@polanri, I'm sorry to hear that you're having issues reconnecting your Nest Protects back to your Wi-Fi network, and I appreciate all the steps you have taken. Going over these steps here might help:

Please move all your Nest Protects next to each other, close to your router.
Restart them by removing all their batteries and leaving them out for at least 3 minutes before plugging them back in.
Wait a few minutes to refresh.
Proceed by adding them one at a time in the Nest app.

Please let me know if that helps, or if the issue still persists.

Regards,

Mark

Markjosephp · ‎01-15-2023

Hi polanri,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Thanks,

Mark

polanri · ‎01-16-2023

Hi, thanks for your help, I just tried the suggested steps but unfortunately I still have the exact same issue, with the same error code..

Here are the wifi settings from my router, is everything configured as it should be?

https://drive.google.com/file/d/19AcQBiARJH78DXRNnt3x-IoDyAO9yPY5/view?usp=share_link

https://drive.google.com/file/d/1eazpDukoUxnRDewGkxcNfmUpg7CIlrG1/view?usp=share_link

Regards,

Markjosephp · ‎01-16-2023

Hello there,

Great troubleshooting so far, @polanri. Thanks for sharing the screenshots of your router settings. Can you please also give these steps a try:

Follow the steps I shared above, but this time create a new home structure.
Add your Nest Protects to their new home.

Let us know if it works.

Regards,

Mark

polanri · ‎01-18-2023

Hi, still no luck I'm afraid. I have renamed the previous home, created a new home with another name, replaced batteries in one of the Nest Protect and tried to add it to the new home in the Nest app. I get the exact same issue after I enter the WiFi password, still the same error number.

polanri · ‎01-28-2023

@Markjosephp @David_K do you know how I can find out the MAC address of my Nest Protect devices? It doesn't seem to be printed on the device or on the box, there's only the serial number, which look like a MAC address but is too long..

I want to try adding it to my Router in so that it forces it to connect on the 2.4Ghz wifi..

Thanks for your help

polanri · ‎01-23-2023

@Markjosephp @David_K I guess you’re out of solutions? 🤷🏻‍♂️

dsuarez2011 · ‎01-26-2023

I am having the exact same issue with an eero mesh. I might go up to factory reset and just replace the dumb Nest/Google devices. They seem to be more trouble than they’re worth.

polanri · ‎01-27-2023

Good luck.. I've sent mine back to the shop for repair under warranty but I'm afraid they will connect fine when they will test them and they will send them to me back saying that they don't have any issue 😕

polanri · ‎01-28-2023

Ok, so I found a solution.

Apparently the issue is that the Nest devices couldn't connect to my WiFi anymore because it was a mixed 2.4Ghz / 5Ghz. It hasn't been an issue until recently but who knows why, suddently it stopped working.

My solution is to add the MAC addresses of each Nest Protect in my Router MAC address list which allows to tel the router to connect the device only on the 2.4Ghz.

In order to find the Nest Protect MAC address, since it doesn't appear to be written anywhere, I first had to connect the Protect to the wifi hotspot from my iPhone, by doing the setup on my ipad.

The Protect successfully connected to the Internet this way and I could find his MAC address in the details in the Nest app. I then deleted it from the app, reset the Protect, added the MAC address to my router and did the setup again this time connecting the Protect to my router's WiFi and.. It worked!

I had to do it for each of my Nest Protect.

Hope this helps someone..

Markjosephp · ‎02-06-2023

Hello there,

Thanks for letting us know and for updating us on what you've done to have it sorted out by adding their MAC address to your Wi-Fi settings. @polanri. If there’s anything else I can help you with, please let me know.

@dsuarez2011, I'm sorry for the trouble, and I hope you've tried the steps shared by polanri. Please let us know if that works for you or if the issue still persists.

Regards,

Mark

Markjosephp · ‎02-09-2023

Hello dsuarez2011,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Thanks,

Mark

EmersonB · ‎02-10-2023

Hi everyone,

@dsuarez2011 just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let us know.

I appreciate the help, davidking and Mark.

Best,
Emerson