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Nest protect won't update wifi or add product

bigeasy1
Community Member

Hello, I updated my ISP, hence setup a new wifi network etc. I was able to update my nest thermostat on the device itself (using the thermostat), and my nest hello via the app.

 

However, I am unable to update any of my protects. I cannot update wifi on any of them. So I decided to factory reset one of them, and try adding it as a new product. When I do this, I get a

 

1. First tries the connecting to existing nest products.  Then gives me a "We've run into a problem setting up Nest Protect (error code P014)"

2. Then tries to connect directly with the protect and gives me a "The entry ket does not match this Nest Protect

Check that the network you selected matches the nest protect....

P.021 (4.6)

I'm at a loss...

I've restarted all the things (modem, router), verified that ipv6 is enabled, updated/reinstalled nest app etc. I just can't seem to get it to work. All of this was fine before I switched networks, so I know the devices work fine...

 

HELP!

10 REPLIES 10

MelbaDT
Community Specialist
Community Specialist

Hey bigeasy1, 

 

Thanks for posting a detailed description of your concern and I'm sorry to hear about your Nest Protect devices. Could you try the steps below then let me know how it goes?

 

  1. Make sure your phone's Nest app is up to date. You may proceed with uninstalling and reinstalling it. 
  2. Move your Nest Protects and mobile device closer to your router as you try to add your Nest Protects to your Nest app.
  3. Reset your Nest Protect to its default settings. You should also restart your phone or tablet then reopen your Nest app.
  4. If you still get these codes, check your router settings. Take a look at this link for more information: https://bit.ly/3r29iNR

Best, 

Melba

Cor1
Community Member

I have same issue - any other suggestions - still not working.

MelbaDT
Community Specialist
Community Specialist

Hey Cor1, 

 

Sorry for the delayed response and I'm sorry to hear that you're running into the same experience with your Nest Protect devices. 

 

Have you had the chance to try the suggested steps I've listed above? Also, have you checked this link and made sure that your router settings are good: https://bit.ly/3r29iNR

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi Cor1, 

 

Checking back in — how's it going? Still need our help?

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey folks, 

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

 

Best, 

Melba

Garethrees21
Community Member

I’m getting the same issue had 5 protects all working fine with thermostat until it migrated then only the thermostat will connect I have tried everything including the router settings and I’m still getting p0006 every time they are working only 3 years old I never have any issues like this with honeywell evo plus if I did they have a technical help line! Not impressed nest/Google 

MelbaDT
Community Specialist
Community Specialist

Hey Garethrees21, 

 

Sorry if you feel that way and thanks for chiming in. 

 

Should you need real time support, please reach out to our team via phone, chat or social media on this link: https://bit.ly/3adTfGB

 

Since you're here, I want to check on your concerns. Just to cover all the bases, could you provide a rundown of all the steps you've tried on your Nest Protect devices? Have you tried the troubleshooting steps here: https://bit.ly/3feLkKO

 

Best, 

Melba

Garethrees21
Community Member

Everything apart from the router I’m waiting for the customer to get their internet guy in to do it. 
I would then have done everything recommended if that don’t work I will try to chat with you. 

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Understood — keep us posted by replying to this thread or reaching out to our support team via phone or chat for real time support via this link: https://bit.ly/3adTfGB

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi, 

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

 

Best, 

Melba