Nest protects won't connect after forced migration freezes up.

[Jaydeevee]

MY Nest Thermostat and 2 Protects (1 wired and 1 wireless) have been running fine for over 4 year. Never wanted to switch to my Google account because I didn't see the need. Today, I couldn't sign in with my Nest account. Wrong password message. Requested a reset several times but the emails never arrived. So I was forced to sign in with my Google account and was prompted to migrate my account. Followed the directions and sure enough, the app froze in the middle of it. Lost all data. Had to manually add my devices to the account. Thankfully, the thermostat was not a problem.

Neither one of the Protects will connect. The app doesn't recognize the device when I'm trying to scan. When I put in the key manually it will get as far as connecting to the Nest wifi and attempting to connect to the Protect before I get an error message and the suggestion to reset the device. Tried resetting the devices, restarting the phone, using a different mobile device, using a different wifi channel (both 2.4), all to no avail. Didn't have any of these issues when I originally connected the Protects, about 4 years ago.  Knowledge database has been zero help. Any suggestions?

[Lance_L]

Hi Jaydeevee,

Thanks for posting in the Community and sharing all the steps you’ve taken to fix the issue. Apologies for the delayed response here. I’d be happy to help you with the Nest Protect. Let’s check it out.

Please try the troubleshooting steps below:

1. Check for iOS updates and install them if there are any.
2. Uninstall the Nest app then restart the mobile device.
3. Reinstall the Nest app and sign in.
4. Reset Nest Protect and erase all settings.
5. Set up Nest Protect with the app

You can check out this guide if you still can’t connect Nest Protect to the app or Wi-Fi.

Let me know how it goes.

All the best,

Lance