New wifi network connection issues

[Rouppe]

Dear,

I have a new wifi network and all my 10 Google Nest Protect’s are offline in my Nest app. 

I resetted one Google Protect, but even then I can’t connect the wifi network. 
My wifi is working fine, I have Hue and Sonos in my Google Home app, they work also fine. 

But I can’t connect met Protects with my Wifi network, although I tried all the mentioned steps in Google Help. 

What to do?

[luciaaa]

Hi, @Rouppe!

Thank you so much for posting in the community. I’m truly sorry your Nest Protects are offline. I understand that connecting your smoke alarms is essential to the security of your home. Help’s here!

I appreciate all the troubleshooting steps you've taken from the Google Help Center. To better assist you, please provide the following information:

• Are your Nest Protects battery-powered or wired?
• Are they 1st generation or 2nd generation?
• Are you using the Nest app?
• When trying to pair the smoke alarm, do you receive any error codes?
• What other Nest devices do you have connected to the Nest app?
• Are you attempting to connect to the 2.4 GHz or 5 GHz network?
• Could you please describe the specific troubleshooting steps you've tried so far?

In the meantime, please try the following troubleshooting step:

Force Update:

1. Press the Nest button once. It should say, "Press to Test."
2. Press and hold the button until the Protect says, "Checking the network."
3. The LED ring will briefly glow green and then turn off when the process is complete.

If the Nest Protect still can't establish a connection, it will say, "Try again later" and display a yellow LED light. In this case, please try the following:

• Test the Nest Protect in the location of an online unit.
• Test the Nest Protect in another location within your home.
• Test the Nest Protect on a different network or router.

Best regards, 

Ana

[Rouppe]

In addition: after the force update, the Nest Protect reacts ”try it again later”

[Rouppe]

Dear Ana, find my answers below in Capital:

• Are your Nest Protects battery-powered or wired? BATTERY
• Are they 1st generation or 2nd generation? 2ND
• Are you using the Nest app? YES
• When trying to pair the smoke alarm, do you receive any error codes? I TRY TO UPDATE THE WIFI SETTINGS VIA NEST APP (WIFI UPDATE), THE APP SAYS, CONNECTING. CAN TAKE A MINUTE. THE NEST PROTECT RING BECOME BLUE. THEN THE RING SWITCHES OFF AFTER 3 MINUTES, AFTER 10 MINUTES, I GAVE UP. NO ERROR, STILL MESSAGE “CONNECTING”
• What other Nest devices do you have connected to the Nest app? NOTHING, ONLY PROTECTS
• Are you attempting to connect to the 2.4 GHz or 5 GHz network? I HAVE BOTH. WHEN USING THE NEST APP ON MY IPHONE I CONNECT MY IPHONE TO THE WIFI 2.4GHZ NETWORK. 
• Could you please describe the specific troubleshooting steps you've tried so far?

- I REMOVED ONE OF THE 10 NESTS AND TRY TO ADD THE REMOVED ONE. BUT THEN THE NEST APP IS GOING TO LOOK FOR A CONNECTED NEST DEVICE, WHICH IS NOT AVAILABLE. SO I CAN’T ADD A REMOVED NEST PROTECT.

1) I CHECKED IF THERE WAS A NEST NETWORK ISSUE

2) I CHECKED IF I HAVE THE NEWST NEST APP

3) CHECKED THE WIFI CONNECTION (IS WORKING GOOD)

4) GET CLOSER TO THE ROUTER

5) SWITCH OFF THE NEST APP & IPHONE

Force Update:

1. Press the Nest button once. It should say, "Press to Test."
2. Press and hold the button until the Protect says, "Checking the network."
3. The LED ring will briefly glow green and then turn off when the process is complete.

=> I DID THIS IN THE PAST AND JUST DID IT AGAIN. PROTECT RING KEEPS BLUE BLINKING.

• Test the Nest Protect in the location of an online unit. WHAT DO YOU MEAN? NONE OF THE 10 (NOW 9, BECAUSE I REMOVED ONE) ARE CONNECTED ONLINE. ALSO NO OTHER DEVICES ARE CONNECTED.
• Test the Nest Protect in another location within your home. I DID, NO RESULT.
• Test the Nest Protect on a different network or router. I HAVE 1 NETWORK AT HOME. SO I CAN TRY IN ANOTHER HOUSE (SO I TAKE 1 PROTECT WITH ME AND MY IPHONE, AND TRY TO ESTABLISH WIFI CONNECTION IN THE OTHE LOCATION?)

LOOKING FORWARD TO YOUR ADVICE. MICHIEL

[luciaaa]

Hi, @Rouppe!

Thank you so much for your response. I really appreciate all the detailed information. I’m truly sorry that after the steps provided, the inconvenience still persists. I’m happy to assist you further.

Before troubleshooting, please ensure the following:

• The Nest Protect and your device are on the same Wi-Fi network.
• Bluetooth is enabled on your device but not connected to other devices.
• Cellular data is turned off.

• On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Nest or Home app.
• The already-connected Nest Protect is awake and within 2-3 meters.

Since the removed Nest Protect cannot be added again, please try these troubleshooting steps: 

Perform a factory reset on the Nest Protect and try to pair again. If it doesn’t connect, please try using a different mobile device to pair the Nest Protect. 

Please let me know how it goes. 

Best regards, 

Ana

[Rouppe]

Dear Ana,

How do you know on which wifi network the Nest Protect is connected? I think they are not connected at all. I installed the Nest app on my ipad, switched off cellular data (so only wifi is on), checked via tab Privacy the LAN access (is green). 

And you write to put the already-connected Nest protect is awake and with 2-3 meters: the problem is that I have no connected NEST protect device at all.

I performed a factory test and tried to pair again, but I get the problem code P014 (0.65). On my iphone and on my iPad. 

What can I do else? Thx

[luciaaa]

Hi, @Rouppe!

Thank you so much for your response. I'm truly sorry you're receiving the P014 error code. I'd be happy to assist you further with your Nest Protects.

To troubleshoot the pairing code you're receiving, please follow these troubleshooting steps:

• Ensure your device is ready: Briefly press the large button in the middle of the Nest Protect you're trying to pair to wake it up.

• Refresh Bluetooth: Find the Bluetooth setting and switch it off and wait a few seconds, then switch Bluetooth back on.

• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi; they try to pair the Nest Protect again. 

• Get closer to the router: Bring all the Nest Protects near to the router and try to pair them. 

• Restart your router: Unplug the power cord from the back of your router, wait for about 30 seconds, and plug the power cord back in and wait for it to restart completely.

• Perform a factory reset on the Nest Protect. If possible, try setting it up again with a different mobile device than the one you already used.

Please let me know how it goes.

Best regards, 

Ana

[Rouppe]

Dear Ana,

On which device is this instruction referring to? (Iphone or Nest:

“Refresh Bluetooth: Find the Bluetooth setting and switch it off and wait a few seconds, then switch Bluetooth back on.” 

[Rouppe]

Because I can’t find Bluetooth setting on the Nest Protect itself. And the next bullet states you have to switch BT on, on the mobile device. So it looks like it should be on the Nest protect

[luciaaa]

Hi, @Rouppe!

Thank you so much for your response. In this case, the step to "refresh Bluetooth" must be performed from your mobile device. The same applies to the airplane mode step.

Feel free to reply if you have any questions.

Best regards,

Ana

[Rouppe]

Dear Ana, SEE IN CAPITAL MY FEEDBACK AND QUESTIONS:

• Ensure your device is ready: Briefly press the large button in the middle of the Nest Protect you're trying to pair to wake it up. I DID

• Refresh Bluetooth: Find the Bluetooth setting and switch it off and wait a few seconds, then switch Bluetooth back on. I DID IT ON MY IPHONE

• Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi; they try to pair the Nest Protect again. I DID IT ON MY IPHONE, PAIRING FAILED

• Get closer to the router: Bring all the Nest Protects near to the router and try to pair them. I DID, BUT STILL FAILING

• Restart your router: Unplug the power cord from the back of your router, wait for about 30 seconds, and plug the power cord back in and wait for it to restart completely. I DID, I HAVE AN UNIFY 6 PROFESSIONAL WIFI NETWORK. PAIRING STILL FAILING

• Perform a factory reset on the Nest Protect. If possible, try setting it up again with a different mobile device than the one you already used. I DID, BUT STILL FAILING

NEW TRY WHAT WAS SUCCESSFUL:

- I DELETED THE NEST APP FROM MY IPAD, INSTALL IT AGAIN AND LOGGED IN WITH MY WIFE’S GMAIL ACCOUNT WHICH WAS NEVER USED FOR NEXT PROTECT.

- PUT IPAD IN AIRPLANE MODE, ONLY BLUETOOTH (NO CONNECTIONS) AND WIFI ON (CONNECTED TO MY 2.4 GHZ SSID) .

- MADE A NEW HOUSE IN THE NEST APP AND THEN ADD THE NEXT PROTECT WHICH WAS CLEAN (FACTORY RESET PERFORMED) AND THEN I COULD ADD THE CLEANED NEST PROTECT.

MY CONCLUSION;

- WIFI IS OK

- IPAD IS OK

- NEST PROTECT IS OK

BUT HOW CAN I CHANGE THE WIFI OF THE OTHER 9 NEST PROTECTS TO MY NEST APP WITH MY NEST HOME? 

IT IS WEIRD IF I HAVE TO PERFORM ALL 9 NEST PROTECTS A FACTORY RESET AND I CAN’T USE MY OWN NEST APP WITH MY HOUSE.

LOOKING FORWARD TO YOUR ANSWER.

[luciaaa]

Hi, @Rouppe!

Thank you so much for your detailed response. I really appreciate you taking the time to uninstall the Nest app, log in with your wife's account, create a new home structure, and follow the troubleshooting steps. I'm glad to know the cleaned Nest Protect was added successfully, and I'm happy to help you further!

If you want to change the Wi-Fi network for your other 9 Nest Protects, please follow these steps:

• On the Nest app home screen, tap Settings.
• Select the desired Protect.
• Go to Device options > Wi-Fi connection.
• Tap Next. Nest will attempt to connect to your Protect and scan for nearby Wi-Fi networks.
• Select your Wi-Fi network and enter the password. Your Protect should automatically reconnect.

If you would like to bring all the Nest Protects under the same new home structure, you might need to reset the Nest Protects and erase all settings and set up the Nest Protects under the new home structure. 

Please let me know how it goes.

Best regards, 

Ana

[Rouppe]

Dear Ana,

I don’t completely understand your answer.

My goal is to have all 10 Nest Protects in my own Nest App. Currently I have

1) on my iPhone: I have 9 Offline nest Protects from which I can’t update the wifi settings in the Nest App with my Google account (I tried everything what you said)

2) on my iPad: 1 connected Nest Protect in the Nest app with my wife’s Google account

What do I need to do to get 10 connected Nest Protects in the Nest app on my iPone with my google account?

[luciaaa]

Hi, @Rouppe!

Thank you so much for your response. I sincerely apologize if I didn't explain myself clearly. I'm happy to provide further assistance.

If changing the Wi-Fi network to the Nest Protects doesn't bring them back online, please remove the Nest Protects from the Nest app, perform a factory reset, and then try setting them up again on the Nest app.

If you're unable to add the Nest Protects using your phone, please try adding them using another device while still using your account.

Please let me know how it goes.

Best regards, 

Ana

[Rouppe]

Dear Ana,

I have removed all 9 nest protect from my iphone from my Nest home and the 1 from my Wife’s home on my ipad.

I performed a factory reset to them all and added them one by one.

In my Nest app on my iphone, I see all 10 Protects in green.

But, when I push on the button of 1 Nest protect, then it mentioned that 3 of them are offline (Main bedroom, bedroom and basement). If I push on 1 of these 3 Nest Protects then it mentioned only the 2 other Protects are not connected. 

What can I do?

[luciaaa]

Hi, @Rouppe!

Thank you for your prompt response. I truly appreciate you following all the suggested steps.

I'm truly sorry that after following the troubleshooting steps, three Nest Protects seem to be still offline. We would like to gather all the necessary information to provide you with the best resolution, and the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Feel free to reply if you have any questions.

Best regards, 

Ana

[CA_Georgia]

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