Phone won't connect to Protect to update wifi

[ddimarzio]

Hi, I recently changed out my wifi router, resulting in a new signal.  I've been able to reconnect all of my other Google products (thermostats and doorbell camera), but I cannot get my phone to connect to any Protect I have in my house (6 total).

I'm able to go to setting, click on Protects, click on the correct Protect that I'm trying to update to the new signal, click on Wi-Fi connection and Start, Next.  My phone shows that it's emitting a signal and the Protect lights up blue...but they never connect to each other.  Eventually the Protect times out and the light goes off without ever making a connection.

I've restarted my phone, restarted my router, ensured it was 2.4G signal, ensured my bluetooth is on, I've even removed one Protect in my office and now I can't even connect to it to add it back on.

Is anyone else having this kind of problem?

[H-Man]

One thing you haven’t mentioned is a full factory reset of the Protect. 
To do this, hold down the centre button until it starts to read out the firmware version, then release. It will delete all config and settings from the device. 
Please try this, and then try to re-pair.

[baswinfo21]

Im having similar problems.  I changed routers and same as you reset all devices including the Nest Protects to factory and I can't scan the bar code and get them to install successfully on the Nest app.  My thermostat works fine just won't connect or learn the Smoke Alarms.

[ddimarzio]

I tried the full factory reset and still cannot get any of the Protects to reconnect.  I even removed another one to try and add it after the factory reset and was still unable to get it to connect.

[Ted62]

I’m having the same problem.

[EmersonB]

Hello everyone,

@Ted62 It's us again. I'm bumping up this thread to ensure that everything is covered here. Were you able to perform the steps shared above? We'd be glad to hear from you.

I appreciate the help, Archie and davidhen2023.

Regards,

Emerson

[EmersonB]

Hey Ted62,

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.
 
Best,
Emerson

[Ted62]

Hi Emerson, sorry for the delay, yes I did manage to solve it but it involved deleting and reinstating the app, then putting each smoke alarm back to factory settings (pressing and holding). All working OK now!

[EmersonB]

Hi Ted62,

Thanks for getting back to us and we appreciate you sharing with us the steps you've done to resolved this issue. We're glad that it's resolved now. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Thanks,
Emerson

[aatienza]

Hey folks,

ddimarzio, I'm sorry for the delay and trouble. What's the exact message are you getting? Could you try creating a new home structure and set up your Nest Protect there? Check out this link for additional help.

I appreciate the help, H-Man.

Thanks,

Archie

[EmersonB]

Hello everyone,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Protect? We would appreciate it if you could share with us the information we're asking above.  Also, were you able to check the link that Archie has shared? In case you have an update, you know where to find us.

I appreciate the help, H-Man and Archie.

Regards,

Emerson

[EmersonB]

Hey there,

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.
     
Best,
Emerson

[davidhen2023]

Hi,

if I’m understanding this correctly, I had this similar issue as well.

what I ended up doing was creating a new home in my nest app for all my protect devices (after resetting to factory default) and was able to install them that way - the upside is they’re all on my app now but the downside is there are two “homes” in order to view as a stack instead of one page.  Basically a home for all nest protects and a home for my thermostat…

hope this helps!

[aatienza]

Hey Ted62,

I'd like to jump in here and check if you've seen davidhen2023's response. Let us know if you need more help by replying to this thread.
 

Thanks,

Archie