Protect Ver.2 keeps reporting 'power out'

[jp540]

I have three Gen2 Protects and one keeps reporting that the power is out.  I've checked the house feed and get 120v when measured.  When I reconnect to the device it still says power out.  How do I fix the issue?

[jp540]

What in the world does this mean?????

[EmersonB]

Hello everyone,

@jp540, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what is the light status of it?  Have you tried switching it with your other Nest Protect to check if it's the device or the power? 

If you have at least one 2nd gen Nest Protect in your home, you can run a Safety Checkup with the Nest app.

1. Sign into your account in the app.

2. Select Nest Protect on the home screen.

3. Tap Checkup at the bottom of the screen.

@PapaEagle, may I know what you mean by your post? 

Regards,

Emerson

[jp540]

The checkup shows that the device has battery power but no house power.  Checking the connection before and after the installation of the Nest Protect connector shows house power and connector power of 120 volts.  The device doesn't have a green light on the face but when turning off the room lights at night it does have a green ring showing. 

[EmersonB]

Hi jp540,

Thanks for your update. Do you see a pulsing green ring light or solid green ring light? If possible, you may try swapping it with your other Nest Protects to isolate the issue if it's your smoke alarm or the power.  

Regards,

Emerson

[jp540]

Okay, Today I swapped the hall Protect with the bedroom Protect.  The hall device has a green light in both places and the bedroom device has no green light in either place. When the lights go out at night, the bedroom device has a solid green ring before it goes out. 

Does this all mean that the bedroom device needs to be replaced? Does Nest have a trade in program or am I just out the cash for a new device? since all other indications during testing have green checks, am I safe continuing to use the device without the green light?

JP

[Lance_L]

Hi JP,

We appreciate you checking that out for us. The team would like to learn more about this behavior. When you get a chance, please fill out this form that is only meant for you to use, so let me know once you’re done. We’ll have someone reach out to you via email from there.

I appreciate the help, Emerson.

All the best,

Lance

[jp540]

The form has been submitted.

JP

[Lance_L]

Hey JP,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance