Protect connection issues

[scotchick]

Back story - have nest thermostat, and 6 protects.  all 6 protects have been running fine for about a year.  one protect lost the wifi network oddly as its in the same room as the router.  did a manufacturers reset on it and tried to add it again.  i took it to another protect thats connected and placed it side by side (literally side by side as that assisting protect was off the ceiling due to renovations) - phone could not connect to the assisting device.  i took the protect to another detector which is a mains one and tried again - again phone could not connect to the assisting device.  i took it to the thermostat - same issue.  called tech support their only solution was to remove all the protects and add them back.  given i live in a house with ceilings of 2.7m high this is not an easy task.  surely there has to be a better way?  surely the Protect software platform should be more robust?

any pointers?

[maedacortez]

Hi scotchick,

Thanks for reaching out. I understand that your Google Nest Protect is not connecting to Wi-Fi, and I'm happy to assist you!

Before I can proceed, I need to ask a few questions to better understand the situation:

• Is it showing any error or code message on the Nest app?
• Have you recently changed your Wi-Fi settings or Wi-Fi provider?

I look forward to your response.

Regards,

Manuel

[scotchick]

Hi thanks!

 The WiFi is the same as it’s been for about 9 months. Error is 024. 
deleting the house hold or all the protects is not feasible. I have 6 protects, 1 thermostat and 7 cameras including doorbell but they are migrated to Google home.  All the protects are in very high ceilings that aren’t to reach even with normal ladders. 

[maedacortez]

Hi Scotchick,

Thanks for your reply. The best option is to try a factory reset on the Google Nest Protect that shows offline. Follow these steps:

• If the Google Nest Protect shows in the app:

  • Tap on it.
  • Go to "Settings."
  • Select "Remove it."

• Then, press and hold the Protect button. It will chime and glow blue. Continue holding the button down.

• Release the button when your Protect starts to say its version number.

• Your Protect will begin a verbal countdown and tell you it's erasing all your settings. To cancel the factory reset, press Protect's button again during the countdown.

• After a few seconds, your Protect will reset to its factory default settings.

Let me know if this helps!

Regards,

Manuel

[scotchick]

Thanks but it’s been reset many times. And still I can’t connect to any other nest product to assist in setting it up. 

[maedacortez]

Hi Scotchick,

Thanks for trying the steps.

Could you please send me a screenshot of how the Nest Protect appears on the Nest app?

I will be awaiting your response.

Regards,

Manuel

[scotchick]

Don’t know how to send a screen shot/attach an image. But every other protect in my house is solidly on line and green. Obviously the one that lost WiFi and am trying to add back doesn’t show in the app. 

[maedacortez]

Hi scotchick,

Thanks for your reply. I have a question: when you tried to reconnect, was your Nest Protect near your Wi-Fi network and your cellphone device?

And please, could you confirm if you can see any of the following error codes: P002, P008, P009, P013, P018?

I will be awaiting your response.

Regards,

Manuel

[scotchick]

Hello

 not seen those codes. 
yes. I have hard wired WiFi repeaters through the house and I’ve never been more than 1-2 meters away from one when tried to connect the device. 
the WiFi repeaters are wired back to a switch which connects to router. This network has been in place for nearly a year without issues and was in place when all the protects were initial added.