Protect will not go online

[Eddy5]

My Nest Protect has never gotten past “Offline” in the set up.  I have done all their steps .  The modern/router is giving a 2.4ghz signal but the Protect/app won’t pick it up.  Super frustrating waste of time!

[aperezdeleon]

Hi Eddy5,

Thanks for posting in our community.

It can be frustrating if you've gotten a Nest Protect and it isn't able to be set up. Don't worry, help is here.

Has your Nest Protect been paired before, or is this the first time you're trying to set it up on the app? It would be nice if you could also let me know what is the color of the LED ring on your Nest Protect and if you're seeing any error codes on the app.

In the meantime, make sure your Nest Protect is on the same Wi-Fi network as the device you're using to pair it, as well as making sure Bluetooth is enabled on it.

Please let me know what you find out.

Regards,
Angel.

[Eddy5]

I am a patient person, but this is no substitute for Google having actual customer service where you can call someone.  I have spent hours of time which is worth much more than I spent for the most expensive smoke alarm on the market and it just doesn't work and Google will not help.

[moralesvicente]

Hi Eddy5, 

Thanks for reaching out to the Google Community Forum. I’m sorry to hear that your Nest Protect isn’t connecting in the setup process. Don’t worry, I’m here to assist you. 

Here's a checklist of things to try:

• Ensure you're using the latest version of the Nest app.
• If you're having trouble adding your Nest Protects to the Nest app, try moving them and your device closer to your router.
• Restart your mobile device.
• Restart Your Router:

1. Unplug your router and modem from the power outlet.
2. Wait for 30 seconds.
3. Plug them back in and wait for them to fully restart.

• Reset Your Nest Protect:

1. Press and hold the button on the Nest Protect for 10 seconds until you hear erasing all your settings.
2. This will reset the device, and you'll need to set it up again. Get more information by visiting this article: Reset Nest Protect and erase all settings.
3. For your reference, you can check out this article to get more information: Can’t connect Nest Protect to the app or Wi-Fi

Let me know if it helps; I’ll be awaiting your response.

Best regards,

Daniel

[Eddy5]

I did all of those things over a week ago when I got it, except that I do not know how to verify the latest version of the Nest software, but I just dowloaded it for the first time when I got the smoke alarm, so I don't know how it can be out of date.  It still says "Offline" under the Home icon.  Does that mean please that the Nest is offline, or just that Home is Offline?  

It also says "power out" under the Protect symbol.   I have not attached it to the wall/power because I have never gotten it past the "offline" message under the Home icon.   

Thank you.

[moralesvicente]

Hey Eddy5,

I am grateful for your time and effort in completing these troubleshooting steps described in the post.

To expedite the assistance process, help me answer the following questions. 

• Could you tell me if you see an error code in the setup process?
• Has your Nest Protect connected before been connected to the same wifi network?

In the meantime, let’s explore more steps. 

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 briefly glows green and then turns off when the process is complete.

If the Nest Protect can't establish a connection, it says, "Try again later" and displays a yellow LED light:

1. Test in the location of an online unit. If you have another one.
2. Test in another location in the home.
3. Test on another network and/or router.

Additional information: Ensure that you have removed the Nest Protect from the Nest app after continuing with a new setup process.

Keep me posted so I can provide you with further assistance.

Regards,

Daniel 

[Eddy5]

I did your "Press to Test."  The ring did not glow green.  It glowed blue and circled for a while and then quit.  It did not say "Try again later" or display a yellow light,.

I do not have another unit, I only have one.  It is absolutely next to the modem and router so distance from the router is not the issue.  

I already tried removing the Protect from the App and reinstalling.  

I request please to talk to a live person at Google who can provide product support.

[aperezdeleon]

Hello Eddy5,

Thanks for your reply.

To ensure you receive personalized assistance with setting up your Nest Protect, I recommend completing this form. This will allow one of our dedicated product specialists to contact you directly via your preferred communication method. They will be able to guide you through the process and address any questions or concerns you may have.

I appreciate your understanding.

Regards,

Angel.

[Eddy5]

Also, it does not show an error code.