cancel
Showing results for 
Search instead for 
Did you mean: 

Unable to add Nest Protects, P023 error

mumblefish
Community Member

I purchased 6 Nest Protects for my mother and am only in town for a short period and available to set them up. Unfortunately, I'm unable to do so, receiving error P023 with the multiple devices I have tried to add.

  • Wifi: Google Wifi (up to date and restarted at least once post initial error)
  • IPV6 enabled in wifi
  • Google wifi cannot turn off 5ghz (there was a recommendation to try 2.4ghz...)
  • A Nest Thermostat and Next Connect are in the same home
  • The Nest Connect is online (solid green light)
  • I'm approximately 10 feet from both the Google Wifi router and Nest Connect
  • I have attempted creating a separate "Home" and adding them to that (same error)
  • The devices (battery powered) have had the tap removed, language selected, button pressed to wake them up during setup (spiraling blue light).
  • The Android device I'm attempting to add them with is on the primary (non-guest) network I would expect them to use.

Each attempt results in a failure to connect with the P023 error code and I'm not sure what else to try.

Any quick suggestions welcome (esp since this is on behalf of my mother and I will be traveling home soon, unable to provide in-person support).

1 Recommended Answer

mumblefish
Community Member

I tried creating a new "home" and that failed in the same manner. 

 

However, after waiting more than 24 hours and simply trying again (on the original "home" with Nest devices online), I was able to add the devices. They still failed two out of three times (with various error codes) but all 6 were able to be added eventually. 

 

Some potential reasons:

  • Transient server issue (the services the support articles tell you to check had all been green when I checked the first time but who knows...)
  • Nest Connect was out of date or updating - it had been in a semi-functional state previously since IPV6 hadn't been enabled on the Google Wifi network (and was continually pulsing blue despite the fact that it indicated online and was being used to communicate to a Nest Yale lock successfully).
  • Location may have been a factor - Google Wifi has been oddly awful for Google and Nest products which don't like to be set up in a mesh network. If not connecting to the primary router, I've seen failures in the past.

Regardless, this is now functional but it was a pretty awful experience and I can't imagine my mother being able to set this up on her own. In particular, not detecting the IPV6 setting being off automatically and guiding the user to correct this is a process issue.

View Recommended Answer in original post

6 REPLIES 6

davidking
Gold Product Expert
Gold Product Expert

A Nest Thermostat and Next Connect are in the same home

Temporarily turn those off, then retry setup. Or alternatively, create a new "home" in the app for the Nest Protect(s) and that should workaround this problem.


Volunteer since 2011, Product Experts are not Google employees.

mumblefish
Community Member

I tried creating a new "home" and that failed in the same manner. 

 

However, after waiting more than 24 hours and simply trying again (on the original "home" with Nest devices online), I was able to add the devices. They still failed two out of three times (with various error codes) but all 6 were able to be added eventually. 

 

Some potential reasons:

  • Transient server issue (the services the support articles tell you to check had all been green when I checked the first time but who knows...)
  • Nest Connect was out of date or updating - it had been in a semi-functional state previously since IPV6 hadn't been enabled on the Google Wifi network (and was continually pulsing blue despite the fact that it indicated online and was being used to communicate to a Nest Yale lock successfully).
  • Location may have been a factor - Google Wifi has been oddly awful for Google and Nest products which don't like to be set up in a mesh network. If not connecting to the primary router, I've seen failures in the past.

Regardless, this is now functional but it was a pretty awful experience and I can't imagine my mother being able to set this up on her own. In particular, not detecting the IPV6 setting being off automatically and guiding the user to correct this is a process issue.

DrOtto
Community Member

I was banging my head for one day with the same issue. Went through the whole checklist, tried all the tricks, then I read here that changing the phone might work. So I tried it on my tablet and -- voilà -- five Protects added in one shot. Hope this helps someone in the same situation. From what I observed the connections to the "assisting device" and the added device got mixed up on my phone, breaking the setup for both. I did a factory reset (hold the button until it reads the version number), confirmed language and then pressed the button three times to cancel on all devices before I added them again. I did not press any buttons to "wake up" devices after that, I had them neatly lined up close to my router and they all came online by themselves when it was their turn.

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Checking in — we hope you've got the answer you're looking for. Let us know if you have more questions in mind.
 

I appreciate the help, davidking.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hi there,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,
Archie