Unable to add second Nest Protect

[funchnugget]

I've had two Nest Protects working without any problems for about 8 years. I've changed wi-fi routers numerous times during that period and, until now, have managed to move both devices to the new wi-fi networks by removing and re-adding the devices to my account.

The other day I changed wi-fi router again, removed and reset the devices as usual, and now I can only add ONE of the devices to my account. When I try to add the second device, the app fails to connect to the first device with a variety of error codes (so far I've seen P013, P024, P030).

I've tried dozens of times now, with everything I can think of and have read about: mobile data off, all Nest Protects awake, completely deleted and recreated the 'home', 5GHz signal disabled, phone connected to same network as assisting device, manual connection to the assisting device's temporary wi-fi network... no luck. It always fails to connect to the assisting device.

It doesn't matter which of the devices I add first - the first one is fine, and it always fails to connect to the assisting device when adding the second one.

I saw another post suggesting that you can't have 2 Nest Protects on the same network if the router doesn't support IPv6. Surely that can't be the problem here. I have previously had both devices working correctly on the same model of router (Virgin Media Superhub 3).

Any ideas? I'm very keen to get the remaining 2 years of use out of these devices.

[zoeuvre]

Hi funchnugget, 

Yikes! i'm sorry to hear that you're unable to add second Nest Protect on the app. Follow these steps and skip the ones you already did: 

1. Quit and restart the Nest app or Google Home app.
2. Restart phone or tablet.
3. Make sure the assisting device is awake and within pairing distance (maximum of 2 to 3 meters).
4. Restart the assisting product.
5. Put the mobile device or tablet on Airplane mode, then turn on Bluetooth and Wi-Fi.
6. Try a different mobile device or tablet.
7. Restart the network equipment (router, extender, or modem).
8. For devices that use Thread networks, enable Internet Protocol version 6 (IPv6).
9. Reset the joining device to defaults.
10. Try to manually enter the entry key instead of scanning.
11. Test with a mobile hotspot.
12. Create a new home structure and delete the old home structure.
13. Pair all devices to the new home structure.

Let us know how it goes.

Best,

Zoe

[funchnugget]

Hello,

Thanks for your reply.

I've tried all of those steps multiple times, apart from enabling IPv6 since my router does not offer that option. No luck.

I can see the assisting device connecting successfully to the wi-fi network, but the Nest app reports failure to connect to the assisting device when adding the second device.

I also tried setting up a temporary wi-fi access point on a Raspberry Pi that supports IPv6, and the process still failed in the same way.

Has something changed in the last year or so in the way that the joining process works for Nest Protects?

[zoeuvre]

Hi there, 

I see. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

Thanks,

Zoe

[funchnugget]

Hi again... done.

[Markjosephp]

Hello funchnugget,

Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. So please keep an eye out in your inbox soon and continue the conversation there for any updates.

Warm regards,
Mark

[hikar]

Was this solved? 
I'm having the same issue here, regardless of which of my nest protects i add first. 

Frankly it's starting to be way too much hassle for what it's worth. 

Have not managed to get a second nest onto a new Home, and i have a 3rd to be added after. 

[funchnugget]

No, I'm still waiting for a response from the support team. 

Can't say I'm too impressed so far.

[funchnugget]

I should also add that with the single Protect that is on the network, the Nest app on my phone isn't able to connect to it to trigger a check-up. So this is not just a problem at setup.

The Protect is sending updates to my online account OK - I can see that in the app. It just seems impossible for the app to connect directly to the Protect.