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Unable to reconnect Nest Protect to WiFi

Jeroen3
Community Member

‎05-22-2024 01:14 PM - edited ‎05-22-2024 01:15 PM

Hi,

 

One of my Protects went offline. It did not recover for a month. Now I've reset it and am trying to add it again.

This does not work, Ive'tried with iPhone 12 and iPhone 6s, after some tries I can enter a WiFi password, but it always ends with p007(3.9).

 

Things I have tried:

- Reset WiFi AP's

- Restart router

- Cleared DNS cache and setup google dns.

 

Things I know:

- It's not a range problem. There is 1.5 meter of air between it and oen of my Unifi u6-lites. And both protects are on the table.

- It does not seem to matter if I use my WiFi 6 with 2.4 and 5 GHz network or my dedicated 2.4G IoT network.

- Logging shows Nest protect registers to WiFi, gets an IP adress, and then throws p007(3.9), then unregisters the DHCP lease again.

- The other 4 units bought at the same time do not have this problem.

 

So, this makes me think there is not a WiFi problem, but a cloud or application problem of some kind.

The protect runs firmware 3.5.0.3, unit made 04/11/2022. 

 

What else can I do?

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6 REPLIES 6

jenniffert
Community Specialist
Community Specialist

‎05-25-2024 05:59 PM

Hi @Jeroen3,

 

Thanks for reaching out to the community! I'm sorry to hear your Nest Protect isn't connecting to Wi-Fi. I'm happy to help.

 

I really appreciate all the details and the efforts you've made. Here are a few additional steps you can try:

 

  • Restart your phone or tablet.
  • Enable Bluetooth. Toggle it off and back on to refresh the connection.
  • Put your mobile device in airplane mode, then enable Wi-Fi. Ensure mobile data is off.
  • Move the Nest Protect closer to your router.
  • Perform a factory reset on your Nest Protect.
  • For dual-band routers: If your router broadcasts both 2.4 GHz and 5 GHz bands, give them unique names. Nest Protect only connects to 2.4 GHz networks. See the following article for more information: Can't connect Nest Protect to the app or Wi-Fi.

Let me know how it goes.

 

Best regards,

Jenniffer

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Jeroen3
Community Member

‎05-29-2024 12:59 PM - edited ‎05-29-2024 01:01 PM

Yes, that would be the standard answer... Of course I tried that. I even tried setting up a whole new network for it.

I don't understand why it won't work.

The device gets an IP, I see it in the logs!
The the device starts communicating with 142.251.36.14 or .46, I have sniffed the packets.
Then it says "P007(3.9)"

What else can I do?

2024-05-29 21_53_58-Capturing from Wi-Fi 2 (udp port 37008).png

 

 

1	0.000000	Google_99:2b:14	Broadcast	XID	107	Basic Format; Type 1 LLC (Class I LLC); Window Size 1
2	0.076664	0.0.0.0	255.255.255.255	DHCP	397	DHCP Discover - Transaction ID 0x602ad5f6
3	0.078498	192.168.93.1	192.168.93.34	DHCP	389	DHCP Offer    - Transaction ID 0x602ad5f6
4	0.091606	0.0.0.0	255.255.255.255	DHCP	397	DHCP Request  - Transaction ID 0x71b23df7
5	0.091606	192.168.93.1	192.168.93.34	DHCP	389	DHCP ACK      - Transaction ID 0x71b23df7
6	0.099806	Google_99:2b:14	Broadcast	ARP	107	ARP Announcement for 192.168.93.34
7	0.696659	Google_99:2b:14	Broadcast	ARP	107	Who has 192.168.93.1? Tell 192.168.93.34
8	0.696659	Routerboardc_bb:a7:08	Google_99:2b:14	ARP	89	192.168.93.1 is at 18:fd:74:bb:a7:08
9	0.696659	192.168.93.34	192.168.93.1	DNS	126	Standard query 0xd464 A clients3.google.com
10	0.696659	192.168.93.1	192.168.93.34	DNS	173	Standard query response 0xd464 A clients3.google.com CNAME clients.l.google.com A 142.251.36.46
11	0.696659	192.168.93.34	142.251.36.46	TCP	107	51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
12	0.966557	::	ff02::1:ff99:2b14	ICMPv6	133	Multicast Listener Report
13	0.970679	::	ff02::1:ff99:2b14	ICMPv6	133	Neighbor Solicitation for fe80::46bb:3bff:fe99:2b14 from 44:bb:3b:99:2b:14
14	1.066519	::	ff02::1:ff99:2b14	ICMPv6	133	Multicast Listener Report
15	1.962896	fe80::46bb:3bff:fe99:2b14	ff02::2	ICMPv6	117	Router Solicitation from 44:bb:3b:99:2b:14
16	2.957790	fe80::46bb:3bff:fe99:2b14	ff02::2	ICMPv6	117	Router Solicitation from 44:bb:3b:99:2b:14
17	3.393823	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
18	5.815330	Routerboardc_bb:a7:08	Google_99:2b:14	ARP	89	Who has 192.168.93.34? Tell 192.168.93.1
19	5.815330	Google_99:2b:14	Routerboardc_bb:a7:08	ARP	107	192.168.93.34 is at 44:bb:3b:99:2b:14
20	6.378398	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
21	9.365215	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
22	12.349576	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
23	15.337906	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
24	18.323666	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152

 

 

 

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Jeroen3
Community Member

‎05-29-2024 01:08 PM

Yes, I'm confident wifi range is not an issue.

I can see the unit registering to wifi, and starting to talk to your client3.google.com. but receiving no response.

Do you have an outage?

1	0.000000	Google_99:2b:14	Broadcast	XID	107	Basic Format; Type 1 LLC (Class I LLC); Window Size 1
2	0.076664	0.0.0.0	255.255.255.255	DHCP	397	DHCP Discover - Transaction ID 0x602ad5f6
3	0.078498	192.168.93.1	192.168.93.34	DHCP	389	DHCP Offer    - Transaction ID 0x602ad5f6
4	0.091606	0.0.0.0	255.255.255.255	DHCP	397	DHCP Request  - Transaction ID 0x71b23df7
5	0.091606	192.168.93.1	192.168.93.34	DHCP	389	DHCP ACK      - Transaction ID 0x71b23df7
6	0.099806	Google_99:2b:14	Broadcast	ARP	107	ARP Announcement for 192.168.93.34
7	0.696659	Google_99:2b:14	Broadcast	ARP	107	Who has 192.168.93.1? Tell 192.168.93.34
8	0.696659	Routerboardc_bb:a7:08	Google_99:2b:14	ARP	89	192.168.93.1 is at 18:fd:74:bb:a7:08
9	0.696659	192.168.93.34	192.168.93.1	DNS	126	Standard query 0xd464 A clients3.google.com
10	0.696659	192.168.93.1	192.168.93.34	DNS	173	Standard query response 0xd464 A clients3.google.com CNAME clients.l.google.com A 142.251.36.46
11	0.696659	192.168.93.34	142.251.36.46	TCP	107	51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
12	0.966557	::	ff02::1:ff99:2b14	ICMPv6	133	Multicast Listener Report
13	0.970679	::	ff02::1:ff99:2b14	ICMPv6	133	Neighbor Solicitation for fe80::46bb:3bff:fe99:2b14 from 44:bb:3b:99:2b:14
14	1.066519	::	ff02::1:ff99:2b14	ICMPv6	133	Multicast Listener Report
15	1.962896	fe80::46bb:3bff:fe99:2b14	ff02::2	ICMPv6	117	Router Solicitation from 44:bb:3b:99:2b:14
16	2.957790	fe80::46bb:3bff:fe99:2b14	ff02::2	ICMPv6	117	Router Solicitation from 44:bb:3b:99:2b:14
17	3.393823	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
18	5.815330	Routerboardc_bb:a7:08	Google_99:2b:14	ARP	89	Who has 192.168.93.34? Tell 192.168.93.1
19	5.815330	Google_99:2b:14	Routerboardc_bb:a7:08	ARP	107	192.168.93.34 is at 44:bb:3b:99:2b:14
20	6.378398	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
21	9.365215	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
22	12.349576	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
23	15.337906	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152
24	18.323666	192.168.93.34	142.251.36.46	TCP	107	[TCP Retransmission] 51996 → 80 [SYN] Seq=0 Win=4608 Len=0 MSS=1152

 

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jenniffert
Community Specialist
Community Specialist
In response to Jeroen3

‎05-29-2024 03:50 PM

Hi @Jeroen3,

 

Thanks for following up and for the efforts made. I'm sorry to hear the steps didn't work.

 

Let's try the following steps:

 

  • In your phone's settings, make sure Local Network Access is enabled for the Nest app.
  • Check for any updates on your Wi-Fi network and see if your router requires specific settings. You can learn more in this article: Update Wi-Fi network and router settings.
  • If possible, try using a different phone, tablet, or Android device. This will help us identify if the issue is specific to iPhones or occurs with other devices as well.
  • Then, in the Nest app, create a new home.
  • Remove the Nest Protect from the current home.
  • Perform a factory reset on the Nest Protect. Then, follow the previous steps to connect it and set it up again in the new home.

Please keep me posted.

 

Best regards,

Jenniffer

 

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Jeroen3
Community Member
In response to jenniffert

‎05-31-2024 01:44 PM

So I have tried it a few more times and it worked now.

I discovered that, even though the app said it failed, the unit learned and stored wifi settings because it would try to go online when I pressed the button. This has me thinking there the registration process in the nest cloud isn't very robust.

 

I hope you find a way to improve the process in the future.

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jenniffert
Community Specialist
Community Specialist
In response to Jeroen3

‎05-31-2024 05:03 PM

Hey @Jeroen3,

 

Thanks for following up!

 

Great news! I'm happy your Nest Protect is working properly again. I value your feedback, so if you're willing to share your thoughts and experiences, it would be a big help to the development team as they continue to improve Nest Protect for everyone.

 

If you have any more questions, I'm here to help!

 

Best regards,

Jenniffer

 

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