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?
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:
Let me know how it goes.
Best regards,
Jenniffer
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?
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
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
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:
Please keep me posted.
Best regards,
Jenniffer
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.
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