can't connect nest protect

[ronfrank]

I just moved in to a home that has about six Nest Protects + two Nest thermostats. I have successfully connected the thermostats. I have tried connecting two different Protects and both of them just spin and spin and never connect. I was trying to connect them by selecting Add Product and then scanning the barcode, which it reads without issue. Eventually it fails and I just try again.

My iOS software is all up to date, running on an iPhone 12 mini.

[Randomuser]

Nest Protect doesn't work with Google Home. You have to use the Nest App (which isn't really Google but kind of is Google). It's been promised for years, and it still doesn't work. I found this out the hard way after investing in a few Google Nest cameras and subscribing to Nest Aware. My intention was to set up an integrated smart home solution that all worked together (after all...it's all Google, right?--there are even independent articles that show up on the first page of a Google search that claim Nest Protect can be used through Google Home and even tell you a way--that doesn't actually work--to do it.), but that's just not possible now. Evidently, Google has been talking about full integration for awhile now, and it just hasn't happened. 

[EmersonB]

Hi folks,

@Randomuser thanks for the information.

@ronfrank I know how it feels when you can't set up a device. When setting up Nest Protects, you need to gather all of them and place them on the table near the router. Then, reset all of them to the factory default. Follow this link for the steps.  Also, you need to make sure that the Protect being paired has a pulsing blue light, Indicating that it's awake. if there's no light just press the middle button one time. To know more about setting up a Nest Protect, just hit this link.

Looking forward to your response.

By the way congratulations to your new house.

Thanks,
Emerson

[EmersonB]

Hey ronfrank,

I just wanted to follow up and see if the steps above work? Let us know if you have more questions in mind.

Regards,
Emerson

[ronfrank]

After about an hour on the phone with a very nice an patient customer service rep, we got it sorted.

[Jhonleanmel]

Hey there, 
 

@EmersonB, thanks for the help.

@ronfrank, awesome — It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

[Markjosephp]

Hi folks,

Chiming in to check if you have additional questions or concerns as we will be locking this thread in 24 hours.

Thanks,

Mark

[Jake]

Hey Rich09,

I am sorry to hear about the trouble with your device. I wanted to jump in, and see if I could be of any help. Do you mind me asking if you are trying to connect the device to the Nest App? When attempting to reset the device, are you holding the button down until the device gives you the version number? Please let me know, as I would be happy to review further.

Best regards,

Jake

[Rich09]

I hold down the button until it gives the version number.  It gives a warning that it will reset in 10 seconds, counts down and says it is reset.  But then, when I try to connect it to the app, I get the error stating that I need to reset the device.  It also retains its tag, saying, “ready in the kitchen” when I wake it up.

[Jake]

Hey Rich09,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[aatienza]

Hey Rich09,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

I appreciate the help, everyone.

Thanks,

Archie

[Rich09]

I have a protect that I’ve factory reset multiple times.  It does not reset, so I cannot connect it with my other devices.  I too just recently bought this home.