nest protect issue

[shermanonymous]

I have 3 Nest protect devices, purchased together in 2020.  They have all been successfully used for years and connected to my Nest app, using an iPhone.  When batteries ran down, I replaced batteries in two of the units.  One of them reconnected easily.  The other refuses to connect properly and show up in the app, even though it seems to be *working*.  It went through the test process, and connected to the other two devices during set up.  But won’t show the correct WiFi network when it reaches that stage of the set-up, and therefore won’t show up in the app.

This is important because the app is needed to test, and turn off false alarms easily.

[Derickf]

Hi @shermanonymous,

Thank you for posting in the community. I’m sorry to hear that you are having trouble with one of your three Nest Protects because it is not reconnecting to the app or detecting the correct Wi-Fi network after changing the batteries. I understand how important it is for you to have all your devices working properly in the app to ensure you can easily test them and silence alarms. I appreciate all the relevant information you provided. I'm happy to assist.

To gather the necessary information, please answer the following questions:

• What’s the color of the LED status light on your Nest Protect?
• How far is the device from the router?
• Apart from the battery change, have you attempted to restart your router or reset the Nest Protect to factory defaults?
• Have you tried using another mobile device to set up your Nest Protect?

I'll be waiting for your reply.

Best regards,

Derick.

[shermanonymous]

There is no light on at the Protect in question. The device is only about 15 feet through an open stairwell from the router, and is the middle of the three devices.  I won't restart the router because there are too many devices connected successfully to it, but I can't recall if I've tried to reboot the Protect to factory default.  (I think I have, but please remind me of the procedure?).  I haven't tried using another mobile device - I suppose I could download the Nest app to an iPad and try that.  Is it possible this has something to do with the Google transition from Nest to Home?

[shermanonymous]

PS  The light does come on as part of the motion sensor feature

[Derickf]

Hi there!

Thanks for your reply. I appreciate you providing those details. Regarding your question about the transition, your Nest Protects will continue to work within the Nest app as they always have, so that should not be the cause of this specific connection issue. Since there is currently no light on the device, a factory reset is the best next step to wake the unit and put it back into pairing mode.

To perform the factory reset, please follow the steps below:

1. Press and hold your Nest Protect’s button. It will chime and glow blue. Continue holding the button down.
2. Release the button when your Nest Protect starts to say its version number.
3. Your Nest Protect will start a verbal countdown and tell you it’s erasing all your settings.
4. After a few seconds your Nest Protect will reset to its factory default settings. You can then go through setup with the app and add it to an account again.

Note: Since you prefer not to restart the router, please ensure your iPhone is connected to the 2.4 GHz band of your Wi-Fi during the setup, as Nest Protects use this frequency to connect.

Let me know how it goes.

Best regards,

Derick.