Nest Guard - Can no longer update wifi settings.

[VTXRider]

So the other day I tried to add a new Nest Detect for a door due to a reno. Could not get Nest Guard to connect during the Detect set up process. Went through 2 levels of tech support for over 2 hours, with no resolution. Nest Guard is connected to my wifi, and is working normally in all functions, with the exception I can no longer update the wifi settings on it and cannot add a new Detect.  I was able to add a new tag as we lost a tag recently. The app connected fine to add the Tag, just won't connect to add the Detect or update wifi settings.  Seems Google has already started "bricking" our Nest Guards so we can't make any changes prior to it being "bricked" on April 8th. 

Anyone else having issues with Nest Guard and not being able update or change wifi settings? 

[Lance_L]

Hi VTXRider,

Thanks for reaching out to the Google Nest Community. I’m sorry to hear that you’re having issues with the Nest Guard. I’d like to dig deeper into this. Can you share the case ID from your interaction with the support team so I can check what happened?

Keep me posted.

All the best,

Lance

[VTXRider]

Thanks for reaching out Lance, much appreciated! My apologies for the delayed response.  I started working with one support tech on case 3-7418000035850, and the tech escalated and handed off to another tech. The last thing suggested was to do a complete factory reset of the Nest Guard, which means I would then have to do a complete reset of everything. I was also told that because Nest Guard was working normally in every other way, I didn't have to update wifi settings.  I was trying to add a Nest door sensor as a result of a renovation. When I could not connect to Nest Guard to complete that setup, I tried to update wifi settings, and could not connect. Which also means if I ever change my wifi settings, I won't be able to update Nest Secure. Error NF024(4.8).  I have not walked through a factory reset of the Nest Guard, and resetting everything yet, as I'm not confident everything will reset. Since Google is going to remove the Nest Guard access from the app on April 8th, we may lose all functionality completely.  Any help here would be appreciated! Thank you.

[Lance_L]

Hey VTXRider,

I appreciate you circling back with your case ID. It looks like most of the troubleshooting steps have been completed, except for a factory reset of the Nest Guard. Before going that route, please try the additional steps below:

Check the WiFi router’s settings. 

• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on your router's Power Save Mode (PSM) if you have a Nest thermostat.
• Enable IPv6 if you have a Nest Protect.
• On your Wi-Fi router, turn on multicast if you're adding additional Nest devices. 

You can check out this guide to learn more about the recommended Wi-Fi network and router settings.

After confirming your network settings, try to add Nest Detect again.

1. Open your mobile device's Settings > General > Date and Time. Tap Set Automatically, toggle it off, and then turn it back on. Make sure that the time zone, date, and time are correct.
2. Make sure the Nest app has permission to use the phone's location.
3. Check for any updates for the Nest app in the Apple App Store.
4. Check for any iOS updates and install them if there are any.
5. Uninstall the Nest app, restart your mobile device, and then reinstall the Nest app.
6. Add Nest Detect to the Nest app.

Keep me posted.

Regards,

Lance

[DJF3]

Did you ever try the factory reset? I am afraid to do so because I am concerned with nest soon going “extinct” that I won’t be able to get it reconnected.