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Nest Guard Won’t Connect to WiFi

BRT_777
Community Member

Several days ago my Nest Guard went ‘offline’, could still use as a basic alarm but could not control via the Nest App or get any notifications. I followed the troubleshooting steps online, including a factory reset and underlying issue seems to be it can’t / won’t pickup any WiFi signal.

During the setup stage, it can’t find any WiFi networks, despite my phone and other devices having full WiFi signal. Software Version is 1.4.0.0.6, which I believe has been around for at least a year.

I have tried calling the helpdesk 3 times and I either get told to call a different number or I get hung up on (and get no callback despite them confirming my number at the start of the call for that specific purpose).

Due to the factory reset, I can’t even use as an offline alarm now….not sure if this is a hardware issue or software. According to Google, they were going to still provide support for up to 5 years after the announcement that they were discontinuing Nest Secure, a year later, I now appear to have just a very expensive paperweight. 

8 REPLIES 8

Brad
Community Specialist
Community Specialist

Hi there,

 

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can definitely understand how frustrating your situation must be. I would love to help you find a solution to this issue. 

  • Do you still need help with this issue?

  • What troubleshooting steps have you done thus far? 

  • What do you have it plugged into by chance? Is there enough power going to the outlet?

Please let me know if you need further assistance. 

Best Regards,

Brad.

BRT_777
Community Member

Hi Brad, thanks for the reply. Have been speaking with the support team over email and as still in warranty, Google are looking to replace the device. Couldn’t come up with a fix that worked unfortunately.

BRT_777
Community Member

Hi Brad, I have been on with the suppprt team via email and unfortunately couldn’t resolve the issue with the device. Still under warranty period so getting it replaced.

Brad
Community Specialist
Community Specialist

@BRT_777

 

I am glad to hear that you are getting the assistances you need! Regardless if it is me or support! However, if you still need further assistance here, please let me know! I would love to help you out as best as I can.

 

Best Regards,

Brad.

jtmcdole
Community Member

I'm having this exact issue. Same nest guard version number. My guard has been offline and complaining for a while. Refuses to see my google wifi with "something went wrong". Factory resetting was a bad idea as I now have no alarm system.

WildnMN
Community Member

Interesting as mine just did the same thing! My Nest thermostat also states offline on the Nest App. Very frustrating! 

Jay813
Community Member

I have the same issue.  Lost connection and showed offline.  It’s currently at Version 1.4.0.0.6 and stuck at setup.  App shows “Getting Nest Guard ready” for hours.  I’ve reinstalled the app and reset the Nest Guard (which seems to be the wrong move).  Any thoughts here?  Could it be an app update issue?

jtmcdole
Community Member

The error code I'm getting is NF004 (0.65).  @Brad - I'm a googler and can drop hardware off anywhere if that helps.