Nest Guard keeps going offline

[andreaalu]

My Nest Guard keeps going offline. When I restart pressing and holding the 5 key, it goes back online for a couple of hours, and then goes back offline. I assume this is associated with the message we received about the Hub Max update, but I tried to unplug the Hub Max, and I keep having the same problem. I moved my Connect near the Guard and Lock, but the problem persists. Anyone in the same boat?

[joster · Accepted solution]

Hi-had the same issue. Tried all their steps and finally got it to work. But what I did was took several workarounds from Sept/October 2021 when Google did an update then and combined all the steps I found to try and did it in this order:

Unplug max, moved close to router.

Removed device from google home.

Reset router.

Turned cellular off - reboot phone. 

Plugged max in. 

Reset device by holding down by volume buttons.

In google home, use the plus sign in the top left hand corner to add the device (do not use the prompt that says add nest hub max).

Follow on screen prompts to set up device and if you are lucky the first time may work. If not, I had to try resetting it more than once to get it to finally hold the internet connection then moved it back to its spot and it worked. I do know at one point, the nest hub max did receive a software update during this process…so my theory is they pushed the update on 8/24 and some didn’t automatically update which caused this issue…

the problem I can’t fix is it will not connect to the nest hub max camera…it continues to try to wake up a device nearby to connect and never works. The only solution I saw for this was to completely remove all nest devices (doorbell, cameras, protects etc.) and add back in - which I really do not want to do. So for now, I am doing without the camera.

Also note, I have a second nest hub max which was doing the same thing however I unplugged it and plugged it back in and it is now stuck on the G screen-no luck yet fixing this.

[Brad]

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I'm terribly sorry to hear that you're having these troubles. I understand how upsetting this could be, but I'm happy to assist you with this obstacle. I hope you see @joster's response, as I would recommend you follow those steps. Especially because you already tried the basic troubleshooting steps that we normally recommend. 

Best Regards, 
Brad

[andreaalu]

Thank you, I am not sure we are talking about the same issue. My hub max works fine, it is the nest guard and nest lock that keep going offline. When I reset the nest guard, it goes online, but it does not last long, after a couple of hours it is back offline. After a while also my Nest Yale Lock goes offline. Last night I moved the nest guard very close to the router and reset it, and now it is almost 24 hours that the system works ok. I am trying now to move it back to the previous location, hoping it will still work. Notice that the system has been working in the current settings for years before the last update of Nest Hub Max. I wish that could be reversed.

[janthadeus]

Hi folks,

Thanks for your help here, Brad.

Sounds like a plan! We're here if you have any other questions.

Keep us posted.

Thanks,

JT

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[andreaalu]

Thanks Brad for checking in. Since I moved the nest guard very close to the router and reset it, the system works well. I now moved the Guard in its original location near my entrance door, and it still works. It seems the Hub Max update had triggered a problem, but the reset near the router helped Guard reconnect to the right place. Hope it will stay the same without problems.

[janthadeus]

Hi andreaalu,

Cool, sounds like a plan! We're here if you have any other questions. 

Thanks,

JT

[janthadeus]

Hi there,

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT