Nest guard cannot reconnect to Wi-Fi after nest app update

Patrick2
Community Member

I just downloaded the new iOS nest app update 5.67.0 and now my nest guard will not reconnect to the Wi-Fi.  I have gone through the settings and rentered my Wi-Fi password and initially it acts as if it is paired, but then continues to say the nest guard is offline and I cannot control the alarm through the application.  My wife has an older version of the iOS nest app 5.66.0 and the Wi-Fi is connected and everything is working appropriately.  She can use the nest app to change the alarm settings without issue.  Is there some bug in the new nest app update that is affecting the Wi-Fi? How do I fix this on my phone!?!

18 REPLIES 18

Jay813
Community Member

Add me to that list as well.  Won’t setup stops at “getting nest guard ready” after scanning the code.  

ToddG
Community Member

I'm in the same boat and it appears to be quickly filling up with other people. While the product doesn't seem to work, the automatic renewal for the subscription does (that renewed itself today).

Jay813
Community Member

Ha ha!  We’ll I’m glad I’m not in the boat alone.  

Jay813
Community Member

Ok, I was able to finally setup my Nest Guard.    I used my wife’s iPad that had an older version of the app and when I went to the security settings in the app, I saw the detect. When I clicked it, I had the option to delete or finish setup.  I deleted it and then it finally let me set it up by scanning the QR code.  Seems like it was locked in a partial setup loop  and the old app was able to still see it as installed.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be. I just wanted to make sure that your issue is addressed. 

  • Do you still need help with this issue? I know that there's been a delay in response since you posted.
  • What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Brad.

ToddG
Community Member

Hi Brad,

Unfortunately, the problem with my Nest Guard is not resolved. The cameras work perfectly fine, but the NG is bricked and does not seem to be able to connect to wi-fi.

Thanks,

-- Todd

Jay813
Community Member

Unfortunately Todd, I don’t think “Brad” is a real person.  If so, my apologies to him, but it seems like a canned “need any help with your problem” response.  It’s just funny that it came AFTER I corrected it myself.

 

Todd, do you have an iPad that has the next app installed?  If so, try going into the app, click on Security, and then see if you can delete the NG there.  Once I did that, the setup worked immediately.

ToddG
Community Member

Hi Jay,

I would not be surprised if the response is a 'bot. Hopefully, it will result in a more detailed response soon.
I tried the app on the iPad, unfortunately it's an updated version and I can't even find a setting for security.
In the meantime, I found another thread online pertaining to Google Protect where the OP was experiencing similar issues. He resolved it by removing the batteries from the unit and reinstalling them.
In that case, I've unplugged the unit in hopes of running down the back-up battery over the next few days and then I'll try installing it after that. Fingers crossed, but in the meantime, I've got this nice brick on my desk 🙄

-- Todd

Jay813
Community Member

Todd,

Sorry to hear that.  Was hoping that my fix might work with you as well.  In my case, it seemed stuck in an installation loop.  When I went into setup and then "Security", the NG showed like it was installed, but when I clicked on it, it said "Finish setting up".  I tried that a few times but it just stayed at "Getting the nest guard ready" and did nothing.  When I went in on my iPad, (Settings, then Security), it allowed me to Delete it which did the trick.

Please let me know if the battery drain trick works for future!

Best of luck!

Jay

ToddG
Community Member

I will definitely let you know! If it works, it sure will help a lot of people, as I'm sure your fix will also for those with an older version of the app available.

All the best.

-- Todd

Brad
Community Specialist
Community Specialist

Hey folks,

 

Reminder that I am definitely a real person, not any form of bot whatsoever. I apologize for my lack of responses, I just moderate these forums and help where I can. I could only suggest that you restart the Nest Guard, if that doesn't do the trick, Factory Reset it as annoying as that could be, and then take the time to remove it from your system and add it back in. Try any of those steps as they can fix this issue.

 

Please let me know if you need further assistance.

Best Regards,

Brad.

Jay813
Community Member

Hi Brad,

 

Yep, tried all of those things several times.  Got me back to the same place.  The only thing that worked for me was having an iPad with an older version of the Nest App.  Deleting it on the iPad (even though I tried several times on the iPhone) was the only thing that did the trick.  Once it was deleted in the iPad, I was able to scan the QR code and then fully install it.

My experience led me to believe it was an app update issue.

ToddG
Community Member

Hi Brad,

Thanks for verifying that you're a real person and not a 'bot.

I tried the factory reset option several times and the unit simply will not connect to wi-fi. Consequently, I also reset that to factory defaults during this process.

All of the Nest Cameras connected without a problem, as did other peripheral devices that control lights, etc., but the Nest Guard is bricked.

Any ideas?

-- Todd

Brad
Community Specialist
Community Specialist

Hey folks,

 

The Nest Guard has already been discontinued. I am afraid there is limited troubleshooting that can be done for it besides what's been stated here. We do not have the option to replace it either. Try your best to factory reset it and see if that does the trick.

 

Best Regards,

Brad.

bryancald
Community Member

This is an extremely disappointing answer for one of Nest/Googles most expensive products.

Usually you can have older hardware work for a few years after its discontinued. The migration to Google seems to have caused a lot of issues. Google is now saying Nest Secure has been discontinued, therefore no support. Google broke this device and should release an update to FIX the product as it stands. They could then announce that they are discontinuing the product and no further updates should be expected. How can I be expected to support a company that just abandons hardware after an update essentially broke it?

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.

Jay813
Community Member

How convenient.

No, I’m glad I could fix it on my own.

Emilio_Saenz
Community Member

Hi, 

Same issue here, I actually factory reset the device and it jus won’t connect to the WiFi network; there should a solution to this otherwise we are just left behind with a useless piece of hardware…