Nest Protect P009(0.80) error

[vivlund]

I've had 2 Nest Protects connected on the network for years, but as of yesterday, neither of them will connect to the network, and they both went offline at the same time, possibly after some update to their software or the iOS app. Same router, same router settings. I've tried the troubleshooting steps and made a new home on the app, but nothing works. Can anyone help me? 

[JPH92 · Accepted solution]

Hello to all the community.
I'm based in France and I had the exact same problem as all of you.

Seeing nothing coming, I called Google Support directly and had a human being who handled the matter as follows:
He had replaced free of charge one of my detectors (which are 7 years old) for a more recent model/firmware (it a 2020 model).
To be able to make everything work again with my other detectors, I had to declare it as "master" (I had deleted all the others) and then I was able to add the other detectors by pressing this new  as "Master".
Suddenly everything works perfectly again.
On the other hand, it is necessary to declare the sensor exchanged as master (or 1st) because the detectors which have the problem are not capable of playing this role.

I don't know if in the US, this could work, but since Google cannot correct its Bug, the solution they offered me works and allowed me to keep my other detectors.

Hope this helps, keep me posted.
Good luck.

JP

[Wim]

Same here. It it a scandal. No reactions from Google since 1 month...

[Dougputnam]

I have come to the conclusion that there will be no help from google/nest through this forum. In the next couple of days I will try and contact support directly, by phone, to troubleshoot. I know I will have to sit through a lot of basic crap to try and find out wast is wrong. I do not have a lot of hope of ever getting this resolved but I think a direct approach (phone) is my best hope. I do believe that will tell me they cannot help because my units are 8 years old. Yes they are 8 years old but they were sold and designed to last 10 years and what we are experiencing is not a hardware issue but a firmware/software issue. I will report back here if I find any resolution. Wish me luck.

[JeroenV]

Agreed, nothing seems to be done from Google/Nest as there is absolutely no communication on what the status is. I even filled out the form they requested and still haven't been contacted. I've completely lost faith in these 'smart' detectors and am already looking to replace them with something else even if they fix it. 
If it was just any gimmick product I wouldn't mind this much, but for a product that is supposed to help save your life, an incident and how it's followed up is unacceptable.

[Colossus]

File a complaint with your state Attorney General. I received a letter from mine in Illinois stating that the complaint with Google can move forward and my requested settlement was full reimbursement for the 6 detectors at $100 each regardless they are 8 years old. Haven't heard from Google yet, but it would be bad for them to ignore this.

[joshmurray]

@Lance_L  I have reported this to New York State Attorney General Letitia James. I have also reached out to a lawyer about a class action suit that will undoubtedly include the people on this chain of unresolved correspondence and hundreds of others. Google's indifference to this is borderline criminal negligence - smoke and carbon monoxide detectors that don't alert us to an alarm? I expect you to reach out to me within 48 hours DIRECTLY at # with a resolution to the problem. I want my 10 Nest Sensors replaced immediately. 

[JPH92 · Accepted solution]

Hello to all the community.
I'm based in France and I had the exact same problem as all of you.

Seeing nothing coming, I called Google Support directly and had a human being who handled the matter as follows:
He had replaced free of charge one of my detectors (which are 7 years old) for a more recent model/firmware (it a 2020 model).
To be able to make everything work again with my other detectors, I had to declare it as "master" (I had deleted all the others) and then I was able to add the other detectors by pressing this new  as "Master".
Suddenly everything works perfectly again.
On the other hand, it is necessary to declare the sensor exchanged as master (or 1st) because the detectors which have the problem are not capable of playing this role.

I don't know if in the US, this could work, but since Google cannot correct its Bug, the solution they offered me works and allowed me to keep my other detectors.

Hope this helps, keep me posted.
Good luck.

JP

[Dougputnam]

Thanks! This is the first post that helps give us some direction and what to do to resolve this problem. 

[Dougputnam]

I have started the process (chat, you cannot call) with nest support. Spent about 2 hours in chat and was bumped up to upper level of support twice. I have now been bumped up again and told I will be contacted within 1 business day. So all I can do is wait. 

[JPH92]

I went to https://support.google.com/googlenest/gethelp?sjid=4407660908239724604-EU

and the last question is "contact option" and in Europe we have 3 options: Get a call, Call us or Chat. I choose the first.
But I don't kwow if it's the same in US.
After it can depend on the person you will speak with. I have explain that my second Nest Protect is unable to be connected, and after 2 days and mail exchange (photo of the Nest protect, screen shoot) they have decided to change my product free of charge.

[Clemlar]

No such luck in the UK. I've spoken with support and as all my devices are out of warranty (around 7 years old) there's apparently nothing that can be done by Google. I've ended up ordering another Nest Protect at a cost of £100 to try and get all my other 3 Nest Protect devices back online by using this as the 'master'. It's disgusting that I have had to do this, but if the worst was to happen and something happened I would never be able to forgive myself :'(

[Colossus]

Why would anyone in here want to fix these defunct products? Google doesn't give a rip about how they ended the life of our detectors prematurely.  Certainly, haven't done anything to assist positively. It was an easy fix for some of us who reset 1 detector - assuming you never move them or need to reset them ever again. If you did more than 1 you are screwed. Won't take calls on a safety product. This is 100% unacceptable. If you think this won't happen again, you're kidding yourself. Time to move on from the Nest cliche.  It's over.  Google ruined a good brand.

[Colossus]

@Lance_L @kelanfromgoogle 

Cowards for not dealing with this situation properly. You left our homes at risk, you never provided any information on the resolution timeline or root cause.  Some in here are still broken a month later. They filled out your form, and nothing. Prove me wrong - do the right thing Google, refund our money!

[JPH92]

It's surprising that a company that's not a startup can't solve the problem, especially when it comes to security products.
After all, I bought these products 7 years ago (with a maximum lifespan of 10 years) and they found a solution to get everything working again (even if it would have been easier if they'd fixed the bug they put in their system).
I couldn't see myself filing a complaint in France against Google and explaining that my products (which are 7 years old) broke down because of Google, even if that's the truth.
But in the US, you have other legal options than in Europe to try and get them to move 😉

[Colossus]

@JPH92  You bought a device and there is currently nothing wrong with your device.  Google modified something on the backend to deprecate your device. That is the legal crux.  Yes, they are out of warranty, No, they are not broken. They do not work properly without the app and software that worked perfectly until November 15th at which point someone at Google decided to enhance or upgrade something at the cost of everyone else who invested in these products. You most certainly should file a complaint for that very reason. The company chose to force you to update by a software change, not because your device quit working out of warranty.

[JPH92]

You're absolutely right. This is not a "normal" failure but a malfunction caused by Google's action (I don't understand why they don't fix the problem).
In the USA, ou are more people with the problem than in France, Google is an American company, and above all you have the legal possibility of class action. After that, I hope that court decisions are quicker than in France 😉

[Dougputnam]

After spending 3 hours in a nest support chat session and jumping through troubleshooting hoops and then waiting 24 hours after being escalated this is the response I just received:

We have checked with our resources. As we have gone through all the troubleshooting steps and as the issue is not resolved, the device should be replaced. But, we see that the warranty of the device has expired. In this case, we don't have an option to help you with the replacement as the warranty has expired 6 years ago.

[Colossus]

BS!

Where are the cowards? @Lance_L @kelanfromgoogle 

[kelanfromgoogle]

Hi @Colossus

While I understand your frustration, I'd like to remind you that targeted harassment and derogatory behavior is not tolerated in the community. You can refer to our Community Guidelines if you have questions. 

If you've already been in contact with our Support, please provide the Case ID and I can pass it along to be looked into further.

I'll also reiterate that our team is investigating and working on a fix, and that offline Nest Protect devices continue to function as a smoke and carbon monoxide alarm. Individuals who are still affected by the offline devices should provide the details that our Community Specialist requested earlier - Device Model and Specific Error code.

Thank you,
Kelan

[Colossus]

This is not harassment. As I have stated many times - I have filed a complaint with the Attorney General of Illinois that is proceeding and Google has been or is being notified this week.  I wouldn't have to go this route if you opened a line of communication with all the affected users.  I'll remind you now, that this post and thread are legal now, and must not be deleted.  You can silence me, Silence seems to be what works for your teams.  Give us feedback on what happened, what steps have been taken to resolve, and what still needs to be done.  You're a social media communication expert as your linkedin says, so communicate.

[Dougputnam]

Kelan,

At this point I do not think anyone feels confident that the smoke detectors will work in an emergency. Since they cannot communicate with each other and I have a 2 story home, one detector may go off on the first floor and if I am on the second floor I may not know. All of these units were perfectly good prior to November 15. Nest did something that bricked these units. Where have you and Lance been for the past few weeks? Today is the first word from anyone that has admitted there is a problem. With all due respect, I do not have much confidence in this process or support.

[Colossus]

I contacted support, was never provided a case number, was told to go buy new smoke detectors. Asked for a supervisor to contact me, no one did.  Where do I go from here ?????  I want to know if I factory reset my detectors are they going to work?  

[Greg1968]

Nooooo!!!   DO NOT factory reset your smoke detectors!!! I did that and my smoke detectors will not communicate with each other.  DO NOT factory reset your smoke detectors!

[Colossus]

Not going to right now, but my question was to prove a point to Google and its Social media reps that drop in here, then disappear, and the only way to get their attention is to borderline cross the rules of the forum.   Notice how he hasn't replied to my new case number.

This problem is not fixed at all. Even those of us who aren't showing the problem right now have product deprecation. My chat with the support rep today proved that.

Google should just show some goodwill, and give all the Gen2 owners 50-75% off for detector replacement. That would be cheaper than losing all the goodwill and the cost to support a product they want to get rid of.

[kelanfromgoogle]

Hi @Dougputnam,

Would you be able to provide your Case ID? I'd like to look into this a bit more.

Thank you,
Kelan

[Dougputnam]

9-3136000035317

[kelanfromgoogle]

Thanks @Dougputnam - a team member will be reaching out to assist via email.

[Colossus]

5-9618000034904

[Clemlar]

@kelanfromgoogle- I'm also having the same issue. Spent an hour on the phone describing the issue and showing the support person I was speaking with this thread. I was told that my 3 Nest Protect's are out of warranty as they are around 7 years old (despite them having a 'shelf life' of 10 years). My ticket number: 1-7587000035660

As a side note, I've ordered another Nest Protect (hopefully it's a newer model/firmware - based on what @JPH92 described above) to try to get all of my devices back online at a cost to myself of £100. I should never have had to do this. I'd obviously prefer not to have to open it if possible, and send it back for a refund. My biggest concern here is the safety of my family, and this issue has dragged on for far too long now...

[Colossus]

I reached out to Google support and all I was told was to not reset any additional smoke detectors until they roll out a fix with no eta.  

3:12:33 PM H****: Jay, we are aware of an issue causing a small number of Nest Protect 2nd gen devices to go offline in the Nest app, and are working to roll out a fix as soon as possible. Your Nest Protect devices will continue to function as a smoke and carbon monoxide alarm while offline.
3:12:54 PM H****: However if you reset it and then it might not reconnect with Nest app.

[kelanfromgoogle · Accepted solution]

Hey everyone,

Jumping back in to address some of the concerns in the thread and provide an update.

A fix was pushed live that addressed the original P009(0.80) error. However, some customers that performed a full device reset or unpaired their device while the bug was ongoing may still experience pairing issues. The team is actively working on a fix for this, and it will be part of an update for the Nest app coming early next year.





In the meantime, if you are experiencing pairing issues with your Nest Protect after performing a device reset, please reach out to our customer support through the following link: https://support.google.com/googlenest/gethelp

Thank you for your patience,

Kelan

[Wim]

Hello Kelan. Is there any update on this please?

[Wim]

Hello Kelan

Any news ?

I did the last Android app update but the issues with my 3 protects keep up. No possibilty of connecting the 3 protects under 1 Home. I was again forced to connect them under 3 separate Homes so the are not connected with eachother. Please update. Kind regards. Wim

[vivlund]

Hello everyone! After reading the reply from JPH92 (thank you very much for your reply), I followed their instructions to solve the problem, which unfortunately requires buying a newer hardware version of the Protect to use as the "assist device." But this does solve the problem. (I originally had a problem with my devices rejoining the network because I did a factory reset on them before a firmware fix was pushed, which evidently fixes the problem, so don't reset your device if you haven't already!!!) This fix is only for people who have already factory reset their Protects.

First, I removed my two old Protects from the Nest app (they each were in separate homes, and I deleted the extra separate home as well), and then I reset both the old Protects.

I then added the new Protect to my home in the Nest app (which also has my old Nest thermostats). This setup was straightforward and only required me to enter my router's WiFi password, and then the new Protect was added to the home in the app and on the network.

Then I added one of the old Protects to the same home in the Nest app, and the setup process automatically used the newest Protect as the "assist device." The setup then required me to connect my phone's WiFi to the ad hoc WiFi network made by the Protect. Then, the second old Protect was added to the Nest app and network along with the newest Protect.

I then added my other old Protect to the Nest home in the app, again using the newest Protect as the "assist device" and using the same process.  

So now the new Protect and the two old Protects are all on the network in the same home in the Nest app. 

I am okay with this because I needed another Protect in my attic anyway. 

Thank you very much, JPH92!

[Dougputnam]

First I would like to thank @JPH92 for his post which pointed us all in the correct resolution to our issue. I was able to contact Nest (through chat) and finally they agreed to replace one of my smoke detectors to act as a master unit to reconnect my older nest units. I have now reconnected all of my older nest units to nest protect. The question I now have is do they talk to each other if there is an emergency? I tried to do a “safety checkup”, which is a test to have all the devices sound an alarm. When I try this, the app will start a 10 second countdown. The countdown goes from 10 to 0 then nothing happens. I am not sure what is going on but it seems as though there are still some serious issues with the nest protect. I will attempt another support chat sessions if they will agree to talk with me. Again I will keep everyone informed. 

@JPH92 Have you tried to do a safety check? If so, was it successful?

[JPH92]

Hello,
Glad to hear you were able to reactivate your detectors.
I did the test and all sensors dialogue well during the test, they all sound.
However, I did it directly by pressing the central button on the detector (main unit or the others) and it works.
I haven't used the mobile app, which seems to be completely dysfunctional.
Keep me informed.

[CeasarPalache]

I just fell into this. Another Google product nightmare. 

[CeasarPalache]

FWIW, I was able to get going again by rebooting, nuking my app, removing all the protects, factory resetting all the protects and then adding them individually in a part of the house where they couldn't see other devices. They wouldn't go on the network if they were where they're actually installed. 

It doesn't make a ton of sense as, now that I've installed them (where they initially failed) the signal reporting from my APs looks excellent. 

Maybe what I dealt with was different. Same codes, but who knows. 

[Clemlar]

For anyone still following this issue, a new version of the Nest app (version 5.74.0) was just released yesterday (2024-01-23) for Apple iOS (not sure about Android), and having updated the app I can verify that this has resolved the issue for me and I was finally able to add all of my Nest Protect's back to my account. I honestly cannot believe that it's taken as long as it has, but as least I can sleep easy again knowing that if the worst was to happen then all my devices would now work properly giving us the best chance possible.

[JeroenV]

Yes, still following as the issue still hasn't been resolved for me. 
But good to hear a new version is now on the way, I don't see it yet on Android, but hopefully it won't take long. 

[JeroenV]

Forgot I had an Ipad lying around, so updated the app and tried to add the second Protect.
Worked like a charm, like it should have always done. For Android still no update available, but for me the issue is solved now. Took a couple of months, but hey, it's only a smoke detector so nothing important right 🙄