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Troubleshoot when Nest Protect disconnects or is offline

If your Google Nest Protect becomes disconnected from Wi-Fi, you should experience one or more of the following:

  • Your Protect will appear as gray and say "Offline" in the Nest app.
  • Your Protect’s light will glow yellow during Nightly Promise or Safety Checkup to indicate that there’s a Wi-Fi issue.
  • You may also find missing Protect History information
  • You won’t get notifications or alerts about your Protect from the Nest app. 

Important: Even if your Protect is disconnected from Wi-Fi, it will stay connected to other Protects in your home and continue to detect smoke and carbon monoxide. If one Protect detects a smoke or carbon monoxide (CO) event, all Protects will still speak a Heads-up alert or sound the alarm.

Get Nest Protect back online

Follow the steps below to troubleshoot. After each step, you should manually test Nest Protect’s network to check whether it reconnects to Wi-Fi.

1. Check the Nest service status

To check the status of the Nest service, go to Nest System Status. While the service is down, you may also receive a message "The Nest service can’t be reached right now" in the Nest app.

If the Nest service is down, wait for the Nest service to resume, then manually test Protect’s network.

2. Make sure the Nest app version is up to date

Make sure that you have the latest version of the Nest app on your phone or tablet. You can download it from Google Play. To make sure you have the newest version, you can uninstall and reinstall the app.

After you install the Nest app, manually test Protect’s network.

3. Update Protect's Wi-Fi settings

If you’ve recently updated your Wi-Fi network’s name (SSID), password, or other settings, you may have to update your Protect’s Wi-Fi settings in the Nest app.

Tip: Your Nest Protects should talk to each other during setup and share Wi-Fi information. If your Protect doesn’t ask you for new Wi-Fi information, one of your other Nest products may be sharing Wi-Fi information with it. You should update Wi-Fi information for your other Nest products before you update your Nest Protects. 

2nd gen Nest Protect

  1. On the Nest app home screen, tap Settings Nest settings icon.
  2. Select your Protect.
  3. Under “Device options,” tap Wi-Fi connection.
  4. Tap Next. Nest will attempt to connect to your Protect, and it will start looking for nearby Wi-Fi networks.
  5. Select your Wi-Fi network and enter the password. Your Protect should automatically reconnect.

1st gen Nest Protect

  1. Remove Nest Protect from your account.
  2. Once it’s removed, set up Protect in the Nest app again. The app should walk you through connecting Protect to Wi-Fi.

4. Check that other devices are connected to Wi-Fi

Check that your Wi-Fi network works for other devices (cell phone, computer, etc.) and manually test Protect’s network.

  • If other devices are disconnected from Wi-Fi, move on to step 5 in this article.
  • If other devices are connected to Wi-Fi but not your Protect, move on to step 6 in this article.
Tip: If you’re using your cellphone to check, make sure it’s connected to the same Wi-Fi network as your Protect and cellular data is turned off. To help make sure cellular data is off, turn on Airplane mode and then turn on Wi-Fi.

5. Restart your router

Restart your router to reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters.

Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.

  1. Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router will restart. Wait a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light.
  4. Once your router finishes restarting, test the Wi-Fi connection with another device and manually test Protect’s network.
    • If other devices connect but not your Protect, move on to the next step.
    • If none of your devices connect, contact your internet service provider to check the service status in your area.

6. Check for interference

Almost every network is subject to wireless interference which can cause your Protect to disconnect from your home Wi-Fi network. Wireless interference can be caused by the following:

  • Large furniture and appliances
  • Walls and floors
  • Competing Wi-Fi networks
  • Other electronics
  1. Troubleshoot wireless interference. You can learn about wireless interference and how to troubleshoot it in our help center.
  2. After you troubleshoot wireless interference, manually test Protect’s network.

7. Check your Wi-Fi network or router settings

If you can’t add your Nest Protect to the Nest app, this can be a result of incompatible settings on your home Wi-Fi router/access point.

2.4GHz and 5GHz network names

If you have a dual band router with both 2.4GHz and 5GHz bands, make sure they have different names so that you can correctly connect your Protect to the 2.4 GHz network. Nest Protect can’t connect to a 5GHz network and may not be able to tell your networks apart.

You can find more information about How to use Nest products with 2.4 and 5GHz Wi-Fi networks in our help center.

Parental controls or firewall security

High firewall security or parental controls can block communication with Nest servers. Refer to your Wi-Fi router/access point documentation to check whether these features are enabled on your network and how you can exempt your Protect from these restrictions.

Enable IPv6

Your Protect requires IPv6 in order to be added to the Nest app. Check your router's documentation to confirm that your router supports this setting and for information on how you can enable it.

Device priority (Quality of Service)

If your router has device priority turned on, it can limit the amount of bandwidth available for your Protect and cause it to disconnect. If possible, move your Protect to a higher spot on the router’s priority list. Refer to your router’s manual for more information.

Beamforming

If your router has a beamforming feature, turn it off and check whether your Protect has better connectivity. Refer to your router’s manual for more information.

You can find more information about Recommended Wi-Fi network and router settings in our help center.

8. Reset Nest Protect to factory default settings

If your Protect still doesn’t come back online after following the above steps, factory reset your Protect, and then add it back to the Nest app.

Important: Double check that you’ve tried all the previous troubleshooting steps before you reset your Protect. The reset to factory defaults will remove all your settings and Protect History.

  1. Before you reset your Protect, take it off the wall or ceiling. You’ll need to scan its QR code when you reconnect it to the app after the reset is complete.
  2. Follow the steps to Factory reset your Nest Protect.

Tip: Write down the entry key for each of your Protects and put it in a safe space. That way if you need to reset and re-add your Protect, you won’t have to remove your Protect from the wall or ceiling.

How to manually test Nest Protect's Wi-Fi

  • Battery powered Nest Protects normally test the Wi-Fi connection once per day. 
  • Wired Nest Protects normally test their connection every 30 minutes, as long as the power is on.

Use the steps below to manually check Protect’s the network connection before the scheduled time.

Note: Nest Protect doesn’t maintain a constant Wi-Fi connection. After each troubleshooting step above, you should manually test your Protect’s Wi-Fi connection.

  1. Press and release the button on your Protect. If it’s disconnected, it may say “Nest Protect is disconnected from the internet.”
  2. Press and hold down the button until you hear your Protect say “Checking the network. Just a moment.” Then release the button.
  3. Your Protect will glow blue while it tests its network connection.
  4. After a few moments, your Protect will glow green if it was able to connect, or yellow if there’s still an issue.
  5. Continue to the next troubleshooting step if your Protect was unable to reconnect or shows up as "Offline" in the Nest app.
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