Troubleshooting a P002 error or connection problem when setting up a Nest Protect

Here are detailed troubleshooting steps if you're getting a P002 error when adding Google Nest Protects to the Nest app.

The Nest app will let you know if there's a problem
during Nest Protect setup. You'll see a number that
will tell you what the specific problem is. You can tap
the Learn More button for some basic troubleshooting
advice, but if you need further help, we'll walk you
through more detailed solutions below.

Before you start, make sure that you have the latest
version of the Nest app on your phone or tablet. You
can download it for free from the Apple App Store or
 Google Play.

 

 

 Nest Protect P002 error

 

Troubleshooting steps

Error P002 occurs when connecting your phone or tablet to the temporary "ad hoc" Wi-Fi
network that Nest Protect creates during setup. The temporary network's name (SSID) will
start with "NEST", followed by four numbers or letters. This error can be caused by a couple
of things:

1. Your Nest Protect setup may have timed out: the light ring should be glowing blue. If it
isn't, press the Nest Protect button once to get the ring to light up. Then try connecting to the
ad hoc network again. 
2. If pairing is still unsuccessful, reset Nest Protect and restart the Nest app with the steps
below. This will clear both Protect and app memory, giving them a fresh start for setup. 

1. Press the Nest button 3 times, or until 'Cancelled' is spoken. Nest Protect's light will turn off. 
2. Quit and restart the Nest app on your mobile device. For iOS devices follow
 these instructions. For Android devices, tap the Recents button, then swipe 
the Nest app icon until it disappears. Specific steps for your Android device
may vary, so check the manufacturer's website or manual for instructions.
3. Try adding your Nest Protect again.
4. If the previous steps don't work, you may need to restart your phone or tablet.
                                                     android recents button

Advanced troubleshooting steps

If these steps above do not resolve the error, here are some advanced steps that may work. First, check that your router is compatible with Nest Protect. There are a few access points that have known issues.

Wi-Fi routers and access points that are incompatible with Nest Protect >

1. Check your router's IPv6 or Multicast settings and documentation 

If your router is supported by Nest Protect, you'll need to check your router's configuration to make sure that IPv6 (or Multicast) is enabled for all devices on your network.

If IPv6 is fully enabled, refer to your router's documentation to see if it supports IPv6 on internal networks, which is required for Nest Protect. While most recently manufactured routers support IPv6 for external connections to the Internet, some may not support IPv6 between devices on your home network. If not, try an alternate router that has full IPv6 support to see if this resolves the Nest Protect connection problem.

2. Check the firmware version of your Wi-Fi router

Check your router's firmware version and compare it to the most recent firmware posted on the manufacturer's website. If it's not up-to-date, download the latest version and follow the installation instructions. Your router may also have an automatic update feature. Please refer to your router's documentation to see if this feature is available. If it is, we recommend you enable it to ensure you always have the latest firmware.

3. Remove and replace open source firmware

Open source or third-party firmware such as DD-WRT, OpenWRT and Tomato can be installed to enable extra features on certain routers. However, open source firmware is not supported by Nest Protect. While some versions may work, compatibility may vary from release to release.

If you are using third-party firmware, we recommend you uninstall it and update to the latest firmware available directly from the manufacturer. Please get specific instructions from the firmware source to uninstall it, and refer to your access point's manual for instructions on installing and updating the original firmware.

4. Reset Nest Protect to defaults

If nothing else has helped, as a last resort, you can reset your Nest Protect and restart setup from the beginning. When you reset Nest Protect, all saved settings and information, including things like Safety History, will be erased.

How to reset the Nest Protect and erase all your personal settings >

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