Troubleshooting a P013 error or connection problem when setting up a Nest Protect

Here are detailed troubleshooting steps if you're getting a P013 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 take 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 from the  Google Play Store. The P013 error often occurs when both Nest Protects are not in the ready state or your mobile device is not connected to Nest Protect's temporary 'ad hoc' network. When you reach the screen that says 'Press the button on a Nest Protect already added to your account':

The light ring of the Nest Protect that's already been added to the Nest app should be glowing blue. Android devices should automatically connect to the ad hoc network. If the connection fails, your device may be automatically switching to mobile data or ignoring Nest Protect's ad hoc network. You'll need to switch this feature off. Please follow these detailed instructions on how to check Wi-Fi settings on your Android device. You may need to restart your phone or tablet for these changes to take effect. iOS devices will need to be manually connected to a 1st generation  Nest Protect. The Nest app will tell you to follow these alternative steps: Go to your phone’s or tablet’s Wi-Fi settings. Connect to the Nest Protect's ad hoc Wi-Fi network, which should start with 'NEST', followed by four numbers and letters. These numbers will match what’s printed on the back of the 'Already added' Nest Protect, right above 'ENTRY KEY' which will either be next to 'NEST PROTECT' or 'NETWORK NAME'. Note: If connecting an iOS device to a 2nd gen Nest Protect over Bluetooth fails, they may need to be manually connected over Wi-Fi. The Nest app will tell you to follow the same steps as those above. After your device has connected to Nest Protect's ad hoc network, return to the Nest app and then press Continue. If pairing is still unsuccessful, follow the steps below to restart setup for Nest Protect and the Nest app. Press the Nest button three times or until 'Cancelled' is spoken. Nest Protect's light will turn off. Exit and then 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. Try adding your Nest Protect again. If the previous steps don't work, you may need to restart your phone or tablet.

Advanced troubleshooting steps

If the 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 that are incompatible with Nest products >
 

1. Check your router's lPv6 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 alternative 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 enabling it to ensure that 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 uninstalling it and updating 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 default

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