Troubleshoot connecting Nest Protect to the Nest app or Wi-Fi network

Here are some steps you can take if you’ve just installed your Google Nest Protect or have replaced it and are having trouble adding it to your account or getting it online. You may also see an error in the Nest app, such as P008 or P013.

Error codes

If you see one of these error codes, select it to view specific troubleshooting steps.

P002 >

P008 >

P009 >

P013 >

P018 >

 

 

If you see one of these errors, or no error at all, read below for some steps to help you add your Nest Protect to the Nest app.

P000 
P001
P003
P004
P005

P006
P007
P010
P011
P012

P014
P015
P016
P017
P019

P020
P021
P022
P023

 

Troubleshoot connecting Nest Protect to the Nest app

1. Check your Nest app version 

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. To make sure you have the newest version, you can uninstall and reinstall the app.

2. Check the status of the Nest service 

Click here to check the status of the Nest service.

If the Nest service is down, wait for the Nest service to resume to see if you can add your Nest Protect to the Nest app.

While the service is down, you may also see a message "The Nest service can’t be reached right now" in the Nest app.

3. Make sure your home Wi-Fi working 

Since your Nest Protect uses your home Wi-Fi network, check that you can get online with another device in your home. You can visit nest.com to check if your connection is working. If you’re using a cell phone, make sure you don’t use cellular data to test your connection.

Tip: To help make sure you’re not using cellular data, turn on Airplane mode and then turn on Wi-Fi.

If you can’t connect, try using a different device to double check. If you can’t connect with any device contact your internet service provider to check the service status in your area.

4. Move closer to your router 

Make sure that you have your Nest Protects and mobile device close to your router when trying to add your Nest Protects to the Nest app.

Note: If you’re trying to add multiple Nest Protects to your account, do not wake up your Nest Protects until prompted to by the Nest app.

5. Restart your router 

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

Here's 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.

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

Once your router finishes restarting, test the Wi-Fi connection with a computer or phone (make sure that cellular data is switched off). Then try adding your Nest Protect to the Nest app again.

6. Reset your Nest Protect and Mobile device 

Reset your Nest Protect to defaults. For more information and instructions on resetting your Nest Protect follow this link.

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

You should also restart your phone or tablet and reopen the Nest app.

Important: Make sure you have Bluetooth and Wi-Fi enabled on your phone or tablet before trying to add your Nest Protect again.

Double check that you’re using the correct SSID and password for your Wi-Fi network when setting up your Nest Protect.

       How to set up your Nest Protect with the Nest app >

7. Check the settings on your Wi-Fi router or access point 

Not being able to add your Nest Protect to the Nest app can be a result of incompatible settings on your home Wi-Fi router/access point.

2.4GHz and 5GHz network names

If you’re using a dual band router with both 2.4GHz and 5GHz bands, make sure they have different names. Nest Protect cannot connect to a 5GHz network and may not be able to tell your networks apart.

       How to use Nest products with 2.4 and 5GHz Wi-Fi networks >

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 see if these features are enabled on your network and how you can exempt the Nest Protect from these restrictions.

Enable IPv6

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

To make sure you’re using settings that allow your Nest Protect to connect to your home Wi-Fi, see the article:

       Recommended Wi-Fi network and router settings >

8. Check the incompatible list 

If after you check your router’s settings you’re still having trouble adding your Nest Protect to the Nest app, check that your router or modem is not on the incompatible list.

Note: Even if your router is on the incompatible list, some incompatibility problems can be resolved by changing your router settings or by updating firmware.

        Wi-Fi routers that are incompatible with Nest products > 

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