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.
If you see one of these error codes, select it to view specific troubleshooting steps.
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.
Troubleshoot connecting Nest Protect to the Nest app
1. Check your Nest app version
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:
- 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.
- Wait for 30 seconds, then plug your modem and router back in.
- 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.
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.
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.
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.
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:
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.