If you get a message that ends with P009 during Nest Protect setup, there are a specific set of troubleshooting steps to follow.
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The Nest app will let you know if there’s a problem during Nest Protect setup. The error number displayed will tell you what the specific problem is. 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 from the Apple App Store or Google Play. |
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Troubleshooting steps
1. Check the Nest service status
First, check the Nest support website to check whether there is a service interruption. You can check the status in the upper right corner of the screen. If there is a problem, wait until the service returns to normal to add your Nest Protect to the Nest app.
2. Reset Protect and restart the Nest app
If there isn’t a service interruption, follow these steps to give Nest Protect and the Nest app a fresh start.
- Press the Nest button 3 times, or until 'Cancelled' is spoken. Nest Protect's light will turn off.
- 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.
- 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 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 that are incompatible with Nest products >
1. Check your router's firewall and port settings
Note: Before changing any settings on your Wi-Fi router, save and export your current configuration or write down the settings in case you need to revert back to the original settings. Please refer to your router's documentation for specific instructions on exporting settings.
Certain firewall settings can prevent a connection to the Nest app servers. Some routers have simple low, medium and high firewall security settings. If set to high or medium, the connection may be blocked. Your router can be safely set to low during the Nest Protect setup process. If you change it back to the previous setting after pairing, your Nest Protects may be shown as OFFLINE in the Nest app. Refer to your Wi-Fi router's manual for the implications of leaving your router's firewall settings on low.
Recommended Wi-Fi router and access point settings for use with Nest products >
After changing any settings on your router, be sure to save the new settings. In addition, you should power cycle your router if it does not automatically shutdown and restart. Please check your router's manual or support website for specific instructions on how to change its settings.
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 check whether 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 >