The app lets you know if there's a problem during Nest Protect setup and show you a message with a number that tells you what the specific problem is.
Before you start, make sure that you have the latest version of the app on your phone or tablet. You can download it from the Apple App Store or Google Play.
Error P002 can occur 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.
Troubleshooting steps
1. Make sure Protect's light ring is blue
Protect's light ring should be glowing blue. This lets you know that this Nest Protect is awake and “ready” throughout the pairing process.
If it’s not glowing blue, the app will tell you when to wake up your Protect. Then you can try connecting to it again.
Note: Don't press your Protect’s button to wake it up until prompted by the app instructions.
2. Reset Nest Protect and the app
If pairing is still unsuccessful, follow the steps below to reset Nest Protect and restart the app. This will clear both Protect and app memory, giving them a fresh start for setup.
- Press the button on Nest Protect 3 times, or until it says 'Cancelled'. Protect's light will turn off.
- Quit and restart the Nest app on your mobile device.
- Try adding your Nest Protect again.
- If the previous steps don't work, restart your phone or tablet and begin Protect setup again with the app.
3. Turn off cellular data
Temporarily turn off cellular data in your phone's settings and try connecting Protect again.
4. Turn off cellular data
Move closer to your Protect. Sometimes when there are a lot of wireless devices you'll need to be within a few feet to get a good connection for setup. But don't put your phone too close to your Protect either, 3 feet or 1 meter is close enough.
If this doesn't help, you can try temporarily turning off other wireless devices in your home. Go to the article linked below for more help.
Advanced troubleshooting steps
If these steps above do not resolve the error, here are some advanced steps that may work.
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 check whether 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 check whether 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 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 factory 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.
Error P008 can occur when setting up your first Nest Protect. If this happens, you'll need to reset your Google Nest Protect to defaults and start setup from the beginning.
Error P018 can occur when you're adding additional Nest Protects to your account. Follow the steps below to troubleshoot.
Troubleshooting steps
1. Make sure the light ring is glowing blue
Check that the light ring of the Nest Protect that’s already been added to the Nest app. The glowing blue light lets you know that this Nest Protect is awake and “ready” throughout the pairing process.
If it’s not glowing blue, you should be prompted to wake up your Protect in the Nest app.
Note: Do not press your Protect’s Nest button to wake it up until prompted by the Nest app instruction.
2. Move Nest Protects closer to each other
Sometimes there is too much wireless interference for Nest Protects to connect to your Wi-Fi network or to each other.
Make sure that your Nest Protects are near each other during the entire setup process. Ideally, they should be no more than a couple of feet apart.
If you have already installed a new Nest Protect on the ceiling or wall, remove it and place it next to a Nest Protect that has already been added to the Nest app.
3. Move Nest Protects closer to your Wi-Fi router
Common sources of interference are nearby Wi-Fi networks or other electronics that use the 2.4GHz frequency, like cordless phones, microwaves, Bluetooth devices, baby monitors and wireless video equipment.
Try moving your Nest Protects closer to your Wi-Fi router. This will help ensure that they are within range of each other. You can also try turning off some of your electronics to reduce interference.
Troubleshoot wireless interference
4. If you have tried to pair Nest Protect multiple times
These steps will clear both Protect and app memory, giving them a fresh start for setup.
- Press the button on Nest Protect 3 times, or until it says 'Cancelled'. Protect's light will turn off.
- Quit and restart the Nest app on your mobile device.
- Try adding your Nest Protect again.
- If the previous steps don't work, restart your phone or tablet and begin Protect setup again with the app.
Advanced troubleshooting steps
If these steps above do not resolve the error, here are some advanced steps that may work.
1. Update your Wi-Fi router's firmware
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.
2. 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.
3. Reset Nest Protect to factory 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.
Error P009 can occur during the final step when you're adding Nest Protect to the Nest app.
Troubleshooting steps
1. Check the Nest service status
First, check the Nest service status to check whether there is a service interruption. 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 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 on Nest Protect 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.
1. Check your router's firewall and port 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.
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.
If you change it back to the previous setting after pairing, your Nest Protects may appear 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. Update your Wi-Fi router's firmware
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 factory 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.
Troubleshooting steps
When you reach the screen that says "Press the button on a Nest Protect already added to your account":
1. Make sure the added Protect’s light ring is glowing blue
The light ring of the Nest Protect that's already been added to the Nest app should be glowing blue. The glowing blue light lets you know that this Nest Protect is awake and “ready” throughout the pairing process.
If it’s not glowing blue, you should be prompted to wake up your Protect in the Nest app.
Note: Do not press your Protect’s Nest button to wake it up until prompted by the Nest app instruction.
2. Connect to the temporary “ad hoc” network
Try to connect your phone or tablet to your Nest Protect’s temporary “ad hoc” network.
Android devices should automatically connect to the ad hoc network.
If the connection fails, your device may be automatically switching to cellular data or ignoring Nest Protect's ad hoc network. You'll need to switch this feature off. 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 should automatically connect to a 2nd gen Nest Protect, but need to be manually connected to a 1st generation Nest Protect. The Nest app will tell you to follow these alternate steps:
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3. Reset Protect and restart the app
These steps will clear both Protect and app memory, giving them a fresh start for setup.
- Press the button on Nest Protect 3 times, or until it says 'Cancelled'. Protect's light will turn off.
- Quit and restart the Nest app on your mobile device.
- Try adding your Nest Protect again.
- If the previous steps don't work, restart your phone or tablet and begin Protect setup again with the app.
Advanced troubleshooting steps
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 check whether 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 check whether this resolves the Nest Protect connection problem.
2. Update your Wi-Fi router's firmware
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 factory 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.