Article Summary:
Here are detailed troubleshooting steps if you're getting a P002 error when adding Nest Protects to your Nest Account.
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 walk you through more detailed solutions below. If you're still having trouble after following these troubleshooting steps, please contact us. We're happy to help.
Before you start, 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.
Note for iOS users:
If you see this error when setting up a 2nd gen Nest Protect and your iPhone or iPad's Bluetooth is turned off, you can try turning it on (see the screen to the right) and tapping the Try again button.
If you see this error and your iPhone's or iPad's Bluetooth is on, try moving your iPhone or iPad closer to your Nest Protect. Also make sure that there isn't any interference from other Bluetooth and wireless devices. Tap the Try again button to try setting up your Protect again.
What is wireless interference, and how do I troubleshoot it? >
If you still see this error, continue with the following troubleshooting steps:
Troubleshooting steps
Error P002 occurs 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. This error can be caused by a couple of things:
1. Your Nest Protect setup may have timed out. The light ring of the Nest Protect that's already been added to your Nest Account should be glowing blue. If it isn't, press the Nest Protect button once to get the ring to light up. Then try connecting to the ad hoc network again.
2. If pairing is still unsuccessful, reset Nest Protect and restart the Nest app with the steps below. This will clear both Protect and app memory, giving them a fresh start for setup.
a. Press the Nest button 3 times, or until 'Cancelled' is spoken. Nest Protect's light will turn off.
b. 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.
c. Try adding your Nest Protect again.
d. 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 and access points that are incompatible with Nest Protect >
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 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 alternate 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 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.