topic Nest Connect is offline in Apps / Account

Nest Connect is offline

bw1111 — Thu, 16 Sep 2021 13:29:59 GMT

My Nest Connect is offline, I have tried everything from factory reset to closing the app, to shutting down my phone. I follow the instructions and unplug the connect the light flashes blue for a long time then just goes off, it does not turn green or yellow. I have wasted hours trying to get this to work. I am very dissatisfied with this product.

When I try to connect to the wifi I get the error code NA023. All my other nest products are still working

Re: Nest Connect is offline

GarrettDS — Mon, 20 Sep 2021 18:16:34 GMT

Hey there bw1111,

I'm so sorry to hear about the error code you've been getting with your Nest Connect, let's get this sorted out.

Can you tell us what troubleshooting steps have you performed so far?
What is the LED status of your Nest Connect?

In the meantime, you can follow the steps I listed below:

Make sure that you are connecting the Nest Connect on the 2.4GHz band.
Reset your Nest Connect.
Sign out of the Nest app
Remove the Nest app from your phone
Restart your phone
Download the Nest app again
Sign back in and try to pair the Nest Connect
If you get the same error code try a different phone or device

Let us know how it goes.

Best regards,

Garrett DS

Re: Nest Connect is offline

bw1111 — Mon, 20 Sep 2021 18:24:38 GMT

Hi Garrett -

You won't believe this, but I have tried all those steps! The only time the Nest Connect turns green is when it is right beside the router.

I tried uninstalling the app, closing out of the app, stopping the app reinstalling the connect, I have tried adding the Nest App to my work cell phone to see if that worked, unfortunately none of those things worked either. I also have cleared the Nest Connect several times by holding down the button, turning it yellow then trying to start over!

I've never done anything so frustrating before in my life!

Re: Nest Connect is offline

ai — Fri, 01 Oct 2021 17:23:05 GMT

Hello @bw111,

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 3-3015000032111.
Kindly,
Ai

Re: Nest Connect is offline

Canuck76 — Fri, 05 Nov 2021 05:27:16 GMT

I have the same issue during initial setup. Were you able to find a solution? So frustrating!!!!

Re: Nest Connect is offline

Canuck76 — Fri, 05 Nov 2021 05:28:27 GMT

I have the same issue during initial setup. Were you able to find a solution?

Re: Nest Connect is offline

GarrettDS — Mon, 08 Nov 2021 17:01:54 GMT

Hey there,
I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS

Re: Nest Connect is offline

Canuck76 — Mon, 08 Nov 2021 17:27:30 GMT

Hi Garrett,

thanks for replying. I have a ticket open with Nest Support since last Friday but this has not been resolved yet, it has been escalated to the senior team apparently. Below is the list of things I have tried.

- resetting the Connect multiple times

- Removing the Nest App from my phone and reinstalling it

- trying multiple devices to install, a Pixel5, a OnePlus 8pro, an Ipad and an older Pixel2xl....always the same error message "NA023"

- Turning on the Airplane mode on my phone and then trying to connect via Wifi

-using my phone as a hotspot and using another phone to connect to the 2.4 Ghz Wifi Signal and then attempting to set up the connect.

- Turning off the 5Ghz radio on my Wifi router so it only broadcasts a 2.4Ghz signal for setup

- creating a new "home" on my nest account that does not have any other devices on it and then trying to set up

- making my Wifi network and "open" network without any security to try and set up.

I have tried different permutations of the above steps on multiple devices but nothing seems to work. Been a very frustrating few days with what seems to be a beautiful piece of hardware being killed by a Connect module that just refuses to be set up! Another day or two and I have half a mind to go return this to home Depot and Buy an August lock! I did have an August lock before and the Motor Died on it after 4 years, so the thought was to get a nest lock so that I can operate all the devices from one App.....I already have the Doorbell and Thermostat.

Do you have anything I can try that I may not have thought of above?

Thanks

Sid

Re: Nest Connect is offline

Canuck76 — Tue, 09 Nov 2021 18:09:07 GMT

Hi Garrett,

did you get a chance to review my Response?

Re: Nest Connect is offline

GarrettDS — Tue, 09 Nov 2021 20:45:51 GMT

Hey there,

Thanks for letting me know what you have done.

Just to double check, would you mind going through these steps in this order?

Please make sure that you are connecting the Nest Connect on the 2.4GHz band. Reset your Nest Connect. Sign out of the Nest app. Remove the Nest app from your phone.

Also, I know that you have a case open with Nest Support, would you mind providing that Case Id to me as well?

I look forward to hearing from you.

Best regards,

Garrett DS

Re: Nest Connect is offline

Canuck76 — Tue, 09 Nov 2021 21:14:27 GMT

Hi Garrett

I have tried all the steps you mention and in the sequence you provided. But will do so again and get back to you.

Case ID is 8-1473000031504. I have uploaded some screenshots and timelapse videos with the ticket, let me know if you can't access them and I will share them with you here.

Thanks

Sid

Re: Nest Connect is offline

GarrettDS — Fri, 19 Nov 2021 17:43:33 GMT

Hey there,

It looks like you're getting helped by our Customer Care team. I'm going to go ahead and locked this thread.

Best regards,

Garrett DS