topic Re: Nest Guard is continuously going offline in Security

Nest Guard is continuously going offline

JeffreyC000 — Thu, 07 Apr 2022 14:36:57 GMT

For about the past month I've noticed numerous alerts that our Nest Guard has gone offline. I know for a fact it isn't a problem with our ISP, or my router. For instance, here are snips of the log from this past Thursday when we were out of town, which kept the log clear of notifications for doors locking/unlocking/opening/closing:

We've had Nest in our home for a few years now, and this just started happening. Again, I work in I.T., and log when we lose connectivity to our ISP (we used to have issues with that, which have thankfully abated), so I'm very aware of what's going on in my household. This is not a Wifi/network problem, but something very specific to the Nest Guard.

Any insight into this problem would be greatly appreciated.

Re: Nest Guard is continuously going offline

Steve92 — Tue, 12 Apr 2022 08:41:44 GMT

Whatever you do, DON'T FACTORY RESET YOUR DEVICE!

I was having the very same issues and tried factory reseting and now it just doesn't work at all. Keeps getting stuck in the setup stage. Might have something to do with the software version I'm on which is 1.4.0.0.6. I've done a bit of googling and it sounds like there are many people who have had a similar issue and as soon as they factory reset trying to troubleshoot the device no longer works and refuses to setup.

Re: Nest Guard is continuously going offline

JeffreyC000 — Tue, 12 Apr 2022 15:20:55 GMT

Wow, not cool to hear. Thanks for the heads-up, Steve92! I'll be sure not to reset it.

Re: Nest Guard is continuously going offline

Brad — Thu, 12 May 2022 16:27:34 GMT

Hi there,

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue?

Best Regards,

Brad.

Re: Nest Guard is continuously going offline

Brad — Mon, 16 May 2022 16:11:41 GMT

Hi there,

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance.

Best Regards,

Brad.

Re: Nest Guard is continuously going offline

Brad — Thu, 19 May 2022 16:19:48 GMT

Hi there,

Just checking in to see if you still need assistance with this issue. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance.

Best regards,

Brad

Re: Nest Guard is continuously going offline

Brad — Fri, 20 May 2022 16:36:36 GMT

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.