topic Re: ASUS Zenwifi AX in Nest Thermostats

ASUS Zenwifi AX

squirex6 — Tue, 28 Sep 2021 11:30:11 GMT

Since installing an ASUS ZenWiFi AX mesh I have been having problems with my Nest Thermostat (gen2) going offline in the app. I have tried downgrading the firmware to 42095 as there are known issues in the latest, stopping the thermostat from roaming between APs, resetting the thermostat and network, and now I am stumped.

From a search online this seems to be a common problem with Nest products and Mesh WiFi products, but I cannot find anyone who's found the solution. Does anyone have any pointers as to where the problem could be?

Re: ASUS Zenwifi AX

Jake — Wed, 27 Oct 2021 21:54:21 GMT

Hey squirex6,

Apologies for the delayed reply. I wanted to follow up and ensure you are good to go. Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further.

Best regards,
Jake

Re: ASUS Zenwifi AX

squirex6 — Thu, 28 Oct 2021 08:15:48 GMT

HI Jake

Sorry if this is a bit terse, but.

No not really, after working with your first line support we’d already established that my new WiFi access points were the issue, so to receive an email from engineering to say “We believe your new router is the issue” was possibly the least helpful email ever.

I have thousands of options I can change on my wireless, most of which are beyond those accessible to a typical home user, and I am more than happy to change whatever I need to. However I need your engineering team to tell me what I should change. I am not going to randomly change settings in the hope I hit upon the correct one.

Neil

Re: ASUS Zenwifi AX

zmoose — Tue, 02 Nov 2021 05:45:16 GMT

I also have a gen 2 Nest thermostat and ASUS ZenWiFi AX mesh (2 nodes) and am seeing the exact same problem where the Nest App shows the thermostat as Offline but when checking the Nest on the wall it’s connected fine.

Re: ASUS Zenwifi AX

DrHaus — Sun, 21 Nov 2021 01:50:13 GMT

I have the same problem with my Nest thermostat and the Xenwifi AX Mesh. I even sent my thermostat back to Google thinking it was the issue! I’ve changed a ton of settings but the problem persists. Any ideas how to fix this?

Re: ASUS Zenwifi AX

zmoose — Mon, 22 Nov 2021 20:48:23 GMT

I've so far been unable to find a solution. Today I sent Asus an email using this form and linked them to this Nest thread.
https://www.asus.com/support/Product/ContactUs/Services/questionform/?lang=en

Re: ASUS Zenwifi AX

Muzas — Thu, 25 Nov 2021 22:18:47 GMT

I had a same issue. I have Nest Thermostat (Not E-Nest or learning, just the basic one) installed and i just replaced my Orbi RBK753 to the Asus ZenWifi XT8.

So was trying to connect my Nest Thermostat by resetting it and connecting it but had a same issue. Search on the internet and not found anything useful so after couple of time resetting i realized that in my Google Home app the Nest Thermostat still showing but with error. So i removed the profile and again reset the Thermostat and then its worked.

So not only Nest Thermostat should be reset but also the profile should be deleted to add new profile after reset.

I hope it may help you.

Re: ASUS Zenwifi AX

zmoose — Thu, 25 Nov 2021 22:24:05 GMT

Hello Muzas can you explain how to delete profile in the nest app?

Re: ASUS Zenwifi AX

Muzas — Thu, 25 Nov 2021 22:32:59 GMT

Yeah sure.

So open your google home app.

On main screen under devices you will see your Thermostat. Tap on it. And on top right corner tap on tap on Settings icon. And you will find "remove device". Tap on it. And you are done and ready to add new.

Re: ASUS Zenwifi AX

zmoose — Thu, 25 Nov 2021 23:48:49 GMT

Thanks Muzas. My Nest thermostat is an older generation (Gen 2) so it uses the Nest App not the Google Home app. I tried this suggestion anyway, factory resetting my Nest Thermostat and removing the profile from my app but that didn't solve my issue either. Thanks for the suggestions though!

Re: ASUS Zenwifi AX

zmoose — Thu, 25 Nov 2021 23:51:23 GMT

I found if I create a wireless hotspot with one of our phones and attach the Nest to it everything works correctly so seems to be something with the ZenWiFi router? I've replied to ASUS. In case others are interested the case number is N2111034815-0001

Re: ASUS Zenwifi AX

KellyM — Mon, 13 Dec 2021 03:34:37 GMT

I'm having the same problem with my Nest thermostats and ZenWiFi router. Was ASUS able to resolve the issue?

Re: ASUS Zenwifi AX

Muzas — Mon, 13 Dec 2021 05:06:11 GMT

I have the very basic Nest thermostat where i have to setup via my phone not in Nest Thermostat so the solution i stated above works for me.

Re: ASUS Zenwifi AX

Edublives — Tue, 21 Dec 2021 04:51:50 GMT

I have the same problem. Funny thing is, it’s just the app that doesn’t see it, and the thermostat is indeed connected to the router. For me, it shows up fine in the google home app but says “offline” in the nest app.

My solution is to use the google home app until the Nest app is fixed. YMMV.

Good luck!

Re: ASUS Zenwifi AX

zmoose — Tue, 21 Dec 2021 04:57:23 GMT

What generation of Nest thermostat do you have? I've never tried to manage my gen 2 Nest from google home app before. Don't know if its supported or not.

Re: ASUS Zenwifi AX

zmoose — Tue, 21 Dec 2021 04:59:14 GMT

Sadly no ASUS support has so far not been any help. They basically keep sending me to read FAQs on their website most of which are not even relevant to my issue.

Re: ASUS Zenwifi AX

zmoose — Tue, 21 Dec 2021 05:21:58 GMT

My nest thermostat can't even connect to the online service to generate the 6 digit code to connect it to the google home app. It shows as connected to the WiFi and my network works fine on all my other devices. It is as if all network traffic by the nest is blocked somehow.

Re: ASUS Zenwifi AX

Edublives — Wed, 12 Jan 2022 20:08:01 GMT

I have gen 2 and 3. The one with the problem is gen 2, both can be managed with the google home app.

edit: oops, this doesn’t work. I just thought it did.

any help from google? Perhaps a software update?

Re: ASUS Zenwifi AX

Thomj11 — Wed, 12 Jan 2022 19:02:48 GMT

Same issue for me also. Nest App shows as disconnected at random times throughout the day or has a serious lag when I change the temp of the actual thermostat. This has only started happening since changing to the zenwifi ax.

Re: ASUS Zenwifi AX

Edublives — Wed, 12 Jan 2022 20:06:25 GMT

Only happens with my gen2 nests and not my gen3. I think using the “bind” feature on the ASUS app to bind the thermostat to the closest AP might help but haven’t had time.