Home App (iphone) showing offline for WiFi points and nest thermostat

[EMM_29]

I've seen posts from back in May on WiFi showing offline in the app, but I recently have this issue offline status in the Home App for my WiFi points PLUS 2 of my 3 nest thermostats are also showing offline.  When I click on the WiFi points or the thermostats that are showing offline, the next screen indicates it's online and I'm able to control the thermostat or see run a mesh test or other settings on the WiFi points.

Since I still have functionality of these devices from my phone, I'm not too concerned, but it is annoying to see so many of my Google devices "offline" on the home app home screen.  

I've toggled the IPv6 button on and off, restarted the router, restarted the thermostats, all with no change.  I have not deleted the app from my phone and reinstalled, which I'm guessing will be suggested, but any other ideas before I do that?

[Markjosephp]

Hello EMM_29,

I'm sorry to hear that your Google Home app is acting up. I understand they can be confusing, when your Nest devices are showing offline on the homepage yet you can control them manually, but I definitely wanted to see what's going on.

Could you try these steps and see how it goes? Restart all your Nest thermostats. If you have the Nest thermostat (mirror finished), remove the display and take out the batteries for at least 2 minutes. Uninstall and reinstall the Google Home App and login with the same email address.

Looking forward for your response.

Thanks,

Mark

[Markjosephp]

Hi there,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Best regards,

Mark

[EMM_29]

Apologies for the delay as I was traveling. The nest Thermostats came back online in the app on their own. 🤷🏼‍♀️ but Wi-Fi points still show offline as does just one of two new mini speakers I added. Network restarted several times without any luck.  Any other ideas to see these items in the app. To emphasize they show offline but when you click them in the app all functionality is there. 

[Markjosephp]

Hello EMM_29,

I'm sorry for the late reply, and thanks for keeping us on the loop.

I wanted to follow up and ensure if you were able to get your devices back online. I did find a helpful article with some troubleshooting steps on when your devices are showing offline.

Please let me know if that helps, or if the issue still persists.

Best regards,

Mark

[EMM_29]

Thanks Mark for the article.  I'm able to add new devices and it sees it as "online" but then in a few days it goes "offline" but it isn't offline when you click on it the device status is online.  The ones that are most annoying being shown as "offline" are my wifi points.  I've rebooted the system several times, deleted and reinstalled the app, and they show as online but then go offline in a few days.  I'm working around it, but it is very annoying.

[Markjosephp]

Hi there,

Thanks for letting me know. I'm sorry to hear the issue still persists intermittently.

It appears that your Nest devices and phone are losing communication with each other. It's most likely that an unknown variable in your network environment (such as Wi-Fi network congestion, router firmware issues, or a security setting on the device used) is causing the issue.

I'd recommend examining your network environment to determine what the unknown variable could be. Also, please have a look at this guide to update your Wi-Fi network and router settings.

Let us know if that works.

Best regards,

Mark

[EMM_29]

Thanks Mark.  My Verizon Fios internet service is plugged into the original Google WiFi mesh network with 5 points.  I was having some issue about a year ago with my network going offline so I bought the Nest WiFi to switch out as a new router, but the network settled down and I never ended up switching them out.  I've talked several times to tech support because my Nest Thermostats often read weak WiFi connection, with other devices in the same room reading "great" connection, and have commented that I'm shocked the google devices don't work better together (e.g., WiFi with Thermostats or camera).  Now with my Home App having this internment issue, it is making me wonder if I made the best choice with going with a google smart home 😞 

[Markjosephp]

Hi EMM_29,

Oh on! I'm sorry for the trouble this may have caused you. I appreciate that you've tried everything on your end.

Going over the steps here might help. Please check for the following setting details on your access point:

• Quality of Service (QoS) settings
• Device priority
• Parental controls
• Wi-Fi pause
• Interference and attenuation

Keep me posted on how it goes.

Best regards,

Mark

[Markjosephp]

Hi there,

It's me again. I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,

Mark

[Markjosephp]

Hello EMM_29.

I want to check if you have seen my response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread in 24 hours.

Best regards,

Mark

[EMM_29]

Thanks Mark for some additional details. My settings match those outlined in the guide above, so I’m at a loss of what else to do. 

[Markjosephp]

Hi there,

I'm sorry for the delayed response, @EMM_29. I appreciate all your time and efforts doing those steps with me. We'd like to dig deeper into this for you.

Please fill out this form and let me know once you're done.

Thanks,

Mark

[Markjosephp]

Hi EMM_29,

Checking back in — how's it going? Were you able to fill out the form? Let us know so we can assist you right away.

Best,

Mark

[EMM_29]

apologies for the delay. I just completed the form. The issue with some of my devices showing offline in the Home App while not actually offline, has been very intermittent since my original post. There was an app update Nov 18th, that I'm wondering if it was fixed with that. I have not experienced this issue in a few weeks.

[Markjosephp]

Hello EMM_29,

We got your form; thanks for filling it out. At the moment, please keep observing your Nest devices' behavior in the Google Home app. Also, our team will reach out to you via email anytime soon. So please keep an eye out on the email and continue the conversation there, as this thread will be locked after 24 hours.

Best,
Mark