NestApp offline

[LaurieAnn]

The Nest app is showing that it is offline but my Wi-Fi is fine. The wall Nest is working fine. What should I do

[DeboraJ]

Hi @LaurieAnn,

Thanks for reaching out to the community! I understand that you're experiencing an issue where your Nest app is showing as 'offline,' even though your Wi-Fi is working fine. Let me help you with this!

Before we move forward, could you please explain a little bit more about the issue you are experiencing? For example, is this happening with a specific device, or is it an issue with the app itself?

Best regards, 

Debora

[LaurieAnn]

Hi

When I try to use the Nest app on my android phone or iPad, it says OFFLINE. I have troubleshoot ( checked the Wi-Fi connection, checked the nest on the wall, uninstalled and reinstalled the app) but nothing works. The thermostat is working fine, but I am unable to adjust the thermostat from the nest app. 

[DeboraJ]

Hi @LaurieAnn,

Thanks for the information provided! In this case, I only have a quick question:

• Could you please tell me the make and model of your thermostat, and also what base you are using? If you’re unsure, please check our Help Center article: How to tell which Nest thermostat you have.

Keep me posted!

Best regards, 

Debora

[LaurieAnn]

Nest Learning Thermostat 3rd gen

[LaurieAnn]

The Nest is finally back online. The wifi signal in our home was working, but was weak. Our internet provider fixed the issue, which resulted in the Nest app working again. Thank you for helping troubleshoot the issue.  

[DeboraJ]

Hi @LaurieAnn

Thanks for the information! Before we continue could you please share with me a photo of the wiring configuration of your Nest Learning Thermostat 3rd gen?

Best,

Debora

[LaurieAnn]

https://saskpolytech-my.sharepoint.com/:i:/g/personal/martinl_saskpolytech_ca/Ea5bpDN8xvxHor6bANjPk7... 

[DeboraJ]

Hi @LaurieAnn

Thanks for the information and the photo! Based on that, let’s try the following steps to get your 3rd Gen Nest Learning Thermostat reconnected. Please try these steps in order and let me know the results:

• Step 1: Check if the thermostat is connected to a new or hidden network
  • Press the thermostat ring to open the Quick View menu.
  • Turn the ring to Settings (gear icon) and press to select.
  • Select Network.
  • Check the network name listed here. If you have a hidden network, scroll down to select Type network name and enter it manually.
• Step 2: Verify if the thermostat can find other Wi-Fi networks
  • While still in the Network menu, disconnect from the current attempt if needed.
  • The thermostat should automatically scan for available networks.
  • Do you see other networks listed (like your neighbors' Wi-Fi), or is the list completely empty?
• Step 3: Power cycle the thermostat (Restart)
  • Press the ring to open the Quick View menu.
  • Go to Settings > Reset.
  • Select Restart.
  • Alternatively: You can press and hold the thermostat ring down for 10 seconds until the screen turns off, then press it once to turn it back on.
• Step 4: Verify other devices
  • Check your phone or laptop to ensure they are currently connected to the internet via the same Wi-Fi network you are trying to use for the thermostat.
  • Try loading a webpage on your phone while standing next to the thermostat to ensure the signal is strong in that location.

Keep me posted on what happens after the restart!

Best, 

Debora

[LaurieAnn]

None of these suggestions work. The app remains offline. The NEST is connected to wifi.  Everything appears to be functioning properly other than the app. 

[DeboraJ]

Hi @LaurieAnn

Thanks for the updates and information! The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted! 

Best regards

Debora.

[DeboraJ]

Hi @LaurieAnn

I hope you are doing well. we haven’t seen your form submission come through, were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Keep me posted.

Best regards,

Debora