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Nest Cameras and Thermostat Suddenly Offline

lindzalexis
Community Member

Today my 2 outdoor nest cameras and my Nest Thermostat suddenly started showing as offline in my Home app.  My network is working fine - computers, phone, and my Chromecasts are all connected and functioning.  I've reset my router just in case with no change.  App is up to date and there have been no other changes.  Thoughts?

13 REPLIES 13

EmptyNester
Gold Product Expert
Gold Product Expert

That is very odd.  I know you probably tried this but did you cycle the power on the outdoor cams to see if they would come back on line?    As for the thermostat every now and then mine will (for what ever reason) loose the connection to the WIFI and I have to go into the settings on it and search for the wifi and re-enter the password.

Other than that your best bet is to call nest and actually speak to a nest tech about this and have them help you trouble shoot it over the phone with you.  Be sure to set aside about an hour for this call as this kind of problem can be stubborn to fix.  Here is the link to get you started and you will be offered to escalate to a phone call. To the best of my knowledge they are available 24/7.

https://support.google.com/googlenest/gethelp

Good luck and please return here and let us know how it went.

Brad
Community Specialist
Community Specialist

Hey folks,

 

Just checking in to see if you have filled out the support form I sent. Please let me know! Thanks for your help, @EmptyNester!

 

Best regards,

Brad

ARLISA1913
Community Member

SAME ISSUE! Wont connect to my wifi and I have restarted my router and reset my doorbell.  This is frustrating!

The only other thing I can think of is some people have reported that they are using a different phone (from a family member or friend) to re-add the cameras back to your google 'home'.  If you try this make sure you use the same login and password on the app. 

Other than that may be use the link (above) to speak with a Google Nest tech and see if they can sort it out.

 

janthadeus
Community Specialist
Community Specialist

Hi everyone,

 

Checking in should you still have further questions here. Let us know by replying to this thread.

 

Thanks for your help, EmptyNester and Brad,

 

Best,

JT

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread. Thank you for your help, @EmptyNester!

Best regards,
Brad

lindzalexis
Community Member

I've been able to get my thermostat and 1 camera back online, but the other camera will not connect to the app.  When I check my router settings, both cameras show up as connected with activity today, but the one camera will not connect via the Home app.  I'm stumped.

Wow,,, I'm a bit stumped as well.  Let me mention this in case it helps.  There is a difference between a Restart and a Reset.  Make sure you are doing the full RESET.  Here is the link with instructions:

https://support.google.com/googlenest/answer/9252162#factory-reset

One more thing:  I see another user posted this which might help but I haven't tried this:

"Solution: When pairing the Nest Camera (battery) to the Google Home app, the first thing users should check is the status light of the camera. When the light is either solid white or green chances are it won’t pair to their home WiFi network because it still has the old WiFi settings in it. Performing a factory reset is needed to wipe out its old WiFi settings. After the reset, the light pulses blue, it means the camera is ready to be connected to the app."

 

 

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

janthadeus
Community Specialist
Community Specialist

Hey there,


We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Best,

JT

Wait! Not yet. I tried to use my iPad to install the camera. I'll try an iphone next. It still is not working. It's less than a year old so is there a possibility of a replacement?

In order to go down the road of a possible replacement you have to reach out to an actual Google support person who will want to do a bit of trouble shooting with you.  They can then make a determination about a possible replacement for you.  Here is the link you need to get started and it will have an option to escalate to a phone call.

https://support.google.com/googlenest/gethelp

 

Brad
Community Specialist
Community Specialist

@ARLISA1913

 

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. If you're seeking a replacement, please fill out this form. However, if your device is no longer under warranty, we cannot offer a replacement, and do not offer replacements for parts. We're sorry for the inconvenience. 

Best regards,
Brad