Learning thermostate works but app always offline

[Derekmore15]

So my thermostat works but the app I use is always offline..if I use the thermostat sometimes after I can use the app but only for a short period of time! I have trouble shorted nothing works In the thermostat it says everything's working fine but the apps always offline. I turned off all Bluetooth but does not help. Anyone figure this out I see alot of people have the same problem!

[Jhasko]

Same thing here. Apparently it’s a widespread issue but can’t find an answer. Walk unit is fine, app says offline.

[Jake]

Hey there,

Sorry to hear about the trouble. I wanted to follow up and see if I could be of any help. I found an article with some troubleshooting steps. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Derekmore15]

I've done all the trouble steps turned off all bluetooth and it still does it. Worked up until a few months ago when I turned off all the energy savings programs. Then after it always offline just like right now!

[Markjosephp]

Hello folks,

I wanted to stop by and see how I could help.

Thanks for assisting, Jake.

@Jhasko, I'm checking back in — how's it going? Still need our help?
 

@Derekmore15, I'm sorry to hear the issue still persists, and I appreciate all the steps you've taken. I'd love to know more about this.

• Could you tell us how far your thermostat is from your router?
• Is it connected to a Wi-Fi point?
• Are you having any power issues with your thermostat?
• Please check the power readouts on your thermostat's "Technical Info" settings.

I'll look forward to your response.

Regards,

Mark

[Derekmore15]

Router is not far from thermostat it worked fine for over a year no issues! Power good all the numbers are fine. To get it to show app online I have to turn thermostat then app connects. Thermostat always has power! Bc walk by it and it lights up!

[Markjosephp]

Hello Derekmore15,

Thanks for letting me know about it. I understand that when the thermostat is connected to Wi-Fi, having it appear offline in the app is never ideal. Uninstalling and reinstalling the Nest app might help. This will ensure that it's up to date and fixed issues.

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

Regards,

Mark

[Derekmore15]

Nope just Uninstalled and reinstalled and was offline immediately until I turned the thermostat itself!

[Markjosephp]

Hi there,

I'm sorry to hear the issue still persists .We'd love to know more about your router settings. Please check for the following setting details:

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

Here's your reference for our recommended Wi-Fi settings on the router or access point.

I'll look forward to your response.

Thanks,

Mark

[Derekmore15]

As I have said, it worked for over a year with no issues and just stopped working. As the router settings are the same as they are now from when I first bought this thermostat it will not solve the problem but I'll check anyway seems like your product was a waste of money tho 

[Markjosephp]

Hello there,

I understand that this step is a little advanced, but it's a great way to check if your devices are communicating with each other so we can properly isolate the issue. Please let me know if you're having any trouble from here, as we would be happy to take a closer look and assist you further.

Best regards,

Mark

[Markjosephp]

Hey there,

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

Thanks,
Mark

[Markjosephp]

Hi Derekmore15,

It has been a few days since your last reply, and I am going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Thanks,

Mark

[Derekmore15]

Don't lock the thread no one said the issue was solved!

[Derekmore15]

Quality of service is 939.99mb and104.22mb so it's not that. Device priory is high

No parental controls on

Wifi is not paused

Interference and attention is good which I figured because everything else in my house works  correctly besides your thermostat app saying it's offline unless I turn the thermostat manually then it shows online for a few minutes! Then back offline

[Markjosephp]

Hey there,

I apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Also, we'd like to take a look into this for you. Please fill out this form and let me know once you're done.

Regards,

Mark

[Markjosephp]

Hello Derekmore15,

Thanks for completing the form; we have received it. Soon, a member of our upper team will contact you via email. Also, please continue the conversation there, as this thread will be locked within 24 hours.

Regards,

Mark

[Derekmore15]

I have done all this and turned off all bluetooth just to see if interfering it still goes offline@