Nest devices offline. Continuously.

[Seanyboy77]

I've got a brand new Nest hub max, just out of the box plus a brand new pixel 7 pro. Previously I had a Google pixel 6 pro and I had the same issues as I'm facing now. My nest devices are showing offline. when I try to connect the cam and I try to connect my learning thermostat. I don't know what to do. I'm out of ideas. I've reset the Wi-Fi I factory reset the device. Can anybody help?

[Dan_A]

Hey Seanyboy77,

That certainly hasn't been easy for you ― let’s check this out.

Just to make sure, where are you seeing the offline status? Is it on your Google Home app, Nest app or your Google Nest Hub Max itself? Are your devices already set up and working? Are all your devices on the same WiFi network? What are you trying to do with your Home/Nest devices?

Keep me posted.

Regards,

Dan

[Seanyboy77]

Hey Dan, thanks for reaching out, I really appreciate it. So far Nest is not being very helpful.  Right to begin, the offline message was appearing in my Nest app. Following many attempt to resolve it Google sent me a replacement Nest hub max. Last Friday when it arrived all was great for 24 hours. But now the Nest app won't load, I've uninstalled it multiple times and reinstalled it but when I try to sign in with my Google account it asks which one. I only have one so I select it.  Then I give Nest permission to access my account and nothing happens.  I've tried to request a new password for my Nest account but the link never arrives to email account. Everytime I try to set up Nest Cam it say wrapping up then it says There was a problem setting up your Nest hub max. Make sure your wifi network is working.  The WiFi is fine but the hub isn't connected for a few minutes. I'm not very technical I'm afraid so I don't know what to do. The nest hub max is working perfectly for all other functions.  The nest thermostat is operating but I obviously can't control it from my app.  What do you think? 

[Dan_A]

Hello Seanyboy77,

My pleasure! 

I now need you to restart your Nest Thermostat, reinstall your Nest App and not to worry, the devices saved to your Nest app will not be removed since these are account based. As long as you sign-in using the same email address. Reboot the router for at least 2 minutes and restart your phone. I believe this really involves the integration between the router and the devices on your Nest app.

Tell me how it goes.

Best,
Dan

[Seanyboy77 · Accepted solution]

Hi Dan 

Well it has kind of worked. I had to move the Nest Max hub into the same room as the router after I did that reset, but that's no good to me as I need the camera in a different room. I guess he wifi isn't powerful enough to connect to the camera. As for the thermostat, I had already set it up again under a new email address.  I'll settle for this for now.  You have been more help to me than anybody at Nest or Google. Thank you 

Sean 

[Dan_A]

Hi Seanyboy77,

Understood and you're welcome. In the meantime, do you still have any other concerns?

Thanks,

Dan

[Juni]

Hi there,

Since we were able to resolve this issue I will mark this thread as resolved after 24 hours. If you need help create a new thread and Community will help you. 
 

Cheers,

Juni