Green circular light (meaning connected and ok?) but offline in the app

[Edison53]

In the app, NP shows as offline; but there is a small green light on the device confirming it is getting power, and when I turned house lights off, the green circular light lit up, which I think means it is operating properly and connected to WiFi.

so, if it has power and wifi, why is it offline?

[cifuentesj]

Hi @Edison53,

Thank you for your timely post and the comprehensive information you've provided. I've reviewed the input and understand that your Nest Protect is listed as offline, but you can see a small green light on it. I'm here to help you find a solution together.

To assist you further, please attempt the following questions:

• Have there been any recent changes to your environment, such as a change in Wi-Fi network?
• Have you experienced any power outages in your area?
• What are the troubleshooting steps you've already tried? If so, which steps have you tried already?

In the meantime, you can follow this troubleshooting:

• Press the Nest button once. It should say, Press to Test.
• Press and hold the button until the Protect says, Checking the network.
• The LED ring briefly glows green and then turns off when the process is complete.

Additionally, you can follow this article:

• Troubleshoot when Nest Protect disconnects or is offline.

Please keep me posted.

Warm regards,

Jeremy.

[Edison53]

Thanks. I am traveling at the moment and will get to this on the weekend.

[cifuentesj]

Hi @Edison53,

Thank you for your prompt response and for letting me know. Please keep me posted and let me know how it goes.

Warm regards,

Jeremy.

[Edison53]

I am afraid this doesn’t work. I pressed the button once, heard the prompt press to test, pressed the button and held it. There was no message about checking the network. It announced the version number and then started to countdown to erase all settings. That’s when I stopped.

[Guarcax]

Hi @Edison53!

Thanks for posting in the community. 
I’m sorry to hear that you’ve been experiencing some issues with your Nest Protect. I understand that it is showing offline on your Nest app even though you can see a solid green light on the device. No worries, help is here.

I understand that you have already tried some steps provided by @cifuentesj, but it was trying to make the factory reset. Let’s try again following the next steps:

1. Press the Nest Button on a Protect. The blue light should turn on, and it will speak to you.
2. When it says “Press to test," press the button a second time, and the process will start.

If it is not coming back online in your Nest App, you will need to try a factory reset following the steps in the next article: Reset Nest Protect and erase all settings. 

You can check the following articles for further information: Learn about Safety Checkup and Troubleshoot when Nest Protect disconnects or is offline. 

I will be waiting for your response.

Regards,

Daniel.

[Edison53]

reset worked, this time (this was not the first time in last few days that I have had to reset). Thanks 

[Guarcax]

Hi @Edison53!

Thanks for your reply.
I'm glad to hear that you were able to resolve the issue! It's great to know that after the reset, the Nest Protect started to work well. I appreciate your effort and patience.

Please don't hesitate to reach out if you encounter any further problems or have other questions. I’m here to assist you.

Regards,

Daniel.