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ASUS Zenwifi AX

squirex6
Community Member

Since installing an ASUS ZenWiFi AX mesh I have been having problems with my Nest Thermostat (gen2) going offline in the app.  I have tried downgrading the firmware to 42095 as there are known issues in the latest, stopping the thermostat from roaming between APs, resetting the thermostat and network, and now I am stumped.

 

From a search online this seems to be a common problem with Nest products and Mesh WiFi products, but I cannot find anyone who's found the solution.  Does anyone have any pointers as to where the problem could be? 

52 REPLIES 52

Jake
Community Specialist
Community Specialist

Hey squirex6,

 

Apologies for the delayed reply. I wanted to follow up and ensure you are good to go. Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

squirex6
Community Member

HI Jake

 
Sorry if this is a bit terse, but.
 
No not really, after working with your first line support we’d already established that my new WiFi access points were the issue, so to receive an email from engineering to say “We believe your new router is the issue” was possibly the least helpful email ever.
 
I have thousands of options I can change on my wireless, most of which are beyond those accessible to a typical home user, and I am more than happy to change whatever I need to.  However I need your engineering team to tell me what I should change.  I am not going to randomly change settings in the hope I hit upon the correct one.
 
Neil

zmoose
Community Member

I also have a gen 2 Nest thermostat and ASUS ZenWiFi AX mesh (2 nodes) and am seeing the exact same problem where the Nest App shows the thermostat as Offline but when checking the Nest on the wall it’s connected fine. 

DrHaus
Community Member

I have the same problem with my Nest thermostat and the Xenwifi AX Mesh. I even sent my thermostat back to Google thinking it was the issue!  I’ve changed a ton of settings but the problem persists. Any ideas how to fix this?

zmoose
Community Member

I've so far been unable to find a solution.  Today I sent Asus an email using this form and linked them to this Nest thread.
https://www.asus.com/support/Product/ContactUs/Services/questionform/?lang=en

Muzas
Community Member

I had a same issue. I have Nest Thermostat (Not E-Nest or learning, just the basic one) installed and i just replaced my Orbi RBK753 to the Asus ZenWifi XT8.

So was trying to connect my Nest Thermostat by resetting it and connecting it but had a same issue. Search on the internet and not found anything useful so after couple of time resetting i realized that in my Google Home app the Nest Thermostat still showing but with error. So i removed the profile and again reset the Thermostat and then its worked.

So not only Nest Thermostat should be reset but also the profile should be deleted to add new profile after reset.

I hope it may help you.

zmoose
Community Member

Hello Muzas can you explain how to delete profile in the nest app?

Muzas
Community Member

Yeah sure.

So open your google home app.

On main screen under devices you will see your Thermostat. Tap on it. And on top right corner tap on tap on Settings icon. And you will find "remove device". Tap on it. And you are done and ready to add new. 

Screenshot_20211125-162836_Home.jpg

Screenshot_20211125-163125_Home.jpg

zmoose
Community Member

Thanks Muzas.  My Nest thermostat is an older generation (Gen 2) so it uses the Nest App not the Google Home app.  I tried this suggestion anyway, factory resetting my Nest Thermostat and removing the profile from my app but that didn't solve my issue either.  Thanks for the suggestions though!

Late to the party and slightly off topic, but out of curiosity what was the reason for switching from the Orbi RBK753 to the Asus ZenWifi XT8?

I was thinking about going from the XT8s to the orbis because I'm having a nightmare with my Google nest products and just want everything to "work", with minimal configuration.

DrHaus
Community Member

Update: I turned off ASUS AI Protection (settings) and haven’t had the issue since!

zmoose
Community Member

I disabled the ASUS AI Protection setting but my NEST is still not working.  I can still connect fine to the WiFi but when trying to connect to generate an App key it fails. 

zmoose
Community Member

I found if I create a wireless hotspot with one of our phones and attach the Nest to it everything works correctly so seems to be something with the ZenWiFi router?  I've replied to ASUS.  In case others are interested the case number is N2111034815-0001

KellyM
Community Member

I'm having the same problem with my Nest thermostats and ZenWiFi router.  Was ASUS able to resolve the issue?  

zmoose
Community Member

Sadly no ASUS support has so far not been any help. They basically keep sending me to read FAQs on their website most of which are not even relevant to my issue.

Muzas
Community Member

I have the very basic Nest thermostat where i have to setup via my phone not in Nest Thermostat so the solution i stated above works for me.

Edublives
Community Member

I have the same problem.  Funny thing is, it’s just the app that doesn’t see it, and the thermostat is indeed connected to the router.  For me, it shows up fine in the google home app but says “offline” in the nest app.

My solution is to use the google home app until the Nest app is fixed.  YMMV.

Good luck!

zmoose
Community Member

What generation of Nest thermostat do you have?  I've never tried to manage my gen 2 Nest from google home app before.  Don't know if its supported or not.

Edublives
Community Member

I have gen 2 and 3.  The one with the problem is gen 2, both can be managed with the google home app.

 

edit: oops, this doesn’t work.  I just thought it did.

 

any help from google?  Perhaps a software update?

zmoose
Community Member

My nest thermostat can't even connect to the online service to generate the 6 digit code to connect it to the google home app.  It shows as connected to the WiFi and my network works fine on all my other devices. It is as if all network traffic by the nest is blocked somehow.

Thomj11
Community Member

Same issue for me also. Nest App shows as disconnected at random times throughout the day or has a serious lag when I change the temp of the actual thermostat. This has only started happening since changing to the zenwifi ax. 

Edublives
Community Member

Only happens with my gen2 nests and not my gen3.  I think using the “bind” feature on the ASUS app to bind the thermostat to the closest AP might help but haven’t had time.  

Thomj11
Community Member

I tried something different yesterday. 

Created a guest network on the zenwifi but only connecting to the router and not the mesh network. Connecting the thermostat to this guest network and it’s been rock solid so far, no disconnections at all. Will continue to monitor. 

Thank you this worked for me (so far) having the same issues as everyone else here

That’s good to know. Mine’s been totally stable since using that method. 

zmoose
Community Member

Thanks for this advice.  I just did this and its working for me now too.  Will continue to see how it works and update after a week.

Thank you! This was the key

zmoose
Community Member

Has anyone updated their Asus ZenWiFi AX to the latest firmware?  
Firmware version: 3.0.0.4.386_46061-g9a06866

If so have you seen any issues using the Guest network as a workaround/solution to the Nest Thermostat connectivity issue? 

Muzas
Community Member

I updated XT8 to the latest firmware and i have no issues. And my nest thermostat is on my smart network not on Guest network so yesh its rock solid.👍

nullcircle
Community Member

I've updated my XT8s to the latest firmware (3.0.0.4.386_46061) and it does seem to resolve the Nest thermostats from disconnecting (no need for a guest network or secondary device)..

Gomo
Community Member

I have the same problem and would love to hear a solution or acknowledgment of the issue. I spent 2 hours with Nest support last night only to have the extent of their 'support' be limited to "have you tried restarting your cameras / thermostat". 

Gomo
Community Member

I have the asus ZenWiFi XT8  and am on firmware 3.0.0.4.386_46061. In fact there is a Reddit thread suggesting the latest Firmware is the cause of the problems: https://www.reddit.com/r/Nest/comments/r200i4/psa_people_with_an_asus_zenwifi_ax_xt8_mesh_wifi/

We have 30 devices on our network across 5 people. We have 4 Asus things (1 acting as router and 3 acting as nodes). 

This is driving me insane. 

squirex6
Community Member

Nope it's defo not that.  I've been running 42095 since I installed the XT8s, the other firmwares have been too buggy.

Gomo
Community Member

What do you mean? It's definitely not the new firmware? One person suggested going back to the original firmware and that fixed it for them, though that doesn't seem like a sustainable/good solution: 

"Downgrading to the 42095 firmware from 8/21 seems to have fixed all the dropped connections. I tried the static IP to each device and that did not fix it on its own. Not sure if I even need to continue with the static IP but it's working so I'll leave it. I have cams, protects and thermostats."

Thomj11
Community Member

Mines been ok since moving to the 4601 firmware. 

But you can also try creating a guest Wi-Fi network on the xt8s and connect the nest to that which worked perfectly for me also. 

Gomo
Community Member

Thanks I did the guest network thing and the thermostats connect to the guest network but still don't show up in my Nest App or Google Home App (they show as "offline" there) 

zmoose
Community Member

I'm currently on firmware 3.0.0.4.386_45934 (I've not moved up to the latest firmware since things are currently working).  The only way I was able to fix the issue was creating the guest network and connecting my NEST to it.  I then had to REBOOT my NEST for the process of adding it to the APP to work.  I have a gen 2 Nest.

zmoose
Community Member

One more thing someone above mentioned how they needed to delete their Nest from their google home app/profile and recreate it so maybe you can try that too.

Gomo
Community Member

Saw a link to this solution from Asus in a Reddit thread. I haven't tested it yet but wanted to share it for everyone's benefit: https://www.asus.com/support/FAQ/1042475/