App says offline but thermostat is online

[Texasgifts]

App says offline 6 hrs thermostat is online is connected to WiFi, battery good, phone connected to WiFi. No connection issue in house have changed nothing with WiFi. Tried unloading app and reloading still offline. Tried home.nest.com app still says offline

[zoeuvre]

Hi Texasgifts, 

Thanks for posting here in Community forum, and I appreciate you being ahead of the troubleshooting steps. Let’s sort this out. 
 

A few questions: What type of Nest Thermostat do you have? Has there been any recent change in the home Wi-Fi network? And is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three and fifty feet from the Nest devices? 

I’ll look forward to your response. 

Best,

Zoe

[zoeuvre]

Hi there,
 

I wanted to check and see if you managed to see the information I shared. Please let me know if you have any questions from here. I would be happy to assist and make sure you are good to go.
 

Thanks,

Zoe

[Jenelyn_O]

Hi folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns, as I'll be locking this thread in 24 hours.

I appreciate your help, Zoe.

Regards,

Jenelyn