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App showing offline

Community Member

App shows offline and thermostat shows connected 


Community Member

Want to piggie back since I’m also having this issue. Strangely I’m able to command the thermostat through my Alexa app/device. 

Community Specialist
Community Specialist

Hey there, 

Sorry to hear about the issues with your app and thermostat, I know it can be confusing, but I'm happy to help. 


I have some questions and troubleshooting step that I would like you to try:

  • Is your Nest Thermostat connected to the network?
  • How far away is the thermostat from the router?
  • Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
  • Are you seeing an error message when trying to connect your thermostat to your Wi-Fi network?
  • What is the software version of your Nest Thermostat?
  • Are your other devices experiencing slow internet speeds?

Here are some troubleshooting steps I would like you to try: 

  1. Check if there's a software update that you need to download on your phone.
  2. Check if the Nest App is updated. You can check that on Apple store or Playstore.
  3. Check if Nest services are down.
  4. Verify if the network is experiencing high latency perform a speed test.
    • If you’ve verified that the network is experiencing high latency, restart your router. 
  5. If restarting the router did not resolve the latency issue, look for sources of wireless interference. 
    • Wireless interference leads to difficulty in connecting to a Wi-Fi network, unexpected breaks, and slow Wi-Fi connection. It can be caused by devices or appliances that emit signals such as baby monitors, microwaves, cordless phones, etc. It can also be caused by thick walls or objects blocking two devices to establish a connection. 
  6. Perform a reset: 
    • Restart the Nest Thermostat in Settings > Reset > Restart.
    • If a soft restart does not work, try hard restarting the display (press and hold).
    • If these steps still do not resolve the issue for the customer:
      1. Verify that Wi-Fi networks are available with another Wifi compatible device.
      2. Verify the Nest Thermostat does not find any Wifi networks when searching by going to Settings > Network.
  7. If a soft restart and a hard restart do not work, reset the thermostat to factory defaults and try again Settings > Reset > Reset All Settings.

Let me know how it goes. 


Best regards, 

Garrett DS

Community Specialist
Community Specialist

Hey there, 

Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours. 


Have a great day. 

Garrett DS

Community Specialist
Community Specialist

Hey folks, 

It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread. 


Have a great day,

Garrett DS