Can't Access One of Two Nest Thermostats via the Nest App

[rlkeys]

I have two Nest thermostats. Both have been working seamlessly through the App and in the house.  I went on a 3-week vacation and when trying to access one of the thermostats via the App on the way home (to pre-cool the house), the App says one thermostat is off-line.  I am able to control the other one via the App without a problem.  When I tried now to troubleshoot the problem the thermostat in the house indicates it is connected and on-line, as it always has.  My router hasn't changed unless somehow the software was upgraded during my absence without specific permission on my part.  To be clear, one thermostat continues to operate as usual.  The other one can't be controlled through the App but appears to be in perfect working order according to the in-house thermostat display.  I believe I have the latest version of the Nest App.  Thanks for any help you can offer.

[iuswimr]

Came here for same Q. Have done all the trouble shooting. Aiming to not, ideally, remove and restart the thermostat.

Thoughts? 

[glong917]

I have the same problem, the thermostat that is not working will not login to my network.  I cannot seem to see what IP address the unit is picking up if any.  how can you see what if any network setting is on a thermostat?

[Derickf]

Hi Folks! 

I can understand how annoying it could be to not be able to control the Nest Thermostat using the app. 

I would like to be sure that I can help everyone on this post. Could everyone confirm what Nest Thermostat model you have?, so I can find the correct solution for all of you.

• Please let me know which troubleshooting you tried and if your router has a 2.4 or 5 GHz connection.

Please keep me posted,

Regards, 

Derick.

[iuswimr]

Gen 3-

It works now- what I did:

Reset x 3 (settings--> reset); did not reset all settings nor account

Took off wall charged for 24 hours. However light never blinked as if it needed charging 

Connected to wall, reset x1 again.

Now it works.

*** I had done all the other steps prior to this. Including turning off VPNs, disconnecting non essential wifi things and prioritizing the nest on the router - hell even used a hotspot from cell.

[Derickf]

Hi Everyone,

Thanks for posting in the community. @iuswimr  I’m glad to hear that you solved the issue with your Nest Thermostat and also provided the troubleshooting that you did. That will be very helpful for everyone.

@rlkeyscould you please provide me more information about the issue you have, is there any error code like nest.com/w5 when you try to connect the thermostat to the network or it cant see any network? 

@glong917 you can try to go to settings, then technical info, and select Network. There you will see the information you need.

Don't hesitate to contact us back if you have any other issues with your Nest Thermostat.

Regards, 

Derick.

[rlkeys]

Derickf, I appreciate your attempt to help.  As I wrote in my original post, the thermostat indicates it IS connected to the Network.  No error message appears there.  It's only when I try to control the thermostat through the App that I get a message indicating one of the two thermostats is off-line.  Either the App or the thermostat is wrong.  Bottom line is that I cannot control one of the two thermostats through the App.

[Derickf]

Hi there!

Thank you for replying. Let me help you troubleshoot your issue. What we can try is to remove the Nest Thermostat from the app and reset the account connection of your thermostat, and re-add it.

1. 
   To reset account connection:
   settings > Reset > Account connection.
   Then select reset and turn the ring to reset.
2. 
   On your Nest app:
   Please select the thermostat offline in your app.
   Then go to settings, scroll down, and select remove device.
3. 
   After doing the steps below, re-add the thermostat to your account. 

You can also take a look at the following article: Nest thermostat is offline

Please keep me posted,

Best regards,

 

Derick.

[rlkeys]

Derrick, thanks for continuing to try to help.  I followed your instructions and got to Step 3 and got stuck.  I attempted to re-add the thermostat to my account and got to the point where I enter the "key" from the thermostat into my App, but when I do I get a message from the App that says, "Choose the number that matches your thermostat's display", which is exactly what I'm doing.  I can't seem to get past this point in re-adding my thermostat.

[Derickf]

Hey there!

Thank you for your reply. You can try to pair the Nest Thermostat using the Nest app and scan the QR code located on the back of your thermostat. I also recommend you do a factory reset on your thermostat to make sure that the thermostat is completely disconnected from your account. Also, could you double check if the thermostat is still linked to your account?

This article could be helpful, and you can take a look at it in the meantime: Add your Nest thermostat to the Nest app

Please keep me posted if you have any other question,

Best regards,

 

Derick.

[rlkeys]

I reset the thermostat to Factory Settings.  I then went through the steps in the Nest App to add the device.  I entered the key in the App and I get a message that says, "Choose the number that matches your thermostat's display."  There are no numbers provided to choose.  The thermostat provides the number "03BM" but again, the App provides no numbers at all from which to choose to match it.

[Derickf]

Hi @rlkeys ,

Thank you for replying in this thread! , Let's discard if it is an issue with the Nest app. 

Please follow the steps below to troubleshoot the Nest app:

Check if the app is updated.

Sign out of the Nest App and sign back in. 

If the previous troubleshooting steps do not work, let's try removing the Nest App and installing it again, or try to link the Nest Thermostat to your account using another device.

I'll be looking for your reply.

Best regards,

Derick.

[rlkeys]

Derick, I am reluctant to delete the App since one of my two thermostats is currently working just fine with it.  I'd hate to mess up the working one.  My problem with the solutions you have offered so far is that when I enter the "key" from the Nest thermostat into the App, it seems like I'm supposed to get a list of codes in the App that should match the 4 character code displayed on the Nest thermostat after I enter the 6 character key.  No list of codes are provided by the App in that step, however.  Sigh.......

[rlkeys]

Derick, I finally got the thermostat connected to the Nest App by doing a reset to factory settings on the thermostat and then reconnecting it.  New problem, though -- in Eco mode, I only have the option to set the heating limit.  The cooling limit is "Off" and I can't set it.  I want to have dual control in Eco mode, one setting for heating and one for cooling.  Can't find a way to make cooling an option.  Help!

[Derickf]

Hi @rlkeys,

Thank you for replying. Below you will find the instructions about how to set an eco temperature using the Nest app or the thermostat: 

Nest app

1. Select your thermostat on the Nest app home screen.
2. Tap Settings in the top right corner of the screen.
3. Select Home/Away Assist.
• At the top of the screen, you can disable automatically switching to Eco temperatures.
• You can also select if your thermostat will use Eco temperatures while you’re home or away.
4. Tap Eco Temperatures to set the temperature range.
5. To adjust the range, drag the slider.
   
   

With your thermostat

1. Press your thermostat ring to open the Quick View menu.
2. Select Settings > Eco.
3. Select the temperature you want. If your thermostat controls heating, you’ll see “Heat to.” If it controls cooling, you’ll also see “Cool to.”
4. Press the thermostat ring to select the temperature you want to change. Turn the ring to adjust, then press again to set.

For more information, you can take a look at the following article: Learn about Eco Temperatures, Auto Eco and how to change settings.

I hope this helps! Let me know if you have any other questions.

Best regards,
Derick

[rlkeys]

I have the Nest Learning Thermostat, third generation.  I am connected via 5.6 GHz.  I already reported what I have tried.  Thanks!

[iuswimr]

@Derickf I have followed all of your directions, now despite every single thing being completely correct on my network the thermostat and the app do not talk. There's thermostat continually loses Wi-Fi connection, despite again trying every single thing you have recommended. 

I am curious if it is a thermostat or an app issue. I am presuming both are different divisions within the organization and therefore we will never know. 

Do we have any other solutions should we be returning these for a refund or replacement?

[Derickf]

Hi @iuswimr,

I appreciate you taking the time to post in the community. I'm sorry to hear you are still having the issue with your Nest Thermostat not connecting to the app; this situation needs further assistance. please Please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Keep me posted,

Best regards,

Derick.