Cannot find network

[chunwah]

I woke up this morning to see the wifi symbol on my thermostat instead of the usual temperature reading.

Upon checking, it has lost its internet connection. I followed the troubleshoot and restarted my router and then restarted the thermostat but still no good.

I resetted all network settings on the Nest and tried retyping in my network info but it will not connect. Am I right to think that when you go into the network menu it should list out all the networks it can find because I am seeing nothing here? I am sat literally 1m away from the router and everything else in the house can connect to the router no problem.

The software version on the Nest is 5.9.5-2. Maybe because of this I cannot check the ping and weave as suggested. The Nest app on my phone tells me that it is Offline.

Any help? Thanks.

[David_K]

1. Press on the thermostat ring to open the Quick View menu.
2. Select the Settings cog.
3. Turn the ring until "Network" appears. What error message do you see?

[chunwah]

"Not Connected".

And if I click to go into the Settings, then it just keeps searching indefinitely without coming up with a list of available networks. The options available are "Type Network Name", "Do Not Connect" and "Done".

[David_K]

It sounds like you've already tried some of these steps, however here's what Google recommends:
Troubleshoot setup: thermostat doesn’t show your Wi-Fi network - Google Nest Help

[chunwah]

Yeah, it scans and scans but never finds anything. It ought to pick up a long list of networks in my house and outside. My network is not hidden, and if I type it in manually then it doesn't like that neither and says it's not able to connect.

My last resort would be to factory reset the Nest but I don't want to lose the schedule settings. Can I firmware update using an external usb stick instead of over wifi?

[David_K]

No, there's no way to do that unfortunately. If it's not seeing any Wi-Fi networks at all, Nest support would likely ask you to try a factory reset.

[chunwah]

Thanks for your help. Since I'm busy at the moment I will wait a few days before I do that unless it fixes itself miraculously (stranger things have happened). I just checked and the device is still under warranty so if all else fails I will get a replacement.

Thanks again.

[David_K]

No problem!

[Markjosephp]

Hi there,

I wanted to stop by and see how I could help.

Thanks for your assistance here, @David_K.

@chunwah, I appreciate all the steps you've taken, and I'd love to know more about this. Are you getting any message codes in the Network settings or any power-related alerts? If so, what's the message?

I'll look forward to your response.

Regards,
Mark

[chunwah]

Hi.

Yes. After I allowed the Nest to scan for network overnight, the next morning it gave an error of W5 "wi fi connection error". I've not had the time to deal with the problem further. If you have any suggestions to this error I will try them when I have a moment. Thanks.

[Markjosephp]

Hi there,

We're sorry for the trouble this may have caused you. Let's see what's going on. Could you please fill out this form with the needed information and let me know once you're done?

Regards,
Mark

[Markjosephp]

Hello chunwah,

I'm checking back in — how's it going? Have you managed to fill out the form? Let us know so we can move forward.

Regards,
Mark

[chunwah]

Form sent. Thanks. Sorry for the delay.

[Markjosephp]

Hi chunwah,

Thanks for completing the form; we have received it. Soon, a member of our internal team will contact you via email. So please continue the conversation there, as this thread will be locked within 24 hours.

Regards,

Mark