Device appears offline

[rjhd]

I've had a Nest Learning Thermostat for about 1-1/2 years with no issues.  Recently my internet line was replaced so I had no internet for a couple days.  Once connected everything was fine except my App said my thermostat was offline.  After going through all the recommended steps, I finally did a factory reset of every setting, unregistered the device, uninstalled and reinstalled the app.  It worked for a few hours an then went back to offline status.  The device itself is connected to WIFI fine and all works, I just don't have the App connected to control remotely.  Help please.

Web browser also states its offline.  I generally use the Nest App but same results from Google Home App.

[leonamc]

hi 

did you have any success with this, I had something similar happen only it was an electricity blackout which effected my thermostat, when it came back on the app was saying it was offline but the Thermostat itself was still connected to the wifi.

I have factory reset the thermostat, uninstalled and reinstalled my app, reset the router. When I try to add product again in my app and retrieve the Entry key I receive an error message "something went wrong, please try again later".

I have exhausted all options and don't know what to do next..

[rjhd]

Not really. After I made my post the app did connect a while later but then disconnected a few hours later. Reconnected randomly and now has been disconnected for 23 hours. Really annoying. And I'm at home connected to the same network. 

[leonamc]

Very frustrating! If I have any joy I will let you know.

[rjhd]

Thanks.

[Markjosephp]

Hello folks,

I'm sorry for the trouble this may have caused. It is never ideal for the thermostat to appear offline in the app when it is actually connected. Let's jump in and get them back online.

I found a helpful article with some troubleshooting steps for when your thermostats are showing "offline." Please let me know if that helps or if the issue still persists.

Thanks,

Mark

[Jhonleanmel]

Hi there,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We haven't heard from you in a while so we'll be locking this thread if there is no update after 24 hours. If you have any new questions, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks,
Mel