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NEST APP offline, but thermostat online.

rgaila
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: SherryD Nest  

NEST APP is offline, but thermostat is online on iPhone?
Here’s a possible fix:
My issue involved a low battery on the thermostat.  It may still have enough juice to be “online” but not enough to communicate with the APP.  My fix:  Removed thermostat from wall. Used an adapter with a “Micro B” USB adapter.  Plugged it into wall with a wall switch adapter.  Let it charge for about 5 minutes. 
Before charging it was 3.6.
After charging it was 3.91. While it was charging, I checked my APP, and viola - the APP was online.  I reconnected the thermostat to the wall and have not had any problems. 
To check your battery level, open the APP,  click on Thermostat Home, click on the little wheel (settings) in the upper right corner, click on Technical Info, the battery level is at the bottom.  This may work with other issues as well, so if you’re having other issues, check the battery level first.
46 REPLIES 46

Debbie2
Community Member

I am having the same problem. The thermostat is working, the app says it’s offline. The thermostat is wired to the house electrical system, so has continuous electricity, no recharge is needed. Please advise how to fix this problem. 

VonRen
Community Member

It seems there is not quick fix for this problem. If you found a solution please let me know

VonRen
Community Member

I followed the guidelines for a new installation, it took about 9 tries, but finally got it to work properly. I took the front cover off the thermostat and took a picture of the QCR code attached to the back of the cover. With the app open, I was sent a temporary pin to link my Nest to the Network and my Phone. This took many tries, but it finally worked. 

Fomar
Community Member

Likewise. This is now constant. I had a previous nest where this happened and the heat sink failed so I thought there may be a connection. However having had a new one installed about 4 days ago I’ve found that the problem is still present and if anything more pronounced. Whenever I go to check the thermostat it says it’s online and works for a couple of minutes before returning to being offline again. This can’t be a battery issue as it has only been out of its box 4 days. As a connected item it is sadly unusable. Are there any solutions as looking across this forum and online generally, it doesn’t seem to be an isolated occurrence? 

PrincessPohan
Community Member

Ditto. How do I fix this issue?

I removed the device from the wall and from the app. Then I reinstalled and it’s working fine. 

Amy7
Community Member

How do you remove the app? Simply just delete it from your phone screen? Or are there settings to go through?

Fomar
Community Member

I’m thought it might be something wrong with our nest set up but when the same problem happened with a brand new device I had second thoughts. 

Tom4
Community Member

I tried all the variants the APP say the thermostat is still OFFLINE and it works and says everything is fine. I don't know what to do anymore.

We are having the same issue. We have the Echo and Echo Dot along with IPhones. It keeps going offline on both devices, along with the apps, Alexa and Google Home Nest. It shows on the thermostat it’s online and the battery good. 
Very frustrating!

Amy7
Community Member

Hi just wondering if you managed to resolve your problem and if so how did  you do it.

Peeved
Community Member

Same problem here. Power level is fine. App says offline while thermostat says online. 

Amy7
Community Member

Hi im having the same issue now, wondering if you managed to resolve the issue, & if so how, 

Thanks.

  • We thought we resolved it but unfortunately we haven’t. We noticed that when we have smart light bulbs connected, we start having more problems with the thermostat. Although we were still having problems with the thermostat even without the smart bulbs but not as much. 

Greg4hobbit
Community Member

We have the same issue. Nest is online and shows connected with the app but the Nest App says it’s off line. 

Amy7
Community Member

Hi Im wondering if you managed to resolve your issue, & if so how, as I currently have the same problem.

Thanks.

Nash
Community Member

Ditto. I am having same issue from months now. I reset the thermostat, remove it from app, set it all back up and it works for like maybe few mins and then goes offline.

I have tired almost every fix suggested online, nothing works.

 

Any help is appreciated. 

Sirricardo
Community Member

Same issue....

mfortunek
Community Member

Yes, same here. The app insists the nest thermostats are offline but they aren’t. I’m looking at them and they are connected to my WiFi and the connection is strong.

Amy7
Community Member

Hi wondering if you have managed to resolve your issue, as im currently having the same problem.

Thanks 

Fomar
Community Member

Hi Amy

I don’t know if this will help anyone but our WiFi has an optional guest network. When this was enabled I had this problem constantly but since I’ve disabled it I haven’t had this happen. I don’t know why and I don’t even know if it’s relevant to people but I know how frustrating I found it so if it helps anyone then great. 

Fomar
Community Member

I don’t know if this will help anyone but our WiFi has an optional guest network. When this was enabled I had this problem constantly but since I’ve disabled it I haven’t had this happen. I don’t know why and I don’t even know if it’s relevant to people but I know how frustrating I found it so if it helps anyone then great. 

Reneelucier
Community Member

Same issue. And mine is hardwired so it’s not a battery issue

Jsanchez0519
Community Member

Anyone! Please!! Who does one contact to fix this!? 
what is the phone number or email support!? 

JohnTX
Community Member

i have the same issue- wall unit is online, but the iphone app shows offline. The unit is hard wired with house electricity and no power issues. May be Google is trying to sell more newer nests to frustrated customers! Just frustrated!

 

javier500
Community Member

Hi there,

i have just checked my thermostat to start the cool in the Home App and it is offline since 3 days ago.  Thermostat is online and good battery. Any clue?

JohnTX
Community Member

My problem has been resolved last night. Both mine and my wife's iphone Nest Apps showed Thermostat offline and the house wall unit was working just fine. Yesterday we rebooted our phones and few hours later, both apps came back online and active. Absolutely no clue as to whats going on! All good for me.

javier500
Community Member

Weird, the thermostat shows it is disconnected from server...

JohnTX
Community Member

I thought our issues were resolved completely, but not. Today afternoon about the same time as yesterday the wall unit stopped working. An A/C repair man came as he suspected the fuse inside the attic a/c unit may have to be replaced. When he just arrived, the wall unit and the apps started working again. We didn’t do anything though. I will post again if this repeats at our house.  I read another post in this thread that Fomar posted on April 5. He suggested to disable guest network on wifi router. This is something to try as well.

I truly believe that Google may have done something to cause these issues suddenly to all of us….

JohnTX
Community Member

Our A/C went out again today about the same time as yesterday. Now we are waiting to see if it returns to normal at the same time as yesterday…. We have 2 separate A/C units. The other unit has absolutely no problems at all.

JohnTX
Community Member

Our Nest problem has been fixed. Every day for few days, in Dallas high temperature, the A/C shuts off around noon and automatically comes back on in the evening after 7pm or so. I really thought it was the Nest Thermostat causing the issues as I saw all kinds messages such no power, power from your equipment to thermostat may be off, E73 wiring report- no power to Rc wire detected and such on the thermostat itself. After getting fed up we called an A/C guy who is familiar with Nest as well and he found that the transformer on the A/C was bad. He replaced it and also the power switch to the A/C unit in the attic was bad. He replaced the transformer for $300. We had no choice, but to do it. Today is day 2 and absolutely no issues. I felt relieved and thought of sharing it, I am not sure if I got ripped off with the high charge of $300 or it was legitimate. Hope you read this message and check it out.

MMcC
Community Member

This fixed it for me after several hours of trying everything else. 

https://idency.com/knowledgebase/add-thermostat-to-nest-account/

jmabry
Community Member

Solution: I ended up removing the thermostat from the app and adding the thermostat back into the app. And it finally worked

Kaybee908
Community Member

I'm having the same issue, has anyone found a solution? The app (Android) says offline but the thermostat itself say strong connection to wifi network.

Miguel707
Community Member

I am having the same issue. I checked the Nest and everything is working fine. It shows it's connected to Wi-fi, but the app says disconnect 

Ryan_G
Community Specialist
Community Specialist

Hi Miguel707,

 

Thanks for reaching out here in the Google Nest Community.

 

I'd like to jump in here and check if you're still experiencing the issue. Have you tried logging out of the Google Home app? Also, you could restart your Nest Thermostat and your Wi-Fi router.

 

Let us know how it goes by replying to this thread.

 

Regards,

Ryan

Miguel707
Community Member

Hello Ryan;

It happens from time to time. The Nest itself shows that is connected to the wifi,  but the app will say it's offline. 

 

EdwardT
Community Specialist
Community Specialist

Hi Miguel707,

 

Thanks for letting us know. To isolate the issue, could you try removing your Nest Thermostat from the app and add it again? Follow the steps below to remove your Nest Thermostat from the Google Home app:

 

  1. Open the Google Home app .
  2. Touch and hold your device's tile.
  3. Tap Settings Remove device Remove.

Let us know how it goes.

 

Thanks,

Edward

Jeff
Community Specialist
Community Specialist

Hi Miguel707,

I just wanted to check in real fast to see if you saw Edward's latest reply and to find out if you were able to figure things out. If you're still needing assistance, please just let me know and I'll be happy to continue helping.

Thanks,
Jeff