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Nest 2nd gen thermostat sees SSID but app says it is offline

llewyn
Community Member

I have a 2nd gen nest thermostat that has worked reliably for years. It went offline 4 days ago - not able to access it through android app or web client. I have rebooted the device and successfully found my router in setup. It appears to connect. But I cannot reinstall it on the nest app or through google home. When I ask for an entry key it times out. The network itself is used by several other devices and there are no connection issues with my desktop windows pc or my android phone. What could be going on?

5 REPLIES 5

MelbaDT
Community Specialist
Community Specialist

Hey llewyn, 

 

Thanks for posting and sorry for the delay. I want to dig deeper into your concern. 

 

A few questions — when it times out, do you get a specific message or a code? If yes, what is it? Also, do you still see the thermostat on your Nest app? 

 

I'll look forward to your response. 

 

Best, 

Melba

llewyn
Community Member

There has been a change. The thermostat now says it is connected to wifi but when I ask for an entry code it times out. Thanks!

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Thanks for these added details. 

 

Are you seeing on your thermostat display that it is connected to WiFi but is showing offline on your Nest app? If yes, is it possible to reset the Account connection settings of your thermostat so that it would forget the WiFi and account it is connected to? That way, it would be able to provide an entry code for you to continue setting it up again. Here's a guide: https://bit.ly/2Oai5yw

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hey there, 

 

Checking back in — how's it going with your thermostat now? Still need our help?

 

Best, 

Melba

MelbaDT
Community Specialist
Community Specialist

Hi, 

 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.
 

Best, 

Melba