Nest App says I am offline, but the thermostat is online

[Jonnyfromni]

HI,

I seems to get this issue frequently recently. I go to the app to change the heating and it says it is offline, even though my phone is on wifi in the house and the actual stat is showing as online! Once I change the heating on the thermostat the phone then shows that it is working.

I have made sure all the software is up to date on the phone and the stat, but it still happens.

I see other topics on this , btu no clear answer. Can anyone help please!

John

[Jenelyn_O]

Hi Jonnyfromni,

Thanks for reaching out and for being a step ahead of us — I'm sorry for the trouble. A few questions: what type of Nest Thermostat do you have? In what country are you located? Do you see a specific message or code on your thermostat or in the app? Please gather and share with us your thermostat power reading.

Check out the guide below:

Nest Learning Thermostat and Nest Thermostat E:

1. Go to your thermostat Quick View menu.
2. Go to Settings.
3. Look for Technical Info.
4. Select Power.

Nest Thermostat 2020:

1. Open the Google Home app tap the thermostat tap Settings .
2. Select the Device Information.
3. Choose Technical Information.

Best,

Jenelyn

[Jonnyfromni]

It a 3rd generation stat. It has a learning function.  I’d probably need to check that exactly. 

On my phone the app say OFFLINE but it is an intermittent problem. The power is 3.920 v  it it plugged into the wall. 

[Jenelyn_O]

Hey Jonnyfromni,

I appreciate the additional information. Let's reconnect your thermostat to the network and to the app. For you to be able to add your Nest Learning Thermostat to the app you must have an Entry Key that you can find under the Nest app option on your thermostat. I suggest restarting your thermostat Account Connection before adding it to the app.
 

You can follow these steps:
 

1. Remove your thermostat from the Nest app.
2. Go to your thermostat Quick View menu.
3. Select the gear icon for Settings.
4. Turn the ring and look for Reset.
5. Choose Account Connection.
6. After resetting, reconnect your thermostat to your Wi-Fi then add it back to your account.
7. Once it is connected, go back again to the Settings and look for the Nest app option to get the Entry Key.
8. Go to the Nest app on your phone and proceed adding your thermostat to your account.

Please keep me posted.

Regards,

Jenelyn

[Jonnyfromni]

Hi under the 'reset' menu there is no 'account connection' option?

[zoeuvre]

Hi there, 

@Jonnyfromni, chiming in—could you select All Settings instead? Go to Settings > Reset > All Settings, then follow the on-screen instructions.

Thanks,

Zoe

[Jonnyfromni]

Hi,

I have reset everything and had to enter all my time schedules again etc. It has made no difference still intermittent connection issue on the app!

[zoeuvre]

Hello Jonnyfromni, 

Thanks for letting us know. Could you check if you have the Recommended Wi-Fi settings on the router or access point? After that, let us know what you've checked. 

Kind regards,

Zoe

[Jonnyfromni]

What do you mean by exactly ?