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Nest App says Offline, but I am online

Andrewk
Community Member

I posted this, but the thread got locked before I could reply. (Apologies, but I can only test this at the weekends).

The main point that I believe that is missing is that it occasionally works, which from my point of view is worse than not working and harder to fix.

Original post:

I can rarely control my heating because the app says its Offline, even when I select help and it accesses online help.

What happens is that I'll try to turn up the temperature, but it reports Offline (and wifi is working).

However, if I change he temperature on the thermostat, the app immediately goes orange and updates. So clearly it can communicate.

I have WiFi Neff and Miele appliances, all of which work remotely (although low tech) and Vanderbilt Alarm (High tech secure and never once failed) but Nest is the only device I cannot access remotely).

My phone is an S22 Ultra and should have no issues.

Can I do anything to get remote access to my heating? Can I upgrade the firmware on the thermostat or is the only solution to put in Hive system?

*******************************************************************************

What I have tried from your help guide:


When I sign in to home.nest.com
I can see my thermostat name, address weather etc.
However, after a few minutes, it come up and says offline.

1. Check the thermostat's battery levels
Voltage good.

2. Check for messages and help codes on your thermostat
There are no error messags

3. Check that you have the latest app version
Yes, but thi si snot the probem (same problem when connnecting through home.nest.com)

4. Make sure your home Wi-Fi works
Yes, no issues, all other computers and appliances working .

5. Restart your router
No effect.

6. Restart your Nest thermostat
No effect.

7. Check for interference
Not sure what you mean by this, but there are no interferencs both EMC or functional.

8. Temporarily connect thermostat to a new network
No possible for me to test this.

9. Reset your thermostat's Wi-Fi connection
No Effect.

10. Other considerations

*******************************************************************************

 

 

1 Recommended Answer

Andrewk
Community Member

Hi,

I have finished testing this and have found that there are no issues with my wifi or phone.

The issue is the availability of home.nest.com

When the problems arise, there is a failure of communication between the thermostat and home.nest.com

At this time, there is no issues with accessing other Cloud Apps (E.G Neff Home Connect, SPC Connect).

It would appear that home.nest.com either went though a bad patch or periodically goes through periods where connections cannot be established to the Thermostat. This is out of my control.

You can close this thread now, thank you for leaving it open while I investigated.

View Recommended Answer in original post

7 REPLIES 7

jusrobme
Community Member

I don't know if this is the same thing or not but something similar was happening with me for my nest devices. My phone would show it was connected and for a minute it was connected, but then the device lost the connection. Was driving me crazy. In my particular setup, I have the main router, then I use another router to extend my network. I had switched them out and didn't realize that I was having both new routers assign IP addresses. Once I turned that off on my 2nd router and basically let the first router do all the work everything was fine. I hope this helps.

Anonymous
Not applicable

If your device is offline from the app, but it is online and connected to the WiFi. If you recently made some changes regarding your WiFi connection that will affect your nest devices that are connected to your WiFi network.

For example, you changed your password, changed the router, switched to a different network etc. These kinds of changes will affect the thermostat. What I can recommend is to remove the device which showed offline, and try to reconnect to the WiFi network, or add the thermostat again on the app then attempt to reconnect to the network.

Jeran
Community Specialist
Community Specialist

Thank you for helping out on this thread, jusrobme and eveluna!

Hey there Andrewk,

I'm just checking up on this thread, do you have any more questions or need any additional help? 

Best regards,
Jeran
 

Andrewk
Community Member

Hi,

As explained in a previous post, I can only test on the weekend. I would appreciate if this could be left open for two more weekends (as I am away this coming weekend).

I think I have deduced that the issue is to do with the availability of the Nest server (nest.home.com) or at least the connection between the thermostat and nest.home.com

The issue totally independent of the phone and when it this happens, I cannot connect from nest.home.com on a computer to my heating. I need a bit more time to verify this.

 

 

Jeran
Community Specialist
Community Specialist

Hey there Andrewk,

No problem at all! I'll leave the thread open for as long as you need. I'll go ahead and check up again in a couple of weeks.
 

Best regards,
Jeran

Andrewk
Community Member

Hi,

I have finished testing this and have found that there are no issues with my wifi or phone.

The issue is the availability of home.nest.com

When the problems arise, there is a failure of communication between the thermostat and home.nest.com

At this time, there is no issues with accessing other Cloud Apps (E.G Neff Home Connect, SPC Connect).

It would appear that home.nest.com either went though a bad patch or periodically goes through periods where connections cannot be established to the Thermostat. This is out of my control.

You can close this thread now, thank you for leaving it open while I investigated.

Jake
Community Specialist
Community Specialist

Hey there,

 

I wanted to check in with you. I am glad you were able to review, and pinpoint your issue. Per your request, I am going to go ahead and lock the thread at this time. If you have any questions from here, please feel free to create a new post.

 

Best regards,

Jake