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Nest App shows thermostat as offline, but the actual Nest is online

Penninmt
Community Member

‎10-19-2023 06:53 PM

I have 3 nest thermostats to control separate zones of my house.  They have been working for nearly 5 years without much hassle.  Recently I noticed they were all dropping connection,  but not at the same times.  They were indicating low battery, so I suspected the batteries are getting reduced life and they were not connected with a C-wire.  I have since run a c-wire to resolve the issue on two of them, and they still periodically show offline in the APP/web interface, but when I check the actual thermostat it shows connected to an account and online, with no power issues.  I have attempted restarting the thermostats, router, confirmed up to date software,  Assistance is greatly appreciated. 

I had previously started a thread on this, but after waiting 2 weeks for a reply on my last post, the thread was abruptly closed before I could reply to th last question.   I am still looking for assistance on this issue.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-App-shows-thermostat-as-offline-but-the...

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Stuart267
Community Member

‎10-22-2023 05:26 AM

This is he same issue I am having. I have a nest thermostat that now disconnects - on app anyway - but says connected on the unit itself. 

Tried the same steps as you with rebooting unit and router bit still got the issue. Hopefully someone responds to you and the help chat wasn't helpful at all.

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zoeuvre
Community Specialist
Community Specialist
In response to Stuart267

‎10-22-2023 11:21 AM

Hi folks, 

 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, follow these steps: 

 

  1. Check if the Nest services are offline.
  2. To verify if the network has high latency, perform a speed test.
    If the speed test result confirms that the network has high latency, restart the router.
  3. If there's normal latency or the previous step doesn't resolve the high latency, search for sources of wireless interference. 
    • Note: Wireless interference causes difficulty for devices to connect to a Wi-Fi network, unexpected interruption, and slow Wi-Fi connection. Devices or appliances that emit signals (such as baby monitors, microwaves, cordless phones, etc.) can cause wireless interference. Thick walls or objects that block the connection between 2 devices can also cause interference.
  4. If the thermostat is in an area where there's wireless interference, learn about wireless interference and how to troubleshoot it. Network firewall settings may be too restrictive. Make sure that you have the recommended Wi-Fi network and router settings for use with Nest products.

 

If the situation with latency persists, let us know. 

 

Best,

Zoe 

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