Nest App shows thermostat as offline, but the actual Nest is online and can be see by other apps

[MikeRanscombe]

Hi,

I’m having some issues with the Nest App (iOS) and my 2nd gen Nest Learning Thermostat. The device is working fine and is saying it’s online, but the app is unable to connect to the device and is showing it as offline. If I reset the Wi-Fi on the device it appears in the app for a few minutes but then goes “offline” again.

The most weird thing is other apps can see the thermostat fine; I can still control it with Alexa and my IFTTT routines are still working. 

I checked the Nest Status page and it shows everything as “OK” but the help text for Nest Apps says “We are aware of an issue affecting the Nest application. We are currently investigating.” Is everything ok or is there a known Issue?

Thanks,

Mike

[achang · Accepted solution]

I am having the same issue.  Thermostat unit shows connected and working fine and also shows up in Google Home.  But once you try looking for it in the Nest app it shows offline.  Trying this fix https://www.googlenestcommunity.com/t5/Nest-Thermostats/NEST-APP-offline-but-thermostat-online/m-p/8... but the 5 minute charge didn’t work so charging even longer now hoping it comes back.

[Jake]

Hey all,

Sorry to hear the issue is still present. Do you mind me asking if the thermostat is still showing connected to your Wi-Fi? 

If your Nest Thermostat’s battery level is low, it will disconnect from Wi-Fi. This is to conserve power, so it can continue controlling your system. To check, go to Settings > Technical Info > Power > Battery level must be at 3.8 V.

If you are wanting to reset the device, I would recommend following these steps below. 

Important: You should remove your Nest Thermostat from your Nest account before using this option to reset Account Connection.

1. Press your Nest Thermostat ring to open the Quick View menu.
2. Choose the Settings icon.
3. Turn the ring to reset and press to select.
4. Choose Account Connection.
5. Add the Nest Thermostat back to your account.

Please let me know if that helps.

Best regards,

Jake

[MikeRanscombe]

The thermostat is showing as connected to the Wi-Fi, and I can see it on my router as connected. It’s just not visible in the app. 

The battery level is showing as 3.9v. 

I tried resetting the thermostat to factory settings after removing it from the Nest account, but then I struggled to get it back on the Wi-Fi as it kept disconnecting. Eventually I got it to stay on long enough to app back into the account, but the same problem returned. 

I’ve noticed that if I reset the network on the device it will be connected for up to a few minutes and then lose its connection to the app. During this time the ping keeps going up and up until it finally disappears from the app. Could it be an problem talking to my router? I don’t have any other issues with devices on the 2.4ghz band - my router is an Asus RT-AX92U. 

Thanks, 

Mike 

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions from here, please feel free to create a new post.

Best regards,

Jake

[JennyA]

Same problem here! My Thermostat E shows connect to Home, and connected to wifi. My iphone is wifi connected and functioning as well too. I updated the Therm software and my phone and app is up to date! what is happening here? Why does Nest app show that Home and Therm are both offline? 

[MikeRanscombe]

I had a chat with Google Nest support over Facebook Messenger; after some time going thru all the steps I'd already taken they agreed to escalate the case. As soon as I hear anything back I'll post here. 

[GarrettDS]

Hey there,

Sorry for the late response, but I wanted to drop in here to help. 

I understand that issues with your thermostat not connecting can be frustrating but I definitely wanted to stop by and see how I could help. 

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried? 

Please let me know. 

Best regards, 

Garrett DS

[Jake]

Hey all,

I just wanted to reach out and see if you still need any help. Let me know if you have any questions from here.

Best regrards,

Jake

[JennyA]

yes, see my comments below your post. thanks! 

[ai]

Hi JennyA,

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 1-9225000031821.
Kindly,
Ai

[JennyA]

Yes the app does not show the thermostat online. So I connected it with my Alexa and get the same general benefits. The Alexa connects directly with the Nest Therm. No issues. The NEST app is the problem. 

[achang]

I ended up having to do a full factory reset of the thermostat which seems to solve the issue as now it is seen by all apps including the Nest app.

[JennyA]

I disconnected the Therm from my app, uninstalled the Nest app. then started over with connections and updated the software on the Therm. even restarted my iphone. .... I will most likely delete the app, and use my alexa unless they update the app in the near future. Thanks

[Dubya]

Having this same issue. Thermostat shows online in the google home app but not on the nest app. Guess I can try full reset even though I really don’t want to.