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Nest Learning OFFLINE

Castromom77
Community Member

I recently installed a Nest thermostat and doorbell in my home in NY. This is not my primary residence and did this to control the heat for my tenant. Now this thermostat has been offline for almost 8 hours and I keep reading that I have to be at the location to reset or reboot this thing. I wish I knew this as I live out of state and this is a MAJOR inconvenience.

Anyone have suggestions on what can be done to fix this issue?

11 REPLIES 11

PatrickP_Viking
Silver Product Expert
Silver Product Expert

Hey @Castromom77 .

I think this is likely going to be more of a Nest Thermostat Community question than a Nest Wifi Community issue but need a few more details to determine that:

  • What wifi are you using at the second home?
  • Are any other devices connected at that home to the network that are offline or is it just the Nest Thermostat?
  • Are there issues connecting to the wifi network by anyone at the location?

Thanks for the response, Patrick.

I have a Verizon router at the home and there are 4 other devices connected to it. This includes a Google doorbell camera. They don't seem to have any connectivity issues at all and haven't gone offline. I recently purchased a wifi extender to put in the home just in case it was an issue with the range.

I will be flying into NY tomorrow to fix this. Fingers crossed that it doesn't keep happening.

EdwardT
Community Specialist
Community Specialist

Hi folks,

@PatrickP_Viking, thanks for the help!

@Castromom77, thanks for reaching out. I'm sorry to hear that you're having an issue with your Nest Thermostat. There are a lot of possible reasons why your Nest Thermostat would go offline. I'd love to know more about this and I have a few questions:

  • What type of Nest Thermostat do you have?
  • How is your Nest Thermostat wired?
  • What is the power reading of your Nest Thermostat? You can find this information by going to Settings > Technical Info > Power.

Looking forward to your response.

Thanks,

Edward

aatienza
Community Specialist
Community Specialist

Hey everyone,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

I appreciate the help, Edward.

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie

Hi Edward- I will be heading to NY later this week to troubleshoot from the location. To answer some of your questions:

  • Nest learning thermostat- 3rd generation.
  • Wired with Rh wiring.
  • Not sire of the power reading since I haven't seen it in person.

The only change since I have posted this was that it came back online for one day and back offline again for the last 17 hours. If I have to spend more money flying back and forth I may just get rid of this entire system. Hopefully, the wifi extender I purchased will help with the connection issue.

EdwardT
Community Specialist
Community Specialist

Hi Castromom77,

 

I'm sorry for the late response. How's it going with your Nest Thermostat? Were you able to troubleshoot it?

 

Thanks,

Edward

Hi there,

I have went back 2x in the last two weeks to troubleshoot and the very last trip a few days ago I was provided a new NEST. Guess what? Same issue! 

After researching possible causes I learned that if there is no C wire, the nest will not hold a charge. And if it is searching for wifi then it drains the battery. I'm honestly fed up at this point. This was the worst decision. I want to junk the entire system. 

EdwardT
Community Specialist
Community Specialist

Hi Castromom77,

 

Thanks for the response. I'm sorry to hear about your experience. Nest thermostats are designed to use very little power, and in many cases they can use your system’s heating and cooling wires to get enough consistent power. But sometimes, you may need to connect a common wire (C wire) or power accessory, like the Nest Power Connector, to make your system compatible.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Castromom77,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Castromom77,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward