Nest Learning Thermostat WiFi / App connectivity issue

[janestevenson21]

Hi, we have 7 Nest Learning Thermostats in our house, so I am pretty familiar with what I am doing with these guys... however, one of them began going into  "Off-LIne" mode.  I have tried numerous times to reset and reinstall but this is not working.  Our internet is not the issue as all the other Nests and devices in the house are working with no issue.  The Error comes up when trying to connect to the App or connect to the Wi-Fi ... with zero luck on either front.  The error code says: Something went wrong. Your thermostat couldn't connect to Wi-Fi. Make sure that your Wi-Fi network is connected to the internet and that you entered the correct password.  TD004(0.65).  When I look that error code up it says the thermostat is going to sleep during set up mode, and to press the face every 20 seconds.  This does nothing to fix the issue either.  Help, please!!

[Markjosephp]

Hello janestevenson21,

I know it's been awhile, and I'm sorry to hear the issue occurred with one of your Nest thermostats. I'm happy to shed some light on the situation here! 

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. The 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.

Let me know if that helps.

Regards,

Mark

[janestevenson21]

This did nothing.... thank you though.  Is there a possibility the WiFi connectivity component in this unit died?  I have tried everything and all the other 6 Nest Thermostats are fully operational.  What are my options with by Nest factory warranty, please?  It is not even 1 yr old.  I cannot reach anyone via phone at Nest for help.  I need an operational thermostat going into New England winter, not to mention I cannot run my AC right now in this zone.  HELP!

[Jenelyn_O]

Hi folks,

Thanks for keeping us in the loop. I understand that it needs to be urgent. I'd like to take a closer look at it. Ensure that you have the latest version of the Nest app on your phone or tablet. 

Let's give these steps a whirl: 

1. Check your router's Multicast settings and documentation.

1. Turn on multicast on your Wi-Fi router.

2. Check the firmware version of your Wi-Fi router.

1. Check your router's firmware version. If it's not up-to-date, download the latest version and follow the installation instructions.

3. Remove and replace open source firmware.

1. If you're using third-party firmware, uninstall it and update to the latest firmware available directly from the manufacturer. 

4. Reset Nest thermostat to defaults.

1. Thermostat Quick View menu > Settings > Reset > All Settings.
    

If you're not familiar with Wi-Fi router settings, contact your internet service provider (ISP) or router manufacturer for help with these settings.

Please let me know if the issue persists after doing the troubleshooting steps above.

I appreciate the input, Mark.

Best,

Jenelyn

[janestevenson21]

Hey guys, I ended up calling Nest Pro and they verified that my thermostat with the WiFi issue was defective.  They kindly replaced it, which came in 2 days.  Very happy with the customer service and experience!  Thanks again for your thoughts and efforts here on this chat  😉

[chris8837]

Jenelyn,

Why do you guys insist it’s something to do with other hardware or software than your device?  This is an ongoing issue with your devices not staying connected to Wi-Fi?  

[Jenelyn_O]

Hi chris8837,

As Community Specialists, we'll need to isolate the issue by asking questions and providing troubleshooting steps to identify where the main issue is coming from, as the issue has possible causes such as: the Nest device might not have power. The mobile device used to pair the Nest device is connected to a Bluetooth device, or Bluetooth is disabled. There are network issues or there might be settings on your network equipment that prevent the Nest device from connecting.

For additional troubleshooting steps, follow the guide below:

1. Ensure the device is awake and in ready mode.
2. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
3. Put your mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
4. Quit and restart your Nest or Google Home app.
5. Restart your phone or tablet.
6. Move all devices being used for pairing closer to the router.
7. Restart the router.

Thanks,

Jenelyn

[janestevenson21]

Hi Chris8837 - It was a problem with the Nest hardware.  I had Nest Pro on the phone and they verified with a few tests that the WiFi capability of this thermostat had died.  I have the replacement installed and all working without a hitch now.  Thanks. 

[Jenelyn_O]

Hi there janestevenson21,

Thanks for keeping us in the loop. We're glad to hear that everything is working now. Please feel free to let us know if you still have questions or concerns, as we'll be willing to assist you. 

Cheers,

Jenelyn