Nest Learning Thermostat goes offline, but works fine.

[Fgs]

Over the past couple of months, there are intermittent problems with Nest being offline. It seems to happen during the night mostly as opening the app in the morning to set temperature, app shows thermostat offline. Yet, when walking to the thermostat all seems to be fine and temp etc is set correctly. When checking the thermostat all seems fine. Wifi is there and strong, battery is fully charge (3.91). I can't see anything wrong. After that...app then shows online again. Just going by the thermostat...doesn't seem to do anything, but touching and checking the device makes the app show online again. 

When not at the location and app is offline, it usually comes back after a couple of hours...no rhyme or reason.  I did all the checks listed on other posts with no results or change. Usually happens once every few weeks, but over the past 3 days it's every morning. 

Thanks for your help

[AxelD]

Hi Fgs,

Thanks for posting and sorry for this situation with your thermostat getting disconnected from your WiFi. No worries, help's here!  Based on your information, it seems like your network settings are likely okay. Let's troubleshoot the potential causes:

1. Check for wireless interference: Try temporarily turning off any wireless devices that can cause wireless interference. Common devices include: Cordless phones, Baby monitors, Microwaves, Bluetooth devices, Wireless Video equipment.
2.  Check your Wi-Fi router settings: It’s very rare for router settings to be the cause of this problem, but here are the only settings you need to check. Refer to your router’s manual for instructions on how to do the following: 

• Turn on your router’s 2.4GHz Wi-Fi signal. 
• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on your router’s Power Save Mode (PSM), if you have a Nest thermostat.

Let me know how that works. 

Regards,

Axel. 

[Fgs]

Thanks Alex... it's not that the thermostat looses wifi, it's that the device looses connection with the app and any online service like Alexa etc. The device works fine and heat turns on as it's supposed to. Also, my router sees the device online with the correct IP address etc. 

I did all the steps you suggested beforehand and all was set correctly. Talking to a support person, it was suggested to remove the device from the account and then adding it again. I did that and set it up again. That might have done the trick as the thermostat was accessible via NEST app and manageable as before. We'll see. 

Of course, it lost connection with the online services like Alexa and had to be set up again...but so far so good. 

If that was it, it seemed that the backend service was somehow messed up.  

[AxelD]

Hi Fgs,

That sounds great! If you have another question or the issue persists, let me know. I'm happy to help you.

Regards,

Axel. 

[Fgs]

well, after a week of...working as it should...it started again...app shows it offline on a random basis...usually in the morning. Thermostat works fine (it seems), but both the nest app and the google home app show it offline. Amazon Alexa also tells me it's offline. Router sees it, ip address is fine... network is connected, battery level fine.... seems to be a backend issue ? 

[AxelD]

Hi Fgs,

Thanks for replying and sorry to hear about the issue persisted. Please fill out this form and an agent will contact you as soon as possible for further troubleshooting.

Regards,

Axel. 

[Fgs]

after constant showing offline and not being able to manage remotely, I talked to another agent again....went through all the steps we had done and the only other solution he had was to replace the thermostat. Unfortunately, the warranty had run out in 2018 :-), so there was little he was able to do. I went ahead and purchased a replacement, installed it and... so far so good. No offline after 3o hours so far. I'll keep up to date. 

Best

F

[AxelD]

Hi Fgs,

Sorry to hear you had to purchase a new one because it was out of warranty. Let's see how the new one works!

Keep me posted.

Regards,

Axel. 

[Fgs]

Well, after buying a new thermostat (as suggested by Google tech support), it worked fine for the last 2 weeks. I thought, ok, this was it... but today, it happened again. Nest app tells me thermostat is offline, yet, my router shows it as connected. Never had an issue for 9 years, then all of a sudden.... old thermostat and yet new one. 

I'm at a loss.... 

[AxelD]

Hi Fgs,

Thanks for replying! Sorry to hear that the situation persisted even when you purchased a new Nest Thermostat. I'd like to ask a few questions:

• Do you see an error code on the screen?
• Have you contacted your Internet Service Provider?
• Did you try the troubleshooting steps recommended in the previous replies above?

Keep me posted.

Regards,

Axel. 

[Fgs]

no error code on the screen. After two weeks with new thermostat, it just went offline, but came back during the night.  Online now (for now )

Have not contacted ISP as ISP sees the thermostat and I see that it is connected to the router etc...Why do you think it might be an isp issue? 

Tried all the troubleshooting with the previous thermostat to no avail...thermostat showed offline in App at random intervals. 

Could it be something at the backend ? 

[AxelD]

Hi Fgs,

Thanks for replying! My recommendation would be to check your router's settings, because this thermostat is a brand new one, this shouldn't occur. I don't this is a hardware issue because you're not getting any error code.  Please also check if your phone is connected to the same network as the thermostats. 

Keep me posted.

Regards,

Axel. 

[Fgs]

will do... however, the main benefit of the app (for me) is that I can manage the thermostat when I'm away (turn heat or ACC up or down, etc). Requiring the phone to be on the same network would be a moot point imho

What router setting should I look for specifically.  Router is the same for the past 3 years with regular updates. Issue started to happen late last year with more frequent times 2 months back... got new Thermostat and it's happening again. Will monitor and let you know

[Fgs]

So this morning it happened again...Thermostat offline on the app and non responsive with voice control. But visible on the router and wifi seemed to be fine. I went to the thermostat and checked the settings...showed connected to Nest app (but wasn't ?), then I went through the equipment and other settings one by one to check if something was off...all looked as it should be...battery, software update, etc. As soon as I was done with it, Thermostat was online and visible, detectable via voice control. Don't think it's the wifi... what else is going on. 

[Fgs]

and more to this above... this afternoon, again, offline... walked to the thermostat and just push it to get to menu.... didn't do anything else...and 5 seconds later it was back online... Before...Amazon (voice control via Alexa) tells me "server is not available". So all this leads me to believe it's a nest(server) issue.  

[AxelD]

Hi Fgs,

Thanks for replying! I'm truly sorry to hear it keeps doing the same. Let's try connecting your thermostat to a Mobile Hotspot for 48 hours and see how it works. If the issue persists, please fill out this form and an agent will contact you as soon as possible to check the battery readouts.

Regards,

Axel. 

[KW16]

Same thing is happening to me as well. Just recently it has started. I think Nest has an issue and is not telling their customers. 

[AxelD]

Hi @KW16,

Thanks for posting and sorry to hear you're experiencing the same situation of your Nest Thermostat going offline unexpectedly. No worries, help is here! I'd like to ask you a few questions:

1. What Nest Thermostat model do you have?
2. Does the thermostat display show any error codes or messages?
3. Can your other devices find your Wi-Fi network name (SSID)?
4. Are you trying to connect to the 2.4 GHz or the 5 GHz network?
5. Have you tried some of the troubleshooting recommended above?

Keep me posted.

Regards,

Axel. 

[Fgs]

ok, update on my issues... I tried to isolate everything that could maybe impact the thermostat. Even though nothing had changed in the house, same equipment, etc...I tried to see. Even turned off some other wifi devices close by.... Thermostat worked fine for a week (meaning it was showing online in app and could be managed). Then this morning, it was offline again. The thermostat worked as it turned on the heat...but it was offline in the Nest App. Wifi was strong...and router was seeing it (Nest was even connected to router, not to a mesh pod). Walking by the thermostat did not make a diff...it showed temp, but nothing else changed. Then I touched it and turned up the heat...nothing more...just turning the thermostat...and 5 seconds later it was online and app was working as it should. 

As KW16 says... Nest has an issue without telling. 

Axel, to answer your questions:  

Nest Learning Thermostat..

All other devices connect fine and see SSID (which hasn't changed for a long time). 

No error code on device

All troubleshooting done many times...

2.4 Ghz network

[Nick81]

Same issue here. Trying to turn the temp down remotely and it is saying offline. I can guarantee as soon as someone walks in front it or touches it it will come back online. It's almost as if the thermostat goes into a sleep mode and loses communication with nest servers until it is awakened. 

[Fgs]

after trying everything from resetting device to getting a new Learning Thermostat as suggest by Google support (yes, 189 bucks later), turning off other equipment, resetting router, trying out new router, the only thing left is the google back server. Had a Nest account and when time came, had to move it to a google account. That's the only guess I have left. 

Google tech support so far no help, only following scripts. Thermostat works fine, but looses connection to google on random basis, usually during the night. It's on wifi and works when used manually or someone is at home...but that defeats the purpose of remote control.  Come on Google...

[Ms121]

Has Nest come up with a resolution to this yet?  There are numerous users experiencing this same problem.  What is going on?