Nest Offline

[Susan57]

I have two Nest thermostats that are both suddenly offline. When I manually check them they are online. They will not connect to my app. I have tried all troubleshooting and am at a loss. I even removed one and now it won’t let me add it back on. Need help!

[RenzJ]

Hi Susan57,

Thanks for posting here in the Google Nest Community forum. We're sorry for any trouble this may have caused you. Let’s look deeper into this. Please answer the following: 

1. Are you from North America or Europe?
2. Which Nest thermostat do you have?
3. Are you getting any kind of error message when you try to connect the device into your account? 

Keep us posted. 

Best,

Renz

[Susan57]

I am in North America and have the Google Nest Learning thermostats.  On my phone app it says the thermostat is offline, but when I look on the actual thermostat it shows it is online.  Any suggestions?

[RenzJ]

Hello Susan57,

Thanks for the update. This doesn't happen normally, but let’s remove the Nest Thermostat from your app and pair it again. Let me know if you encounter any problems or error messages during this process. Follow the steps below: 

1. Sign in to the Nest app.
2. If you have another home, on the app home screen, tap Menu . Then select the home that has the product you'd like to remove.
3. On the app home screen, tap Settings .
4. Tap the product you'd like to remove.
5. Scroll down and select Remove [product name].
6. You'll then be asked to confirm your choice.
7. On your Nest Learning Thermostat display, go to Settings Reset
8. Then select All Settings. 

Once the device is removed from your Nest app and resets to factory default, add it back to your Nest app. 

Let us know how it goes. 

Regards,

Renz

[Susan57]

Well I tried to do what you told me to do.  Thermostat was removed but after all of the steps to add it back on the message on thermostat says "thermostat could not be added to this account-check the app for more for more info"

Now BOTH thermostats are not connected to the app and do not show up on my phone.

Suggestions please?

[RenzJ]

Hey Susan57,

We apologize for the inconvenience. In addition to the steps you’ve taken so far, make sure everything is updated. Follow the steps below:

If you’re using an iPhone, check for and install software updates.

1. Go to Settings > General > Software Update.
2. The screen shows the currently installed version of iOS and whether an update is available.

If you are using an Android device,

1. Open your device's Settings > System > System Update.
2. You'll find your update status. Follow any steps on the screen.

To update the Nest Learning Thermostat

1. From the Quick View menu on your thermostat, select the Settings & Nest Settings icon.
2. Choose Software Update.

For the Nest app itself, make sure to uninstall it, reinstall the application, and try to pair the device again. 

Let us know how it goes. 

Best,

Renz