Nest Thermostat Offline - Please Help!!

[RFitz]

I am having this exact same issue it appears many of you are also having.  My Nest Thermostat is usable through the physical thermostat, but if I try to use it through the Google Home & Nest app it just shows "offline."  Up until a few months ago it worked great for 2+ years - no issues whatsoever!  I have talked with Nest Customer Support numerous times - have removed the thermostat from the app, performed a factory reset, and reinstalled it dozens of times....Nest even sent me a new device.  I am sadly still having the issue.  I think this has to be something with their software at this point, but does anyone have any ideas???

[Markjosephp]

Hello RFitz,

I'm sorry to hear that you're having issues with your Nest Thermostat going offline even when you replace it. But I appreciate you taking steps ahead, and I'd be happy to shed some light on your situation here.

Router settings issues, environmental issues (too far from the router, interference, etc.), or power-related issues are the main reasons why the thermostat is showing connected but offline in the app. Let's sort this out:

• Check the battery level of your thermostat in the Technical Info settings. If it's under 3.7V, that's an indication that there's a power issue. Charge it for an hour using a USB charger before reattempting to reconnect to the Wi-Fi network.
• Gather the power readings. Voc, Vin, and Lin
• Perform a hard restart. Press and hold the screen for 10 seconds until it shuts down to refresh and check the connection.
• Ensure that the Nest app or the Google Home app are up-to-date.
• Make and model of the phone used for the setup.
• Try to temporarily connect the thermostat to a mobile hotspot.
• Share with us your previous support ID number.

Keep me posted.

Regards,
Mark

[RFitz]

Thanks for the help Mark!  Here is info in response to your bullet points:

• Battery level was 3.712 V this afternoon.  The thermostat's menu said that the battery was too low to connect to the Nest App but was still connected to Wifi.   I went ahead and removed it and charged it for 2.5 hours to see how it would change.  It is now 3.859 V and the thermostat's menu is now showing it connected to the Nest App and still connected to Wifi. Sadly it is still showing "offline" when I open up the Google Home App.
• Here are the power readings before charging//after charging:
  • Voc - 37.46 V // 37.68 V
  • Vin - 36.82 V //7.93 V
  • Lin - 20 mA// 20 mA
• Performed a hard reset, no immediate change.  About 30 minutes later it randomly reconnected (not sure if it was because of the reset/charging or if it was one of the times it has been randomly reconnecting).  
• Nest and Google Home app are up to date. 
• Apple IPhone 14 Pro Max and Apple IPhone 13 Pro.
• Have not attempted the mobile hotspot troubleshooting yet since it oddly reconnected 30 minutes after charging and performing the hard reset. I will try this next time it disconnects. 
• Here was the most recent one that resulted in a new Thermostat Display that sadly is having the same issues - 1-4352000035356.

Thanks for attempting to help!

[RenzJ]

Hi everyone, 

@RFitz, we check the case you shared and it’s unusual to have the same exact issue with a replacement unit. There are a couple of things that might affect the connectivity of the Nest Thermostat to your app, like parental controls or security settings on the router configuring the thermostat not to connect to the Wi-Fi network. In this case, I am referring you to reach out to your Internet Service Provider (ISP) or router manufacturer’s website for information on how to adjust parental controls and security settings because it varies between different routers, and some ISPs have special controls for these settings. Here are the most important recommended Wi-Fi network and router settings for use with Nest products. For more details, refer to the sections below.

• 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.
• Enable IPv6 if you have Nest Protect.
• On your Wi-Fi router, turn on multicast if you're adding additional Nest devices.

If you've confirmed these settings and are still having issues, let us know so we can check other troubleshooting steps.

Thanks for the help here, Mark.

Cheers,

Renz