Nest Thermostat Showing Offline in App

[PAAEMA]

Have had three Nest thermostats in our house for >2 years without incident.  One of the devices is showing “offline” in the App, but the device itself reports as being online.  Have gone thru a full factory reset, and the issue resolved … for a few days.  Now we’re back to that one device being inaccessible via the Nest App.

I know there was a similar thread previously, which is how I landed on the full factory reset.  But, the issue has recurred.  How do I get that one Nest Thermostat back ‘online’ via the App?

[BN231]

Have had same issue for almost a year and still haven’t got any help or replies. 

[PAAEMA]

Sad

[Patrick_Caezza]

Which Nest thermostat do you have?

Does it have a C wire connected?

Do you see the SSID for your wifi on the thermostat?

[PAAEMA]

Hi, Patrick. Thanks for engaging to help.

how do i determine the model?  I cannot find a way to depict that.  “Backplate-5.4” is the closest i can find. “Nest Weave” is also indicated.

according to the ‘equipment’ dial … i have only W1 and Rh. No C.

i do not see an ssid indication.  The thermostat detects several networks and is connect to the correct one. 

According to the thermostat, it is “connected to an account” but … alas, not viewable via the app

thanks,

Peter

[PAAEMA]

Any ideas here, Patrick?

[Ryan_G]

Hi PAAEMA,

Thanks for reaching out and for providing the details of what's happening.

I'd like to jump in here and check a couple of things for us to further isolate the issue. When you go to settings > Wi-Fi, do you see the SSID where your thermostat is connected to? You can do a reset for the network and try to detect the same SSID where your other thermostat is connected.

Also, try to charge the Nest thermostat using a USB charger for an hour and test if it is going to detect your Wi-Fi network.

Let me know how it goes by replying to this thread.

Best regards,

Ryan

[aatienza]

Hey PAAEMA,

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

Thanks,

Archie

[aatienza]

Hey PAAEMA,

I'd like to bump in here 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 thread in 24 hours.

Thanks,
Archie