Nest Thermostat offline

[hjmckee]

I just bought a nest thermostat and was told that it could not connect to the app because of the server issue yesterday. Is there a timeline for it being resolved?

[moralesvicente]

Hello hjmckee,

Thank you so much for posting in this community. I’m sorry to hear the Nest Thermostat that you just bought is not connecting to the app. Don’t worry: It's a pleasure to help you. 

To provide you with accurate troubleshooting steps, I would appreciate your assistance in answering the following questions:

• What model of thermostat do you have? To determine the model, refer to this article: How to tell which Nest thermostat you have. 

• Do you see an error code or notification on the app? 

If you have any more information that could be helpful, please let me know.

Regards, 

Daniel

[hjmckee]

It’s a 3rd gen, and no there was no error. It simply never “picked up” that there was a device nearby

[moralesvicente]

Hi hjmckee,

Thank you for keeping me updated. Let's work on getting this fixed by performing the following steps:

• Make sure that the thermostat is at least 12 feet from the Wi-Fi router.

• Ensure to connect the thermostat to a 2.4 GHz WiFi network. 

• If you're unable to connect the thermostat with your Wi-Fi network, try to use a mobile hotspot to connect with the Nest app. 

• If your thermostat is already connected to your wifi, delete this connection and try to add it again. Go to Settings, then Reset, and select Network. If there's no option for Network, select Account connection instead. After that, scan the QR code on the Nest app to pair the device. 

Let me know how it goes. 

Best regards, 

Daniel