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Nest Thermostat showing connected to my network, App shows offline

CatNBob
Community Member

I had this issue a year ago, and spent days and hours troubleshooting. I posted to the forums here, and found no help - none of the experts even responding to my thread until 3 days AFTER I followed up and noted that it all started working somehow... I had the same issue today, and found lots of other posts here with the same problem and wanted to post my "fix" in case it helps someone else. 

The problem? My Gen 2 Nest Thermostat showed "connected" to my network, but the app on my Android/Pixel said the Nest was "offline". I'm pretty certain this happened after a power surge or power loss in the middle of the night. 

 

The troubleshooting? I disconnected the Nest Thermostat from the network (through settings) and reconnected it. Same issue (showed connected on the thermostat, offline on the app). 

I removed the Nest Thermostat through the app, then couldn't get it reconnected because the thermostat couldn't provide a connect "KEY" (necessary when you have an older gen thermostat without a QR code on the back. 

I reset all the settings on the thermostat, and still had no luck. 

Then, I set up my phone's hotspot and attempted to connect my thermostat to that network. It connected. So this result, and not being able to get a new Key, made me think that even tho the thermostat said it was connected to my home network, it must NOT have actually been connected , so I started checking the settings on my router. 

I have a Verizon Home network which provides both a 2.4G and a 5G network; I turned OFF the 5G. I also shut off the "guest" network. Lastly, I turned ON (enabled) my IPv6 Support. All these changes were made based on things I'd read in this community and elsewhere.... 

Doing these three things allowed me to connect the Nest Thermostat to my home network AND it started showing connected in the app (after going thru all the new setup procedures since I'd previously removed it). I then went back to my router and re-enabled my 5G network and the guest network. I left the IPv6 enabled. 

 

All seems to be working fine now... I hope this helps someone else. 

6 REPLIES 6

CatNBob
Community Member

If you're interested in my original post, it's here: https://www.googlenestcommunity.com/t5/Nest-Thermostats/2ndGen-Nest-amp-Verizon-Home-Internet/td-p/1...

 

I have no idea if my Verizon Home network is part of the issue, but seeing all the similar posts here make me think it doesn't. 

CatNBob
Community Member

I just read Google's article about Matter being rolled out to the Google Nest this past week. My guess is the IPv6 setting has becomes more important which Google's troubleshooting notes it's for Google Protect. 

 

"Change settings

After you've followed the previous steps in “Important things to do before you change settings,” you can start to check and change your router's settings. Connectivity settings issues are often fixed by doing one or more of the following:

 

Turn on your router's Power Save Mode (PSM), if you have a Nest thermostat.

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.

For Nest Protect, turn on IPv6 or multicast.

However, we recommend you review the basic Wi-Fi router settings below before changing any advanced Wi-Fi settings."

EdwardT
Community Specialist
Community Specialist

Hi CatNBob,

 

Thanks for sharing the steps that you've done to get your Nest Thermostat connected again. We appreciate the help. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hey CatNBob,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

CatNBob
Community Member

I appreciate you reaching out, but there's really nothing else at this point. 

EdwardT
Community Specialist
Community Specialist

Hi CatNBob,

 

Thanks for the response. Since we have not received any more replies for quite some time, I will be locking this thread in 24 hours. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

 

Thanks,

Edward