Nest app says offline

[Arflam]

My nest app (Nest E), keeps changing to offline throughout the day. The only way I get it to go back "online" is by manually doing a "RESET" on the physical thermostat (under "SETTINGS"). The thermostat is always running perfectly with full connection to wifi.  This is ok for a temporary fix but obviously not a solution as we are not always home, and needless to say it's a pain in the neck to have to keep going back to the thermostat and resetting it.... Greatly appreciate if someone has a solution to this problem. 

[Jenelyn_O]

Hi Arflam,

Thanks for reaching out and for being a step ahead of us. I'm sorry for the trouble this has caused you. Connection interference could cause your Nest Thermostat to go offline in the app such as cordless phones, Bluetooth devices, baby monitors, and other Wi-Fi devices. A few questions: were there any instances that your thermostat shows low power? How far away is your thermostat from the router?

Best,

Jenelyn

[Arflam]

Hi Jenelyn -

Thanks for your response and trying to help!

As 5yrNestUser says below, my thermostat is always a mere 20 feet from the fully visible and unobstructed router (my Comcast installer said that it could be hidden away in the closet as well for the same strength at this range...). The only way I get my app to come back from "OFFLINE" is by doing a manual settings/restart from the thermostat. There are no devices in my apartment that could cause any interference. My thermostat is only one year old. I'm wondering... should I be looking to replace this Nest E thermostat that I have? Please advise.

Thanks,

Abe

[zoeuvre]

Hi folks,

Thanks for getting back to us. Please follow these steps: 

1. Check if the Nest services are offline.
2. To verify if the network has high latency, perform a speed test.
   If the speed test result confirms that the network has high latency, restart the router.
3. If there's normal latency or the previous step doesn't resolve the high latency, search for sources of wireless interference.
4. If the thermostat is in an area where there's wireless interference, learn about wireless interference and how to troubleshoot it. Network firewall settings may be too restrictive. Make sure that your thermostat has the recommended Wi-Fi network and router settings for use with Nest products.
5. If the latency persists, let us know.

I appreciate your help, Jenelyn. 

Regards,

Zoe 

[Booboo11]

I don’t understand 

[Jenelyn_O]

Hi there Booboo11,

We'd like to help. Could you please tell us more about your concern? It will help us to move forward.

Best,

Jenelyn

[5yrNestUser]

Exact same here. And I'm only 20ft from my thermostat.  I haven't changed home or wifi, nothing. I have tried signing out of nest & closing app with no change. Can't figure out what's going on! 

[Booboo11]

Ok 

[Imeraz]

I'm having the same problem. It was fine up until a couple of months ago. Nothing in my house changed. I don't think the thermostat is actually offline because I can go to the thermostat and it says it's connected. Just the app on my phone says it's offline. Once I go and do something on the thermostat like adjust the temperature then the app sees it as online again. But after a while I'll open the app again and it'll say offline again. Any help is greatly appreciated.

[zoeuvre]

Hi Imeraz, 

Yikes1 I'm sorry to hear that your Nest Thermostat is connected to your network but is offline on the app. Kindly follow these: 

1. Verify that other devices can find the Wi-Fi network name (SSID)
   • Make sure that the network is currently active and check if other Wi-Fi devices can detect the SSID.
   • If the Wi-Fi network name is still unsearchable connect the thermostat to the network through the Type Network Name option to determine whether the router has a hidden network. This step requires the customer to know the security encryption type on the network (WEP, WPA, and/or WPA2) and the correct spelling of the network name.
   • If the issue persists, proceed to the next step.
2. Verify if the thermostat can detect other Wi-Fi networks. 
   • Ensure that the thermostat is charged to 3.8 V or more. Verify this in the thermostat Settings > Technical Info > Power.
   • Check if the thermostat can find other Wi-Fi networks.
   • If the thermostat can find other networks, restart the Wi-Fi access point, router, modem, and network extenders.
   • If the thermostat can't find other networks or you restarted the router but the issue persists, proceed to the next step.
3. Connect the thermostat to a Wi-Fi hotspot.
4. Check if you use a compatible network.
   • Enterprise encryption (also known as 802.1x and needs a username and password input)
   • Captive portal network (needs input through a web browser such as terms and conditions agreement)
   • Wi-Fi Protected Setup (WPS)
   • If the router doesn't have the settings in the previously mentioned bullet points, but the issue persists, move to the next step.
5. Rule out wireless interference.
   • Wireless interference causes difficulty for devices to connect to a Wi-Fi network, unexpected interruption, and slow Wi-Fi connection. Devices or appliances that emit signals (such as baby monitors, microwaves, cordless phones, etc.) can cause wireless interference. Thick walls or objects that block the connection between 2 devices can also cause interference.

Keep us posted. We're happy to help.

Best,

Zoe