Nest thermostat keeps going offline even though it's connected

[Feedback]

In the past couple of days the thermostat keeps saying offline even though it's connected to wifi and I can ping it.  It will come online and then go offline randomly.  Happens on my iPhone and web.  I don't see any server status issues but it's been consistent for the past couple of days.

I tried uninstalling and reinstalling the app, logging in and out, resetting the thermostat, but nothing has kept it working.

Anyone know what is going on?

[Mocha4418]

I'd consider checking the technical information menu, inside settings, way to the right. I've read many people with issues recently from the unusually high heat causing the battery to not be adequately recharged. This appears to be a lack of a C-wire issue. Anyway, look at your technical info and see how the voltages compare to the norms.

[Feedback]

I checked that too.  Battery is all charged up and I have a c-wire.  I've also had this installed for 2 years without any issues.  This seems to be a server side issue from what I can tell.  The thermostat works fine and the app/web browser work off and on.

[Feedback]

Anyone else have any ideas?  This is still happening.  Thought it might be a temporary server issue but it's been going for days now.

[zoeuvre]

Hi folks,

@Feedback, thanks for reaching out to us, and I'm sorry to hear about the situation. Please answer the following:  

1. What type of Nest Thermostat do you have?
2. What Nest products do you also have?
3. How many Nest devices are offline?
4. Has the device ever been connected to their Wi-Fi network before?
5. Does it show offline in the Nest or Google Home app or be indicated on the Nest device?
6. Are other non-Nest devices in the home offline?
7. Can the device find or detect other networks?
8. Has there been any recent change in the home Wi-Fi network?
9. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three and fifty feet from the Nest devices?
10. Could you help me with the complete power readings of your Nest Thermostat? Go to Settings > Technical Info > Power if you have the Nest Learning Thermostat and the Nest Thermostat E, then to Settings > Equipment > Power Info if you have the Nest Thermostat 2020.

I'll look forward to your response. 

I appreciate your help, @Mocha4418. 

Best,

Zoe

[Feedback]

1. nest learning thermostat
2. nest hello doorbell
3. just the thermostat
4. this has been connected and working for years to the same wifi without any changes.  it suddenly just stopped working.
5. shows offline in the nest app.  
6. just the thermostat
7. network is connected.  checked the device and my router and i can see it connected.  i can also ping the device.
8. no changes to the wifi network
9. router is close-by with a strong signal
10. 3.9v for the power reading

[zoeuvre]

Hi Feedback, 

Thanks for the follow-up information. Please follow the steps below: 

Step 1: Check for possible Nest or Google Home app issues.

Step 3: Go back to the access point.

• Make sure to check the following: 
  • Band selection - Switch to 2.4 GHz if 5 GHz doesn't provide good performance.
  • Channel selection - Switch channels manually or select Auto. Avoid 5 GHz Dynamic Frequency Selection (DFS) channels.
  • Bandwidth selection - Test and reduce channel bandwidth to 40 MHz.

Step 4: Check if the device is connected to an extender or secondary access point. Try to remove materials on top of, between, or around the access point that may interfere with the signal.

Step 5: Try to temporarily connect the device to a mobile hotspot.

Step 6: Power cycle the Nest device. Detach display from base and restart in hand.

Step 7: Check if the device can easily be moved. Verify that the device is within 10 feet (three meters) from the Wi-Fi access point for better connection.

Step 8: Factory reset the Nest device.

Let me know if that works. 

Regards,

Zoe

[zoeuvre]

Hi there, 

I want to check and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.
 

Thanks,

Zoe

[zoeuvre]

Hello there Feedback, 

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 
 

All the best,

Zoe