Nests show up on one phone but not another

[Wackadoodles]

We had three Nest thermostats installed for our oil furnace. My wife's phone was set as the primary phone, with the Nest app and Google Home set up. The thermostats show up fine on her phone. She invited me to join the Google Home, which I installed. I can see all three thermostats, but they all show as offline on my phone, while they are online on her phone. Do I need the Nest app too? Or am I missing something else?

[Jhonleanmel]

Hi Wackadoodles,

Thanks for posting ― lets' get this sorted out.

A few questions: what Nest Thermostat do you have? Check this link for more details about what device you have. Has it shown online before on your phone? Also, what other troubleshooting steps have you done so far?

Give these steps a try:

1. Reinstall the Google Home app on your phone.
2. Restart your routers.
3. Restart your Nest Thermostats.

Keep us posted.

Best,

Mel

[Wackadoodles]

We have Nest Thermostat E's. They have not ever shown up on my phone, but they do show up on my wife's phone.

I have tried reinstalling the Google Home app- no luck. All my thermostats are listed, but all show Error or Offline. I also get a No Location Access warning even though Location Access is turned on in my phone Settings. Restarting router and thermostats did not change anything.

Do I need the Nest app as well?

[EmersonB]

Hi folks,

@Wackadoodles thanks for getting back to us and sharing what you've done, it's a big help. We have other steps that you can still do to isolate this issue.

Try these steps:

• Install the Nest app and check if your Nest Thermostat shows online.
• Try signing in your account to your wife's phone and check if the issue persists.
• Have your wife remove you as a family member and re-add you again.

Looking forward to your response.

I appreciate the help, Mel.

Best,
Emerson

[Markjosephp]

Hi there,

Thanks for assisting, Emerson.

@Wackadoodles, I'm checking back in. Were you able to do the additional steps shared by Emerson? I'd be glad to hear from you, and we'd like to make sure everything is working.

Regards,

Mark

[Jhonleanmel]

Hi everyone,

Just one quick 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.

Thanks,
Mel