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Remote sensors offline in Google Home app but connected in Nest App

ThorsReign
Community Member

Here's a weird one: I have 4 remote temperature sensors connected to my 3rd gen learning thermostat.  They're all connected in the Nest app, work great and accurate.  Very convenient since the position of the thermostat makes it read 6 degrees warmer than the rest of the house.  My problem is the Google Home app started showing them at the end of last year but sometime in late January they all went offline but only in Google Home. i had my Assistant sync my devices and they came back online in the Home app but that only lasted a week.  I can't find any threads of other people with the same issue, and I've submitted feedback to Google in the Home app.  Just throwing this out there for if anybody else has experienced this.

8 REPLIES 8

Markjosephp
Community Specialist
Community Specialist

Hello ThorsReign,

 

Thank you for taking the time to let us know about your inquiry. I'd be happy to take a look at this for you.

 

Environmental issues (too far from the router, interference, etc.) and power-related issues are some of the possible reasons why your Nest Thermostat went offline. To be sure, please check your thermostat's power level in its Technical Info settings. If it drops to 3.7V, there's a tendency that it'll disable some of its smart features, including the Wi-Fi connection, in order to save power and recharge.

 

Feel free to let us know if you have more questions in mind.

 

Regards,

Mark

ThorsReign
Community Member

The thermostat never went offline, and it's connected to a common wire so it has a stable 24V.  It's the remote sensors that are offline but only in the Google Home app.  The Nest app shows them as online.  So they're not really offline,, they just aren't feeding data to the Google Home app.

Markjosephp
Community Specialist
Community Specialist

Hi there,

 

Thanks for letting me know and I'm sorry for the confusion. Please make sure that the Google Home app is up to date. Try uninstalling and reinstalling to be sure and login with the same email credentials associated to your Nest devices.

 

Monitor their behavior and let me know how it goes.

 

Regards,

Mark

Thank you for the follow up.  Since the issue began in January my wife and I have upgraded our cell phones (February 20th) so we are using brand new phones with fresh installations and logins to both Nest and Google, and our Nest account migrated to Google so they are forced to be the same login.  If there is an issue related to the local app and not server side it may be because we are on the public preview of Google Home, otherwise it appears the issues are server side with the integration/communications between Nest and Google Home

Markjosephp
Community Specialist
Community Specialist

Hello ThorsReign,

 

I appreciate your thoughts about this, and we'll take them as feedback. You can try restarting all your Nest devices to ensure they communicate with each other. Reboot your sensors by removing their batteries for at least a minute, and your thermostat by going to its settings to refresh.

 

Please let me know if that helps or if the issue still persists.

 

Thanks,

Mark

EmersonB
Community Specialist
Community Specialist

Hey folks,

@ThorsReign, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

I appreciate the help, Mark.

Best,
Emerson

Sorry for the delay, thank you for checking up. I've tried disconnecting the battery from my remote sensors three times each now, and I've I had to re-add them to my system entirely after doing so.  They still show up fine in my Nest App but the Google Home app is convinced they are offline.  As I said before, this is either a server side issue or a problem with the public preview of the Google Home app.  Either way, this should be resolved before the Google Home app update goes into full release.

Markjosephp
Community Specialist
Community Specialist

Hi there,

 

I'm sorry you have to experience this, and I appreciate all the steps you've taken, @ThorsReign. Please let our product team know about it by sending feedback, and in the meantime, I'd suggest continuing to use the Nest app to control your sensors. Also, let me know if there’s anything else I can help you with, as this thread will be locked in 24 hours.

 

Best,

Mark