Thermostat Display-3.6 : WiFi stopped working and Unit shutdown

[dogatonic]

I purchased 2 Nest Thermostats (a Display-3.4 and Display-3.6) four years ago, and they have both been working fine until recently. The 3.6 Unit (upstairs) suddenly lost WiFi connection one day, and it simply cannot find any Networks at all. I swapped this unit's location with the 3.4 Unit (downstairs), which is located 3 feet from the WiFi AP and it still cannot find any Networks at all. I moved the the 3.4 Unit to the upstairs location and it finds all the same WiFI Networks that it sees when it is in the downstairs location - so I know all the Networks that should be seen from both location. Unfortunately, the 3.6 Unit simply cannot find anything.

To make things worse, now the 3.6 Unit has started to randomly shutdown. A couple of times a day, I find it completely unresponsive. It's hard to catch, but it sometimes will showing a message before it goes completely OFF. To restart it, I detach / reattach it to the base, and then it functions normally as a thermostat, but still does not connect to any Networks.

What can I do to fix this thing?

[catheryn]

Hello @dogatonic, 

I apologize for the inconvenience caused by your Nest thermostat's connecting to the network, and also thanks for trying some troubleshooting steps.

To provide the best assistance, please share the following information:

• Is the offline status shown in the Nest or Google Home app, or is it indicated on the Nest device itself?
• Are other non-Nest devices in your home offline?
• Can the Nest Thermostat find or detect other networks?
• Have there been any recent changes to your home's Wi-Fi network?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?

Once I have this information, I can provide tailored troubleshooting steps to resolve the issue.

Thanks, 

Catheryn.

[dogatonic]

Here is some additional information:

Is the offline status shown in the Nest or Google Home app, or is it indicated on the Nest device itself?

I use the Nest App - it indicates my Upstairs unit is "OFFLINE". On the Nest device itself, the main menu shows "Settings Internet Disconnected" and after selecting Settings, the Network bubble shows "NETWORK Not connected." Then after selecting Network, the screen shows "Searching. No networks found yet." and just keeps searching.

Are other non-Nest devices in your home offline?
No, they are online. My other Nest Thermostat works just fine. It shows all the WiFi networks near me.

Can the Nest Thermostat find or detect other networks?
No. The malfunctioning Nest thermostat does not find other networks.

Have there been any recent changes to your home's Wi-Fi network?
No. There have been no changes.

Are you trying to connect to the 2.4 GHz or the 5 GHz network?
5 GHz network

[catheryn]

Hi @dogatonic,

Thanks for providing that information. Based on it, let's try some steps to isolate this case.

• Try to connect your device using a WiFi hotspot.
• Check the recommended WiFi settings.
• Check if you are using a compatible network:
  • Enterprise encryption (also known as 802.1x) 
  • Wi-Fi Protected Setup (WPS)
• Rule out wireless interference:
  • Fish tanks 
  • Hot water cylinders 
  • Baby monitors 
  • Bluetooth devices 
  • Cordless phones

I hope this helps! Let me know how it goes so I can keep assisting you. 

Thanks, 

Catheryn. 

[chaconmorales]

Hi dogatonic,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Regards,

Mario

[dogatonic]

Hello,

I have checked these many things. My thermostat continues to display the "Network: Not connected" screen. Or it will say "Your WiFi network could not be found". When I start a WiFi hotspot using my phone, my thermostat does not see it. My thermostat does not see any other network either, it just searches continuously.

By contrast, my downstairs thermostat (which is working properly) can see 12 or more WiFi networks, including the hotspot on my phone.

[catheryn]

Hi Dogatonic,

Thanks for following those steps. I apologize that the issue persists. To assist you further, we'll need some additional information.
Please fill out this secure form with all the necessary details, including your Community Thread and Community Username.
Here is the form
Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards, 
Catheryn. 

[dogatonic]

I have filled out the form and submitted it.