Thermostat keeps going offline on the app

[gsilva56]

I have four Nest thermostats, but one of them, which just happens to be the oldest one, keeps going offline on the app, this just started to happen about a week ago. It comes back online after I restart it, but it goes back offline a few hours later. I check the network settings and everything looks fine as far as connectivity, but I can’t get to it from the app. I have also checked the power numbers under setting and it shows they are writhing acceptable numbers, so I know what to do next. 

Any suggestions on what to do next as far as troubleshooting?

Thanks

[aatienza]

Hey gsilva56,

Thanks for reaching out. Let's see what's going on. I'd love to know more about this and I have a few questions:

• What type of Nest Thermostat do you have?
• How is your Nest Thermostat wired?
• What is the power reading of your Nest Thermostat? You can find this information by going to Settings > Technical Info > Power.

Looking forward to your response.

Thanks,

Archie

[gsilva56]

The thermostat is one of the original learning thermostats when it was still Nest and I’ve had it for many years.  Since then I have added three more thermostats to the house and they are all online all of the time.  

Wiring is W1 and Rh

Power reading is as follow:

• Battery 3.831 V
• Voc 38.31 V
• Vin 7.83V
• Lin 20 mA

[Jake]

Hey there,

I wanted to follow up and see if I could be of any help. I found an article with some troubleshooting steps for when the device is showing offline. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[gsilva56]

Hi Jake,

Just looked at the article and that’s the same one I found when I started troubleshooting. I can get it to go online if I restart it, but it goes offline after a while. I’ve also upgrade the firmware on my router, which require a reboot, but that did not help either.  Since that’s by oldest thermostat, I’m started to think that maybe it needs to be replaced. 

[Pastormoscato19]

Still offline

[gsilva56]

Yes , but sometimes it comes online for a few hours

[Pastormoscato19]

Replaced batteries

[gsilva56]

The thermostat does not have batteries, it gets it’s power from the heating wires

[Jenelyn_O]

Hello folks,

@gsilva56, I saw your post and wanted to chime in. I'm sorry for the delay.

If the Nest Thermostat doesn't have enough power, there is a persistent problem with the app or router, and interference is one of the possible reasons why it went offline. You can also consider having a C wire or Nest Power Connector as they will give additional power to support your thermostat.

You can check this guide: 

• On your thermostat, open the Quick view menu then Settings
• Look for Technical Info
• Choose Nest Weave. Then, check the status.

If the status says “Connected - Remove control unavailable,” there may be an issue with the Nest service.

If the status says “Not connected,” there may be an issue with the router or network.

Thanks for your help @Jake, @aatienza, and @Pastormoscato19

Best,

Jenelyn

[Jenelyn_O]

Hi gsilva56,

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

Regards,

Jenelyn

[gsilva56]

Hi,

The thermostat still goes offline on a regular basis but then pit comes back on it’s own and sometimes I have to do a restart. I’ve checked the power and it is within the limits specified and it always says it is connected. I’ve even done several re-configurations of the network and it always connects fine. The only thing I have not tried, is to specifically connect it to my 2g network. My router can handle both 2g and 5g devices automatically, but I also have an option of manually connecting a device to either the 2g or 5g network.  I don’t think it will make a difference, but I have not tried that yet, since it’s behaving a little better lately, it does not go offline as often as a few weeks ago. 

[Jenelyn_O]

Hi gsilva56,

Thanks for the update and I'm sorry for the delay. 

Connection interference could cause your thermostat to go offline in the app such as Cordless phones, Bluetooth devices, and baby monitors and other Wi-Fi devices.

How far away is your thermostat from the router? Also, try to use different mobile device and install the nest app and see if it would show offline.

Best,

Jenelyn

[gsilva56]

Hi,

The thermostat is not far from the router. This particular thermostat is on the first floor of the house and the router is in the basement just below the thermostat. I have two more thermostats upstairs on the second floor, which are farther away from the router and those have never gone offline. In the same room as this thermostat, I have two Philips Hue lights, one on the opposite wall and another on a table that is about 4 feet from the thermostat. I also have an Alexa Echo Dot which is on the TV stand in the opposite side of the room.

When it is offline, it shows as offline in any of my devices, an iPhone, iPad and even on my MackBook Pro, so it's not a device issue for sure.

As I said, it is a little better now since it does not go offline as opten, but it still does once in a while.

I could test the interference with other devices by swapping this thermostat with one of the other thermostats, to see if the issue follows the thermostat or location. Maybe I'll go through that trouble if it gets worse.

Thanks

[Jenelyn_O]

Hi there,

Sounds like a plan! I appreciate your effort @gsilva56. Please continue monitoring your thermostats behavior. If anything comes up, please let me know.

Best,

Jenelyn

[Jenelyn_O]

Hi gsilva56,

Checking in — please let me know if you're still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Jenelyn

[Jenelyn_O]

Hi gsilva56,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Best,

Jenelyn

[Pastormoscato19]

E Nest

[gsilva56]

Hi Jake,

yes, I’m still having the problem, but I’ll take a look at the article to see if it has something I haven’t tried yet and let you know what happens.

Thanks