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Thermostat offline and Nest App doesn't go past inputting my address

Community Member


have had the Nest learning thermostat for a couple of months now and initially worked fine. Tried to adjust the heating the other day and discovered neither my firealarm nor my thermostat were connected to the app anymore. the app has lost all info of devices that were previously setup and keeps running me through the setup procedure where you type in your address and the geo fencing options.

Nest says it's connected to the correct wifi and a restart of both didnt help. uninstalling and reinstalling the app didnt help either, sometimes it says there's in issue and i should try again in a few minutes, it's been days now and no luck so far. the service website says it should be OK, but it's clearly not. 

Help please


Community Specialist
Community Specialist

Hello firenox,


I’m sorry to hear you’re having trouble with this. No worries; we'll check this out. Just to verify: Have you tried it using a different phone device? Did you check if you’re signed in to the same email address as the one that was previously connected to your account? Have you tried doing a factory reset on your Nest thermostat?


Here is a link on how to restart or reset a Nest thermostat.


I look forward to your response.