Thermostat offline

[kiphorn]

My thermostat is showing offline on the app. The thermostat indicates that it is connected to the Wi-Fi signal and connected to the Nest app. The thermostat shows offline on the website too. I've gone through the interactive troubleshooter with no success. The thermostat was reset and the router was reset. I deleted the app and reinstalled it. I can control another thermostat at a vacation property. Can't check ping but Weave is not connected. I do not have the option of resetting the network on the Nest. Wi-Fi signal strength is 78. The battery is showing right around 3.8V. The Voc and Vin are where they should be. The lin is 20 mA whether its running or not. My connections are Y1, W1, G, Rc and Rh. Thermostat worked flawlessly until a few days ago. Any suggestions for getting this to show back on line in the app?

[MelbaDT]

Hey kiphorn, 

Thanks for the detailed description of your concern and sorry for the delay. 

A few questions — what specific Nest thermostat is this? How did you reset it? Also, do you have physical access to the actual Nest thermostat in question? Please tell me more so I can check on it further. 

Best, 

Melba

[kiphorn]

I have the Nest 3 learning. 

I do have access to it. 

To restart, I pushed on the dial >settings>reset>restart. 

I have not reset all of the settings since it appears to be working fine except for the connection to the app. The app says off line but the thermostat is connected and appears to be following the schedule. 

Thank you.

[MelbaDT]

Hi kiphorn, 

Thanks for the prompt response. If you press your thermostat's display ring to open the Quick View menu, choose Settings then Network, does it show connected or disconnected? If it shows disconnected, please follow the troubleshooting guide here: https://bit.ly/2LLr1J0

Keep me posted. 

Best, 

Melba

[kiphorn]

The thermostat shows that it is connected to the wifi signal. It also says it’s connected to the app.

[steveomner]

I've had the same issue for month. Nest 3 learning thermostats say online, everything is okay, nest app and nest website say thermostats offline. Router agrees with thermostats connection time. Nest protects all show connected fine. Tried all the self troubleshooting pages I could find, issue still comes back, goes away, comes back, goes away.

Wish I has something to help you out, except "you're not alone with this issue."

[LEG]

Yeah, me too.  Thermostat says it is fine and connected, my app is connected and the battery fine. App has said for a month or two that it is "offline" .  Now that I"m sitting down to try and figure this out it seems like there are no solutions

[kiphorn]

I've been playing with this for a while. Finally went as far as a factory reset, which didn't work.

Started a chat with support and they had me reset the router, which didn't work

[Jake]

Hey there,

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. Here is an article that could be of help. If you have additional questions, feel free to submit another post, and provide as many details as possible so that others can lend a hand. Hope this helps!
 

Best regards,

Jake