thermostat offline

[Kaverkev]

My Nest thermostat, which has been online for several years without issue has gone offline in the Google Home app. It is connected to the Nest app yet says offline in the GH app. I have followed all the threads I have found about it and have reset and removed it from the system 4 times hoping for a new result. At this point I need some help.

[GEK]

Me too.  Thermostat worked for years.  Still works and works on the Nest app.  But two days ago it stopped working with Google Home, which recognizes it but shows it offline.  I reset, reinstalled, reconfigured, and no change.  G HOME sees it, adds it back in, but keeps it offline.  Help.

[81]

Mine will not work with app. Thermostat says offline & not able to use it

[gerryw]

Same here.  Works fine in the nest app.  Google home app says "offline" and any attempt with voice control gives a "sorry it looks like <device> isn't available right now".  Been like this for a few days now.

[Kaverkev]

Thank you both for validating our shared problem, I’m glad to see I’m not just missing something in my quest to solve this. GEK, you described the problem and what I have done to try and solve it almost exactly. The problem is, we all still have the same issue. If you come up with the solution, please share it one here for all of us as I will also. 

[Ryan_G]

Hey folks,

Thanks for visiting the Google Nest Community. 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

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!

Kind regards,

Ryan

[Kerouac2010]

Also have this problem -- did a Google Home app update cause this?  Weirdly, a second Nest Learning Thermostat for my secondary HVAC is showing up just fine in both Home and Nest; it's the first one (same model) that only shows up in Nest, not Home.

[Kerouac2010]

Another weird data point. When I initially load the Home App, there is a brief animation that shows the Nest Learning Thermostat signalling its online status (where the grey icon turns blue, hard to explain but you'll know it when you see it). Diagnostics on device also show adequate battery (over 3.9v). This is not a power or WiFi issue.

My sense is that since the Learning model can only be set up through Nest on the front end, there's something broken on the backend (Nest app communication with Home App) that's not registering properly. Home shows the device and registers it as active, but can't let us figuratively open it up for use because Nest app won't let it.

[lacon4841]

Just curious -- has anyone here resolved their issue?  If so, what did you do?  I hate the Nest app and was about to uninstall it until this knock.  I've spent hours on chat with Google techs at three levels of escalation and nobody can help with this.  What's the point of a "smart" thermostat if it doesn't connect to the "smart" app?

[gerryw]

The fix is to do a factor reset on your thermostat and re-add it.  In a thread on another site, someone had called Google and spoke to them about the problem.  They figured it was an issue with migrating your account from Nest to Google and the solution for them was to reset the thermostat and add it again.  I ended up doing the same thing and it solved my problem.

[lacon4841]

With a wrinkle. I spoke to Google senior tech today and we walked through some steps. Apparently on some Learning Thermostat models within the 3rd gen line, adding it by QR code after factory reset will replicate the old problem. You have to add it via the entry key, no QR code, and BEFORE you connect the unit to WiFi (it adds to the WiFi network as matter of course once you add it to Nest App via entry key).  If you bypass the steps and connect the unit to WiFi after factory reset, then attempt to add to Nest App via QR code scanning, it won't work. At least that's what I was told.

[incady]

I have the same problem.. Google support asked me to try creating a new home and adding the thermostat, but that would require a factory reset, so I've been holding off a bit. I would suggest that you contact Google, if you haven't already, just so they know the magnitude of the problem.