wifi not connected and display stays asleep

[adj88]

Hello,

My Nest completely lost the ability to connect to wifi a couple of months ago, and now the display does not wake up when I approach it. It will wake up if I press, rotate and wait ~20seconds. It was purchased April 2023, and I had no issues until suddenly in September 2024.

The situation is similar to a message posted 9-15-2022, "Display doesn't wake up" by user cb2367. That person's Nest issues were not resolved in the thread, but taken into a private chat. The primary difference is that my wifi is not just dropping -- it has been completely incommunicado for two months. Without wifi, I can't even see if there is a software update for the device.

I have tried everything on the "Nest thermostat is offline" troubleshooter, including but not limited to:

Restarting and resetting the Nest to factory settings, checking for "W5" errors (none), checking battery level (3.928V), unplugging the unit and plugging it back in, checking that the Nest app was updated, checking the Google Home app for any additional information that might not be on the Nest app.

On the router settings, I rebooted and reset it, checked the 2.4GHz signal, verified that my router has an 802.11ax frequency, updated the DHCP lease time to 3hrs, enabled power save and verified that the router firmware is up to day.

Please help! I was raving about my Nest to friends, and now it's just a sad bubble on the wall. 

[Jeremyg]

Hi @adj88!

We appreciate you contacting the community. I'm sorry to hear that your Nest Learning Thermostat is not connecting to your wifi and the display is not even turning on, but don't worry—help is on the way.

Thank you for your previous efforts. I am aware that you have already performed some troubleshooting steps but I need to know a few things about your thermostat in order to provide you with a better resolution.

• Does the thermostat display show any error codes or messages?
• When did the issue first occur?
• Have you tried to make a restart on your thermostat? 
• How long did you charge the thermostat with a USB cable?
• When was the thermostat installed?
• What is the make and model of your HVAC equipment?
• Is your thermostat still offline?

Keep me in the loop, and I can assist you with next steps.

Regards,
Jeremy.

[adj88]

Thank you for your reply!

• Does the thermostat display show any error codes or messages?
  Just that the wifi cannot be found. No other errors. 
• When did the issue first occur?
  Wifi has not connected since September 2024;
  display-not-waking began in November. 
• Have you tried to make a restart on your thermostat? 
  Yes; restart as well as resetting to factory settings.
• How long did you charge the thermostat with a USB cable?
  I did not charge with a USB cable; this was only recommended if the battery level was less than 3.7V and mine is at 3.928V.
• When was the thermostat installed?
  April 2023
• What is the make and model of your HVAC equipment? 
  Carrier Infinity 96 (forced-air gas heat plus a/c)
• Is your thermostat still offline?
  Yes. To be clear, wifi has not connected at all since September (this is not an intermittent problem)

[Jeremyg]

Hi @adj88!

I appreciate you providing the update and informing us of the information that will enable me to help you more effectively.

In this case, you have performed some troubleshooting steps, and the display is not turning on. We need to move forward and check the voltage on the red wire; it has to be 24 volts on it.

Keep me in the loop, and I can assist you with next steps.

Best regards,
Jeremy.

[adj88]

You seem to be focusing on the display not turning on issue and not addressing the wifi connectivity issue. To reiterate, the display does eventually turn on. The wifi is completely gone, which is the real issue that doesn't allow us to use the thermostat properly.  That said, how would I check the voltage on the red wire?  When I go into settings, I can see that the blue wire (common) has 24V, but the red wire (Rh) only says "power."

[Jeremyg]

Hi there!

Thanks for your reply.

I can see that you are still not able to connect your device to the network and also you have performed all the correct troubleshooting steps. In order to receive further assistance, please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Keep me posted.

Best regards,

Jeremy.