Nest Guard offline

[Mkiecka]

My nest guard went offline couple days ago and I cannot reconnect it. I tried every possible thing including factory reset and stuff like that. I removed it from my account reset it to factory settings and try to add it again. Problem pops up during Wi-Fi setup.

When it says testing Wi-Fi for quite some time it shows the message that something went wrong. Again I tried everything including all the trouble shootings and stuff like that nothing helps.

[trockjones]

Same thing has been happening to me.  What's interesting is that I can still connect to it in the Apple Home App.  This seems like planned obsolescence on Google's part or just utter indifference as they try to phase out Nest only products.   Based on their track record of stopping support on few year old devices, I have completely stopped buying any google hardware for the foreseeable future. 

[Mkiecka]

That still doesn't solve my problem. Not sure what to do with that..

[BradMiller]

This doesn't solve my problem either, but I think you are spot on – I think you are onto the reason WHY our Nest Guard devices keep disconnecting. This also means there is no fix because Google has moved on to other things. What a shame.

[BinaryJay]

My guard randomly goes offline now and then, but usually connects by itself again shortly after.  You've already done everything anybody would suggest (remove from account, factory reset, etc.) and if it still doesn't work the only other thing I might suggest is to try setting it up connecting it to a wifi hotspot on your phone.  Doing this will at least eliminate any chance that something with your local network is the issue.  If you still can't set it up/connect to wifi on your phone hotspot it may be that the wifi chip in the guard has simply fried on you.  It may still be worth a try seeing if support can do anything for you even though they don't make it anymore and it's not under any kind of warranty.

[janthadeus]

Hi folks,

Thanks for your help here, BinaryJay.

Sounds like a plan! We're here if you have any other questions.

Thanks,

JT

[Mkiecka]

Thanks, I'll try to contact them.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[BradMiller]

Just curious, what is the point in closing this thread? Why not leave it open so people can find it and figure out what's helpful and what's not?

This forum allows us to get insights from others having similar problems, and it's better than any help we are getting from Google/Nest. 🤷🏼‍♂️

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. This concern, y'all are having, is hard to troubleshoot as this device has been discontinued. I can suggest a factory reset, and other standard troubleshooting, but this issue tends to be more device-specific. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app
• At the top right, tap your account.
• Tap Feedback 
• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, in the top right corner, tap Send 

Best regards,

Brad

[BradMiller]

Brad, 

We appreciate any sincere efforts you can offer, so thanks for what you shared above about submitting feedback. It still seems like the writing is on the wall here – we take the time to document and submit to Google, only to get frustrated when they don't answer or follow up. 

Again, that's why this thread staying open is so valuable. This will be the only help most of us will get.

Sincerely,

Brad (the other one)

[Brad]

Hey folks,

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread, and we'll be happy to help. We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Best Regards,
Brad

[iammillerman]

My nest security system did the same thing yesterday. Showing offline in the app, but the hub is acting like everything is normal. App is showing it as being offline for over 24 hours now.

[BradMiller]

My Nest Guard started disconnecting a week ago, 10-12 times per day. Every other device connects fine and works without incident, which would point to the problem being the Nest Guard. Nonetheless, I spent my time and worked through the troubleshooting steps that Google recommends (https://support.google.com/googlenest/answer/9234075?hl=en) only to continue having exactly the same issues as before all of the troubleshooting steps.

[BradMiller]

One more thing…

I jumped through these same hoops with my Nest Guard about 8 months ago and it eventually worked itself out. So, even though having my Nest security system go offline 10-12 times per day is completely annoying and the very definition of "insecurity," I feel pretty confident that this is a Google problem and not one that I can fix on my end.

It's just how they do business!

[trockjones]

The fact that support wants to close this thread without any resolution or verification that anyone has resolved the issue further proves my point that google is indifferent to a small number of people encountering this issue.  I am 100% sure this is a software issue with the nest App.  I purchased a Starling Home hub which allows me to control my nest devices within Homekit.   The nest gaurd still shows that it is online in the Home (apple) app remotely from outside of my house.  I am able to remotely arm and disarm the alarm.  This proves that the hardware is working and is connected to my wifi.  

My Nest Guard has shown offline for over two weeks. I was able to factory reset it and have it show as online in the Nest app.  After a week or so, the device again went offline and has stayed that way ever since. I'm not holding my breath for them to acknowledge and resolve this issue for any of us. I would almost bet that they're trying to push us off this device as to no longer need to support it.  In fact, they're probably slowly going to push us off of all our nest only devices as they've already moved onto Google Home hardware only.

I used to be a google fan boy and bought all of their products, but after too many services and devices becoming obsolete, I've finally moved on from investing in their smart home and mobile devices.