If your Nest Guard is listed as “Offline” on the Nest app, it has become disconnected from the internet. Unless you have a cellular backup subscription, you won’t be able to arm or disarm your system with the Nest app or get mobile alerts and notifications about any security events.
If your Guard is “Offline” on the Nest app, or you get a message that says your Guard was disconnected from the internet, follow the steps below to help get your Nest security system back online.
Note: Because Detects connect to the internet through your Guard, they may also be listed as “Offline” on the app. Once you get your Guard back online, Nest Detects should reconnect as well.
If your Nest Guard is offline, the some steps below will help you troubleshoot your offline Nest Detect.
If you’re having trouble with something else like adding your Nest Guard to your account on the Nest app or you are trying to troubleshoot a different Nest product, refer to this link:
Troubleshoot when Nest Guard is offline
1. Make sure your home's Wi-Fi is working
Since your Guard uses your home Wi-Fi network to connect to the internet, check that you can get online with another device in your home.
You can visit any website to check if your connection is working. If you’re using a cell phone, make sure you don’t use cellular data to test your connection. To make sure you’re not using cellular data, turn on your phone’s Airplane mode and then turn on Wi-Fi.
If you can’t connect, use a different device to double check. If you can’t connect with any device, contact your internet service provider (ISP) to check the service status in your area.
Note: If you’ve changed your router or Wi-Fi network name or password, refer to the following article for instructions on how to reconnect Guard.
2. Check the status of the Nest service
If the Nest service is down, your Guard will be "Offline." You may also get the message "The Nest service can’t be reached right now" on the Nest app.
Wait for the Nest service to resume to check if your Guard comes back online.
3. Check your Nest app version
4. Restart your Guard
Restart your Guard to refresh its internet connection.
After restarting you can press the Info button to check if the issue is resolved. If the info button is not lit up, there are no issues for Guard to report.
Frequent disconnects are a sign of a poor connection between your Guard and your home Wi-Fi network.
5. Restart your router
When you restart your router, it will reset your internet connection.
If possible, disable any Wi-Fi range extenders or repeaters and test your connection without them. If Nest Guard connects without your range extenders, make sure your extender uses the same settings as your router. If the issue persists with your extenders, your extender may be incompatible with Nest Guard.
- Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
- Wait for 30 seconds, then plug your modem and router back in.
- Your modem and router will restart. Wait a couple of minutes or until you get steady power and connection lights. There may also be a quickly flashing data light.
Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.
6. Check for interference
If your Guard is still offline, check for sources of interference. Almost every network is subject to wireless interference which can cause your Guard to disconnect.
Unplug your Guard and move it closer to your Wi-Fi router and check if the connection improves. If it does, the location you’ve chosen for your Nest Guard might be out of range of your router.
Check for sources of Wi-Fi interference:
Draw an imaginary straight line between your router and Guard. Any time the the line between your router and Guard is blocked by something it might cause interference.
Thick walls, furniture, appliances, and other electronics can reduce the range your Guard can connect to your router.
Turn off any devices that operate on a 2.4 GHz frequency, then check if your connection is stronger. Here are some devices that might cause problems:
- Cordless phones
- Baby monitors
- Bluetooth devices
- Wireless video equipment
7. Check the settings on your Wi-Fi router or access point
Incompatible settings on your home Wi-Fi router or access point can cause your Nest products to disconnect or to show up as Offline on the Nest app.
Parental controls or firewall security
High firewall security or parental controls can block communication with Nest servers.
Refer to your Wi-Fi router or access point documentation to check how you can exempt Guard from these restrictions.
If you still can’t connect Guard after you've checked your parental controls or lowered your firewall, make sure you’re using settings that allow Guard to connect to your home Wi-Fi.
8. Check cellular coverage (if applicable)
If you subscribe to cellular backup, keep in mind Google Nest Secure will appear as offline on the Nest app when both Wi-Fi and cellular backup are down. So in addition to fixing any Wi-Fi issues, you might need to move Guard to a spot with better cell coverage.
To test cell coverage, temporarily unplug your Wi-Fi router, set your system to Off , and move Guard to a new spot in your home. Then wait about 5 minutes and check if it comes back online on the Nest app using cellular backup. If it doesn’t, then try to move your Guard to different spots around your home until you find a one with a strong enough signal for your Guard to come back online. Don't forget to plug your Wi-Fi router back in when you're done.
9. Reset your Guard to factory defaults
After you’ve ruled out Wi-Fi interference and checked your router settings, reset your Guard to factory defaults. You’ll need to add your Guard back to your account on the Nest app.
Important: You should double check the previous troubleshooting steps before you reset your Guard. When you reset your Guard, it will remove all of your settings and history. You’ll also need to pair any Nest Detects in your home again.