Troubleshoot offline or disconnected Nest Connect

Nest Connect helps Nest products like Nest × Yale Lock and Nest Secure alarm system stay wirelessly connected to each other and the app. If Nest Connect is offline, other Nest products may disconnect from the network as well.

The Nest app will tell you when Nest Connect disconnects from the network. Here are some help codes that might show up in the app when your Connect is offline:

NA003 NA004 NA005 NA008 NA010 NA011 NA014

NA015 NA016 NA017 NA019 NA027 NA028

Follow the steps in this article to get your Connect back online.

What happens when Nest Connect is offline

Nest Connect works a little differently than other Nest products do. Connect does different things depending on which Nest products you have.

Nest Secure alarm system

• Your Connect provides an extra boost to help Nest Detect and Nest Guard communicate with each other in a large home.
• If your Connect is having trouble bridging the gap between Guard and Detect, Detect may appear as “Offline” in the app. However, Guard shouldn’t appear offline in this situation.
• When Connect is offline, Detect won’t be able to alert Guard when a door or window is opened or closed, or when there’s motion in the room.

Nest × Yale Lock

• Your Connect provides the Wi-Fi connection to your lock so that you can use the app to remotely lock, unlock, and change settings.
• If your Connect is having trouble reaching your lock or your Wi-Fi router, your lock will appear as “Offline” in the app. 
• As long as Connect is offline, you won’t be able to control your Nest × Yale Lock with the app (but you can still use a passcode on the keypad).

Other Nest Connects

• One Connect being offline shouldn’t affect any other Connects you might have in your home, unless you’re using one Connect to extend the range of another Connect.

Troubleshoot Connect with Nest Secure

1. Check Connect and Secure's status

First, check your Connect’s connection in the app:

1. Open the Nest app.
2. Tap Settings.
3. Tap Nest Connect.
4. Select your Connect.
5. Tap Check connection.

If Connect is online, then check whether your Guard is offline in the app:

1. Open the Nest app.
2. On the home screen, check whether your Guard is listed as “Offline.”

If it is offline, then the troubleshooting steps will be a little different. Go to our Troubleshoot when Nest Guard is offline article for more help.

2. Check the Nest service status

If the Nest service is down, all of your Nest products will be offline. You may also see “The Nest service can’t be reached right now” in the app.

Check the status of the Nest service

Wait for the Nest service to resume to check if your Connect and other Nest products come back online.

3. Check that Connect is plugged in

If Connect loses power or becomes unplugged, its backup battery can keep it working for up to 12 hours. When Connect has no more battery life, your lock will disconnect from the network and appear as “Offline” in the app.

Check the Connect is properly plugged in, and that the power outlet it’s plugged into is receiving power.

4. Restart Connect

1. Plug Connect into a power outlet. 
2. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
3. Wait for Connect’s light to turn green, which means the restart is complete.
4. Check whether your Connect and Detects come back online in the app.

Important: If you hold Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. To prevent this after the light turns yellow, immediately release the button, and then press the button once more to cancel the factory reset.

5. Check your app version

Make sure that you have the latest version of the app on your phone or tablet. You can download it for free from the Apple App Store or Google Play. 

Update Nest products and the app

6. Move things closer together

Because Connect bridges the gap between Guard and Detect, it needs to be close enough to both products to maintain a steady wireless connection. You can place Detects up to 50 feet away from Guard, but the range can vary depending on your home’s construction, wireless interference and other factors.

1. Try plugging your Connect into a different outlet that’s about halfway between your Guard and Detect(s).
2. Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
3. Wait a few minutes and then check the app for any Offline products.
4. If that doesn’t work, try again at additional outlets or locations in your home. 

Note: If you also have a Nest × Yale Lock, make sure that moving Connect doesn’t break the connection with your lock.

7. Update Nest Guard software

Since Connect talks to your Guard, check to make sure your Guard has the latest software. Press and hold the 2 button on your Guard until you hear, “Release to check for updates.”

Update Nest products and the app

Troubleshoot Connect with Nest × Yale Lock

Note: If you’re having trouble setting up Nest × Yale Lock in the app, the steps are a bit different. Go to our Troubleshoot connection issues during Nest × Yale Lock setup for more help.

1. Check the Nest service status

If the Nest service is down, all of your Nest products will be offline. “The Nest service can’t be reached right now” may also appear in the app.

Check the status of the Nest service

Wait for the Nest service to resume to check if your Connect and other Nest products come back online.

2. Check that Connect is plugged in

If Connect loses power or becomes unplugged, its backup battery can keep it working for up to 12 hours. When Connect has no more battery life, your lock will disconnect from the network and appear as “Offline” in the app.

Check the Connect is properly plugged in, and that the power outlet it’s plugged into is receiving power.

3. Restart Connect

1. Plug Connect into a power outlet. 
2. Hold down Connect’s button until the light pulses blue (about 10 seconds). Then, release the button. 
3. Wait for Connect’s light to turn green, which means the restart is complete.
4. Check whether your Connect and Detects come back online in the app.

Important: If you hold Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. To prevent this after the light turns yellow, immediately release the button, and then press the button once more to cancel the factory reset.

4. Move things closer together

Because Connect bridges the gap between Guard and Detect, it needs to be close enough to both products to maintain a steady wireless connection. You can place Detects up to 50 feet away from Guard, but the range can vary depending on your home’s construction, wireless interference and other factors.

1. Try plugging your Connect into a different outlet that’s about halfway between your Guard and Detect(s).
2. Check for sources of wireless interference. Thick walls, floors, appliances, furniture, and even other electronics on the same network can cause interference.
3. Wait a few minutes and then check the app for any Offline products.
4. If that doesn’t work, try again at additional outlets or locations in your home. 

Note: If you also have a Nest × Yale Lock, make sure that moving Connect doesn’t break the connection with your lock.

5. Check your app version

Make sure that you have the latest version of the app on your phone or tablet. You can download it for free from the Apple App Store or Google Play. 

Update Nest products and the app