Troubleshooting when Nest Connect disconnects or is offline in the Nest app

Google Nest Connect helps certain Nest products maintain a wireless
connection with each other and with the app on your phone.

To check Connect’s status

On the app home screen, go to Settings Nest settings icon and then Nest Connect and then select your
Connect > Check connection.

Nest secure connect front angle image.

What happens when Nest Connect is offline

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

  • Google Nest Secure alarm system: Your Connect provides an extra boost to help Google Nest Detect and Google Nest Guard communicate with each other in a large home. 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.
  • Google 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. As long as Connect is offline, you won’t be able control your Nest × Yale Lock with the app (but you can still use a passcode on the keypad).

Things to keep in mind while troubleshooting 

  • What you’ll see in the app will depend on which product your Connect is trying to reach:
    • Nest Secure alarm system: 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.
    • Nest × Yale Lock: If your Connect is having trouble reaching your lock or your Wi-Fi router, the lock will appear as Offline in the app.
  • 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.

Troubleshooting 

Troubleshooting Connect with Nest Secure 

connect guard image

1. 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. But after that, your lock will start to appear as Offline in the app.

Walk over to where your Connect is and make sure it’s plugged in, and that the outlet it’s plugged into is receiving power.

2. Make sure your Nest Guard is online 

Check that your Guard isn’t listed as offline on the app home screen. If it is offline, then the troubleshooting steps will be a little different. See the following article instead:

Troubleshooting when Nest Guard is offline >

3. Restart Connect 

Restarting Connect can refresh its link to the network. To restart Connect:

  1. While Connect is plugged in, hold down Connect's button for about 8 seconds.
  2. Release the button when Connect pulses blue.
  3. Wait a few moments for Connect to find the network again. Check the Nest app to see if your Connect and Detects are back online.

Tip: If you hold Connect’s button for more than 8 seconds, the light will turn yellow and that means you should release the button right away. Then immediately press and release the button once. A yellow light means that Connect is trying to reset itself to factory defaults, which will remove Connect from the app. Releasing the button while the light is yellow and then pressing the button once will cancel the factory reset. If you accidentally complete the factory reset, you'll need to add your Connect back to the app in order to continue using it.

4. Try moving Connect to a different spot 

Because Connect bridges the gap between Guard and Detect, it needs to be close enough to both products to maintain the 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.

  • If Connect is too far away from Detect, it might intermittently lose its connection with Detect. In this case, Detect will be offline in the app but Connect will be online.
  • If Connect is too far away from Guard, both Connect and Detect will be offline in the app.
  • In addition, something in your home could be blocking the wireless signal and limiting Connect’s range. Examples of wireless interference include a thick wall, floor or ceiling; a bookcase, wardrobe, or other bulky piece of furniture; or a large appliance like a refrigerator or stove. If you have any other wireless devices using the 2.4GHz frequency, they can also cause interference.

Here’s what to do:

  1. Try plugging your Connect into a different outlet that’s about halfway between Guard and the Detect(s) it’s helping.
  2. If that doesn’t work, try additional outlets or locations in your home.
  3. Wait a few minutes each time and then check the app for any Offline products.

Ideally you’ll be able to find a location that’s close enough to Guard and to your Detect(s) to maintain a steady connection. If you also have a Nest × Yale Lock, make sure that moving Connect doesn’t break the connection with your lock.

Tip: If you have a large home or a lot of wireless interference, then there might not be a good spot where Connect can maintain its connection to everything it needs to. In that case, you can purchase a second Connect and use it to extend the range of your first Connect.

5. Update your 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.”

For more information on updating Nest Guard, see the article below:

How to keep your Nest products up to date > 

Troubleshooting Connect with Nest x Yale Lock 

Nest x Yale diagram

1. 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. But after that, your lock will start to appear as Offline in the app.

Walk over to where your Connect is and make sure it’s plugged in, and that the outlet it’s plugged into is receiving power.

2. Restart Connect 

Restarting Connect can refresh its link to the network. To restart Connect:

  1. While Connect is plugged in, hold down Connect's button for about 8 seconds.
  2. Release the button when Connect pulses blue.
  3. Wait a few moments for Connect to find the network again. Check the Nest app to see if your Connect and Detects are back online.

Tip: If you hold Connect’s button for more than 8 seconds, the light will turn yellow and that means you should release the button right away. Then immediately press and release the button once. A yellow light means that Connect is trying to reset itself to factory defaults, which will remove Connect from the app. Releasing the button while the light is yellow and then pressing the button once will cancel the factory reset. If you accidentally complete the factory reset, you'll need to add your Connect back to the app in order to continue using it.

3. Try moving Connect to a different spot 

Connect needs to be close enough to both your lock and your Wi-Fi router to maintain a wireless connection.

  • If Connect is too far away from your lock, your lock will be offline in the app but Connect will be online.
  • If Connect is too far away from your Wi-Fi router, both Connect and your lock will be offline in the app.
  • In addition, something in your home could be blocking the wireless signal and limiting Connect’s range. Examples of wireless interference include a thick wall, floor or ceiling; a bookcase, wardrobe, or other bulky piece of furniture; or a large appliance like a refrigerator or stove. If you have any other wireless devices using the 2.4GHz frequency, they can also cause interference.

Here’s what to do:

  1. Try plugging your Connect into a different outlet that’s about halfway between your lock and your Wi-Fi router.
  2. Wait a few minutes, then check the app for any offline products. To save battery power, your Nest × Yale Lock only checks in with the network every few minutes. So it may take up to 30 minutes to stop appearing as offline in the app.

Ideally you’ll be able to find a location that’s close enough to both your lock and your Wi-Fi router to maintain a steady connection. If you also have a Nest Secure alarm system, make sure that moving Connect doesn’t break the connection with any Detects in your home.

Tip: If you have a large home or a lot of wireless interference, then there might not be a good spot where Connect can maintain its connection to everything it needs to. In that case, you can purchase a second Connect and use it to extend the range of your first Connect.

4. Check the status of Nest service 

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 see if your Connect and other Nest products come back online.

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 Google Play.

Check your app version >

 

 

 

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