Troubleshoot Wi-Fi and connection issues for Nest products

If you can’t add Nest products to your account, or your Nest products are offline in the app, this article will help you find the steps you’ll need to fix the problem.

Your Nest products will automatically try to reconnect to your network at regular intervals. If your Nest product is offline in the app for an extended period of time, it’s unable to reconnect to your home Wi-Fi network.

Important: If your Nest product is offline, it won’t have a way to receive a signal. You’ll need to troubleshoot in person to get it back online.

Click below for help with some common Wi-Fi and connection issues:

New router or Wi-Fi password                                           

connection icon

New router /  Wi-Fi network password, name, or other settings

You might see:

  • The home offline icon all products offline in the Home or Nest app 
  • “Offline” below your home icon in the Home or Nest app
  • “Offline” below all of your Nest products in the Home or Nest app

What to do when you change your Wi-Fi password or replace your router

 Thermostats

Nest Thermostat device

In the Home app

Note: You will only see these issues in the Home app for the Google Nest
Thermostat. Use the Nest app to troubleshoot issues for the Google Nest
Thermostat E or Google Nest Learning Thermostat.

Your thermostat is offline in the app

You might see:

  • Your thermostat as “Offline” in the app
  • “Wi-Fi disconnected” on your thermostat

Troubleshoot when your Nest thermostat is offline

Your thermostat can’t connect to Wi-Fi when adding it to the app

You might see:

  • A “Couldn’t connect” or “Something went wrong” message in the app

Troubleshoot adding a Nest thermostat to the app 

Nest Learning thermostat heating

In the Nest app

Note: You will only see these issues in the Nest app for the Google
Nest Thermostat E and Google Nest Learning Thermostat. Use the
Home app to troubleshoot issues for the Google Nest Thermostat.

Your thermostat is offline in the app

You might see:

  • “Offline” below your thermostat in the app
  • An Offline icon Nest offline icon on your thermostat
  • “Not connected” on your thermostat

You may also be unable to control your thermostat with the app.

Troubleshoot when your Nest thermostat is offline

Your thermostat can’t connect to Wi-Fi

You might see:

  • A “Failed to connect” message on your thermostat
  • A spinning icon Blue loading loop on your thermostat 

Troubleshoot connecting your Nest thermostat to Wi-Fi

You can’t add your thermostat to the Nest app

You might see:

  • An Entry Key Error message on your thermostat
  • A spinning blue ring Blue loading loop on your thermostat 

Troubleshoot adding a Nest thermostat to the app

Nest Secure                

Nest Detect image

Nest Detect is offline in the Nest app

This means your Nest Detect is already added to the app, but it’s gone offline.

Troubleshoot when Nest Detect is offline 

Nest Detect can’t pair

You might see:

  • A pairing error code such as 030

This means you’re unable to add your Nest Detect to the app.

Troubleshoot Nest Detect error

nest guard image

Nest Guard is offline in the Nest app

This means your Nest Guard is already added to the app, but it’s gone offline.

Troubleshoot when Nest Guard is offline

Nest Guard can’t pair

You might see:

  • A pairing error code such as 030

This means you’re unable to add your Nest Guard to the app.

Troubleshoot Nest Guard errors

Cameras and doorbell                     

Cam IQ outdoor image

Your camera or doorbell is offline in the Nest app

You might see:

  • “Offline” below Your camera or doorbell in the app
  • No live video
  • Gaps in video history that say your camera was off or offline

Troubleshoot when your Nest camera or doorbell is offline

You can’t add your camera or doorbell to the Nest app

You might see:

  • A C error such as C-380 when trying to add your Nest camera or doorbell to the app

Troubleshoot adding a Nest camera or doorbell to the app

Nest x Yale Lock                                           

Next x Yale image

Nest x Yale Lock is offline in the Nest app

You might see:

  • “Offline” below your lock in the app
  • Missing information in your lock’s history

You may also be unable to lock or unlock your lock in the app.

Troubleshoot when your Nest x Yale Lock is offline

Problems adding to the Nest app

You might see:

  • You can’t add your Nest x Yale Lock to the app
  • An error message such as can’t connect to the lock

Troubleshoot adding a Nest x Yale Lock to the app

Nest Connect   

connect image

Nest Connect offline in the Nest app

You might see:

  • Other products that use your Connect as offline in the app

Troubleshoot when your Nest Connect is offline

You can’t add your Nest Connect to the Nest app

Follow the directions below to make sure your Connect isn’t already added:

  1. Open the Nest app.
  2. Tap Settings   on the app home screen.
  3. Scroll down and see if you already have Nest Connect in your account.

If your Connect isn’t already in your account, try some of the troubleshooting steps below.

  1. Try to restart your phone before adding your Connect again.
  2. Make sure your phone is on the same Wi-Fi network that you’re trying to add your Connect to.
  3. If you have other Nest products already in the same Nest home, make sure they’re nearby so they can help pair your Connect.
  4. Try to pair your Connect while it’s closer to your Wi-Fi router.
  5. If you use Wi-Fi extenders, try disabling them to pair your Connect.

Nest Protect  

Nest Protect 2 image

Nest Protect is offline in the Nest app

You might see:

  • “Offline” below your Protect in the app
  • Missing information in your Protect’s history

Troubleshoot when your Nest Protect is offline

You can’t add Nest Protect to the Nest app

You might see:

  • A P error such as P-008 when trying to add your Nest Protect to the app

Troubleshoot connecting a Nest Protect to the app

Nest Temperature Sensor            

Temperature sensor image

Nest Temperature Sensor is offline in the Nest app

You might see:

  • Your sensor is offline in the app
  • Your sensor is not selectable in the Nest app
  • Your thermostat is not using your sensor when expected

Troubleshoot when your sensor is offline

You can’t add your Nest Temperature Sensor to the Nest app

You might see:

  • An error when trying to add your sensor to the app
Troubleshoot adding a sensor to the app

Whole Nest home      

all products icon

Whole Nest home is offline

If every Nest product in your home is offline, your whole Nest home is
disconnected and you’ll see an exclamation point in the middle of your
home icon.

If you only have one Nest product, select your product above and try to
troubleshoot that product individually before you try to troubleshoot your
whole Nest home.

If you have more than one Nest product and they’re all offline,
restarting your router is a good first step. To learn how to restart your
router, consult your user manual.

Here are a few other things to check to help get your Nest home back
online:

1. Check if the power is out

Obviously, if you’re at home, you’ll know the power is out. If you’re away,
you may not know that there’s been a power outage. When the power is
out, your home Wi-Fi network will be down, and all of your Nest products
will be offline in the Nest app. Try contacting your local power company to
see if there is an outage in your area.

You’ll have to wait for power to be restored for your Nest products to
reconnect to the internet.

2. Check the status of the Nest service

Go here to check the status of the Nest service.

If the Nest service is down you may see your Nest products “Offline.” Wait
for the Nest service to resume to see if your Nest products come back
online.

3. Check the app version

Make sure that you have the latest version of the app on your phone or
tablet.

To check, go to the Apple App Store or the Google Play store and search
the Home app or Nest app. The app page should tell you if there’s an
update you can install.

You may also want to enable auto-updates for the app so that you don’t
have to manually check for updates.

4. Check for Internet service provider outages

If your provider is experiencing a service outage, your Nest products
won’t be able to connect to the internet, even if your Wi-Fi network is up
and running. 

  1. To check, visit nest.com with a computer, phone or tablet that’s
    connected to your Wi-Fi network and has cellular data turned off.

Tip: You can make sure you’re not using cellular data with your
mobile device by turning on Airplane Mode and then turning on
Wi-Fi.

  1. If you’re not able to connect with another Wi-Fi device, try calling
    your internet service provider to see if there’s a local service
    outage. If so, your Nest products will come back online after your
    provider has resolved the outage.
  2. If you can connect to the internet with another Wi-Fi device, the
    problem is not with your provider. Check the settings on your
    router to make sure that it is compatible with Nest products. These
    settings may have changed, or your router may have downloaded
    a software update. 

Recommended Wi-Fi router settings

5. Troubleshoot your products individually

If none of these steps helped, try clicking on one of your Nest products
above for some steps you can take with individual products.

 

Was this helpful?
How can we improve it?