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.

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

New router or Wi-Fi password

New router / Wi-Fi network password, name, or other settings You might find: The home offline icon  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 Update Nest thermostat Wi-Fi settings How to update Wi-Fi settings on Nest camera doorbell How to update Wi-Fi settings on Nest Protect How to update Wi-Fi settings on Nest Connect How to update Wi-Fi settings on the Nest × Yale Lock How to update Wi-Fi settings on Nest Secure including Nest Guard and Nest Detect

 Thermostats

Offline in the app You might find: Your thermostat as “Offline” in the app “Wi-Fi disconnected,” “Not connected,” or a similar message on your thermostat You may also be unable to control your thermostat with the app Troubleshoot offline thermostat Can’t connect to the app You might find: A “Couldn’t connect” or “Something went wrong” message in the app A “Failed to connect” message on your thermostat A spinning icon  on your thermostat Troubleshoot adding a Nest thermostat to the app Troubleshoot connecting to Wi-Fi You can’t add your thermostat to the app You might find: An Entry Key Error message on your thermostat A spinning blue ring  on your thermostat Troubleshoot adding a Nest thermostat to the app

Nest Secure

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 find: A pairing error code such as 030 This means you’re unable to add your Nest Detect to the app. Troubleshoot Nest Detect errors

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 find: 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

Your camera or doorbell is offline in the Home or Nest app You might find: “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 Home or Nest app You might find: 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

Nest x Yale Lock is offline in the Nest app You might find: “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 offline Nest x Yale Lock Problems adding to the Nest app You might find: 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

Nest Connect is offline in the Nest app You might find: Other products that use your Connect as offline in the app Troubleshoot offline Nest Connect You can’t add your Nest Connect to the Nest app Follow the directions below to make sure your Connect isn’t already added: Open the Nest app. Tap Settings  on the app home screen. Scroll down and check 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. Restart your phone before you add your Connect again. Make sure your phone is on the same Wi-Fi network that you’re trying to add your Connect to. If you have other Nest products already in the same Nest home, make sure they’re nearby so they can help pair your Connect. Move your Connect closer to your Wi-Fi router while you try to pair it. If you use Wi-Fi extenders, disable them while you pair your Connect.

Nest Protect

Nest Protect is offline You might find: “Offline” below your Protect in the app Missing information in your Protect’s history Troubleshoot offline Nest Protect You can’t add Nest Protect to the app You might find: A P error such as P-008 when trying to add your Nest Protect to the app Troubleshoot connecting Nest Protect to the app

Nest Temperature Sensor

Nest Temperature Sensor is offline You might find: 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 offline sensor You can’t add your Nest Temperature Sensor to the app You might find: An error when trying to add your sensor to the app Troubleshoot adding a sensor to the app

Whole Nest home

Whole Nest home is offline

If every Nest product in your home is offline, your whole Nest home is disconnected. 

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, restart your router. 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 app. Try contacting your local power company to learn 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 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 so that you don’t have to manually check for updates.

3. 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 google.com with a computer, phone or tablet that’s connected to your Wi-Fi network and has cellular data turned off.

Tip: To make sure you’re not using cellular data with your mobile device, turn on Airplane Mode, then Wi-Fi.

2. If you’re not able to connect with another Wi-Fi device, contact your internet service provider to check if there’s a local service outage. If so, your Nest products will come back online after your provider has resolved the outage.
3. 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's compatible with Nest products. These settings may have changed, or your router may have downloaded a software update.

Recommended Wi-Fi router settings

4. 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 find: your Nest products “Offline.” Wait for the Nest service to resume to check if your Nest products come back online.

5. Troubleshoot your products individually

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