Troubleshooting Wi-Fi and connection issues
If you’re having trouble adding Nest products to your account, or your Nest products are offline in the Nest app, this article will help you find the steps you’ll need to fix the problem.
Click below for help with some common Wi-Fi and connection issues:
New router or Wi-Fi password
New router or Wi-Fi password New router or Wi-Fi password
You might see:
- The home icon in the Nest app changes to an Offline icon
- Offline below your home icon in the Nest app
- Offline below all of your Nest products in the Nest app
- You can't control any of your Nest products with the Nest app
What to do when you change your Wi-Fi password or replace your router >
Nest thermostat
Nest thermostat Google Nest thermostat offline in the Nest app
You might see:
- Your thermostat Offline in the Nest app
- You can't control your thermostat with the Nest app
- You see ban Offline icon
on your thermostat
on your thermostatTroubleshooting when your Nest thermostat is offline >
Problems adding to the Nest app
You might see:
- An Entry Key Error message on your thermostat
- A spinning blue ring
but your thermostat doesn't get an entry key
but your thermostat doesn't get an entry keyTroubleshooting adding a Nest thermostat to the Nest app >
Problems connecting to Wi-Fi
You might see:
- A Failed to connect message on your thermostat
- A spinning blue ring
Nest Secure
Nest Secure |
Google Nest Detect |
Nest Detect offline
Use this link if your Nest Detect is already added to the Nest app, but it's Troubleshooting when Nest Detect is offline > Can't pair Nest Detect Use this link if you're having trouble adding your Nest |
|
Google Nest Guard |
Nest Guard offline
Use this link if your Nest Guard is already added to the Nest app, but it's Troubleshooting when Nest Guard is offline > Can't pair Nest Guard Use this link if you're having trouble adding your Nest Guard to the Nest |
Nest camera or doorbell
Nest camera or doorbell Google Nest camera or doorbell offline in the Nest app
You might see:
- Your camera or doorbell is offline in the Nest app
- You’re unable to view live video
- You see gaps in video history
- You see Your camera was off or offline
Troubleshooting when your Nest camera or doorbell is offline >
Problems connecting to the app during setup
You might see:
- You can’t add your Nest camera or doorbell to the Nest app
- A C error such as C-380 when trying to add your camera or doorbell to the Nest app
Troubleshooting adding a Nest camera or doorbell to the Nest app >
Nest x Yale Lock
Nest x Yale Lock Google Nest × Yale Lock offline in the Nest app
You might see:
- Your lock is offline in the Nest app
- You’re unable to lock or unlock your lock with the Nest app
- Your lock history shows missing information
Troubleshooting when your Nest × Yale Lock is offline >
Problems adding to the Nest app
You might see:
- You can’t add your Nest × Yale Lock to the Nest app
- An error such as can’t connect to the lock
Nest Connect
Nest Connect Google Nest Connect offline
You might see:
- Other products that use your Connect are Offline in the Nest app
Troubleshooting when your Nest Connect is offline >
Problems adding to the Nest app
You might see:
- You can’t add your Nest Connect to the Nest app
Make sure your Connect isn’t already added:
1. Tap Settings 
2. Scroll down and see if you have Nest Connect already in your account.
If your Nest Connect isn’t already in your account, try some of the steps below.
Troubleshooting:
- Try restarting your phone before adding your connect again.
- Make sure your phone is on the same Wi-Fi network that you are trying to add your Nest 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.
- Try pairing Nest Connect while it’s closer to your Wi-Fi router.
- If you use Wi-Fi extenders, try disabling them to pair your Connect.
Nest Protect
Nest Protect Google Nest Protect offline in the Nest app
You might see:
- Your Protect is Offline in the Nest app
- Your Protect history has missing information
Troubleshooting when your Nest Protect is offline >
Problems adding to the Nest app
You might see:
- An error message that begins with P such as P-008 when trying to add your Nest Protect to the Nest app
- A connecting message in the Nest app but your Nest Protect doesn't connect
Nest Temperature Sensor
Nest Temperature Sensor Google Nest Temperature Sensor offline in the Nest app
You might see:
- Your sensor is offline in the Nest app
- Your sensor is not selectable in the Nest app
- Your thermostat is not using your sensor when expected
Troubleshooting when your sensor is offline >
Problems adding to the Nest app
You might see:
- You can’t add your sensor to your Nest app
- An error when trying to add your sensor to the Nest app
Whole Nest home
Whole Nest home Whole Nest home
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, click 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. Here are a few other things to check to help get your Nest home back online:
1. Check the status of the Nest service
Click 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.
2. Check your Nest app version
Make sure that you have the latest version of the Nest app on your phone or tablet.
3. 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.
4. 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.
2. 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.
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 is compatible with Nest products. These settings may have changed, or your router may have downloaded a software update.
5. Troubleshoot your products individually
Additional Wi-Fi and connection information
There are some recommended settings on your modem or router for best results with your Nest products. To see a list of the recommended Wi-Fi settings for Nest products follow this link.
Recommended Wi-Fi settings for Nest products >
Connection issues can be caused by competing wireless signals and even the walls or floors of your home. Issues like this may result in frequent disconnects or slow connection speeds.
Wireless interference and how to troubleshoot it >
There are some routers that are incompatible with some Nest products. For more information, follow this link.
Some routers may cause issues with adding a product or Wi-Fi connections >
Some types of Wi-Fi networks aren’t recommended. These networks include public networks that require you to sign in or accept terms of service. Learn more by following this link.
Types of Wi-Fi networks that aren’t recommended or won’t work with Nest products >