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.

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

connection icon                                                                              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 all products offline
  • 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 >

Thermostat leaf screen                                                                                                     Nest thermostat          

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 an Offline icon Nest offline icon on your thermostat

             Troubleshooting 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 Blue loading loop but your thermostat doesn't get an entry key

             Troubleshooting adding a Nest thermostat to the Nest app >

Problems connecting to Wi-Fi

You might see:

  • Failed to connect message on your thermostat
  • A spinning blue ring Blue loading loop but your thermostat doesn't connect

           Troubleshooting connecting your Nest thermostat to Wi-Fi >

Nest Protect 2 image                                                                                                           Nest Protect  

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
  • connecting message in the Nest app but your Nest Protect doesn't connect

                Troubleshooting adding a Nest Protect to the Nest app >

camera indoor imageCam IQ outdoor image                                                                                 Nest Camera

Nest Cam offline

You might see:

  • Your camera is Offline in the Nest app
  • You can't view live video and your Nest app says that your camera is offline or not connected
  • There are gaps in your video history and you may see that your camera was off or offline

Troubleshooting when your Nest Cam is offline >


Problems when adding to the Nest app

You might see:

  • An error message that begins with C, such as C-380
  • connecting message in the Nest app but your Nest Cam doesn't connect

Troubleshooting when adding a Nest Cam to a Nest account >


all products icon                                                                                                    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.

           How to check the app version 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 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.

       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. 

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 >





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