Troubleshoot when your Nest thermostat is offline

 

Follow these steps if your Nest thermostat has been previously connected to your Wi-Fi network but disconnects repeatedly or you see that it's offline in the Nest app or on the thermostat display.

If your thermostat doesn't have power

If your thermostat has power

  • You'll be able to control your system with the thermostat, but not with the app.
  • Follow the troubleshooting steps in this article.
  • Try adjusting the temperature with your thermostat to stay comfortable while you troubleshoot.
  • Even if it’s offline, your thermostat will continue to follow your temperature schedule and maintain Safety Temperatures.

How to reconnect your Nest thermostat to Wi-Fi

  • You should have physical access to your thermostat to troubleshoot. 
  • If you are not at home, your thermostat will automatically try to reconnect to your Wi-Fi network at regular intervals.
  • If your thermostat disconnects and reconnects frequently, the most common reasons are router settings or Wi-Fi interference.

1. Make sure your home Wi-Fi is working 

Check that you can get online with another device in your home. If you’re using a cell phone, turn on Airplane mode and then turn on Wi-Fi to make sure you don’t use cellular data to test your connection.

If you can’t connect, try using another device to double-check. If you can’t connect with any device, contact your internet service provider to check the service status in your area.

2. 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 “The Nest service can’t be reached right now” in the Nest app.

Wait for the Nest service to resume to see if your thermostat comes back online.

3. Check that you have the latest app version 

Make sure that you have the latest version of the Nest app. Visit the   and tap Update if one is available.

4. Restart your Nest thermostat

Restarting your thermostat will refresh your connection.

Press the thermostat ring to bring up the Quick View menu  Settings   Reset  Restart  Turn the ring until you can select Ok.

5. Check the Nest thermostat's battery levels 

If your thermostat’s battery level is low, it will disconnect from Wi-Fi. This is to conserve power so it can continue controlling your system.

To check your battery level, press the thermostat ring to bring up the Quick View menu Settings   Technical Info  Power. Look for the number labeled Battery.

6. Restart your router 

Restarting your router will reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters.

  1. Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router will restart. Wait a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light.

Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.

7. Check for interference 

Checking the Wi-Fi signal strength and ping speed of your Nest thermostat can help determine if interference is preventing your thermostat from connecting.

To check your signal strength and ping

Press the ring to bring up the Quick View menu  Settings    Technical Info  Network. Look for two numbers: ping speed and signal strength.

Note: If you see Client not connected in this menu, you should check for sources of interference below.

  • Ping: Ping shows how long it takes for messages from your thermostat to travel to Nest servers and back. Ping speed should be lower than 1500 ms. You can try to improve your connection by removing sources of Wi-Fi interference below.
    • Important: If the ping speed is 0, the Nest thermostat is connected to the network but not communicating with our servers, usually due to router firewalls or other network settings. Continue to step 8 below for more information about router settings.
  • Signal strength: Signal strength is a 100 point scale. Anything less than 50 indicates a weak connection.

Check for sources for Wi-Fi interference

If your thermostat’s ping is above 1000 or its signal strength is below 50, try turning off any devices that operate on a 2.4 GHz frequency, then check ping and signal strength again. Here are some devices that might cause problems:

  • Cordless phones
  • Baby monitors
  • Microwaves
  • Bluetooth devices
  • Wireless video equipment

For more information and steps to take to troubleshoot wireless interference, see the article below.

            Learn about wireless interference and how to troubleshooting

8. Reset your thermostat's connection 

Press the thermostat's display to bring up the Quick View menu. 

  1. Go to Settings Nest settings icon and then Reset.
  2. Then select either Network or Account connection and choose Reset.
  3. Confirm that you’d like to Reset your network settings.

To  reconnect your thermostat to Wi-Fi:

  1. Go to Settings  Nest settings icon and then Network on your thermostat.
  2. Choose your Wi-Fi network name and enter your password if prompted.
  3. If your thermostat still has trouble connecting, go to step 9 below and take a look at the settings on your Wi-Fi router or access point. You can also try disabling any range extenders you may have installed for your Wi-Fi network

To reconnect your thermostat to the app:

  1. Go to Settings  Nest settings icon and then Nest app on your thermostat
  2. Follow the thermostat's instructions.

9. Parental controls or firewall security

  • Incompatible settings on your home Wi-Fi router or access point can cause your thermostat to disconnect from Wi-Fi.
  • Highly restrictive firewall security or parental controls can block communication with Nest servers.
  • Refer to your Wi-Fi router/access point documentation to see how you can exempt the Nest thermostat from these restrictions.
  • If you still can’t connect your thermostat after changing parental control or firewall settings, make sure you’re using settings that allow your thermostat to connect to your home Wi-Fi. Check Recommended Wi-Fi settings for more information.

10. Check the incompatible list 

Even if your router is on the incompatible list linked below, some incompatibility problems can be resolved by changing the router settings or by updating its software or firmware. 

Wi-Fi routers that are incompatible with Nest products

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