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Nest thermostat is offline

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

If your thermostat doesn't have power

If your thermostat has power

  • Follow the troubleshooting steps in this article.
  • You should be able to control your system with the thermostat but not with the app. Adjust the temperature with your thermostat to stay comfortable while you troubleshoot.

Reconnect your Nest thermostat to Wi-Fi

  • You should have physical access to your thermostat to troubleshoot.
  • If you’re not at home, your thermostat will automatically try to reconnect to your Wi-Fi network at regular intervals as long as it has enough battery power.

Use the interactive troubleshooting guide or follow the instructions in the article below:

Click here for the interactive troubleshooting guide

 

1. Check the thermostat's battery levels

 If your thermostat’s battery level is low, it will disconnect from Wi-Fi. It does this to conserve power, so it can continue to control your system. If your thermostat repeatedly loses battery charge, it may require a C wire or the Nest Power Connector

Nest Thermostat 3/4ths view

Nest Thermostat

The Nest Thermostat lets you know when the battery level is getting low, but you can manually check it any time.

To check the battery level, on your thermostat, open the Menu view and then select Settings  and then Battery Nest Thermostat battery full. The icon changes depending on charge level.

If the status says “Very low,” replace the batteries with new ones. Then, check if your thermostat reconnects. It may take a few moments.

Note: If low battery is a recurring issue or if you think there may be an issue with wiring, check the Troubleshoot when your thermostat won’t turn on article for more help.

Nest thermostat e heating Nest thermostat heating with silver ring

Nest Thermostat E or Nest Learning Thermostat

To check the battery level, on your thermostat, open the Quick View menu select Settings   Technical Info  Power. Find the number labeled “Battery.”

  • If it’s 3.8V or higher, your thermostat is not disconnected because of a low battery.
  • If it’s below 3.6V, there might be a power issue that causes your thermostat to disconnect. Check the Troubleshoot when your thermostat won’t turn on article for more help.
    • If the battery has recently drained past 3.6 volts, it won’t reconnect until it’s reached 3.8 volts.

2. Check for messages and help codes on your thermostat

Sometimes, your thermostat tells you what’s happening. Here are some messages and help codes you might find:

  • Install power wire: If this message appears, it means your thermostat doesn’t get enough consistent power to stay connected to Wi-Fi. To resolve this issue, you need to connect the Nest Power Connector or a C wire.  
  • E298, E73, E74 or E196 help codes: If one of these codes appears, it means your thermostat isn’t getting any power. For help, refer to troubleshoot Nest thermostat help codes.
  • W5 help code: If this help code appears, it means your Nest thermostat can't connect to Wi-Fi. For help, refer to Troubleshoot a Nest thermostat W5 code.
Other help codes: If the help code that appears on your thermostat isn’t listed above, refer to troubleshoot Nest thermostat help codes.

3. Check that you have the latest app version

Make sure that you have the latest version of the Home or Nest app. Visit the Google Play Store or the App Store and update if one is available.

4. Make sure your home Wi-Fi works

Check that you can get online with another device in your home. If you’re using a cellphone, 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 to use another device to double-check. If you can’t connect with any device, contact your Internet Service Provider (ISP) to check the service status in your area.

5. Restart your router

When you restart your router, it resets 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 modem and router combo or they may be separate devices. All the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug in your router and access points. Wait about a minute for them to finish starting up, then plug in your modem.
  3. Wait a couple of minutes or until there’s steady power and connection lights. A quickly flashing data light may also appear.
Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.

6. Restart your Nest thermostat

When you restart your thermostat, it refreshes your connection.

Nest Thermostat 3/4ths view

Nest Thermostat

On your thermostat, open the Menu view and then select Settings  and then Restart and then Restart and then Yes to confirm.

Nest thermostat e heating Nest thermostat heating with silver ring

Nest Thermostat E or Nest Learning Thermostat

 On your thermostat, press the thermostat ring to open the Quick View menu  select Settings   Reset  Restart  turn the ring until you can select Ok.

7. Check for interference 

 Check the Wi-Fi signal strength and ping speed of your Nest thermostat to help determine if interference is what prevents your thermostat from connecting. Interference is typically intermittent, so your thermostat can disconnect and reconnect to Wi-Fi repeatedly if this is the root cause.

Check thermostat connection strength

Nest Thermostat

On your thermostat, go to Settings Nest settings icon and then Network. The connection status (Connected or Disconnected) and the signal strength should appear.

Nest Thermostat E or Nest Learning Thermostat

Note: Depending on your thermostat’s software version, the ping may not be visible. If so, you can check the Nest weave connection instead for information about your thermostat’s connection.

On your thermostat, press the ring to open the Quick View menu  select Settings    Technical Info  Network. Check for 2 numbers: ping speed and signal strength. If the ping isn’t available, you can check the Nest weave connection instead.

Note: If you get “Client not connected on 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. To try to improve your connection, remove 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 10 for more information about router settings.
  • Signal strength: Signal strength is a 100-point scale. Anything less than 50 indicates a weak connection.

Check the Nest weave connection

On your thermostat, open the Quick view menu and then Settings Nest settings icon and then Technical Info and then Nest Weave. Then, check the status.

If the status says “Connected - Remove control unavailable,” there may be an issue with the Nest service.

If the status says “Not connected,” there may be an issue with the router or network.

Check for sources for Wi-Fi interference

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

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

The placement of your router may also cause interference. Since the thermostat is stationary, try moving your router a few feet to the right or left. 

If your router is placed in an area with other electronics, like inside an entertainment center, the devices near it could interfere with the connection to your thermostat.

For more information and steps to take to troubleshoot wireless interference, refer to troubleshoot wireless interference.

8. Temporarily connect thermostat to a new network

If the thermostat and the network it’s connected to aren’t compatible, it might cause the thermostat to disconnect or go offline. 

Temporarily connect your thermostat to a mobile hotspot to check how the thermostat behaves when connected to a different network. To do this step, you need a mobile device that can be used as a mobile hotspot.

Note: If you can’t do this step, skip to the next step.

  1. In your mobile device’s settings, turn on mobile hotspot. Note: You need the hotspot name and password to connect to the hotspot, so take note of those.
  2. Find the steps on how to reset your thermostat’s Wi-Fi connection below, and then connect to the hotspot.
If the connection to the mobile hotspot is successful, skip to step 10.

9. Reset your thermostat's Wi-Fi connection

 Nest Thermostat

To reset your thermostat’s connection, you need to remove your thermostat from your account in the Home app and then set it up again. Keep in mind that you can skip the installation process and much of the setup steps.

  1. Open the Google Home app .
  2. Touch and hold your thermostat's tile.
  3. Tap Settings   Remove device.
  4. On your thermostat, go to Settings Account Disconnect.
  5. In the Home app , tap  at the top left of the home screen.
  6. Tap Set up device  New device.
  7. Choose a home  Select Thermostat (It may specify which thermostat, select Nest Thermostat).
  8. Scan the QR code on the back of the thermostat display.
  9. When you reach the “Installing your thermostat screen, tap Already installed.
  10. You can then skip most of the usual setup steps until you reach the Wi-Fi setup step. When you get to the Wi-Fi setup step, enter the new password and network name.

Nest Thermostat E or Nest Learning Thermostat

Note: Depending on your thermostat’s software version, you may have the option to reset your thermostat’s network. When you reset your thermostat’s network, all the network information on your thermostat is removed. If you don’t find the option to reset the network, continue to step 10.

1. Reset the network

  1. On your thermostat, open the Quick View menu.
  2. Select Settings Nest settings icon and then Reset.
  3. Select Network and choose ResetNote: If this option doesn’t appear, continue to step 10.
  4. Confirm that you’d like to reset your network settings.

2. Reconnect your thermostat to Wi-Fi

  1. On your thermostat, open the Quick View menu.
  2. Select Settings Nest settings icon and then Reset.
  3. Choose your Wi-Fi network name and enter your password if prompted.
  4. If your thermostat still has trouble connecting, go to step 10 and check the settings on your Wi-Fi router or access point. You can also try to disable any range extenders you may have installed for your Wi-Fi network.

3. Reconnect your thermostat to the app

  1. On your thermostat, open the Quick View menu.
  2. Select Settings Nest settings icon and then Nest app.
  3. Follow the instructions.
10. Other considerations
  • 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. Temporarily lower these settings while you connect your Nest thermostat, once connected, you can set them back to your preferred settings.
  • Refer to your Wi-Fi router or access point documentation for steps on how you can exempt a Nest thermostat from these restrictions.
  • If you still can’t connect your thermostat after you change parental control or firewall settings, make sure you use settings that allow your thermostat to connect to your home Wi-Fi: 
    • Enable 802.11 b/g/n if you have an 802.11 ac router.
    • Set your Wi-Fi router's DHCP lease time to at least two hours.
    • Turn on your router’s Power Save Mode (PSM) For complete instructions, go to recommended Wi-Fi settings.

A few older routers are incompatible with Nest products. Some incompatibility problems can be resolved when you update the router’s software or firmware.

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