Nest thermostat is offline

 

 ​ ​Use our easy troubleshooter for guided steps.  Start the troubleshooter

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 app or on the thermostat display.

Tip: If you recently changed your Wi-Fi password, skip to step 9.

If your thermostat doesn't have power

• Your thermostat will show a blank screen and the display will be unresponsive.
• Follow the steps in Troubleshoot when your thermostat won't turn on.

If your thermostat has power

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

1. Check the thermostat's battery levels

 If your thermostat's battery level is low, it'll disconnect from Wi-Fi. It does this to conserve power, so that 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 Learning Thermostat (4th gen) When the battery is low, it displays a dark yellow light. To check the battery level, on your thermostat, select Settings   Equipment  Power info. A power issue might cause a battery low state. If charging the thermostat won't solve the issue, go to Troubleshoot when your thermostat won't turn on for more help.
	Nest Thermostat The Nest Thermostat lets you know when the battery level is getting low, but you can manually check it at any time on your thermostat: Open the Menu view  select Settings   Battery . 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 that there may be an issue with wiring, check Troubleshoot when your thermostat won't turn on for more help.
	Nest Thermostat E or Nest Learning Thermostat (3rd gen or earlier) Check the battery level on your thermostat: Open the Quick View menu, select Settings   Technical info Power. Find the number labelled 'Battery'. If the battery has recently drained past 3.6 volts, it won't reconnect until it's reached 3.8 volts. 3.8 V or higher: Your thermostat isn't disconnected because of a low battery. Below 3.6 V: There might be a power issue that causes your thermostat to disconnect. Check Troubleshoot when your thermostat won't turn on for more help.

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 that you might find:

• Install power wire: 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.
• E448, E298, E73, E74 or E196 help codes: Your thermostat isn't getting any power. For help, refer to troubleshoot Nest thermostat help codes.
• W5 help code: Your Nest thermostat can't connect to Wi-Fi. For help, refer to Troubleshoot a Nest thermostat W5 code.

For other help codes: 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 that your home Wi-Fi works

Check to verify if you can get online with a different device at home. If you're using a mobile phone, turn on aeroplane mode and then turn on Wi-Fi to make sure that you don't use mobile data to test your connection.

If you can't connect, use another device to verify. If no device connects, contact your Internet service provider (ISP) to check the service status.

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 that you're using. You may need to consult your router's user manual for specific instructions on how to restart your router.

1. Unplug your modem and router. You may have a modem and router combo or they may be separate devices. All of 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.

6. Restart your Nest thermostat

When you restart your thermostat, it refreshes your connection.

	Nest Learning Thermostat (4th gen) On your thermostat, press the display to open the menu view  turn the dial to Settings  Restart . Your thermostat will take a few minutes to restart.
	Nest Thermostat On your thermostat, open the Menu view  select Settings   Restart  Restart Yes to confirm.
	Nest Thermostat E or Nest Learning Thermostat (3rd gen or earlier)  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 your Wi-Fi signal strength 

 Check the Wi-Fi signal strength and ping speed of your Nest thermostat to help determine if interference or distance from the router 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 or Nest Learning Thermostat (4th gen)

On your thermostat, go to Settings   Network. The connection status (connected or disconnected) and the signal strength should appear. If the signal strength is low, try moving your router closer to your thermostat or installing a Wi-Fi extender. If that doesn't help, check below for sources of interference.

Nest Thermostat E or Nest Learning Thermostat (3rd gen or earlier)

On your thermostat, press the ring to open the Quick View menu  select Settings   Technical info  Network. Check for two 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 1,500 m/s. To try to improve your connection, remove sources of Wi-Fi interference below.
  • 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.
  • Depending on your thermostat's software version, the ping may not be visible. If so, check the Nest Weave connection instead for information about your thermostat's connection.
• Signal strength: Signal strength is a 100-point scale. Anything less than 50 indicates a weak connection. Try moving your router closer to your thermostat or installing a Wi-Fi extender.

Check the Nest Weave connection (certain thermostats only)

On your thermostat, open the Quick view menu Settings Technical info Nest Weave. Then, check the status.

Connected – remote control unavailable: There may be an issue with the Nest service.

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 1,000 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 centre, 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. Connect thermostat to a new network

If the thermostat and the network that it's connected to aren't compatible, it might cause the thermostat to disconnect.

Temporarily connect your thermostat to a mobile hotspot to check how the thermostat behaves when connected to a different network. You need a mobile device that can be used as a mobile hotspot. Skip to the next step if you don't have a mobile hotspot.

1. In your mobile device's settings, turn on mobile hotspot. Make sure that you have the hotspot name and password available.
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 Learning Thermostat (4th gen) and Nest Thermostat

1. Open the Google Home app .
2. Tap Favourites or Devices .
3. Touch and hold your thermostat's tile.
4. Tap Settings .
5. Tap Device information Wi-Fi.
6. Follow the instructions in the app to connect your thermostat to the Wi-Fi network.

Nest Thermostat E or Nest Learning Thermostat (3rd gen or earlier)

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   Reset.
3. Select Network and choose Reset. Note: 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   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 that 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 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 to test if they're the cause.
• Refer to your Wi-Fi router or access point documentation for steps on how to 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 that 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.

For additional assistance, contact customer support.