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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

  • You should be able to control your system with the thermostat, but not with the app.
  • Follow the troubleshooting steps in this article.
  • Try to adjust the temperature with your thermostat to stay comfortable while you troubleshoot.
  • Even if it’s offline, your thermostat should continue to follow your temperature schedule and maintain Safety Temperatures. You can also change any options or settings on your thermostat, but not with the app.

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 should 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.

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

Click here for the interactive troubleshooting guide

 

1. 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.

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

Wait for the Nest service to resume to check 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 Home or Nest app. Visit the Google Play Store or the App Store and update if one is available.

4. 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.

5. Restart your Nest thermostat

When you restart your thermostat, it refreshes your connection.

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.

6. 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.

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 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

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

8. Reset your thermostat's Wi-Fi connection

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 on your thermostat.
  3. Follow the instructions.

10. 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 or access point documentation for steps on how you can exempt the Nest thermostat from these restrictions.
  • If you still can’t connect your thermostat after you change parental control or firewall settings, make sure you useg settings that allow your thermostat to connect to your home Wi-Fi. Check Recommended Wi-Fi settings for more information.

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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