Troubleshooting when your Nest thermostat disconnects or is offline in the Nest app

 

Here are some steps to follow if your Google Nest thermostat has been previously connected to your network but disconnects repeatedly or shows Offline on the thermostat or in the Nest app.

You’ll still be able to control your heating or cooling

In most cases, even if your thermostat is offline, you’ll still be able to control your heating and cooling with the thermostat. If you’re experiencing a connection issue, try adjusting the temperature with your thermostat by turning the ring to stay comfortable while you troubleshoot.

If you’re away from home

Important: Before you begin troubleshooting, you should have physical access to your thermostat. If your thermostat is offline, it won’t have a way to receive a signal to restart. You’ll need to troubleshoot in person or wait for it to automatically reconnect.

Your thermostat follows your temperature schedule if it drops offline. If you set your thermostat to Eco before you left, it will still be in Eco even if it’s offline. Your thermostat will also stay within your Safety Temperatures to help prevent your home from getting too hot or too cold.

Your thermostat will automatically try to reconnect

Your thermostat will automatically try to reconnect to your network at regular intervals. If your thermostat remains offline in the Nest app for an extended period of time, it was unable to reconnect to your home Wi-Fi network. If your thermostat was unable to reconnect on its own, here are some steps you can take.

Note: If your thermostat disconnects and reconnects frequently, the most common reasons are settings on your router or Wi-Fi interference. You may want to troubleshoot those first.

Reconnect your Nest thermostat

Follow these steps to help get your thermostat reconnected:

1. Make sure your home Wi-Fi is working 

Since your Nest thermostat uses your home Wi-Fi network, check that you can get online with another device in your home. You can visit nest.com to check if your connection is working. If you’re using a cell phone, make sure you don’t use cellular data to test your connection.

Tip: To help make sure you’re not using cellular data, turn on Airplane mode and then turn on Wi-Fi.

If you can’t connect, try using a different 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 your thermostat is Offline. You may also 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 your Nest app version 

Make sure that you have the latest version of the Nest app on your phone or tablet. You can download it for free from the  . To make sure you have the newest version, visit the app store and look for an Update button

4. Check the Nest thermostat's battery levels 

If your thermostat’s battery level is low, it will disconnect from the internet.

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.

Once your battery level gets below 3.6V, your Nest thermostat will disconnect from Wi-Fi. If your battery is low, you may have a wiring issue. Follow this link for a list of reasons why your thermostat may have a low battery and steps you can take.

          My Nest thermostat has a low battery >

Once its battery reaches 3.8V, your thermostat will try to reconnect to Wi-Fi.

If the battery level is 3.8V or higher, your thermostat is not disconnected because of a low battery and you should continue troubleshooting below.

5. 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.

6. Restart your router 

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

Here's how to restart your router:

  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.

  • Signal strength: Signal strength is a 100 point scale. Anything less than 50 indicates a weak connection.

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.

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 troubleshoot it >

8. Reset your thermostat's connection 

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

  1. Go to and then 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. Check the settings on your Wi-Fi router or access point 

Incompatible settings on your home Wi-Fi router or access point can cause your thermostat to disconnect or show offline in the Nest app.

Parental controls or firewall security

High 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 checking your parental controls or lowering your firewall, make sure you’re using settings that allow your thermostat to connect to your home Wi-Fi. Follow this link for more information:

          Recommended Wi-Fi settings >

10. Check the incompatible list 

If after you check your router’s settings your Nest thermostat still won’t connect to your home Wi-Fi network, check that your router or modem is not on the incompatible list.

Note: Even if your router is on the incompatible list, some incompatibility problems can be resolved by changing your router settings or by updating firmware.

         Wi-Fi routers that are incompatible with Nest products >

If you need help adding a Nest thermostat to the Nest app, you're trying to troubleshoot a different Nest product, or all of your Nest products are offline, follow this link:

                  Troubleshooting Wi-Fi and connection issues >

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