Troubleshoot a Nest thermostat w5 error

A w5 error means your thermostat can’t connect to Wi-Fi. Follow the steps below to troubleshoot this error.

1. Check for a w5 error

Note: You can only check for a w5 error directly on your thermostat. The error doesn’t appear in the Nest app.

When the error first occurs, your thermostat displays a message that says it’s unable to connect to Wi-Fi. The message ends with nest.com/w5.

Tip: The link nest.com/w5 should take you to this page.

If you dismissed the w5 error, you can check your thermostat’s Network menu to confirm that a w5 error has occurred. 

  1. Press on the thermostat ring to open the Quick View menu.
  2. Select Settings .
  3. Turn the ring until Network appears. You may see one of these messages:
  • Error - nest.com/w5. This is the w5 error.
  • The name of your Wi-Fi network: This is not a w5 error.
  • Not connected: This is not a w5 error.

If there is a w5 error, restart your thermostat.

If there’s no w5 error but your thermostat is offline or experiences intermittent connectivity issues, try the steps in the Troubleshoot Wi-Fi and connection issues article.

2. Restart your thermostat

Note: Your thermostat doesn’t lose any of your customized information or settings if you restart it. Once your thermostat boots up you can continue to use it as before.

  1. Press on the thermostat ring to open the Quick View menu.
  2. Go to Settings .
  3. Select Reset.
  4. Select Restart.
  5. After your thermostat restarts, you can try to reconnect it to Wi-Fi if you go to Settings Network and choose the network name you want to connect your thermostat to.

If you restart your thermostat and there is still a w5 error, update your thermostat’s software.

3. Update your thermostat's software

  1. Press on the thermostat ring to open the Quick View menu.
  2. Go to Settings .
  3. Select Software.
  4. If a new update is available, select Update.
  5. After your thermostat updates, you can try to reconnect it to Wi-Fi if you go to Settings Network and choose the network name you want to connect your thermostat to.

If your thermostat is up to date and the w5 error still occurs, contact Nest support for further troubleshooting.

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