Troubleshoot a Works with Nest connection

 

Works with Nest (WWN) was the original way that third-party partners could access and control your Nest products. They were fully integrated with a Nest product and could check and change its status. Works with Nest connections will continue to work for those users who have a non-migrated Nest Account in the Nest app for as long as our partners support them. 

Today, third-party partner devices that carry the Works with Google Home badge, or older Works with Hey Google and Works with Google Assistant badges, can be connected to Google Home, so you can configure and control them anywhere you interact with Google: on phones and tablets through the Google Home app and Android home controls, on Nest speakers and displays, and of course using your voice on any device with the Google Assistant. You can use the Google Home app to create Routines to automate your homes and devices, including with Home & Away Routines.

If a Works with Nest (WWN) connection has stopped working, here are troubleshooting steps to resolve potential problems.

1. Make sure nobody else changed the WWN connection

If a WWN connection has suddenly disappeared in the Nest app, it’s a good idea to check with the other people who are sharing access to your Nest home. 

• If the Owner of the home has migrated to a Google Account, Works with Nest connections will stop working. New Works with Google connections for your products may be available in the Google Home app but they will work differently than WWN connections.
  Connect your products to Works with Google
• Check with other people who shares access to your home with the Nest app, they may have deleted the WWN connection.
• Your WWN product needs to be connected to the Nest app in order for it to work.

2. Check the status of your Nest products

• You need to be able to access your account in the Nest app. On rare occasions, Nest services will be temporarily unavailable, usually for scheduled maintenance.
  
  If we’re currently performing maintenance on the Nest Service or if there is another issue, we’ll tell you about it.

1. Check the Nest Service status now
2. Note: If the Nest Service is unavailable, some of your Nest products may continue to work, but you won’t be able to control or view them with the Nest app. WWN connections also won’t work until service is restored.

• Your Nest products need to be powered on and connected to Wi-Fi and the internet. If any of your products appear as OFFLINE on the app home screen, see the article below for detailed troubleshooting instructions.
  Troubleshooting Offline status >

3. Check the status of WWN products

• Any other products that your WWN connection needs to work must be powered on and connected to the Internet.
• Your WWN connection also depends on a separate online service that’s provided by the WWN developer. This enables their products to connect to the Internet and to your Nest products.

1. Make sure that any devices you need for the WWN connection, such as a fitness tracker or appliance, are plugged in or charged up, and working as needed. If they can’t get online to communicate with Nest products, the WWN connection won’t work. Please contact the device manufacturer for specific troubleshooting steps.
2. Check that the online service provided by the WWN developer is live. The WWN developer may notify you of a service outage via email, through their mobile app, or on their website. You can also try contacting them directly.
3. Check when the WWN connection was last active:

• On the Nest app home screen, tap Settings 
• Tap Works with Nest 
• Select the WWN connection you want to view.
• Look next to Last used to see when it was last active.
• Keep in mind, if you’re sharing access to your Nest home with Family Accounts, someone else might have tried to use the connection.

If the time and date doesn’t match when you or someone else last tried to use the WWN connection, this indicates that there is another issue.

For a Nest thermostat issue, try resetting the connection as described in  the next section.

4. Reset your Nest thermostat’s WWN connection

You may be able to reset your thermostat’s Works with Nest connection. This option is available for Nest thermostats in the US and Canada, and if you haven’t migrated to a Google Account. 

1. Remove your thermostat from the Nest app. Tap your thermostat on the Nest app home screen, then tap Settings. Scroll down and select Remove thermostat.
2. On your thermostat, go to SettingsResetWWN Connection.
3. Select Reset and confirm that you want to reset. Your thermostat will restart.
4. Go to SettingsNetwork and reconnect your thermostat to Wi-Fi
5. Go to SettingsNest app and get the entry key.
6. Start the Nest thermostat installation flow again. On the Nest app home screen tap SettingsAdd product. Choose your thermostat and select Already installed to skip ahead to the entry key step. Type in the entry key you see on the thermostat screen.

5. Contact the WWN connection developer for help

If you’ve followed all of the above steps but your WWN connection still isn’t working, contact the WWN developer. Because of the wide variety of WWN connections, each one will have specific requirements, so the developer will be best equipped to help you.