Troubleshooting when Nest Detect disconnects or is offline in the Nest app
Nest Detect does not use Wi-Fi
The Nest Detects in your home work a little differently than other Nest products do. Detects don’t use Wi-Fi to communicate with the Nest Service. Instead, they talk directly to your Guard. Your Guard then uses Wi-Fi to send alerts and other information to the Nest app on your phone. So even if your home Wi-Fi goes down, your Detects can still tell Guard to sound the alarm (but you won’t get a notification on your phone unless you have a cellular backup subscription).
Here are some things to keep in mind if your Detect is offline:
– If your Detect is having trouble reaching Guard or Connect, it will appear as Offline in the Nest app.
– As long as your Detect is offline, it won’t be able to alert Guard when a door or window is opened or closed, or when there’s motion in a room.
– One Detect being offline won’t affect the rest of the Detects in your home. As long as the other Detects are online and working normally, they’ll continue to sense activity and tell Guard to sound the alarm if needed.
– If you’re using a Nest Connect to extend the range of your alarm system throughout your home, some of your Detects might talk to the Connect instead. Your Connect will then talk to your Guard. So if both Connect and Detect appear as offline in the Nest app, you should start by troubleshooting Connect.
If your Detect is offline, read below for some steps to help you troubleshoot.
If you’re having trouble with something else like adding your Detect to your account in the Nest app or you are trying to troubleshoot a different Nest product, follow this link:
Troubleshooting Nest Detect offline
Since Detect needs Guard to connect to the internet, check that your Guard is online and in range of your Detect.
If Guard is offline, the Nest app will tell you. Follow this link for steps to take to help get it back online.
Troubleshooting when Nest Guard is offline in the Nest app:
Note: If Guard is offline, then your Detects will also appear as Offline. Guard can still sound the alarm if any of your Detects senses activity, thanks to the Nest Weave network. But you won’t get an alert on your phone.
If the Nest service is down, all of your Nest products will be 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 Detect and other Nest products come back online.
Since your Detects connect to your Guard, check to make sure your Guard has the latest software. Press and hold the 2 button on your Guard until you hear Release to check for updates.
For more information on updating Nest Guard check the following article: “How to keep your Nest products up to date”
Push the button on your Detect.
Your Detect will light up to let you know its status. If everything is okay, your Detect will glow blue or green.
If Detect’s light is yellow, you can use the Nest app to see the battery level the last time your Detect was connected.
If the battery level was low, replace the battery.
Try refreshing your Detect’s connection by restarting it.
Note: Make sure not to reset your Nest Detect to factory defaults or you’ll have to remove it from your account and add it back again in the Nest app.
After you restart your Detect, check if your Detect is back online in the Nest app. Frequent disconnects are a sign of a poor connection between your Detect and your Guard or Connect.
An easy way to tell if you’re having a range issue is to set your system to Off , unplug Guard, and temporarily plug it into an outlet closer to the Detect that’s having the problem.
Wait a few minutes.
If your Detect comes back online after moving Guard closer, it means the spot you’ve chosen for your Detect may have been too far away from Guard’s original location.
You have a few options. Choose the one that works best for you:
– You can move Guard back to its original spot, uninstall Detect and install it somewhere closer to Guard.
– Or you can keep Guard in its new location. Just make sure none of your other Detects start going offline after you move Guard.
– If you want to use Guard in its original location and keep your Detect where it is, you can always purchase a Nest Connect to help extend the range of your system.
Note: Make sure your Detect is installed correctly and attached to the backplate. If you’re not sure, try removing it from the backplate and reattaching it.
Even if your Detect is in range of your Guard, something may be interfering with the connection.
Draw an imaginary straight line between your Detect and Guard. Any time the the line between your Detect and Guard is blocked by something it might be causing interference.
Thick walls, furniture, appliances, and other electronics can reduce the range your Detect can connect to your Guard.
Consider installing your Detect closer to your Guard.
You can also move your Guard closer so it can connect to your Detect, or purchase a Nest Connect to extend the range of your Guard.
After you’ve ruled out interference, try resetting your Detect to factory defaults. You’ll need to add your Detect back to your account in the Nest app after.
Important: You should double check the previous troubleshooting steps before resetting your Nest Detect. Resetting your Nest Detect will remove all of your settings and history.
If none of the troubleshooting steps mentioned above works for you, you may want to consider purchasing a Nest Connect to help extend the range of your alarm system throughout your home.