Troubleshooting when Nest Guard disconnects or is offline in the Nest App

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If your Nest Guard is listed as Offline in the Nest app, it has become disconnected from the internet. Unless you have a cellular backup subscription, you won’t be able to arm or disarm your system with the Nest app or get mobile alerts and notifications about any security events.If your Guard is Offline in the Nest app, or you get a message saying that your Guard was disconnected from the internet, here are some steps you can take to help get your Nest security system back online.

Note: Because Detects connect to the internet through your Guard, they may also be listed as Offline in the app. Once you get your Guard back online, Nest Detects should reconnect as well.

If your Nest Guard is offline, read below for some steps to help you troubleshoot your offline Nest Detect.

Troubleshoot Nest Guard’s offline

1. Make sure your home’s Wi-Fi is working

Since your Guard uses your home Wi-Fi network to connect to the internet, check that you can get online with another device in your home.

You can visit any website 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. To help make sure you’re not using cellular data, turn on your phone’s 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.

Note: If you’ve changed your router or Wi-Fi network name or password, see the following article for instructions on how to reconnect Guard. “What to do if you’ve changed your router or Wi-Fi network”

2. Check the status of the Nest service

If the Nest service is down, you may see your Guard 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 Guard 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 Apple App Store or Google Play.

4. Restart your Guard

Restart your Guard to refresh its internet connection.

After restarting you can press the Info  button to check if the issue is resolved. If the info button is not lit up, there are no issues for Guard to report.

Frequent disconnects are a sign of a poor connection between your Guard and your home Wi-Fi network. Continue reading for additional steps you can take to help keep your Nest Guard connected.

5. Restart your router

Restarting your router will reset your internet connection.

If possible, disable any Wi-Fi range extenders or repeaters and test your connection without them. If Nest Guard connects without your range extenders, make sure your extender uses the same settings as your router. If the issue

persists with your extenders, your extender may be incompatible with Nest Guard.

Here’s how to restart your router:

– 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.

– Wait for 30 seconds, then plug your modem and router back in.

– 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.

6. Check for interference

If your Guard is still offline, check for sources of interference. Almost every network is subject to wireless interference which can cause your Guard to disconnect.

Unplug your Guard and move it closer to your Wi-Fi router and see if the connection improves. If it does, the location you’ve chosen for your Nest Guard might be out of range of your router.

Check for sources of Wi-Fi interference:

Draw an imaginary straight line between your router and Guard. Any time the the line between your router and Guard is blocked by something it might be causing interference.

Thick walls, furniture, appliances, and other electronics can reduce the range your Guard can connect to your router.

Try turning off any devices that operate on a 2.4GHz frequency, then see if your connection is stronger. 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 following article. “Learn about wireless interference and how to troubleshoot it”

7. Check the settings on your Wi-Fi router/access point

Incompatible settings on your home Wi-Fi router or access point can cause your Nest products to disconnect or to show up as 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 Guard from these restrictions.

If you still can’t connect Guard after checking your parental controls or lowering your firewall, make sure you’re using settings that allow Guard to connect to your home Wi-Fi.

Follow this link for more information. “Recommended Wi-Fi network and router settings for use with Nest products”

8. Check cellular coverage (if applicable)

If you subscribe to cellular backup, keep in mind Nest Secure will appear as offline in the Nest app when both Wi-Fi and cellular backup are down. So in addition to fixing any Wi-Fi issues, you might need to move Guard to a spot with better cell coverage.

To test cell coverage, temporarily unplug your Wi-Fi router, set your system to Off  , and move Guard to a new spot in your home. Then wait about 5 minutes and see if it comes back online in the Nest app using cellular backup. If it doesn’t, then try moving Guard to different spots around your home until you find a one with a strong enough signal for your Guard to come back online. Don’t forget to plug your Wi-Fi router back in when you’re done.

9. Reset your Guard to factory defaults

After you’ve ruled out Wi-Fi interference and checked your router settings, reset your Guard to factory defaults. You’ll need to add your Guard back to your account in the Nest app.

Important: You should double check the previous troubleshooting steps before resetting your Guard. Resetting your Guard will remove all of your settings and history. You’ll also need to pair any Nest Detects in your home again.

If you are still having trouble. Please contact us and we would be happy to help!