Troubleshooting WiFi and connection issues

<= Back

If you’re having trouble adding Nest products to your account, or your Nest products are offline in the Nest app, this article will help you find the steps you’ll need to fix the problem.

New router or Wi-Fi password

You might see:

– The home icon in the Nest app changes to an Offline icon 

Offline below your home icon in the Nest app

Offline below all of your Nest products in the Nest app

– You can’t control any of your Nest products with the Nest app

Nest thermostat offline in the Nest app

You might see:

– Your thermostat Offline in the Nest app

– You can’t control your thermostat with the Nest app

– You see an Offline icon  on your thermostat

Problems adding to the Nest app

You might see:

– An Entry Key Error message on your thermostat

– A spinning blue ring  but your thermostat doesn’t get an entry key

Problems connecting to Wi-Fi

You might see:

– A Failed to connect message on your thermostat

– A spinning blue ring  but your thermostat doesn’t connect

Nest Detect

Nest Detect offline

Use this link if your Nest Detect is already added to the Nest app, but it’s gone offline.

Can’t pair Nest Detect

Use this link if you’re having trouble adding your Nest Detect to the Nest app. You might also get a pairing error such as 030.

Nest Guard

Nest Guard offline

Use this link if your Nest Guard is already added to the Nest app, but it’s gone offline.

Can’t pair Nest Guard

Use this link if you’re having trouble adding your Nest Guard to the Nest app. You might also get a pairing error such as 030.

Nest camera or doorbell offline in the Nest app

You might see:

– Your camera or doorbell is offline in the Nest app

– You’re unable to view live video

– You see gaps in video history

– You see Your camera was off or offline

Problems connecting to the app during setup

You might see:

– You can’t add your Nest camera or doorbell to the Nest app

– A C error such as C-380 when trying to add your camera or doorbell to the Nest app

Nest × Yale Lock offline in the Nest app

You might see:

– Your lock is offline in the Nest app

– You’re unable to lock or unlock your lock with the Nest app

– Your lock history shows missing information

Problems adding to the Nest app

You might see:

– You can’t add your Nest × Yale Lock to the Nest app

– An error such as can’t connect to the lock

Nest Connect offline

You might see:

– Other products that use your Connect are Offline in the Nest app

Problems adding to the Nest app

You might see:

– You can’t add your Nest Connect to the Nest app

Make sure your Connect isn’t already added:

– Tap the Settings icon  on the Nest app home screen.

– Scroll down and see if you have Nest Connect already in your account.

If your Nest Connect isn’t already in your account, try some of the steps below.

Troubleshooting:

– Try restarting your phone before adding your connect again.

– Make sure your phone is on the same Wi-Fi network that you are trying to add your Nest Connect to.

– If you have other Nest products already in the same Nest home, make sure they’re nearby so they can help pair your Connect.

– Try pairing Nest Connect while it’s closer to your Wi-Fi router.

– If you use Wi-Fi extenders, try disabling them to pair your Connect.

Nest Protect offline in the Nest app

You might see:

– Your Protect is Offline in the Nest app

– Your Protect history has missing information

Problems adding to the Nest app

You might see:

– An error message that begins with P such as P-008 when trying to add your Nest Protect to the Nest app

– A connecting message in the Nest app but your Nest Protect doesn’t connect

Nest Temperature Sensor offline in the Nest app

You might see:

– Your sensor is offline in the Nest app

– Your sensor is not selectable in the Nest app

– Your thermostat is not using your sensor when expected

Problems adding to the Nest app

You might see:

– You can’t add your sensor to your Nest app

– An error when trying to add your sensor to the Nest app

Whole Nest home

If every Nest product in your home is offline, your whole Nest home is disconnected and you’ll see an exclamation point in the middle of your home icon.

If you only have one Nest product, click your product above and try to troubleshoot that product individually before you try to troubleshoot your whole Nest home.

If you have more than one Nest product and they’re all offline, restarting your router is a good first step. Here are a few other things to check to help get your Nest home back online:

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 Nest products Offline. Wait for the Nest service to resume to see if your Nest products come back online.

Check your Nest app version:

Make sure that you have the latest version of the Nest app on your phone or tablet.

– Check if the power is out

Obviously, if you’re at home, you’ll know the power is out. If you’re away, you may not know that there’s been a power outage. When the power is out, your home Wi-Fi network will be down, and all of your Nest products will be Offline in the Nest app. Try contacting your local power company to see if there is an outage in your area.

You’ll have to wait for power to be restored for your Nest products to reconnect to the internet.

Internet service provider outages:

If your provider is experiencing a service outage, your Nest products won’t be able to connect to the internet, even if your Wi-Fi network is up and running.

To check, visit nest.com with a computer, phone or tablet that’s connected to your Wi-Fi network and has cellular data turned off.

Tip: You can make sure you’re not using cellular data with your mobile device by turning on Airplane Mode and then turning on Wi-Fi.

If you’re not able to connect with another Wi-Fi device, try calling your internet service provider to see if there’s a local service outage. If so, your Nest products will come back online after your provider has resolved the outage.

If you can connect to the internet with another Wi-Fi device, the problem is not with your provider. Check the settings on your router to make sure that it is compatible with Nest products. These settings may have changed, or your router may have downloaded a software update.

Troubleshoot your products individually:

If none of these steps helped, try clicking on one of your Nest products above for some steps you can take with individual products.