When to follow these instructions
Follow the steps below if:
- Your thermostat is listed as “offline” in the app or on the thermostat display. You might only see this message intermittently, or it might be persistent.
- You can control your heating or cooling system with the thermostat, but not with the app.
- You’re currently at home and able to access your thermostat, your Wi-Fi router, and your modem. Most of the troubleshooting steps will require you to be physically present.
An offline thermostat means it’s unable to connect to your Wi-Fi network, and therefore can’t be controlled via the app. Some features might also be unavailable.
Stay comfortable while you troubleshoot
When your thermostat is offline, you can’t control it with the app, but you can use the thermostat itself to adjust the temperature in your home.
Troubleshooting steps
Before you begin to troubleshoot an offline thermostat, check which thermostat you have. The instructions below vary depending on your thermostat model. Select your thermostat below to begin troubleshooting.
Nest Learning Thermostat (4th gen)
1. Check the thermostat's battery levels
If your thermostat's battery is low, it disconnects from Wi-Fi in order to conserve power.
How to check
- Check for a light on the front of your thermostat. When the battery is low, it displays a dark yellow light.
- Alternatively, on your thermostat, elect Settings
Equipment
If the battery is low
- Did you recently lose power? When your home loses power, your thermostat uses its internal battery until power is restored. If you recently lost power, wait to see if your thermostat recharges and reconnects to Wi-Fi.
- If you’re unsure why your thermostat has a low battery and it doesn’t recharge on its own, go to Troubleshoot when your thermostat won’t turn on for more help.
If the battery is full
Continue to the next troubleshooting step.
2. Check for messages and help codes on your thermostat
Check your thermostat display
- If you see a message about a system issue or equipment error, press the display to learn more.
- If the additional information includes a URL, navigate to that URL in a web browser to get specific troubleshooting help. Note that the end of the URL includes an error code. For example, if the message asks you to go to g.co/nest/e448, your thermostat is experiencing an E448 error (no system power). Follow the additional troubleshooting to resolve the error.
If you don’t see a system issue or equipment error, or if resolving the issue doesn’t fix your Wi-Fi issue, continue to the next step.
3. Check that you have the latest app version
Make sure that you have the latest version of the Google Home app. Visit the Google Play Store or the App Store and update if one is available.
If your app is up-to-date or if updating doesn’t resolve your issue, continue to the next step.
4. Make sure your home Wi-Fi works
Check to verify if you can get online with a different device at home. If you’re using a cellphone, turn on Airplane mode and then turn on Wi-Fi to make sure you don’t use cellular data to test your connection.
If you can’t connect, use another device to verify. If no device connects, contact your Internet Service Provider (ISP) to check the service status.
If another device connects to your Wi-Fi and you’re able to access the internet, continue to the next step.
5. Restart your router
When you restart your router, it resets your internet connection. You should also restart any Wi-Fi range extenders or repeaters. You may need to consult your router’s user manual for specific instructions on how to restart your router.
- Unplug your modem and router power cords. You may have a modem and router combo or they may be separate devices. All the lights on your modem and router should turn off.
- Wait for 30 seconds, then plug in your router and access points. Wait about a minute for them to finish starting up, then plug in your modem.
- Wait 2 minutes or until there’s steady power and connection lights. A quickly flashing data light may also appear.
If this doesn’t resolve your issue, continue to the next step.
6. Restart your Nest thermostat
Restart your thermostat to refresh its Wi-Fi connection.
- On your thermostat, press the display to open the menu view.
- Turn the dial and select Settings
. Your thermostat will take a few minutes to restart.
If your thermostat still reports as offline, continue to the next step.
7. Check your Wi-Fi signal strength
Check the Wi-Fi signal strength and ping speed of your Nest thermostat to help determine if interference or distance from the router is what prevents your thermostat from connecting. Interference is typically intermittent, so your thermostat might disconnect and reconnect to Wi-Fi repeatedly if this is the root cause.
Check thermostat connection strength
On your thermostat, go to Settings 
Check for sources for Wi-Fi interference
If your thermostat’s ping is above 1000 or its signal strength is below 50, turn off any devices that operate on a 2.4 GHz frequency, then check the ping and signal strength again. Here are some devices that might cause problems:
- Cordless phones
- Baby monitors
- Microwaves
- Bluetooth devices
- Wireless video equipment
The placement of your router may also cause interference. Since the thermostat is stationary, try moving your router a few feet to the right or left.
If your router is placed in an area with other electronics, like inside an entertainment center, the devices near it could interfere with the connection to your thermostat.
For more information and steps to take to troubleshoot wireless interference, refer to troubleshoot wireless interference.
If the Wi-Fi signal strength and ping speed are within normal ranges, continue to the next troubleshooting step.
8. Connect your thermostat to a new network
If the thermostat and the network it’s connected to aren’t compatible, it might cause the thermostat to disconnect. To check if your home network is the issue, temporarily connect your thermostat to a different network following the instructions below.
Create a temporary network
Many smartphones can create their own Wi-Fi network, called a mobile hotspot. You can use this temporary network to check how the thermostat behaves when connected to a different network. To create a mobile hotspot, refer to the instructions below for your phone:
If you aren’t able to create a mobile hotspot, skip to step 9.
Connect your thermostat to the network
- Open the Google Home app
.
- Tap Favorites
or Devices
.
- Touch and hold your thermostat's tile.
- Tap Settings
.
- Tap Device information
- Follow the instructions in the app to connect your thermostat to your mobile hotspot.
.
or Devices 
.
.If your thermostat behaves as expected when connected to your mobile hotspot, skip to step 10 to learn about potential fixes for your home Wi-Fi network.
If you continue to receive a Wi-Fi error even when using a mobile hotspot, contact Customer Support.
9. Reset your thermostat's Wi-Fi connection
Follow the steps below to reset your thermostat’s connection to your home Wi-Fi network. You will need to know your Wi-Fi password.
- Open the Google Home app
- Tap Favorites
- Touch and hold your thermostat's tile.
- Tap Settings
- Tap Device information
- Follow the instructions in the app to reconnect your thermostat to your home Wi-Fi network.
If this doesn’t resolve your issue, continue to the next step.
10. Other considerations
- Incompatible settings on your home Wi-Fi router or access point can cause your thermostat to disconnect from Wi-Fi.
- Highly restrictive firewall security or parental controls can block communication with Nest servers. Temporarily lower these settings to test if they’re the cause.
- Refer to your Wi-Fi router or access point documentation for steps on how to exempt a Nest thermostat from these restrictions.
- If you still can’t connect your thermostat after you change parental control or firewall settings, make sure you use settings that allow your thermostat to connect to your home Wi-Fi:
- Enable 802.11 b/g/n if you have an 802.11 ac router.
- Set your Wi-Fi router's DHCP lease time to at least 2 hours.
- Turn on your router’s Power Save Mode (PSM) For complete instructions, go to recommended Wi-Fi settings.
A few older routers are incompatible with Nest products. Some incompatibility problems can be resolved when you update the router’s software or firmware.
For additional assistance, contact Customer Support.
Nest Thermostat
Tip: Did you recently switch to a new router or change your Wi-Fi password? If so, skip to step 9.
1. Check the thermostat's battery level
If your thermostat’s battery level is low, it disconnects from Wi-Fi in order to conserve power.
How to check
Open the Menu view 
If the battery is very low
- If the status says “Very low,” replace the batteries with new ones. Then, check if your thermostat reconnects. It may take a few moments.
- If low battery is a recurring issue or if you think there may be an issue with wiring, check Troubleshoot when your thermostat won’t turn on for more help.
If the battery isn’t very low
Continue to the next troubleshooting step.
2. Check for messages and help codes on your thermostat
Check the thermostat display for an error or system message. If the message includes a URL, navigate to that URL in a web browser to get specific troubleshooting help. Note that the end of the URL includes an error code. For example, if the message asks you to go to g.co/nest/e298, your thermostat is experiencing an E298 error (no system power). Follow the additional troubleshooting to resolve the error.
If you don’t see an error, or if resolving the issue doesn’t fix your Wi-Fi issue, continue to the next step.
3. Check that you have the latest app version
Make sure that you have the latest version of the Google Home app. Visit the Google Play Store or the App Store and update if one is available.
If your app is up-to-date or if updating doesn’t resolve your issue, continue to the next step.
4. Make sure your home Wi-Fi works
Check to verify if you can get online with a different device at home. If you’re using a cellphone, turn on Airplane mode and then turn on Wi-Fi to make sure you don’t use cellular data to test your connection.
If you can’t connect, use another device to verify. If no device connects, contact your Internet Service Provider (ISP) to check the service status.
If another device connects to your Wi-Fi and you’re able to access the internet, continue to the next step.
5. Restart your router
When you restart your router, it resets your internet connection. You should also restart any Wi-Fi range extenders or repeaters. You may need to consult your router’s user manual for specific instructions on how to restart your router.
- Unplug your modem and router power cords. You may have a modem and router combo or they may be separate devices. All the lights on your modem and router should turn off.
- Wait for 30 seconds, then plug in your router and access points. Wait about a minute for them to finish starting up, then plug in your modem.
- Wait 2 minutes or until there’s steady power and connection lights. A quickly flashing data light may also appear.
If this doesn’t resolve your issue, continue to the next step.
6. Restart your Nest thermostat
Restart your thermostat to refresh its Wi-Fi connection.
- On your thermostat, tap the touch bar to open the menu.
- Swipe the touch bar and select Settings
- If your thermostat still reports as offline, continue to the next step.
7. Check your Wi-Fi signal strength
Check the Wi-Fi signal strength and ping speed of your Nest thermostat to help determine if interference or distance from the router is what prevents your thermostat from connecting. Interference is typically intermittent, so your thermostat might disconnect and reconnect to Wi-Fi repeatedly if this is the root cause.
Check thermostat connection strength
On your thermostat, go to Settings
Check for sources for Wi-Fi interference
If your thermostat’s ping is above 1000 or its signal strength is below 50, turn off any devices that operate on a 2.4 GHz frequency, then check the ping and signal strength again. Here are some devices that might cause problems:
- Cordless phones
- Baby monitors
- Microwaves
- Bluetooth devices
- Wireless video equipment
The placement of your router may also cause interference. Since the thermostat is stationary, try moving your router a few feet to the right or left.
If your router is placed in an area with other electronics, like inside an entertainment center, the devices near it could interfere with the connection to your thermostat.
For more information and steps to take to troubleshoot wireless interference, refer to troubleshoot wireless interference.
If the Wi-Fi signal strength and ping speed are within normal ranges, continue to the next troubleshooting step.
8. Connect your thermostat to a new network
If the thermostat and the network it’s connected to aren’t compatible, it might cause the thermostat to disconnect. To check if your home network is the issue, temporarily connect your thermostat to a different network following the instructions below.
Create a temporary network
Many smartphones can create their own Wi-Fi network, called a mobile hotspot. You can use this temporary network to check how the thermostat behaves when connected to a different network. To create a mobile hotspot, refer to the instructions below for your phone:
If you aren’t able to create a mobile hotspot, skip to step 9.
Connect your thermostat to the network
- Open the Google Home app
- Tap Favorites
- Touch and hold your thermostat's tile.
- Tap Settings
- Tap Device information
- Follow the instructions in the app to connect your thermostat to your mobile hotspot.
If your thermostat behaves as expected when connected to your mobile hotpost, skip to step 10 to learn about potential fixes for your home Wi-Fi network.
If you continue to receive a Wi-Fi error even when using a mobile hotspot, contact Customer Support.
9. Reset your thermostat's Wi-Fi connection
Follow the steps below to reset your thermostat’s connection to your home Wi-Fi network. You will need to know your Wi-Fi password.
- Open the Google Home app
- Tap Favorites
- Touch and hold your thermostat's tile.
- Tap Settings
- Tap Device information
- Follow the instructions in the app to reconnect your thermostat to your home Wi-Fi network.
If this doesn’t resolve your issue, continue to the next step.
10. Other considerations
- Incompatible settings on your home Wi-Fi router or access point can cause your thermostat to disconnect from Wi-Fi.
- Highly restrictive firewall security or parental controls can block communication with Nest servers. Temporarily lower these settings to test if they’re the cause.
- Refer to your Wi-Fi router or access point documentation for steps on how to exempt a Nest thermostat from these restrictions.
- If you still can’t connect your thermostat after you change parental control or firewall settings, make sure you use settings that allow your thermostat to connect to your home Wi-Fi:
- Enable 802.11 b/g/n if you have an 802.11 ac router.
- Set your Wi-Fi router's DHCP lease time to at least 2 hours.
- Turn on your router’s Power Save Mode (PSM) For complete instructions, go to recommended Wi-Fi settings.
A few older routers are incompatible with Nest products. Some incompatibility problems can be resolved when you update the router’s software or firmware.
For additional assistance, contact Customer Support.
Nest Thermostat E or Nest Learning Thermostat (3rd gen or earlier)
1. Check the thermostat's battery level
If your thermostat’s battery level is low, it disconnects from Wi-Fi in order to conserve power.
How to check
Press your thermostat toward the wall to open the Quick View menu. Select Settings
If the battery is below 3.8V
- Did you recently lose power? When your home loses power, your thermostat uses its internal battery until power is restored. If you recently lost power, wait to see if your thermostat recharges and reconnects to Wi-Fi. If the battery has recently drained past 3.6 volts, it won’t reconnect until it’s reached 3.8 volts.
- If you’re unsure why your thermostat has a low battery and it doesn’t recharge on its own, go to Troubleshoot when your thermostat won’t turn on for more help.
If the battery is 3.8V or higher
Continue to the next troubleshooting step.
2. Check for messages and help codes on your thermostat
Check the thermostat display for an error or system message. If you see an error, follow the additional troubleshooting to resolve it.
If you don’t see an error, or if resolving the issue doesn’t fix your Wi-Fi issue, continue to the next step.
3. Check that you have the latest app version
Make sure that you have the latest version of the Google Home or Nest app. Visit the Google Play Store or the App Store and update if one is available.
If your app is up-to-date or updating doesn’t resolve your issue, continue to the next step.
4. Make sure your home Wi-Fi works
Check to verify if you can get online with a different device at home. If you’re using a cellphone, turn on Airplane mode and then turn on Wi-Fi to make sure you don’t use cellular data to test your connection.
If you can’t connect, use another device to verify. If no device connects, contact your Internet Service Provider (ISP) to check the service status.
If another device connects to your Wi-Fi and you’re able to access the internet, continue to the next step.
5. Restart your router
When you restart your router, it resets your internet connection. You should also restart any Wi-Fi range extenders or repeaters. You may need to consult your router’s user manual for specific instructions on how to restart your router.
- Unplug your modem and router power cords. You may have a modem and router combo or they may be separate devices. All the lights on your modem and router should turn off.
- Wait for 30 seconds, then plug in your router and access points. Wait about a minute for them to finish starting up, then plug in your modem.
- Wait 2 minutes or until there’s steady power and connection lights. A quickly flashing data light may also appear.
If this doesn’t resolve your issue, continue to the next step.
6. Restart your Nest thermostat
Restart your thermostat to refresh its Wi-Fi connection.
- On your thermostat, press the display to open the Quick View menu.
- Turn the dial and select Settings
Reset
- If your thermostat still reports as offline, continue to the next step.
7. Check your Wi-Fi signal strength
Check the Wi-Fi signal strength and ping speed of your Nest thermostat to help determine if interference or distance from the router is what prevents your thermostat from connecting. Interference is typically intermittent, so your thermostat might disconnect and reconnect to Wi-Fi repeatedly if this is the root cause.
Check thermostat connection strength
On your thermostat, open the Quick view menu 
- Ping: Ping shows how long it takes for messages from your thermostat to travel to Nest servers and back. Ping speed should be lower than 1500 ms. To try to improve your connection, remove sources of Wi-Fi interference below.
- If the ping speed is 0, the Nest thermostat is connected to the network but not communicating with our servers, usually due to router firewalls or other network settings. Continue to step 10 for more information about router settings.
- Depending on your thermostat’s software version, the ping may not be visible. If so, check the Nest weave connection instead for information about your thermostat’s connection.
- Signal strength: Signal strength is a 100-point scale. Anything less than 50 indicates a weak connection. Try moving your router closer to your thermostat or installing a Wi-Fi extender.
Check the Nest weave connection
On your thermostat, open the Quick view menu 
- Connected - Remote control unavailable: there may be an issue with the Nest service.
- Not connected: there may be an issue with the router or network.
Check for sources for Wi-Fi interference
If your thermostat’s ping is above 1000 or its signal strength is below 50, turn off any devices that operate on a 2.4 GHz frequency, then check the ping and signal strength again. Here are some devices that might cause problems:
- Cordless phones
- Baby monitors
- Microwaves
- Bluetooth devices
- Wireless video equipment
The placement of your router may also cause interference. Since the thermostat is stationary, try moving your router a few feet to the right or left.
If your router is placed in an area with other electronics, like inside an entertainment center, the devices near it could interfere with the connection to your thermostat.
For more information and steps to take to troubleshoot wireless interference, refer to troubleshoot wireless interference.
If the Wi-Fi signal strength and ping speed are within normal ranges, continue to the next troubleshooting step.
8. Connect your thermostat to a new network
If the thermostat and the network it’s connected to aren’t compatible, it might cause the thermostat to disconnect. To check if your home network is the issue, temporarily connect your thermostat to a different network following the instructions below.
Create a temporary network
Many smartphones can create their own Wi-Fi network, called a mobile hotspot. You can use this temporary network to check how the thermostat behaves when connected to a different network. To create a mobile hotspot, refer to the instructions below for your phone:
If you aren’t able to create a mobile hotspot, skip to step 9.
Connect your thermostat to the network
- On your thermostat, open the Quick View menu.
- Select Settings
- Choose your mobile hotspot network name and enter your password.
If your thermostat behaves as expected when connected to your mobile hotpost, skip to step 10 to learn about potential fixes for your home Wi-Fi network.
If you continue to receive a Wi-Fi error even when using a mobile hotspot, contact Customer Support.
9. Reset your thermostat's Wi-Fi connection
Follow the steps below to reset your thermostat’s connection to your home Wi-Fi network. You will need to know your Wi-Fi password.
Reset the network
- On your thermostat, open the Quick View menu.
- Select Settings
Reset.
- Select Network and choose Reset. Note: If this option doesn’t appear, continue to step 10.
- Confirm that you’d like to reset your network settings.
Reset.Reconnect your thermostat to Wi-Fi
- On your thermostat, open the Quick View menu.
- Select Settings
- Choose your Wi-Fi network name and enter your password if prompted.
- If your thermostat still has trouble connecting, go to step 10 and check the settings on your Wi-Fi router or access point. You can also try to disable any range extenders you may have installed for your Wi-Fi network.
Reconnect your thermostat to the app
- On your thermostat, open the Quick View menu.
- Select Settings
- Follow the instructions.
If this doesn’t resolve your issue, continue to the next step.
10. Other considerations
- Incompatible settings on your home Wi-Fi router or access point can cause your thermostat to disconnect from Wi-Fi.
- Highly restrictive firewall security or parental controls can block communication with Nest servers. Temporarily lower these settings to test if they’re the cause.
- Refer to your Wi-Fi router or access point documentation for steps on how to exempt a Nest thermostat from these restrictions.
- If you still can’t connect your thermostat after you change parental control or firewall settings, make sure you use settings that allow your thermostat to connect to your home Wi-Fi:
- Enable 802.11 b/g/n if you have an 802.11 ac router.
- Set your Wi-Fi router's DHCP lease time to at least 2 hours.
- Turn on your router’s Power Save Mode (PSM) For complete instructions, go to recommended Wi-Fi settings.
A few older routers are incompatible with Nest products. Some incompatibility problems can be resolved when you update the router’s software or firmware.
For additional assistance, contact Customer Support.