Intermittent low battery or connectivity issues with thermostat software 4.0
We have discovered an issue with our latest 4.0 Nest Thermostat software that affects a small percentage of our users. While your Nest Thermostat will continue to heat and cool your home as usual, affected users will see a low battery warning on the thermostat, see their thermostat as “OFFLINE” intermittently in the app, and won’t be able to control the thermostat using the Nest app.
This issue should NOT lead to a situation where your Nest Thermostat battery is so low that it can’t control your heating or cooling. If you are experiencing this issue, which will turn your Nest off except for a flashing red light, please read this article:
On January 6, 2014, we released Nest Thermostat software version 4.0.1 which has all the new features of the 4.0 software, but with Wi-Fi performance as good as the 3.5.3 version.
Who will get this update?
We've released this update to all Nest Thermostats that were affected with the Wi-Fi issue to get them back online. In order to prevent new customers from running into this issue, we've also started upgrading all new Nest Thermostats to 4.0.1 as well. To ensure that the process goes smoothly we are gradually rolling out the update, so it will take a few days to reach all installed Nest Thermostats.
Note: Nest Thermostats that are currently installed in homes and which are not affected by this issue will remain at software version 4.0 for now.
How can I see what software version is on my Nest Thermostat?
To check what version is installed, follow these steps:
- Press the ring on your Nest Thermostat to bring up the menu
- Select SETTINGS
- Select TECHNICAL INFO
- Turn the ring to scroll down until you see Software version
What if I'm still having problems with my thermostat going offline?
We know some users have resolved the issue by upgrading the firmware of their Wi-Fi router. The latest firmware updates are usually available on the manufacturer's website.
If your Nest Thermostat is still not connecting to your home network or is getting disconnected intermittently, read through the troubleshooting help below.
Feel free to also fill out the form below to send us information about your Wi-Fi router. It will help us as we continue to work through the Wi-Fi issues:
We've received your router information. Thank you for taking the time to send it to us.
We’ll launch a new software update to address Wi-Fi and low battery issues as soon as we can. Keep an eye on the system status on the Nest support site for news.
If you need to contact our support team, click here.
Thanks again for your patience and help.
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Thank you for your patience.