Nest Support

Questions about Nest Learning Thermostat or Nest Protect: Smoke + CO alarm? We've got answers, videos, and plenty of resources to help you out.

Troubleshooting Offline status in the Nest app or on the Web

Your Nest products must be connected to the Internet in order for you to access them from the Nest app or the Web. Any of them that are not connected will have grey icons and say OFFLINE. If all of your Nest products are offline, your whole home will be offline in the Nest app.

If you have Nest Thermostats or Nest Protects that haven’t connected to the Internet in a while, they will show up as offline in the Nest app and on the Web. You won’t be able to adjust any settings or see their current status until they reconnect.

In the event that all of your Nest products are offline, your whole home will be grayed out and labeled “offline” in the Nest app.

The troubleshooting steps you can take to get your Nest products back online depends on whether all of them are offline or just some of them are.

One or two Nest products are offline

My whole home is offline

What if some of my Nest products are offline?

If one or more of your Nest products are offline, but not all of them, you will need to troubleshoot the Wi-Fi connection on those products.

Click or tap the icon of your offline Nest products in the Nest app or on the Web to find out how long it’s been since they were last connected to the Internet.

Some of the most common reasons this may happen are:

  • The battery in your Nest Thermostat or Nest Protect is low.
  • The Wi-Fi signal is weak where your Nest product is installed.
  • Your Wi-Fi access point isn’t compatible with Nest products.

You can find detailed troubleshooting help for these issues in the articles below:

Help troubleshooting Wi-Fi on the Nest Thermostat
Help troubleshooting Wi-Fi on the Nest Protect

What if all my Nest products are offline?

When all the Nest products in your home are offline at the same time, it’s most likely that there is a problem with the Internet connection to your home.

Note: If you have only one Nest product associated with the home in your Nest Account, you should follow the steps for troubleshooting the Wi-Fi connection on your Nest product if there aren’t any problems with your home network.

Here are some of the first things to check:

  • Is there a power outage at home?
    If there is a power outage, your home Wi-Fi network will be down as well. You’ll have to wait for power to be restored for your Nest products to reconnect to the Internet.
     
  • Is there a problem with your Internet Service Provider (ISP)?
    If your ISP connection is down, your Nest products won’t be able to connect to the Internet, even if the your Wi-Fi network is up and running. To make sure that this is the problem, try connecting to the Internet from a computer or tablet while its connected to your home Wi-Fi network. Make sure that you have cell service disabled and are using Wi-Fi only on your test device. If you can connect to the internet with another Wi-Fi device the problem is not with your ISP.
     
  • Is there a problem with your Wi-Fi access point?
    Much of the time, problems with your Wi-Fi access point, sometimes referred to as your router or gateway, can be resolved with a restart. Most of them don’t have on/off buttons and the best way to restart them is to unplug them from the wall, wait a few seconds, and plug them back in. Please refer to your access point’s manual for more detailed reset instructions.
     
  • Did you recently change your Wi-Fi name or password?
    If there isn’t a problem with your home network, it could be that the you’ve recently changed the name or password of the Wi-Fi network in your home. In this case, you’ll need to update the Wi-Fi settings on your Nest products.
     
    What should I do when I change my Wi-Fi network password or get a new Wi-Fi router?