If you can’t add Nest products to your account, or your Nest products are offline in the app, this article will help you find the steps that you’ll need to fix the problem.
Your Nest products will automatically try to reconnect to your network at regular intervals. If your Nest product is offline in the app for an extended period of time, it’s unable to reconnect to your home Wi-Fi network.
Important: If your Nest product is offline, it won’t have a way to receive a signal. You’ll need to troubleshoot in person to get it back online.
Check below for help with some common Wi-Fi and connection issues:
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New router/Wi-Fi network password, name or other settings You might find:
Update Nest thermostat Wi-Fi settings How to update Wi-Fi settings on Nest camera and doorbell How to update Wi-Fi settings on Nest Protect How to update Wi-Fi settings on Nest Connect How to update Wi-Fi settings on the Nest × Yale lock How to update Wi-Fi settings on Nest Secure including Nest Guard and Nest Detect |
in the Home or Nest appThermostats
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Offline in the app You might find:
Troubleshoot offline thermostat Can’t connect to the app You might find:
Troubleshoot adding a Nest thermostat to the app Troubleshoot connecting to Wi-Fi You can’t add your thermostat to the app You might find:
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on your thermostatNest Secure
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Nest Detect is offline in the Nest app This means your Nest Detect is already added to the app, but it’s gone offline. Troubleshoot when Nest Detect is offline Nest Detect can’t pair You might find:
This means that you’re unable to add your Nest Detect to the app. |
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Nest Guard is offline in the Nest app This means that your Nest Guard is already added to the app, but it’s gone offline. Troubleshoot when Nest Guard is offline Nest Guard can’t pair You might find:
This means that you’re unable to add your Nest Guard to the app. |
Cameras and doorbell
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Your camera or doorbell is offline in the Home or Nest app You might find:
Troubleshoot when your Nest camera or doorbell is offline You can’t add your camera or doorbell to the Home or Nest app You might find:
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Nest x Yale lock
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Nest x Yale lock is offline in the Nest app You might find:
You may also be unable to lock or unlock your lock in the app. Troubleshoot offline Nest x Yale lock Problems adding to the Nest app You might find:
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Nest Connect
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Nest Connect is offline in the Nest app You might find:
Troubleshoot offline Nest Connect You can’t add your Nest Connect to the Nest app Follow the directions below to make sure that your Connect isn’t already added:
If your Connect isn’t already in your account, try some of the troubleshooting steps below.
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on the app home screen.Nest Protect
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Nest Protect is offline You might find:
Troubleshoot offline Nest Protect You can’t add Nest Protect to the app You might find:
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Nest Temperature Sensor
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Nest Temperature Sensor is offline You might find:
You can’t add your Nest Temperature Sensor to the app You might find:
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Whole Nest home
Whole Nest home is offline
If every Nest product in your home is offline, your whole Nest home is disconnected.
If you only have one Nest product, select 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, restart your router. To learn how to restart your router, consult your user manual.
Here are a few other things to check to help get your Nest home back online:
1. Check if there's a power cut
Obviously, if you're at home, you'll know if there's a power cut. If you're out, you may not know that there's been a power cut. When there has been a power cut, your home Wi-Fi network will be down, and all of your Nest products will be offline in the app. Try contacting your local power company to find out if there has been a power cut in your area.
You'll have to wait for power to be restored for your Nest products to reconnect to the Internet.
2. Check the app version
Make sure that you have the latest version of the app on your phone or tablet.
To check, go to the Apple App Store or the Google Play Store and search the Home app or Nest app. The app page should tell you if there’s an update that you can install.
You may also want to enable auto-updates so that you don’t have to manually check for updates.
3. Check for Internet service provider outages
If your provider's service is down, 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 google.com with a computer, phone or tablet that’s connected to your Wi-Fi network and has mobile data turned off.
Tip: To make sure that you’re not using mobile data with your mobile device, turn on aeroplane mode, then Wi-Fi.
- If you’re not able to connect with another Wi-Fi device, contact your Internet Service Provider to check if there’s a local service outage. If there is, your Nest products will come back online after your provider has resolved the problem.
- 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's compatible with Nest products. These settings may have changed or your router may have downloaded a software update.
Recommended Wi-Fi router settings
4. Check Nest's service status
Go here to check the status of the Nest service. If the Nest service is down you may find your Nest products 'Offline'. Wait for the Nest service to resume to check if your Nest products come back online.
5. Troubleshoot your products individually
If none of these steps helped, select one of your Nest products above for some steps that you can take with individual products.