Article Summary:
This article outlines troubleshooting steps you can take if one or more of your Nest Protects shows up as offline in the Nest apps and it has lost its connection to the Internet.
Nest Protect must be connected to the Internet in order for you to be able to access it from your Nest Account. This article covers the troubleshooting steps you can take if one or more of your Nest Protects are offline, but there are other Nest products in your home that are still connected to the Internet.
The steps below will help to identify what the problem is and provide the troubleshooting steps to get it resolved.
Next, make sure your wireless access point or router has power and not unplugged.
If you didn't get a message, check the battery status in the technical information settings of the offline Nest Protect in the Nest app or on the Web.
The status will say Replace now if the unit needs new batteries.
How do I check the level of my Nest Protect battery?
How do I replace the batteries of my Nest Protect (Battery)?
Try eliminating, moving or temporarily unplugging any:
- cordless phones
- Bluetooth devices
- baby monitors
- wireless video equipment
- Move Nest Protect closer to your wireless access point to ensure it’s within range of your Wi-Fi network.
- Move your wireless access point or add an additional access point to extend the range of your network.
You can manually test your Nest Protects to verify that interconnection is working by pressing the Nest button.
How and when should I test my Nest Protect?
1) Check that your home Wi-Fi network is still connected to the Internet.
First, try to connect to the Internet using a laptop or mobile device on your home network.
2) Check the battery level (Nest Protect Battery only)
Nest Protect (Battery) will no longer connect to the Internet when it reaches a Critical level. You will get a notification before your battery reaches this level with instructions to replace it.
3) Remove wireless interference
Other products that use a 2.4GHz wireless signal might be causing interference.
4) Check the distance of the offline Nest Protect from your Wi-Fi access point
Your wireless access point might be located too far from the Nest Protect to connect.