topic Re: Locked and offline thermostat in Nest Thermostats

Locked and offline thermostat

KWood — Sun, 05 May 2024 16:02:25 GMT

I recently upgraded my router and need to update my thermostat Wi-Fi connection but the thermostat is locked and I don’t have the pin. So I have an offline and locked thermostat. Does anyone know how I can remedy this problem?

Re: Locked and offline thermostat

David_K — Sun, 05 May 2024 18:36:55 GMT

If you can't control it using the app anymore, you'll need to reset it using a computer.

Connect the Nest Thermostat display via USB to a computer.
Verify that the Nest Thermostat mounts (appears as an attached drive icon).

If the Nest drive will not mount: Restart the thermostat and the computer.
If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.

Re: Locked and offline thermostat

KWood — Sun, 05 May 2024 18:41:11 GMT

Thank you for your response! I connected the thermostat to my outdated computer and can see the technical info list

Re: Locked and offline thermostat

David_K — Sun, 05 May 2024 18:52:54 GMT

Great. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

Re: Locked and offline thermostat

KWood — Sun, 05 May 2024 19:11:45 GMT

Thank you! I really appreciate it.

Re: Locked and offline thermostat

aperezdeleon — Sun, 05 May 2024 20:16:49 GMT

Hiya folks,

I appreciate you chiming in, @David_K That was a big help!

Since you were able to view the technicalinfo.PLIST file, Please fill out this form as this will allow us to get in direct contact with you and provide personalized assistance on unlocking your thermostat.

Make sure to let me know once you've done so, I'll keep an eye out for your response.

Regards,

Angel.

Re: Locked and offline thermostat

KWood — Sun, 05 May 2024 21:40:19 GMT

Hi Angel,

I filled out the form and sent it a bit ago. I unfortunately forgot to let you know so I am now. Thanks for your help!

Re: Locked and offline thermostat

aperezdeleon — Sun, 05 May 2024 22:45:42 GMT

Hiya Kwood,

Thanks for getting back to me.

A member of my team will be in touch shortly to discuss the next steps in the process and answer any questions you may have.

I appreciate your patience in reaching out.

Regards,

Angel.

Re: Locked and offline thermostat

KWood — Wed, 08 May 2024 12:16:51 GMT

Thank you for all the help! The issue has been resolved.