topic Re: Thermostat entry key not accepted by app in Nest Thermostats

Thermostat entry key not accepted by app

Suecf — Sat, 30 Oct 2021 09:13:17 GMT

Thermostat installed and working. App installed. Entry key not connecting to app

Re: Thermostat entry key not accepted by app

mkraehe — Sat, 30 Oct 2021 11:28:14 GMT

I have the same issue! It gives me the error that the key is wrong! The nest shows me the key with a hyphen, but I cannot enter a hyphen so I just enter it without it and it gives me an error. What can I do?

Re: Thermostat entry key not accepted by app

Teg — Sun, 31 Oct 2021 02:05:41 GMT

This is a big issue. If you have older gen it won’t connect. I think they want you buy a new 249 dollar nest

Re: Thermostat entry key not accepted by app

Jennyc1110 — Sat, 06 Nov 2021 01:38:52 GMT

I’m having the same exact problem. It seems support pick and chooses who they respond to. I posted here the other day and am still waiting. Now it’s the same hyphen problem with the app 🤦🏻‍♀️

Re: Thermostat entry key not accepted by app

Drewsb — Tue, 16 Nov 2021 22:53:04 GMT

I have exactly the same problem, seems to be a common occurrence, as yet no one has suggested anything, it's ridiculous really

Re: Thermostat entry key not accepted by app

davey2gravey — Thu, 18 Nov 2021 16:34:40 GMT

I am having the same "hyphen" problem. I intentionally bought an older display (v3.4) because the the wifi chip doesn't work in the newer ones (v3.6). I had one of the newer ones replaced by google and neither the one I sent back or the replacement can see any wifi networks although there are plenty in my area. I have 2 of version 3.4 in my house that work perfectly. So I bought one of the same version off ebay and it connected to the wifi right away and then did a software update, but now I can't get it paired to the app.

Re: Thermostat entry key not accepted by app

NBRDoug — Thu, 02 Dec 2021 21:37:01 GMT

Anyone ever get this figured out. Moved into a new house with a Nest Smart Learning Thermostat and getting this same hyphen issue when getting an entry key. So I can not add it to the app, really souring my impression of Nest products as this is my first one.

Re: Thermostat entry key not accepted by app

Drewsb — Thu, 02 Dec 2021 21:57:24 GMT

Hi in the end I kept trying different entry keys, they all show a hyphen but eventually one worked, still couldn't enter the hyphen on the app but didn't need too, it just accepted the key without entering the hyphen

Re: Thermostat entry key not accepted by app

davey2gravey — Thu, 02 Dec 2021 22:33:59 GMT

I eventually got mine to update to newer software (6.1.1). After this the option to use a QR code instead of an entry key finally showed up when I selected "nest app" in the settings menu. This worked. I am talking about an on-screen QR code, not the one printed on the back. The frustrating part is that, prior to v6, there is no option available to make it look for a SW update. You just have to wait for to do it on its own. Doing "all setting" resets seemed to help, but it still took a few days trying it everyday, before it worked. Anyway, I have full control of mine through the app and webpage now.

Re: Thermostat entry key not accepted by app

Jake — Tue, 28 Dec 2021 20:20:19 GMT

Hey all,

Apologies for the late reply. I wanted to follow up and ensure everyone is good to go. I have found a helpful article with some troubleshooting steps to help add your device to the app. Please let me know if that helps, or if anyone is still having issues from here.

Best regards,
Jake

Re: Thermostat entry key not accepted by app

moniquen — Wed, 29 Dec 2021 05:17:00 GMT

This article does not address the issue of being given a hyphenated entry key on the device, but there is no hyphen on the keyboard in the app. Additionally, it does not address how to update software on old devices. Any additional help would be appreciated. Thank you.

Re: Thermostat entry key not accepted by app

mkraehe — Wed, 29 Dec 2021 07:51:52 GMT

Doesn't help with the problem whatsoever unfortunately.

Re: Thermostat entry key not accepted by app

milky — Mon, 03 Jan 2022 04:52:56 GMT

Chiming in to say that this article did not help solve this "hyphen" issue that I'm also experiencing.

Re: Thermostat entry key not accepted by app

Oli2910 — Sat, 29 Jan 2022 14:57:40 GMT

After reading the comments, I tried again ignoring the QR scan prompt, and it accepted the entry key straight away. Must have been some discrepancy between the QR and entry key... hope this helps

Re: Thermostat entry key not accepted by app

ankit_mahendru — Tue, 15 Feb 2022 20:54:48 GMT

Thank you so much. This did the trick for me!!

Re: Thermostat entry key not accepted by app

Cheryl_atx — Wed, 16 Feb 2022 22:26:54 GMT

That didn't work for me. The hyphen still doesn't show up! It won't work without the hyphen. Seems like Google should know how to program an app that shows special characters like hyphens! Sheesh! I don't need to re-install the thermostat--just need to re-add the thermostat to my app (because it lost connection for some reason)! This is ridiculous.

Re: Thermostat entry key not accepted by app

ankit_mahendru — Wed, 16 Feb 2022 22:36:05 GMT

Interesting, I didn’t have to put in a hyphen. It worked without it (7 alpha numeric) if I remember correctly.

Re: Thermostat entry key not accepted by app

Cheryl_atx — Thu, 17 Feb 2022 02:35:51 GMT

Did you just insert a space instead of a hyphen?

Re: Thermostat entry key not accepted by app

Cheryl_atx — Thu, 17 Feb 2022 03:21:18 GMT

Looking at the Help instructions, the image of the app screen where the key code is entered isn't like what's on my phone. I think that's the problem. It shows individual boxes for each character. Mine does not. This is the screen in Help:

Re: Thermostat entry key not accepted by app

Cheryl_atx — Thu, 17 Feb 2022 03:25:05 GMT

This is what the Enter Key screen looks like in my app.