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My app stoppd showing my thrmstats, I scan the QR code& have to entr Key but thrmostat wont give one

rgaila
Community Specialist
Community Specialist

‎08-30-2021 08:38 AM - edited ‎08-30-2021 08:38 AM

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Original Poster: joe petriccione 

My app won’t show my thermostats now.  I scan the QR code & then am asked for a key.. the thermostats won’t give me a key because they same their already connected.  Please help
 
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rgaila
Community Specialist
Community Specialist

‎08-30-2021 08:39 AM

Hi Joe, 
 
Sorry to hear about your missing thermostats! I can totally get your frustration here. I'm happy to look into this for you and get your thermostats back in your app. 
 
Can you provide some details with my questions below? 
  • Which thermostat model do you have?
  • When did your thermostats become missing in the app? Have they completely disappeared from the app or are greyed out/offline? 
  • Can you theorize the cause of why they disappeared from your app? (e.g., WiFi connectivity, restarts/factory resets) 
  • Are you able to see the thermostats on the Nest app? 
I look forward to your response and hope we can solve this together. 
 
-From Ai, Community Specialist.
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