Desktop Nest App can not access device settings-Nest 1st Generation Thermostat

[TSKHO]

Unable to access device settings via desktop Nest App-Nest 1st Generation Thermostat

[Markjosephp]

Hello TSKHO,

Thank you for taking the time to let us know about your inquiry. I'd be happy to take a look at this for you.

To avoid confusion, could you please share with us a screenshot of the page you're getting within the Nest Web App? Are you getting any message codes or specific reports on why you can't get through to your Nest Thermostat's settings?

I'll look forward to your response.

Regards,
Mark

[TSKHO]

Thanks for your reply

I don't have permission to upload images.

On the settings page I used to see all info and settings for my thermostat including the wiring diagram/device info/battery condition etc ,  is now totally blank.

I had tried different browsers Edge or Chrome, it is the same. I even  uninstalled and reinstalled Chrome.

Is ok when viewing from phone app.

[Markjosephp]

Hey there,

Got it. I appreciate the steps you've taken. Can you try it in Incognito mode? Then, sign in with the same email address associated with your Nest Thermostat. Also, take a screenshot of the page you're getting by replying back here, and make sure to sign in with your Community Profile email.

Regards,
Mark

[TSKHO]

Tried in Incognito mode, getting the same result, no error code, the settings page is blank as before.

[Markjosephp]

Hi TSKHO,

Interesting! Thanks for the screenshots — Big help. Could you also try it on your phone's web browser and see if you get the same results?

Keep me posted.

Best,
Mark

[TSKHO]

As I had said from the beginning, it is okay when using phone app

[TSKHO]

Okay with phone app I can see the settings details but if I use phone browser, again the settings details won't show, same blank page as of desktop web app

[Markjosephp]

Hey TSKHO,

I'm sorry for the late reply. To make sure everything is covered here, I'd love to know more about this.

• What's the make and model of your phone using the Nest app and a browser?
• What operating system are you using with your Chrome browser or Edge browser (Windows, ChromeOS, or MacOS)?
• Restart your actual thermostat itself to refresh.
• Reboot your router by unplugging the cord for at least 3 minutes before plugging it back in.
• Wait a few minutes until your thermostat reconnects to your Wi-Fi network.
• Try using a different web browser on your phone or a different device and see if the settings are showing.

Please keep me in the loop.

Best,
Mark

[TSKHO]

Phone : Xiaomi Redmi Note 10 Pro,  normal when using Nest app, no access  to settings when using Chrome web browser

Windows 10 64-bit - no access to settings (blank page) when using Chrome or Edge or Internet Explorer

All the suggested procedures had been done before I am looking for suggestions here.

Thanks for you time

[Markjosephp]

Hello there TSKHO,

Great troubleshooting so far! We'd like to investigate this further.

Could you please fill out this form with the needed information and let me know once you're done?

Best,
Mark

[Dan_A]

Hello there,

We haven't received your form. Have you had a chance to fill it out? Just in case here's the link.

Regards,

Dan

[TSKHO]

After 2-3 weeks, it is back to normal today for unknown reason.

[Dan_A]

Hello TSKHO,

Awesome — glad to hear that your issue is fixed. It looks like I can consider this one complete, so I will lock the thread in 24 hours unless I can help out with anything else. 

Cheers,

Dan