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Nest Thermostat E "Something went wrong...trouble connecting to the Nest service. Try again."

BryanJ5
Community Member

‎06-25-2025 04:27 PM

I installed a Nest Thermostat E and for the life of me cannot get it to finish setting up in the app. I get all the way to "where did you put this thermostat" and choose the location and it says "getting ready for the next step". The blue circle spins for a few seconds and it says the dreaded "Something went wrong. The app had trouble connecting to the Nest Service. Try again." I've tried everything:

  • Reset thermostat
  • Factory reset thermostat
  • Removed thermostat from account and re-add
  • Removed app from phone and reinstalled it
  • Restart my phone
  • The only thing I haven't tried is throwing it across the room, but I suspect that wouldn't work either

Also, the thermostat is connected to the internet with good connectivity.

Somebody, anybody...PLEASE HELP!!

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3 REPLIES 3

DeboraJ
Community Specialist
Community Specialist

‎06-29-2025 04:11 PM

Hi @BryanJ5,

 

Thanks for reaching out to the community! I'm sorry to know you're having trouble finishing the setup process for your Nest Thermostat E. I appreciate you taking the time to troubleshoot the device and providing details about the error message you're receiving. I understand how frustrating it can be to get so close to completing the setup only for it to fail. Don't worry; help is here!

Before we move forward, I need a little more information:

  • What is the make and model of your Wi-Fi router?
  • Is your Wi-Fi network a 2.4GHz or 5GHz network?
  • Has the device been paired before?
  • On the Nest Thermostat E display, can you go to: Settings > Technical Info > Power, and tell me the battery voltage?

Once you have this information, I'll be more than happy to assist you.

 

Best regards,

Debora

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BryanJ5
Community Member
In response to DeboraJ

‎06-30-2025 02:41 PM

Thanks, here are the answers

  • ASUS AX3000 (RT-AX58U)
  • Its dual band so both but, I made sure the Nest is using 2.4GHz
  • No
  • 3.903V
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DeboraJ
Community Specialist
Community Specialist
In response to BryanJ5

‎07-06-2025 05:29 PM

Hi @BryanJ5,

 

Thanks for the information! It's really helpful. To continue troubleshooting, I have a few more steps for you. If you have a second device, please try this:

  • Install the Nest app on another device.
  • Create a new home in the Nest app.
  • After that please perform a factory reset on your thermostat
  • Set up the device.

Please follow these steps and let me know how it works!

 

Best regards,

Debora

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