2nd Floor Thermostat Shuts Down Unexpectedly

[scolley96]

Every so often our 2nd floor Nest Thermostat will be dark/unresponsive. When i physically touch it, it’s dark. I have to undock then redock for it to be responsive. (When redocked get the Google G, etc, and it’s back up and running)

Support keeps having me do the same steps, check the power numbers, etc. All is connected correctly, have 2 others on other floors with zero issues. 

Any help would be greatly appreciated! 

[Patrick_Caezza]

Which Nest thermostat do you have?

How is it wired?

[scolley96]

The new, 3rd generation. Installed it 2 months ago. It’s wired as the others, with the common wire. @Patrick_Caezza 

[Patrick_Caezza]

Do you have separate systems or one system with a zone controller?

If you have a zone controller, post a picture of it and its wiring.

[scolley96]

Zone, 3 thermostats, main floor and basement no issue like this. 

you need cover removed from zone? 

@Patrick_Caezza 

[Patrick_Caezza]

Only if you can't see how it's wired.

[scolley96]

 @Patrick_Caezza 

[Patrick_Caezza]

Thank you.

Everything looks correct.

Have you tried swapping the display with one of the other thermostats and seeing if the problem follows?

[scolley96]

Is have not. I will try that. @Patrick_Caezza 

[Jenelyn_O]

Hi there,

Thanks for reaching out — were you able to swap the display as Patrick_Caezza suggested? Please let me know how it goes, as I'll be willing to assist you from here. 

I appreciate your help, @Patrick_Caezza.

Best,

Jenelyn

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[scolley96]

If I flip with the other nests I have, do I need to re-install them/rename them? 

[Markjosephp]

Hello folks,

I wanted to stop by and see how I could help.

Thanks for assisting, Jenelyn and Dan

@scolley96, there's no need for you to reconfigure your two Nest Thermostat displays when swapping. A prompt might appear with the wiring changes; select continue for the confirmation and let us know how it goes.

Regards,

Mark

[scolley96]

If the 2nd floor disconnects again I’ll swap out and see. Thank you all for the help! 

[Markjosephp]

Hi scolley96,

Sounds like a plan! I appreciate your effort in doing all these steps. Please let us know how it goes, as I would be glad to know what the result would be.

Thanks,

Mark

[Markjosephp]

Hello there,

I'm checking back in — how's it going? Still need our help?

Thanks,

Mark

[scolley96]

I swapped it out with the 1st floor thermostat. It’s still having the drops/unresponsive issues. What can be done? 

[Markjosephp]

Hi scolley96,

Thanks for the update. We'd be happy to take a look at this for you.

Could you please fill out this form with the needed information? A member of our support team will be in touch over email to help.

Regards,

Mark

[EmersonB]

Hey everyone,

@scolley96, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

I appreciate the help, Patrick_Caezza, Dan, Mark and Jenelyn.
  
Best,
Emerson