3rd Gen Update software loop even after restart

[UpdatingSoftwar]

Hello, I have been a happy customer of the Nest Learning 3rd Gen for a few years. However, since the past two days, the thermostat is going in an endless "Updating Software" loop. It then goes to "restarting, be back in a bit" screen followed up with the actual restart with the Google logo. It however promptly goes back to updating software. The thermostat's regular menus are not accessible and don't show up.

I've tried to restart the thermostat with the 10-second press, but it continues back in the loop. We're in Chicago in March and we are still reliant on the heater.

I read the posts and they recommend a reset, but I don't know how to do that when the thermostat screen and menus are not available.

[gmelanymelissa]

Hi @UpdatingSoftwar,

Thanks for posting here in the community. I'm sorry to hear you're having trouble with your Nest Learning Thermostat (3rd gen). I understand how frustrating it must be to have your thermostat stuck in a software update loop and restarting repeatedly over the past two days. I'm happy to help!

I appreciate all the efforts you've been making to resolve this inconvenience. To better understand the situation, I'd like to ask a few questions:

• Are you getting any error codes in addition to the "updating software" message?
• Do you see any LED lights on the display?
  • If so, is it green or red?

Once I have these details, I can assist you better with the specific information.

Keep me posted.

Regards,

Melany

[UpdatingSoftwar]

Thanks for your response to my issue.

I do not see any error messages. There are three activities it keeps cycling through on the thermostat dial - "Updating Software...", "Restarting... Be right back", and the Google startup screens.

When you speak of the LED light, is it that little dot on the top? If so, it doesn't show up during the software update cycle, it blinks to the regular green and red when it's restarting.

The app on the phone seems to be operational, but it does not exactly control the functioning of the actual heater appliance. It's control of the actual heater is very erratic and it is not operating the heater since the house is cold!

[gmelanymelissa]

Hi there!

Thanks for the follow-up information.

Let's try the following steps to perform a battery disconnect:

• Remove the thermostat display from its base.
• With the display disconnected, press the thermostat ring until the screen turns off.
• Release the ring when the Nest logo appears, indicating the thermostat is booting up.
• Once the thermostat displays the message, "Please attach the display to its base," then reattach the display.

Let me know how it goes.

Best regards,

Melany

[UpdatingSoftwar]

Thanks. I followed your instructions and put back the dial after the "reattach the display" message. It promptly went back to the "Updating Software" screen followed by a blank screen and then the Google startup screen. It's cycling through these screens over and over. The app on the phone shows that the thermostat is offline.

I wonder if there's a way to do a factory reset if I remove those two little screws on the back? Otherwise, I don't see a way to get out of this never ending cycle :). Or, I just have to replace the thermostat.

[gmelanymelissa]

Hi there!

Thank you for the update. I'm truly sorry to hear that your device is still not working despite the troubleshooting steps you've taken and that the thermostat is offline through the app.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Keep me posted.

Best regards,

Melany