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6.2-22 Software Update Issues

Neelfsu
Community Member

Is anyone on the 6.2-22 Software version and having issues? My Nest thermostat was updated to the new software last week and since then I have had issues with both shorter cycles and the thermostat running for an extended time (far beyond target temperature). I'm curious if anyone else is having issues. 

I've contacted Google / Nest support and not one person  has any details on the 6.2-22 version and this software version isn't listed on the software version page. 

199 REPLIES 199

bradbort
Community Member

Sounds plausible. My nest is one of the original third generation units, but it might be worthwhile to push them to see if they will replace it. I’m betting not. Considering switching to a Honeywell t-9 or something else. 

 

Aside from all the issues you mentioned, pushing an update out just as its getting really cold out is not great timing.

Update. For some reason, when I connect the Nest to my guest network, it no longer disconnects. I’ve never had to do this before (its about 4 years old), but I can live with it as a solution.

HK21
Community Member

@bradbort @Your solution is only applicable if you are able to see Guest network in the Nest when you try to connect to Wi-Fi. Mine keeps spinning and no luck seeing any SSID. Pls share details of what had happened to your unit as a result of this goofy firmware and then how did you connect via Guest network. 

bradbort
Community Member

Sure. What makes things complicated is that both my nest and my router updated firmware within a couple days of each other. Since the nest is the only device having issues, I’m pointing the finger at it.

My symptoms are different from yours. I could see and connect to networks, but if connected to the core router networks, it would drop on the app within a day. If I went to the thermostat, it would say it was connected.  If I set up a repeater, and connected the nest to that, it would also stay connected. Apparently, it also stays connected to guest mode on the router. I’ve always, however, been able to see the available networks. Hard resets did not help. 

I assume your router is working with other clients, and it is only the nest that can’t see anything? If that is the case, I’d suspect its wifi chip has failed. 

While messing with things, I also ordered a replacement Nest, since my utility offers a substantial rebate. I’m in a quandary about whether I should just send it back, if everything is working, or install it under the assumption that there must have been some slip stream improvements since it was released. I bought mine just as it came out, so its been a while. 

What type of router do you have? I’m assuming you have tried rebooting the router, and then doing a full reset on the nest. 

ianhiatt
Community Member

This makes a lot of sense. I have two Nests but one was replaced after about a year by warranty because it's wi-fi stopped functioning altogether. That one has had no issues with the update thus far. My older 3rd gen is the one that had issues. A reboot seems to have fixed it (monitoring it closely), but still really worried it'll kick out during a cold spell...

If either go and they refuse to replace, I'm likely going to switch brands. The absolute silence from Google/Nest on this is disgraceful.

Whitelily227
Community Member

My furnace is running overtime. 12 and a half hours on Saturday. Plus I keep getting “no power to RH wire” all the time. I had the electrician who installed a new RH wire for me when I got the Nest Thermostat come out and check it for me but he says there is nothing wrong. All my electrical in the house has been updated. I can only think that it’s a problem with the update. On top of that, after the update it took us many tries to get it to connect to our internet and get it to connect to our apps. It was a real pain in the butt. We have third gen Nest thermostat by the way. 

Update: my hubby kept doing factory resets and now it seems to be working. Well my furnace is not running 12 1/2 hours a day anymore. 

Having issues again. I run my Nest Therm on a sensor I have in one of the bedrooms and it does not turn the heat on when the temps drops. I have to manually turn on the heat by upping the goal temp. Energy history is also wrong. I wake up in the middle of the night and my house is ice cold but it tells me that my furnace has been running for four hours. If my furnace ran that long, my house would be a sauna. This update really screwed up my system. I have tenants upstairs so this is extra screwed up. No help from customer service either. 

Whitelily227, the furnace was probably running.  Mine ran all day without heating the house.  The Nest says that the furnace is running, and the furnace fan probably is running, but it's not sending a heat signal to the burner so that the burner is not running.  That was the case for me and that's the worst part about this bug.  I had to have a furnace guy in to diagnose this.  I replaced my Nest with an old manual thermostat and everything works fine.

NeilHawaii
Community Member

I have a Gen 3 nest thermostat. After google auto updated to 6.2 the Thermostat would no longer respond to command OFF from Nest  App. I set thermostat to factory default. I uninstalled and reinstalled the Nest app, as requested by customer support.  I then added the Nest thermostat back onto my location. Will not work. Nest customer support could offer no other solutions. Thermostat is no longer responds to OFF command. I can set temperature but not OFF. Two other thermostats on the same account are using a previous version 5.9.4-5 software and they respond correctly to all commands from Nest app. 

If goggle forces a customer to upgrade to new software and it no longer works as advertised we should receive a refund. Its a bit like purchasing a car with blind side warning lights and later the manufacture updates software and removes that feature. We purchased for a feature and if they remove they should refund.

cfc
Community Member

I am not sure this helps...but at least I was able to add Nest back to my account, but...well you'll see.

I had the same disconnect problem and turning off problem of the thermostat. I assumed the turning off was because it was not connected to the app/account and it turned off (it should not, be self reliant in case of lose connection). So after reading all of the above I did the following:
- reset to factory default (same buggy firmware version 6-22)

- try to add the termostat back to my account using Next app and the QR code scan - it did not work

- I tried to add the thermostat in google Home app- it did not work

- I tried to change the phone to the same network where I will add the thermostat - it did not work

- I tried to add the thermostat using the code and serial number, using the Nest app - it did not work

- I tried to the thermostat in the google Home app using code and serial number - it did not work

- THEN I tried to add the thermostat using the web browser on my computer (home.nest.com I think) using serial number (the only option). Once I added the serial number in the browser page, the answer was to continue in the Nest app. I moved then to the Nest app and tried to add the thermostat using QR code - THIS TIME IT WORKED.

 

Now that I had the thermostat added to the app I had to setup the equipment again (make sure you have that handy cause I spent 15 minutes looking for my old installation pics). I verified everything and my thermostat was working good again, and it was much responsive then before in changing the temperature in the Nest app, and then seeing it on the display. 

 

BUT then, I added the room sensors using the Nest app, I have 6, and things got worse and weird again:

- I have tried to add all 6 sensors at once in the Nest app page. At first the app allowed me only 3, it literally un-checked the buttons in the app, after I checked them. I re-checked them and went back to the app, it only still showed 3 sensors. I went back to the page and checked all 6 sensors again. This time they stayed checked. 

- I then went onto the main app page it showed all the 6 sensors

- I then tried to change the reference sensor to a difference one. It change on the user interface, but it was not reflected on the thermostat screen or in the temperature showed on in the app. - THE THERMOSTAT WAS OFFLINE AGAIN. Soon I had the "offline message again".

- I reset the thermostat, but soon after it was offline again. 

 

SO MY EDUCATED NON-SCIENTIFIC guess ( i am in embedded software for 40 years) is that the new 6-22 firmware version is having some memory/processor overload when you make the thermostat processor work to hard. SO:

- I took out 3 sensors from the thermostat connection. Since then the thermostat is still working....but is only 2 hours. It still reacts slower to the Nest app then having no sensor, but I am keeping my fingers crossed. 

 

FOR all of you that still have the connection problem/turning off problem with 6-22. How overloaded is the work of your thermostat (how many sensors do you have, how complicated is your heating/cooling)? Try taking out sensors, may be it helps.

 

Take the above as very empirical and apply if you see fit....BUT I NEED A NEW THERMOSTAT - I like having all the sensors. 

lilogeo12
Community Member

Home app gives me "ERROR" in the thermostat and i can not change any settings. I also had a long chat with Google nest support, and the conclusion was to remove the wires and connect them again..... That's it, nothing was resolved. My heat is set at 70, and the indoor temp is now at 82. WTF how many months do we have to wait for the fix????

They could at least roll back the 6.2.22 firmware update.

cfc
Community Member

Update: 

After all of the above (see my previous post) I still have the same issues.

- Then I took out all my sensors except one. - still have the issues.

- I gave up and called customer support. I spent 2 hours with them explaining all the steps that I went through. The lady escalated  to the "higher techs". They had nothing for me to do or change, I think I exhausted all their options ahead of the call. They cannot roll back, they cannot replace the thermostat if we are out of warranty, THEY WILL REFUSE TO DO ANYTHING. The lady escalated to managers, but I don't expect anything back. 

- However while I was on the call with customer support, the thermostat showed FOR THE FIRST TIME in my home.nest.com account.  SINCE THEN THE THERMOSTAT STAYED ONLINE and connected to the app...so far. It still behaves erratatically (changes temperature limits unexpected) but is somewhat usable.

 

All the best to all of you!

Neelfsu
Community Member

Has anyone gotten a clear answer from Google / Nest on any of the issues with the 6.2-22 update? I have had a case open for over 3 weeks and their support team won't acknowledge the software update is causing these issues.

Here is the last response the support / engineering team provided to me via email  after I asked why my system seemed to be short cycling after the update and also had instances of running much longer than expected (far beyond target temperature):

"The maintenance band became automatically adjustable after the update, the results from doing so could affect when the system starts and stops. This is expected behavior and the customer should not be alarmed for the behavior change he is seeing. 

With regards with the new changes, you can make a new schedule or change the set points in the schedule so that the system behaves more like they are wanting it to behave.  Since this is an automatic thing that is happening this might need to be adjusted from time to time to suit the customers needs."

 

Honestly, I don't really understand that response and the support agent didn't provide much additional context, but hoping it can help someone else. This whole experience has been incredibly frustrating.

 

albiek1976
Community Member

I have that software version. After the furnace finishes its cycle with ECO mode set at 65 degrees. The thermostat reads 69 degrees.

uturn
Community Member

Yes, my thermostat no longer turns on the heat at preset temps. It is freezing in my house and I have to go wobble the thermostat back and forth for several minutes, then say a few hail mary's before it'll come on and hope it remains on long enough to warm up the place before deciding to shut off again. All since firmware update. 😞 

Hobbeks
Community Member

My thermostat went offline on Friday.  Reboot, factory reset, nothing works for more than 5 minutes.  It all comes online after reboot or reset.  After 5 minutes, goes back to offline again.

jobarlow0105
Community Member

I'm having issues with mine no longer detecting sun with sunblock enabled.  The thermostat will read 83+ degrees for close to an hour before the sun moves away from the window.  During this time, sunblock is not detecting this which blows my mind.  

csmall
Community Member

I'm also suffering from the app offline issue and even when it's online the app rarely works when doing simple things like adjusting the temperature etc.. this update broke the 3rd gen nest. It worked flawlessly up until the recent update. It's very frustrating having the thermostat say it's online and connected to the app, but the app shows it offline.

Google, please fix this asap.

Defrogger
Community Member

I finally got around to contacting support, went through the motions of resetting and stuff, still not working.  They looked up my serial number and its no longer under warranty, but they are sending me a replacement anyway, basically they know its the firmware:)

They gave me two options for replacement, one i send them the defective unit they broke back first and then they send me a replacement, or they send me a replacement first and i have 21 days to return my unit.  I chose the second option as i didnt feel like hooking up the old thermostat.  So i have to give them my credit card as they put a hold incase i dont return the old unit.  
Will wait for it to come and hopefully all will be good, my understanding is they just send me the Display unit replacement.

Oh just FYI, i used chat support with them, was quick

 

Brian_S
Community Member

One more thing to add.  I just got off the phone with Google and they weren't aware of the update.  All they could tell me is that my thermostat was out of warranty.  I'm done with Nest.

Wow that sucks, completely different from my experience.  It might be worth trying them again to see if you get a different support rep.  Also try the chat support.  I told them every since update 6.2-22 my wifi wont connect back plus a couple other issues.  I cant say they acknowledged 6.2-22, they just concentrated on trying to troubleshoot and getting it working again.  Then gave up and offered the free replacement.  They said mine was out of warranty but still offered the replacement, but only the display piece.  Its the Nest Learning 3rd Gen.  

Sorry to hear your experience wasnt good, but try chat, they got on quick.

There’s no solution.  I gave Google a month of my life.  Replaced it with the same analog thermostat I removed last April.  

Whitelily227
Community Member

I thought I was done with the issues but I’m not. My furnace is running 15 and a half hours on a 40 degree day. How is that possible? Even after the Nest app says that my furnace is off, my furnace keeps running. This needs to be fixed pronto. I’m going to have to call tomorrow. 

Yeah, that was same problem that I had.  The Nest tells you that it's calling for heat but it's not sending the correct signal to the furnace.   

CaptainJeff
Community Member

Get rid of the Nest thermostat and replace it with an old fashion analog thermostat.  Your stress levels will disappear and you’ll regain control of your furnace (and life).  Google will keep you chasing the illusion that there’s a solution to your problem - there just isn’t.  Sorry.  

bradbort
Community Member

A quick question for those experiencing connectivity issues, but not the erratic furnace performance issues (both seem to be common after the update). What brand/model router do you have. I have an ASUS, which also updated around the same time as the nest update, and I’m trying to sort out what caused the connectivity issues. For me, putting the nest on a guest network seems to have solved the latter. 

csmall
Community Member

Asus is specifically the problem, yes.

I personally have the Asus xt8 WiFi 6 mesh ZenWiFi. I had to downgrade the firmware on it to an august release to fix the connectivity issue. It did in fact resolve the issue though.

The problem is the Asus firmware, not the nest.

Dsmit
Community Member

My 3rd Gen thermostat, after the firmware update, couldn't see any Wi-Fi networks, regardless of the source.  On my phone I can see at least 5 Wi-Fi signals in my home (my neighbors' networks and two within my house). 

Google Support also had me turn on a Wi-Fi Hotspot on my phone to see if the thermostat could see that network.  It could not.

Last week, I got my replacement unit and it worked exactly as it should.  It listed all visible networks and was able to connect to the one I chose.  

My previous (returned) display unit was a different version than the one they sent me...

Display Model: 3.4 (could not find Wi-Fi networks with firmware version 6.2-22)

Display Model: 3.6 (works perfectly with firmware version 6.2-22)

You can find this model version number in the Settings menu under Technical Info.

There is also a Backplate model number.  Mine is 5.4 and was not swapped out.  Google replaced only the Display unit.

bradbort
Community Member

OK. It seems like there are two issues. ONe is a failure for the display unit to be able to detect ANY wifi. That seems to be a hardware/firmware issue.

The second is losing connections frequently. I'm not quite sure that is an ASUS problem, but it could be. CSALL says that he had issues since August, and rolling bakc the firmware helped.  I had not connectivity issues until both the firmware for the nest and the ASUS updated in the beginning of November. AS I said elsehwere, putting the nest on a guest network seemed to stablize things, although I have no idea why. 

 

Oh wait, I misread CSALL's post. He did not say he saw the problem in August, only that he downgraded to an August ASUS firmware version. So, it does seem to be related to the latest asus firmware, or some interaction between both new sets of firmware.

csmall
Community Member

Yes, it is 100% related to the Asus router firmware. I can only speak to my Asus model but I imagine they use similar code and firmware for other models.

It was 100% the cause of my connectivity/app issues. 

There may still be other issues with the nest update, but they may be more related to HVAC stuff than connectivity/app.

For anybody wondering if they have a connectivity/app issue, connect your thermostat to a mobile phone hotspot to troubleshoot and see if it works as expected while on the hotspot.

I had no connectivity issues.  My problem was just that the Nest was only intermittently sending heat signals to the furnace and so the furnace was running all day long and not heating the house as others have noted.

 

HK21
Community Member

Help me understand how were you able to get on Guest network when Nest was not able see any Wi-Fi available. May be I. An try that if you can help. 

bradbort
Community Member

I could see wifi networks. I could not stay connected for more than a day before dropping. 

bradbort
Community Member

I meant it solved the connectivity issues. 

Hobbeks
Community Member

I have just found out few more issues.  My Thermostat is NOT holding the Date/Time settings.  This causes the thermostat to come on at the wrong time or turn off at the wrong time.  Also having intermittent charging issues with battery.  Yes I have the C wire with it's 200milli-amp current draw.

 

Afmyers
Community Member

Nest Gen 3 display model 3.4 and since the update on 26 October, have been experiencing short cycling with the furnace. Received error M6 as the furnace turned on and off multiple times within 15 minutes. Tried a factory reset just now and initially got the m15 error but it seems to have cleared itself almost immediately. Hoping this fixes the short cycling issue but if not, will switch to eco bee today! 

Very frustrating as a long time nest customer. Having everything integrated in one app is great so it will be annoying to have to adopt the eco bee too.  

Dsmit
Community Member

Anecdotally, from all these posts, it appears the firmware update 6.2-22 does not play well with Display model 3.4.  It’s working well (so far) with the Display 3.6 that Google sent me.