Accessing menu on nest 4th gen learning thermostat

[Rockyboo]

I had an earlier nest thermostat and just upgraded. Got everything wired correctly. On the thermostat itself it instructs me to continue setup in the Google home app. It gets stuck on the connecting screen. On the thermostat itself I can't get it to bring me to a menu. It does nothing when I touch it. If I hold down to reset it just goes back to that message.

So it is alive and charged, but not letting me access a menu. Help!

[tajennifer]

Hi Rockyboo,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing with your Nest Learning Thermostat (4th Gen), which is not letting you pass from the "Continue setup in the Google Home app" screen. I appreciate the information provided. I understand how difficult it can be when things don't work as expected. But don't worry; help is here.

I just need to ask for some information to provide the best solution.

• Are you getting any error code when the app gets stuck on the connection screen?

• Have you tried any steps to troubleshoot the app?

Please keep me posted.

Best regards,

Jenny