App locks up when trying to setup thermostat

[BobSquires]

Nest thermostat is connected to internet. Have added device to app but can't finish setup. In the part of setup where it ask where it is, I select a location and then nothing. App freezes?  There is no next button 

[zoeuvre]

Hi BobSquires, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. I want to check and see if you are still in need of any help. If so, please answer the following:

What type of Nest Thermostat do you have? Do you see any message or code on the app as you try to pair the thermostat with it? Also, by any chance, have you tried to use another phone or tablet to pair the thermostat on the app? If not, I recommend you try that as well, so we can determine if it is an app or connection that is causing the situation.

I'll look forward to your response. 

Best,

Zoe 

[BobSquires]

Thank you for your reply. I had been away from home for past week and can just now address this again. I have deleted, re-added, etc. but still same problem. During setup I get to the step where system asks me "where did I put thermostat", I make my selection and then nothing. There is no next or continue button. System just sits there. 

[PhxMtn]

I'm having the same exact issue. The app locks up after displaying the page asking "where did I put the thermostat". 

[Jenelyn_O]

Hi PhxMtn,

Thanks for letting us know. Please try to reinstall your Nest app. If the issue persists, wait on the frozen screen for 5 minutes or more, until the page goes through. 

Best regards,

Jenelyn

[Breal]

I have the learning thermostat and currently waiting the 5 -7 mins to see if anything happens and yes it shows ( use the app to continue setting up your thermostat and it has more info highlighted in blue 

[Jenelyn_O]

Hi Breal,

Cool, that's good to hear. To confirm, were you able to successfully set up your Nest Learning Thermostat? Please let me know how it goes.

Cheers,

Jenelyn

[Wilson3086]

I’m having the same problem

[Jenelyn_O · Accepted solution]

Hi folks,

Thanks for keeping us in the loop. We're aware of the issue. For now, please try to set it up again and once the page freezes up after selecting a location for your Nest Thermostat, wait for at least 5-7 mins until it goes forward to proceed with the setup. 

You can do the same troubleshooting, @Wilson3086.

I appreciate the help, Zoe.

Regards,

Jenelyn

[Carrigan2]

Why has this NOT been addressed yet? Come on google! 

[Markjosephp]

Hello there,

I know it has been a while, but I wanted to ensure that everything was covered here.

Thanks for the help here, Jenelyn.

To everyone, are you using an iOS device? If so, please check this out. Open the phone's Settings > Safari > Cross-Site Tracking and disable the settings that allow cross-site tracking. Then, restart the phone before attempting to set up the thermostat.

Let us know if you need more help.

Regards,
Mark

[evecull]

I tried all the above. it has been two weeks. now a pop up says 'something went wrong the app had trouble connecting to the nest service. try again"

[Jenelyn_O]

Hi evecull,

Thanks for keeping us in the loop. Please check your system's Nest Service Status. It will help you see if there's a current issue with your Nest Service. Also, try to reinstall the app.

I appreciate the help, Mark.

Kind regards,

Jenelyn