Can't connect Nest thermostat e to the app due to the failure at the last step

[Lei2022]

Hi, 

My Nest thermostat E worked well with my and my wife's nest app. But after several months, we cannot find it on our apps or web accounts. However, the Nest thermostat e still showed connected with an app. 

To let Nest thermostat e connect our apps again, we reset the Nest thermostat e, deleted our accounts, and tried to link Nest thermostat e to a new account. Each step worked fine, but the finalization step always failed.

Any suggestion is highly appreciated. 

Regards,

Lei

[Markjosephp]

Hello Lei2022,

I'm sorry to hear about the issues that you're having when trying to set up your Nest thermostat. I'm happy to help.

Do you mind me asking which prompt in the process failed? Also, what's the message you're getting?

Looking forward for your response.

Thanks,
Mark

[Lei2022]

Thanks, Mark. Let me describe the details.

1. I connected the Nest thermostat to my wifi successfully. By the way, the Nest thermostat shows the software version 6.2-27.  

2. I used my nest app on my iPhone to add a product and scanned the QR code which was shown on the thermostat surface.

3. I selected "already installed".

4. The app showed the setup step by "connecting looking for wifi network". The Nest thermostat started showing a circle rotating.

5. I selected my wifi and input the password and the nest app showed "Connecting Testing wi-fi" and then "Finishing up adding to your Nest account".

6. The app showed "Failed to add Nest thermostat E to account. There was a problem adding the thermostat to your Nest Account. TD009(18.1)". At the same time, the thermostat showed "Your thermostat could not be added to your account. Check the app for more info". 

7. The thermostat asked me to reset.

Thanks,

Lei

[Markjosephp]

Hi Lei,

It's me again. Thanks for sharing the steps you have taken. Let's sort this out.

It appears that the connection time-out or a potential service error during the set up. Let's give it another shot here:

1. On your thermostat. Go to Settings > Reset > Account connection > Reset to confirm.
   1. It will restart your device and disconnect from your network.
2. Reconnect it back to your Wi-Fi network.
3. Open the Nest app and create new home structure. Have a look at this guide.
4. Then, proceed adding your thermostat again to the new structure.

Let me know if that helps.

Best regards,

Mark

[Lei2022]

Hi, Mark,

I created a new home structure and deleted the old structure. Then I repeated what I had done. The same error was reported. Here I have a question. Previously, when I scanned QR code, the nest app would ask me to check and confirm the entry key. But in recent several times, the app did not ask me to confirm it.

Best,

Lei

[Lei2022]

By the way, I always keep a single home structure at my home and nest app.  I only have this thermostat device but not any other device at home.

Regards,

Lei

[Markjosephp]

Hi Lei2022,

It's me again. Thanks for giving it a try.

Going over the steps here might help:

• Reset your Nest thermostat to factory settings and restart your phone.
• Add your thermostat on the Nest app.
• If the same issue persists, try using a different device for the set up, such as another phone or tablet.

Keep me posted.

Best regards,

Mark

[Lei2022]

Hi, Mark,

This time I used another phone (android). I installed the nest app and logged in, and created a new home. I reset the Nest thermostat to factory settings, linked the thermostat to my wifi and tried to add the thermostat on the Nest app. Sadly, I still failed on the last step with the error code (TD009(18.1)). 

Regards,
Lei

[Markjosephp]

Hi Lei2022,

I'm sorry to hear the issue is still persisting and thanks for trying the steps.

We'll go ahead and check for possible options. Please fill out this form so we can investigate and let me know once you're done.

Best regards,

Mark

[Markjosephp]

Hello Lei2022,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked in 24 hours.

Best,
Mark

[Lei2022]

Thanks, Mark. Please keep me updated.

Regards,

Lei

[Markjosephp]

Hi there,

No worries! Your issue has been escalated to our upper support team. So I'm going to lock this thread in 24 hours; be on the lookout for an email from us in your inbox soon.

Best regards,

Mark