Cannot complete setup in Nest app

[Jpeterson85]

When I try to finish setup in the Nest app it keeps freezing up when it gets to enter the location of the thermostat. The app just freezes up and won’t let me pick the location in the house 

[Youreanation]

I’m having the exact same problem.  The screen in the Nest App locks and won’t recognize anywhere I tap on the screen.  I’ve tried resetting the thermostat, no luck, I tried powering down my phone, no luck.

[Misthailin]

I am also having the same exact issue.  Setup goes fine, until I choose the location and the app freezes.  This is the nest app by the way.  On the Google home app, the app never connects to the Nest Thermostat E.

[Kfurey99]

I’m having the same issue, cannot finish set up and app keeps freezing on pick a location 

[runralphierun89]

Same problem help!

[vampy]

Same issue here as well, just freezes I am using iPhone 11 

[runralphierun89]

Had to use the app on my I-pad which worked to get past the issue and complete the setup. 

[Ddrav]

Can’t get it to work on the iPad either

[Sweent]

Going to iPad let me complete the setup.  Thanks.  I was so frustrated.

[t_schilly]

Thank you for suggesting this as an option! This worked! I was pretty frustrated and ready to go get completely new and different thermostats, but this (using my iPad) allowed me to finish setting up the thermostat! 

[Kfurey99]

Update to my previous thread: I️ used my husbands android phone and it went right through 

[sanbao369]

Me too

[Jc6177]

Me too

[Jc6177]

Any answers out there? 

[arxwx]

I’m having the same issue with my Nest Guard. After it adds the device to my account, the nest app freezes and I can’t continue my setup.

[Misthailin]

Pretty sure the guard is done with.  They do not support it anymore.  They were supposed to reach out and compensate people with google store credit or an install of the simplisafe worth $400 something, but clearly you didn’t know, neither did I.

[arxwx]

Google says they don’t discontinue the Nest Secure until 2024.

[arxwx]

Adding something, I successfully paired it to my home on another device and it worked. The iOS Nest App client these days…

[Jenelyn_O · Accepted solution]

Hi everyone,

Thanks for reaching out. I'm sorry for the delay. Could you please try to reinstall your app then once you're in the setup process of choosing the location you want to add your device, wait for 5 minutes on the screen that froze. Let me know how it goes.

Best,

Jenelyn

[Youreanation]

I had to reinstall three times and let it sit on the frozen screen for a week, but yeah, it finished connecting this morning.  I bought multiple thermostats (I have a multi-story home).  By this rate, I should have them all hooked up by 2072.  But at least it I got the first one working.

[Suzi322]

I did exactly what you said and it doesn’t work!  I let it sit and finally a check mark showed up by the location room.  Then, a message pops up that “it couldn’t connect and to TRY AGAIN”.  Is there a customer service PHONE NUMBER because the online help is a joke!

[Hfelder5007]

My nest connect will not connect. When I attempt to set up app freezes. I buy a $300 lock and the app doesn’t work. Help or I will be returning. 

[debi926]

Hi Jenelyn,

I tried to do exactly what you suggested and still frozen at setup when having to choose location.  No customer service number!?!?  I’ve been at this for 3 days.  I’m about to rip it off the wall!!  

[Nest2022point]

Yes this worked. Thx Jenelyn

[ad13]

waiting woe

waiting a few mins worked  

[dougfkochgmail]

Me too on two out of three 

The third one won’t even connect no matter what I do 

[SPT0711]

My thermostat will not assign room than freezes

[newnestowner]

to those in the post, waiting 5 minutes works

[JohnMellor]

Wait for 5 minutes before selecting the room, or wait 5 minutes after select the room???

[Jc6177]

I went through  this this morning and got it to work. had to go through the whole set up and connect app last. your address, wifi etc...As well when I first sign into app I needed to choose the eco temps. I have two thermostats and all need to be under same home group and wifi 2.4. I have a dual band router and did not have to separate.

Good luck! 

[idonotwanttoreg]

I finally figured this out.  When you get to the spot in the setup where it freezes, go ahead and select your location in the house where it is located.  And then it freezes.  And then let it sit and do nothing for like about 5-10 minutes and then it goes on.  it is weird, but it works.  If it doesn't work within 10 minutes, then forget this idea, but it worked for me!

[arxwx]

I get to the point where it says it was added to my account. I click next and it freezes. About a minute passes and it crashes. My only way of fixing it was to do it on another device.

[Jenelyn_O]

Hey arxwx,

Thanks for the update. We hear you. Our team is working hard to deliver the best experience for our users — be assured that we're taking note of it. 

Kind regards,

Jenelyn

[JulesofTexas]

The reply from Jenelyn was on Wednesday and I’m having the same issue on Sunday. I get to the part in the app (setting up Nest Connect) where I’m setting the location, but the app won’t even let me choose “next” then it crashes about a minute later. I’m considering returning the **bleep** thing. 

[Suzi322]

I appreciate that you are “hearing” us, but it needs to be fixed!  When might that happen?

[arxwx]

At least I set it up on another device successfully! What is wrong with iPhones these days?! I can stop maining my 14 Pro when I want!

[surfnski8]

Hello Jenelyn, 

Today is July 20,2023 and this Nest is a piece of **bleep**!!! I read the comments about it hanging up when selecting the room. How the hell do you fix this! I cannot even use the thermostat! Going to return this tomorrow and get me an Eccobee thermostat!!!

[Kampper]

If you are replacing a thermostat move the old one away from the area.  Bingo!

[SpringOwl]

A month ago this was posted and August 10, 2023 and it is still happening. No one could possibly be working on this. 

[Stonehange]

@Jenelyn_O I'm glad you hear us. Any chance you'll be deploying a fix? The product is unusable in it's current state. It must be accounting for a high number of returns. Is that not important?
Note: The first item in the list during location setup is <null> which certainly seems to indicate there's something unexpected occurring.