Cannot connect during install

[smiller18]

Hello,

We are trying to install our new nest thermostat E - however it will not detect it during setup. We've tried multiple phones, scanning the dot matrix or with the code on the bottom - it won't progress. Is this image normal?

 

[Frank11322]

I had same problem. Kept sending me from Google home to nest app and back. Just needed to update Google home app and it worked. 

[smiller18]

Not that unfortunately - it won't connect through the nest app. I've also tried the Home App (after uninstalling and reinstalling - I still had "Error: unable to start device paring

 

 

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and ensure you are good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[smiller18]

Hi Jake,

Thanks for reaching out. After a lot of time with the Google support team we identified that the unit was faulty and Google exchanged it. The new unit went through initialisation with no issues.

Cheers