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Cannot connect new thermostat to the app

GreenBeardGuy
Community Member

I have installed a new Thermostat, and I cannot get the app and the hardware to connect or even see each other.  I have it correctly wired, the Thermostat is displaying a message saying to connect via the app. The app does not see it, and I have been  through all of the troubleshooting steps. Any ideas on what to try next?

 

1 Recommended Answer

GreenBeardGuy
Community Member

Okay, I was finally able to get it to work, had to do a Factory Reset and it finally let me connect.

View Recommended Answer in original post

13 REPLIES 13

davidking
Gold Product Expert
Gold Product Expert

To confirm, what model of thermostat is it and what brand/model of phone are you using?

How to tell which Nest thermostat you have - Google Nest Help


Volunteer since 2011, Product Experts are not Google employees.

GreenBeardGuy
Community Member

It's a straight Nest Thermostat. I'm connecting with a Galaxy Android phone. My roommate was able to connect with her Apple phone, so not sure what is up. This phone works just fine with my Nest in my other house.

GreenBeardGuy
Community Member

Okay, I was finally able to get it to work, had to do a Factory Reset and it finally let me connect.

Glad to hear that!


Volunteer since 2011, Product Experts are not Google employees.

David,

I have the same issue the setup in home app never finishes to add the thermostat to my home. It say something went wrong and you have to exit setup. I tried the factory reset took batts out reloaded app moved my router closer. No success. Any ideas?

Markjosephp
Community Specialist
Community Specialist

Hi everyone,

 

Chiming in. I definitely wanted to stop by and see how I could help.

 

@davidking, Thanks for your help!

 

@GreenBeardGuy, I'm glad that you were able to add your Nest Thermostat on the Google Home App. If there’s anything else I can help you with, please let me know.

 

@Dyp1985, I'm sorry to hear about the issue you're also having when trying to set up your Nest Thermostat. Let me take a closer look and see why it won't connect to the app.

 

To isolate:

 

  • Is this a first time set up?
  • What's the make and model of phone you're using for the set up?
  • What type of Nest Thermostat you're trying to add?
  • Are you getting any message codes during process?

 

I'll look forward for your response.

 

Best,

Mark

I have a google nest thermostat 2020 model with the mirror faceplate. All connected properly after running a c wire. I have a trane furnace and apple iPhone 12. The issue is during the setup on the home app it fails after connecting to the network. Is says finishing up then something went wrong. I’ve tried another iPhone 8 with same results. I moved router closer, restarted it and phone, deleted app and reinstalled but nothing except failure. help please.  
Thanks to the following members for earlier help 
@Markjosephp

@davidking  

Markjosephp
Community Specialist
Community Specialist

Hi Dyp1985,

 

Thanks for getting back and I appreciate you've tried finding a fix. Let's give these steps another shot:

 

  1. On your Nest Thermostat, remove the display from the base and take remove the batteries for at least 2 minutes.
  2. Put them back in and connect the display to its base. Make sure it'll click into place.
  3. Reset the thermostat to default. Settings > Factory reset.
  4. On your phone, toggle off/on its Bluetooth and WiFi.
  5. Open the Google Home App and tap the + button.
  6. Tap Create new home.
  7. Follow the steps and set up device.

 

Please let me know if that helps, or if the issue still persists.

 

Regards,

Mark

Did exactly as you detailed and got the same results. I think I’m sending it back as I’ve wasted a lot of times on this. Thanks

Markjosephp
Community Specialist
Community Specialist

Hello Dyp1985,

 

I appreciate your effort in doing all those steps. Thanks for giving it a shot.

 

One more thing, could you try setting up your Nest Thermostat via Hotspot? You'll need two devices to complete this. First device will be use for set up and second device will be the source of the Wi-Fi connection (hotspot). 

 

Give these steps a whirl: 

 

  1. Turn on the Wi-Fi hotspot and mobile data on your other device (with an active hotspot data plan).
  2. Using the setup device, go to your phone settings, turn on WiFi and connect to the Wi-Fi hotspot provided by the other device.
  3. Also, using the setup device — make sure Bluetooth is on and cellular data if off.
  4. Open your Google Home app and go through the setup process. Choose the Wi-Fi hotspot as your Wi-Fi network.

 

Let us know if it works.

 

Thanks,

Mark

Hi there,

 

That's great! Thanks for giving it another shot. You can still use your Nest Thermostat without Wi-Fi or a hotspot, but you must do so manually. 

 

What happened was, It's most likely that an unknown variable in your network environment (such as Wi-Fi network congestion, router firmware issues, or security settings) is causing the issue. These variables are outside our area of expertise, but we'd recommend examining your network environment to determine what the unknown variable could be. Here's a link that might help.

 

If there’s anything else I can help you with, please let me know.

 

Best,

Mark

Hi everyone,
 

@Markjosephp, thanks for the help.
@Dyp1985, as we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Mel

Dyp1985
Community Member

Success.!!!  Thanks much for your assistance.
I deleted app, reloaded , setup new home, removed batts, reset to factory, setup hotspot. Went through the setup, it joined the network updated thermostat and finished updating home app. Then ran me through setting up schedules.
So the big question is;  does it still work w/o a hotspot and what’s wrong with my Wi-Fi network?

Again thanks for your ideas and time!