Cannot install/connect Nest thermostat Stuck on Continue Setup in the Home App

[Riobamban]

I've used the Home App to try to connect the thermostat.  When trying to install, it reads that something went wrong and that I may need to factory reset this device before you can set it up again.  The thermostat also continuously reads Continue Set Up in the Google Home App. 

I've tried taking the batteries out and reinstalling.  I've tried a factory reset as well, but it does not allow me to, touching the side bar just triggers the Continue Set Up in the Google Home App message.

I've tried deleting the Home App from my phone and reinstalling, all to get the same result.  I'm at a loss as to how to do a factory reset (holding side 10+ seconds doesn't work) for the thermostat, and as well getting it to be recognized and installed in Google Home.  

[David_K]

1. First, power off your phone, usually by pressing and holding its power button.
2. Leave it powered off for a few minutes, then turn it back on.
3. Make sure you're using a recent version of iOS and the latest version of the Google Home app.
4. Make sure Bluetooth is turned on and you're connected to the Wi-Fi network you want to connect it to.

Once that's done, do the same steps it sounds like you originally did:

1. Pull your thermostat off its base and remove both AAA batteries.
2. Replace the batteries and press your thermostat onto the base until it clicks into place. 
3. Your thermostat will take a few moments to turn on and restart.

Once ready, retry setup in the Home app.

[Riobamban]

Thank you for your response.  Unfortunately, after doing the above, the thermostat still cannot connect.  It reads that I may need to restart the themostat.  I've tried restarting, but it doesn't work, it remains stuck on Continue Set Up in the Google Home app.  I've taken the batteries out for days, and it still reverts to the same message.  Holding the edge of the unit also does not activate the menu for resetting.  Are there any other ways to reset the unit so that it can be recognized? 

[David_K]

I've asked a specialist to review this topic and advise on next steps.

[Jenelyn_O]

Hi there,

Thanks for reaching out and for being a step ahead of us. We'd like to dig deeper into this. Please fill out this form with the needed information and let us know once you're done.

I appreciate your help, @David_K.

Best,

Jenelyn

[Jenelyn_O]

Hi Riobamban,

Checking in — were you able to fill out the form? Please let us know once done.

Thanks,

Jenelyn

[Riobamban]

Yes, I completed the form 

[zoeuvre]

Hi folks, 

@Riobamban, checking in — we haven't received your form. Make sure that you filled out the form using your Google Community email address or your Google Community profile or account.

Best,

Zoe

[zoeuvre]

Hey Riobamban, 

I wanted to check and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.
 

Thanks,

Zoe

[zoeuvre]

Hello Riobamban, 

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 
 

Regards,

Zoe