Factory reset prior to setup

[KPatrick]

Setup one nest to our Home without issues. Second Nest I’ve tried setting up over a dozen times and it won’t work. It keeps telling me that there’s something wrong and I need to do a factory reset. However I’m getting this message while attempting to setup the device so there is no way for me to complete a factory reset. I’ve ensures all wires are connected (even though it has told me a few times during setup the C wire isn’t connected). I’ve also tried creating a new Home and the issue persists. I’ve tried taking out the batteries and trying again. Same issue. It says C wire isn’t connected, and then when I attempt to set it up again it says the device has “something wrong” and it suggests a factory reset. We have an infant and his room is now 85 degrees - help!

[Markjosephp]

Hello KPatrick,

Thanks for reaching out, and I'm sorry you're having trouble adding your second Nest Thermostat to the app. I'd be happy to shed some light on the situation here.

I appreciate all the steps you have taken. To start with, can you share with us your old thermostat and Nest Thermostat wiring so we can see its configuration? Also, what's the message code you're getting when it fails?

I'll look forward to your response.

Regards,
Mark

[KPatrick]

Good morning, I’m not getting a message code. It just says “ something went wrong. You may have to factory reset this device before setting it up again. “ 

We have a Y, C, G, R, W

[RenzJ]

Hi everyone, 

Thanks for the update @KPatrick, We have ways to erase previous settings during thermostat setup. I want to check a couple of things before we go into the troubleshooting part.

1. Are you from North America or Europe?
2. What type of Nest Thermostat do you have?
3. Send us a screenshot of the message you´re getting on the Nest app and Nest thermostat
4. Send us the wiring diagram of the original thermostat and the current wiring of the Nest thermostat.  

Thanks for the help here, Mark.

Cheers,

Renz.