Forgot Nest thermostat pin and can't access it

[NevadaDad]

I can connect my locked NEST thermostat to my Win 10 computer via USB cable.  It shows up as an F: drive and I can navigate to the technical info.plist file. Now what?  How do I do a hard factory reset to remove the PIN or put it back to the factory default (if one exists - like 0000)?

[Ashepherdson]

Is your thermostat still connected to wifi? If so out it back on the base.. go into the nest app

1. Tap the Nest thermostat you’d like to unlock.

2. Tap the Settings Nest settings icon icon in the top right corner.

3. Scroll to the bottom of the menu and tap Unlock.

[NevadaDad]

No - it is not connected to WiFi and I do not have connectivity through an app. Even if I had the app, the NEST is locked and I cannot unlock it to get into settings to connect to my own WiFi network. All of its settings, including the unknown PIN, date back to the home’s original owner who is long gone. Chain of custody is as follows:

1) NEST purchased, installed, and configured by “A” (home’s original owner) sometime prior to 2021

2) home purchased by “B” in 2021; NEST comes with house but device is locked and “A” does not provide PIN to “B”

3) “B” gives NEST to me and purchases a simple manual thermostat for herself instead; I become owner of the NEST but it is locked and the PIN is unknown by both “B” and myself. 

[GIBSON7895]

FORGOT 4 DIGIT PIN FOR THERMOSTAT

[NevadaDad]

Read my post using the link below for reasonably detailed instructions; however, be advised that you cannot reset the 4-digit PIN without contacting NEST support.  Although my steps are quite detailed, they do not entirely circumvent the need to contact NEST and they do not explicitly list every last detail and step.  NEST support must be enlisted to send you the correct "reset to factory original" file and to provide steps on how to change the filename:

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Forgot-Nest-thermostat-pin-and-can-t-access-...

[BrandiKay]

Did you ever figure it out? I’m having the same problem and When I try to contact them for help it’s simply brings me to this help page which does not provide many answers lol

[NevadaDad · Accepted solution]

Yes - I figured it out and tried to document my steps very clearly here. What exactly are you having trouble with in the steps?  I’ll try to help as I am able. 

• Here is the link to the steps: https://www.googlenestcommunity.com/t5/Nest-Thermostats/Forgot-Nest-thermostat-pin-and-can-t-access-...
• Here is the link to the Google Nest support team: https://support.google.com/googlenest/gethelp 

[EdwardT]

Hi folks,

@NevadaDad, thanks for the help!

@BrandiKay, thanks for reaching out. I'm sorry to hear that you can't unlock your Nest Thermostat. If you're still having this issue, please plug in your Nest Thermostat to a PC and let us know if you can see the PLIST file.

Thanks,

Edward

[NevadaDad]

no WiFi connection

[Ashepherdson]

You will need to contact Nest support here. The reason for this step is that they have to provide you with a special file that is downloaded from them and placed into a special directory on the Nest thermostat which resets the Nest back to factory defaults, and, eliminating the 4-digit pin code.

[NevadaDad]

Thank you. Mission accomplished. For others that are facing the same problem, here is an overview of the steps to resolve your issue:

1. Contact NEST support here.  I used chat but there are also phone numbers. Please note that this step is non-optional. The remaining steps were not recorded by me in sufficient depth to make this completely DIY. 

2. The chat agent escalated me to a Sr. Specialist after a few minutes of gathering information, including the device serial number (which was actually not on my device anywhere — but they were able to proceed without it).  

3. You will be emailed a special file by the agent.  You must be able to connect to your NEST device with a USB cable to place this file on your device. I was using a Windows 10 PC and my NEST showed up as drive F:  There is a file on that directory ( i.e., already in the NEST device) called “Technical info.plist”   Make sure you can connect to your NEST device and see this file before contacting support. It will save time later. 

4. The agent will email you a file called “ResetToDefaults.dropbox”. You then copy it to your device. At this point, you will have two files in the device: “Technical info.plist” and “ResetToDefaults.dropbox”

5. You will then open up the Command Prompt in Windows (windows key + r to open the “run” box and then type “cmd”.)

6. On the command line you will switch to the drive letter of your NEST device (for me it was F:).  You will then rename the file to simply “.dropbox”. I don’t know why this has to be done from the command prompt instead of just through Windows Explorer. 

7. You then close the command prompt by typing “exit” on the command line and then disconnecting the device from the USB cable. The device reboots at this point and when it does, it apparently finds the .dropbox file which boots it in a special way that resets it to a factory default, unlocked state. At that point, it behaves like a new device, fresh out of the box. You then proceed to set it up as though it was a new device. 

The key here is that there is no way to do this without connecting to NEST support and having them email you this file. They will also email you the command line instructions to use (or provide the instructions as part of your chat). The whole process took me about 30 minutes. 

[joeywilko]

please can you explain when once i have opened the command box, i have typed the drive of the nest 😧 for me, but then unsure what to do next? please help 

[NevadaDad]

I did not make detailed notes on the exact steps. I was in a chat with a Google Nest support technician who walked me through each step. Suggest you contact them. My note above was not intended to be a detailed self-help walkthrough. It was simply to show the basic idea of how this issue is addressed by Google. 

[enriqxxx]

can you upload the file . please

[enriqxxx]

this works as long as i have the team mail associated

[enriqxxx]

i got it...  ResetToDefaults.dropbox

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
    <key>Configuration</key>
    <dict>
        <key>ResetToDefaults</key>
        <string></string>
    </dict>
</dict>
</plist>

[Algetic]

Able to help me out?

[enriqxxx]

follow the steps above but without communicating to support. this is the famous file copy the code in a notepad,

[klove457]

Good morning.  i keep clicking on your link and it just takes me in circles back to these options.  Is there away to speak to someone online?

Thanks. 

[Ashepherdson]

There are two buttons at the bottom, one says get help from the community which brings you here.  Don't click that.  One says contact us, click that. 

https://support.google.com/googlenest?hl=en#topic=7029097

[klove457]

Thanks.  I've completed that one as well, but i wasn't sure if that meant someone would reach out to me separately or not. 

[Andy3]

I'm in the same position as this - Although mine is due to Virgin Media messing up my WiFi which the Nest was connected to, now it won't recognize my PIN because it won't recognize my original WiFi (can't change the Wifi connection until the PIN is unlocked - catch 22).  Nest helpdesk didn't seem to know what to do, although this seems a bad design with the system (couldn't the PIN change be made using the app and the serial number??), loads of people must get locked out like this.  I was told someone will call me back - although I'm not counting on that happening, seems that it another fobbing off.  Will never get another Nest product again!!

[Oltean]

I forgot pin and can’t access thermostat 

[Ashepherdson]

I'm escalating this to the customer team, as you will all need to speak with them to get the required files to unlock your devices.

[klove457]

I still need help.  I have the thermostat plugged into the como and see the file.

thanks.

[Ashepherdson]

So nest support gave you the file, and didn't provide instructions?  I'm going to quote Nevadadads post 

1. Contact NEST support here. I used chat but there are also phone numbers. Please note that this step is non-optional. The remaining steps were not recorded by me in sufficient depth to make this completely DIY.  

2. The chat agent escalated me to a Sr. Specialist after a few minutes of gathering information, including the device serial number (which was actually not on my device anywhere — but they were able to proceed without it).  

3. You will be emailed a special file by the agent. You must be able to connect to your NEST device with a USB cable to place this file on your device. I was using a Windows 10 PC and my NEST showed up as drive F: There is a file on that directory ( i.e., already in the NEST device) called “Technical info.plist” Make sure you can connect to your NEST device and see this file before contacting support. It will save time later. 

4. The agent will email you a file called “ResetToDefaults.dropbox”. You then copy it to your device. At this point, you will have two files in the device: “Technical info.plist” and “ResetToDefaults.dropbox”

5. You will then open up the Command Prompt in Windows (windows key + r to open the “run” box and then type “cmd”.)

6. On the command line you will switch to the drive letter of your NEST device (for me it was F:). You will then rename the file to simply “.dropbox”. I don’t know why this has to be done from the command prompt instead of just through Windows Explorer. 

7. You then close the command prompt by typing “exit” on the command line and then disconnecting the device from the USB cable. The device reboots at this point and when it does, it apparently finds the .dropbox file which boots it in a special way that resets it to a factory default, unlocked state. At that point, it behaves like a new device, fresh out of the box. You then proceed to set it up as though it was a new device. 

[ifofin]

the instruction worked for me but my laptop was able to recognize  one of the nest. the other one was not recognize. not sure why it behaving that way

[Beerbelly]

How did you rename the file in command prompt?

[NevadaDad]

I don’t remember and it was a complex command string. It is one of the reasons I said that calling Google was non-optional in my step-by-step instructions posted in this thread. 

[dneeley]

Thanks you so much for this post! Worked like a charm. 

[ifofin]

this is superb. worked as well.

[makarios91]

Hi, i am trying to follow the same steps. However, the nest cannt be recognised from my laptop. I have tried mac and windows as well a number of different usb cables. Shall anyone suggest idea to resolve this?

[NevadaDad]

I am not sure why it is not recognized under either connection. A couple of simple things to try. Apologies in advance if you have done these:

1) plug directly into the USB port on your computer - not via a hub. 
2) Perhaps the battery is dead on the NEST if it has been non operational for a long time and not connected to the low-voltage power in the thermostat base. I don’t know if power is required for it to be recognized as a drive or not. 

in any event, I would definitely recommend contacting Google/NEST support. I found them professional, competent, and pleasant. I have had my fill of help desks that get 1 or 2 out of 3 but not all 3. 

[pxb]

Did you get your laptop to recognize the nest thermostat e? I'm trying different cables and laptops as well but it is not recognizing the thermostat.

[NevadaDad]

Yes - my laptop recognized the NEST immediately but I connected it directly to a native USB port in my laptop and not indirectly through a hub. I also made certain the NEST was sufficiently charged to be powered up. 

[pxb]

Yeah, I am connecting it directly to USB port as well and thermostat is charged - not sure why laptop does not recognize it.

[harshakula]

Try using a different USB port if you have multiple ones .. or try changing the cable .. I had similar issues with other devices in the past and it was a combination of the cable and the usb port on the laptop that caused the device to not be recognized.

[pxb]

@makarios91 Did you get your laptop to recognize the nest thermostat e? I'm trying different cables and laptops as well but it is not recognizing the thermostat.

[NevadaDad]

There have been some people that have no problem (such as myself) seeing the NEST device as a connected drive while others are having difficulty.  Just speculation on my part, but I am wondering if this is because the NEST device file structure assumes a Windows OS instead of a Mac OS?  I was using Windows 10 or Windows 11 (don't recall - but it was definitely Windows) and had no problem.  It was literally like plugging in an external hard drive.  It is just a guess, but perhaps those that cannot see their NEST as a connected drive with files are using Macs instead of PCs running Windows.  Not sure if Linux has similar issues.  It would probably help the community if you can clarify whether you are using a PC, a Mac, or a Linux-based laptop.  This might help isolate whether it is an OS issue or something different.

[pxb]

I am using a laptop with Windows 10. I was just trying to see if @makarios91 was able to resolve his problem. Right now I have a Nest Thermostat E that is like a paperweight since I can't figure out a way to factory reset it 😞