Gen 4 Theromstat Won’t Connect to WiFi, Ghost Device in Home App

[tm1723]

Just got a nest gen 4 thermostat. Set it up one time and connected to wifi and all good, but there was a random second thermostat in my home app so I reset everything to try to get rid of it. Now, I have two ghost thermostats in my home app that won’t respond and that I can’t delete and I can’t connect the actual thermostat to wifi or my home app. 

Tried what seems like everything

• deleted home app and restarted
• deleted entire “home” in my account
• tried another account with a new home
• tried factory resets
• tried different wifi network

not sure how to post an image but the ghost devices are grayed out and can’t be deleted. 

[K-COMC]

I am having the same issue.  1 painful hour with chat and this is what I got.

That we are currently experiencing an issue that is impacting several core functions within the Google Home and Nest applications. This disruption may affect various functionalities, including device control, automation routines, and data synchronization for some users. Our engineering teams are aware of the problem and are actively investigating the root cause with the highest priority, I appreciate your cooperation in the meantime.

Just hang on with no response - not ok in my book.  $300 paperweight.  I also have the ghost in my app.  2 thermostats.  1 working fine.

[tm1723]

Your thermostat is connected to your home app and WiFi? Mine won’t even do that and it’s completely offline. 

[K-COMC]

Mine is functioning directly on the wall - but not connected to the app (can see the box with no info inside).  Chat was NO help.

[JuanCH]

Hi there,

Thanks for reaching out to the community! I'm sorry to hear you've got two unresponsive 'ghost' thermostats stuck in your Google Home app that you can't delete, and now your Nest Learning Thermostat 4th gen isn't connecting to Wi-Fi or the app. I appreciate all your efforts and steps you've already taken. I'll be glad to help you with this!

To find the best solution, I have some steps for you to try:

1. Sign out the device using this link

2. If the issue persists, try to remove it from the Google Assistant settings:

• Go to the Settings tab in the Google Home app.
• Then, tap Google Assistant.
• Choose "Manage all Assistant settings."
• Look for "Devices" and then tap it.
• See if the ghost devices are on the list.
• If they are on the list, tap and remove them.

Please keep me posted.

Sincerely,
Juan

[tm1723]

Hey Juan - thanks for the response. These steps did not work. Let me know if you have other thoughts. 

[K-COMC]

This does not work for me either.

[K-COMC]

This actually says "requested entity was not found" when I click on the no name/no info thermostat.

[JuanCH]

Hi folks,

Thanks for keeping me updated! Given the nature of the issue, after 60 days of inactivity, it will automatically be removed from your account.

We're always finding ways to improve. If you could share your feedback about this behavior on our feedback form, we'd appreciate it.

Feel free to post any further questions on this forum.

Sincerely,
Juan

[K-COMC]

That’s great. But we still can’t reconnect it or control it from the app. Essentially it is the same thermostat I had but $300 more expensive. I have done everything chat said to do and was told there is no fix. It will be returned.