Home or Away

[SandraP]

We have had our Nest Learning Thermostat for a few months with no issues.  The past few days when attempting to use the app from our iPhones we only get Home/No recent activity and Away.  Leaving on a trip and need to hopefully fix this issue..help please

[jordanwcooper]

Also having this issue but in the browser. I can see the Nest on my phone and control it, but when I try to do the same in Chrome with the same Google account it asks for the access key. When I go to the Nest to get the access key, it just say it's already connected to an account. Does it mean it's already connected to my account? Because it doesn't look like it in the browser.

What's going on?

[jordanwcooper]

Ok I figured it out.

Essentially didn't do much more than turn off my adblockers and refresh the page. This seemed to work. Then I turned my adblockers back on and refreshed once more. Still seemed to work.

I don't know what the reason is at all, but this was the method I followed to solve it. Worst case scenario you need to reinstall the app and/or factory reset the Nest.

[SandraP]

How do I factory reset my nest

[zoeuvre]

Hi folks,

@SandraP, thanks for reaching out to us. I found this helpful guide for you to troubleshoot Nest Learning Thermostat's Home and Away Assist feature no activity. Also, here's a guide for you to reset your Nest Learning Thermostat 

I appreciate your help, @jordanwcooper. 

Best,

Zoe

[zoeuvre]

Hi SandraP, 

I want 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

[SandraP]

unable to solve problem

[Markjosephp]

Hello folks,

I wanted to stop by and see how I could help.

Thanks for your help here, Zoe.

@SandraP, let's sort this out. Please make sure to login with the right email address associated with your thermostat. If so, check for other available home structures where it might be connected. Also, if you still have access to the Nest app on your other phone, you can verify the email account that was used for the setup.

Let me know if you need more help.

Best,
Mark

[Markjosephp]

Hi SandraP,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Regards,
Mark