Learning Thermostat freezes when selecting locattion

[R2020J]

Shows Setup incomplete after I select location and freezes.  How do I fix this?

[cmhazzard]

Same issue here. No resolution so far. 

[zoeuvre]

Hi folks, 
 

Thanks for reaching out to us, and I'm sorry to hear about the situation. Let's sort this out.  

Do you see any messages or codes on the Nest Learning Thermostat or on the app? If there is, please let me know. I’ll be looking forward to hearing from you.

Best,

Zoe

[Bahman007]

I have same problem 

when I select location the app freezes 

[Bahman007]

Help please 

[Jenelyn_O]

Hi everyone,

Thanks for bringing this to our attention. Could you please try to reinstall your Nest app before proceeding with the setup? Also, if the issue persists please wait for 5 to 6 minutes on the page where it froze. Let us know if it will go through after waiting for the said time. 

I appreciate the help, Zoe.

Regards,

Jenelyn

[cmhazzard]

I deleted and reinstalled the app multiple times. I have power cycled my phone multiple times. I have done all basic/intermediate troubleshooting steps recommended and the issue persisted. 

I did get it to work by doing the setup through my iPad instead of my phone. So I am good to go, but the issue was not actually fixed. Just a workaround. And this was after spending over an hour with chat support. 

[cmhazzard]

I spent over an hour with the chat help line and they were not able to help me. 

I did end up getting it to go through with a workaround. I ended up having to just set it up with a different device (I used my iPad) and it went through just fine. Maybe try a different device?

[cmhazzard]

Did you get it squared away?

[Jenelyn_O]

Hey cmhazzard,

I'm sorry for the trouble this has caused you, but I'm glad that it's working on your end now. We've made the appropriate teams aware of the issue. 

@R2020J and @Bahman007, please try to use a different device to setup your Nest Thermostat, just like cmhazzard shared above. Please let me know how it goes.

Thanks,

Jenelyn

[Bahman007]

Yes it is working now 

it takes about 5 minutes for the screen to unfreeze thank you

[Jenelyn_O]

Hi Bahman007,

Cool, thanks for the update! Please feel free to let us know if you still have questions or concerns, as we'll be willing to assist you.

@R2020J, how's your Nest app? Does the issue persist? 

Cheers,

Jenelyn

[Markjosephp]

Hello there,

Thanks for the help here, Jenelyn.

@R2020J, Checking back in — how's it going? Still need our help?

Regards,

Mark

[Jenelyn_O]

Hi there,

Just one 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. 

I appreciate the help, Mark.

Cheers,

Jenelyn