Locked and offline thermostat

[KWood]

I recently upgraded my router and need to update my thermostat Wi-Fi connection but the thermostat is locked and I don’t have the pin. So I have an offline and locked thermostat. Does anyone know how I can remedy this problem?

[David_K]

If you can't control it using the app anymore, you'll need to reset it using a computer.

1. Connect the Nest Thermostat display via USB to a computer.
   
   
2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).

• If the Nest drive will not mount: Restart the thermostat and the computer.
• If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
• If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.

[KWood]

Thank you for your response! I connected the thermostat to my outdated computer and can see the technical info list

[David_K]

Great. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[KWood]

Thank you! I really appreciate it.

[aperezdeleon]

Hiya folks,

I appreciate you chiming in, @David_K That was a big help! 

Since you were able to view the technicalinfo.PLIST file, Please fill out this form as this will allow us to get in direct contact with you and provide personalized assistance on unlocking your thermostat. 

Make sure to let me know once you've done so, I'll keep an eye out for your response.

Regards,

Angel.

[KWood]

Hi Angel,

I filled out the form and sent it a bit ago. I unfortunately forgot to let you know so I am now. Thanks for your help!

[aperezdeleon]

Hiya Kwood,

Thanks for getting back to me.

A member of my team will be in touch shortly to discuss the next steps in the process and answer any questions you may have.

I appreciate your patience in reaching out.

Regards,

Angel.

[KWood]

Thank you for all the help! The issue has been resolved.