Neat Learning gen 3 connection issues

[Anonymous]

My Nest Learning I’m not even 1 year old. Just noticed issues as fall season is here. The screen is completely black with green dot, I have done all troubleshooting, removed charged on USB, attempted to reset. Nothing. Finally removed from wall I was able to get it to turn on while on USB, reattached and a screen keeps appearing needs to shut down in order to recharge battery, and then the screen goes black with green dot again with no activity allowed. I have read another post with the same issue however I did not see a solution.  Please help!! 

[Markjosephp]

Hello Cwhite2191,

I'm sorry for the trouble this may have caused you — let's see what's going on.

A few questions:

• Are all the wires of your thermostat seated firmly in its terminals (with no loose or exposed wires)?
• At which terminals do the wires connect on its base?
• Are you getting any wiring report or message code?

Going over these steps here might help:

1. On your thermostat, go to Settings > Technical Info > Power.
   1. Check the status of the battery level, Voc, Vin, and Lin.
   2. Select done to go back.
2. Check for any message codes under network and equipment settings.

Looking forward for your response.

Best regards,

Mark

[Anonymous]

Hello yes I have troubleshooted all this and the thermostat is complexly black I can’t get into any of the settings listed above. As for wiring no errors did troubleshooting with old thermostat and it all works. Appears to be faulty Google thermostat. I reached out to CS and they are sending a replacement. TY

[Markjosephp]

Hi Cwhite2191,

Thanks for letting us know. It looks like we have come to a solution so I'm going to be locking this thread in 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Best regards,

Mark