Nest 3 rd generation thermostat keep asking me to remove from the base and reattach.

[Keaixiaowu]

As showing in the subject.

chaging it with usb doesn’t help

[MelbaDT]

Hey Keaixiaowu, 

Thanks for posting and sorry for the delayed response I want to dig deeper into this. 

A few questions — when did you install your Nest Learning Thermostat? When did the message appear? Also, aside from charging the display via USB cable, what other steps have you tried? Please provide a rundown so we could pick up from where you've left off. 

Best, 

Melba

[Keaixiaowu]

I installed it couple days before I post the question.

 I tried charging it via usb. 
I tried detach and reattach it.

I tried detach from the base, pull out the wires in the base and replug the wires. Then attach the cover with screen. 
but none of the above works.

 

[MelbaDT]

Hey there, 

Got it and thanks for the photo. I also appreciate that you've already tried those basic troubleshooting steps. 

I have some more steps that I need you to try so we could cover all the bases. You may skip that ones you've already done. 

1. Make sure that the wires are flat on the base. 
2.  Loosen the screws of the base. Use a screwdriver to loosen the screws of the base by a half or quarter of a (counter clockwise) turn. This should help if the base is screwed too tightly to the wall.
3. Make sure the thermostat display is properly seated. 
   • Check the Nest thermostat from the side. If the white plastic from the thermostat base is visible around any of the edges, the Nest display isn't seated properly. In this case, reseat the display.
   • If the display doesn’t go any further, detach it from the base and check for loose wires or other obstructions that could cause the display to push away the base.
   • If necessary, take pictures of their thermostat base and wire setup to confirm that there aren’t any obstructions.
4. Check the 20-pin connector. 
   • Inspect the 20-pin connector for any visible damage. Check both the male and female ends on the base and display.
   • Make sure the pins are straight and in good condition
5. If you have another Nest Learning Thermostat, try swapping the displays then check if the message persists. 
6. Perform a battery disconnect. To do this, press the thermostat ring until the screen turns off (about 10 seconds) then let go. 

Keep me posted. 

Best, 

Melba

[MelbaDT]

Hey Keaixiaowu, 

Checking back in — have you had the chance to try my suggestions above? If yes, how was it?

Best, 

Melba

[Keaixiaowu]

Hi I was able to test 1-3 and 6 but not luck with that. I don't have another device so I cannot do the swap. But I did see the 20 pins a couple of the pins seems to be shorter than the other two. I don't know if that is causing the issue. 

[Keaixiaowu]

 

[MelbaDT]

Hey there, 

I see — thanks for the photo and for trying those steps. It could be that this was caused by the shorter pins. Where was this bought? If it is from a retailer near you, could you go back and have it exchanged if it's still under the return window? If not, let me know so I can check on your warranty options. 

Best, 

Melba

[Keaixiaowu]

Hi, Melba

The device is no longer valid for return window for Bestbuy where I purchased it.

[MelbaDT]

Hey Keaixiaowu, 

My apologies for the delay here. Do you still need help with the replacement of your thermostat? Let me know if you do so I could check on your warranty options. 

Best, 

Melba

[MelbaDT]

Hey there, 

Checking back in — how's it going? Let me know by replying to this thread if you still need help here. 

Best, 

Melba

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba

[Keaixiaowu]

Hi 

Thanks for reaching out, the problem is solved, the reason is the power to the thermostat is turned off from the furnace which results in lack of power to the thermostat.

Thanks for looking into this issue!

[MelbaDT]

Hey there, 

You're welcome and thanks for getting back to us ― glad to hear that you've figured out the cause and as a result, you have a working thermostat now. I'll then go ahead and lock this thread since your concern is already resolved. 

Cheers, 

Melba