Nest 3rd Gen is stuck on the G logo

[MTWoodcock]

My nest thermostat disconnected a few days ago and was showing that we were in Australia. When logging into the app it wasn’t showing up as a device any longer. So I tried to reconnect it by following the steps to add a device. Never was able to finish because it got stuck on the G logo with a blinking green light at the top. It’s been like this for about 30min. I’ve tried to restart it by holding it down for 10 seconds but it never makes it past the logo screen.

internet is working and router has been reset.

power is on

connections are still good

any ideas???

[GeremiG]

Hi @MTWoodcock!

Thank you for posting in the community. I'm sorry to hear that your Nest Learning Thermostat (3rd gen) disconnected, disappeared from the app, and is now stuck on the ‘G’ logo screen with a blinking green light. I appreciate your efforts in taking those steps before. I'm happy to help you! 

To help me find the best solution, I'll need to ask you a few questions:

• Are you using the correct account to log into the Nest app?
• When you perform the restart (holding the ring down), does the screen ever go completely black before showing the 'G' logo again, or does it just stay on the logo?
• When it first disconnected a few days ago, did anything unusual happen around that time? Like a power outage, internet outage, or changes to your Wi-Fi network?
• Before it got completely stuck on the G logo, do you remember seeing any specific error codes or messages displayed on the screen?

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi