Nest E thermostat stuck on startup

[JBooyTT]

I am trying to install a Nest Thermostat E for its first time and the device does not connect to the Nest app nor can I get into its settings. It shows the home screen for a while while blinking green then it makes on blink orange then goes to the mobile phone with nest app icon with an arrow.  

When I do try to connect with the nest app I get an error message that something went wrong with error code TD023. I have gone through various resets that are possible without any control of the nest thermometer. So 10sec reset and battery disconnect 10sec reset plus 3sec press on base. 

As I have not been able to input any information into this device, nor connect with my phone via the app, I am guessing that it is not trying to download an update. 

Can you help me get this thing working?

[David_K]

The TD023 error can occur when your thermostat is unable to connect to your phone or tablet over Bluetooth. This can happen because:

• Your thermostat isn’t powered on - doesn't sound like that is the case.
• Your thermostat is outside of Bluetooth range - try moving your phone closer.

• Your thermostat is already added to another account - could that be the case? Is it new or pre-owned?

 Follow the troubleshooting steps below.

1. Make sure Bluetooth is turned ON on your phone or tablet.
2. Reset the account connection on your thermostat. Note: Reset of account connection varies on different thermostat models. Make sure to do a reset connection, and not perform a factory reset of your device.

[JBooyTT]

Hi David,

Thanks for your response. Please see below what I have tried up until now. 

• The thermostat was bought totally new
• the phone that was trying to connect was directly in front of the thermostat
• tried different phones same result
• reset was double click and hold for 10 secs
• tried resetting app on phone
• tried turning off all bluetooth in the room
• tried battery reset
• tried adding new home in the nest app
• tried using hotspot from another phone while trying to connect with bluetooth. 
• tried turning on airplane mode and then restarting bluetooth 

All of this failed and was done with tech support with Google. In the end they asked for the serial number and told me the device should be out of warranty. Then I sent them the invoice which was dated 2 months ago. 

Now I am waiting but my suspicion is that the device has been in storage with the seller for a long time and the firmware is way out of date. 

I will wait and see. 

[Ryan_G]

Hey folks,

I just wanted to follow up and see if anyone is still in need of help? Please let me know, as I would be happy to answer any questions you may have.

Best regards,

Ryan

[JBooyTT]

The Nest E thermostat is still frozen and I have been waiting for over a week for a senior tech to get back to me about how to fix the issue. 

Well is there anything more that can be done?

Regards 

Joel

[SB4L0]

Hello, I have the same issue too. Just bought a new thermostat and it’s stuck on the ‘mobile phone with an arrow pointing to the nest logo’ screen. 

[Sonya68]

Just received today and it is stuck on finish setup adding device but the setup program won’t complete.  Keeps throwing error saying I need to factory reset which I can’t do as I can even get Into the settings. 

[Sonya68]

Just spoke to Google tech - Samuel was fantabulous.  After trying to reset thermostat that was stuck in setup (never connected) the recommended manual reset was batteries out for 10 mins.  Didn’t work - so he kept going and finally got it all to connect!  

[JBooyTT]

I finally got this solved yesterday. I needed to go through everything possible with tech support and when nothing fixed the problem they sent me a new model and it worked first time. Good luck