09-07-2021 02:12 PM - edited 09-08-2021 09:18 AM
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Original Poster: Jen Frazier
I'm trying to set up a new Nest Thermostat using the Google Home app on iOS. It's not the learning thermostat or the E, just the "Nest Thermostat". The Home app is able to connect to it (supposedly) but it can't setup wifi. It gets stuck at trying to use "assisting devices" to connect to my thermostat. What is an assisting device? I have a few Google Home Mini devices but I guess they aren't assisting! Either way, I just end up with this error "nest thermostat can't connect to assisting device" and I'm out of luck.
09-16-2021 09:52 PM
I have the same issue with my thermostat, were you able to figure it out?
09-28-2021 11:42 AM
same issue here
10-25-2021 10:34 AM
I am having the exact same issue. Arrrrrgh!
11-05-2021 05:39 AM
Same issue. Any update or resolution from this group??
11-05-2021 10:37 AM
Peter, the only solution I found elsewhere is to create a new "Home" in the app, and link the thermostat to it. It's a real pain if you already have a bunch of devices already connected to your current "Home", and it will require you to transfer all of them over. But it does work when setting up the Next Thermostat.
Google should really fix this issue.
11-28-2021 10:26 AM
Same exact issue, and had to set up a new home. How 30 min install stretches into hours.
12-04-2021 06:57 PM
Same issue. I'm going to return it. I'm not setting up a new home.
12-04-2021 07:11 PM
I was able to fix this problem and now have 5 thermostats running fine. I spoke to support and walked through it. Took awhile but we learned the glitch. Essentially after the first thermostat links to the wifi network every subsequent Nest needs to both have wifi signal and link to the first thermostat. That require the first thermostat to be awake and active. If you install a couple nests all at once, you should avoid the issue. If there is time between setting them up, go back to the first and reset it so it is fully rebooted and awake when you attempt the to link the 2nd. During troubleshooting at one point I did uninstall and reinstall the app on my phone as well. You don’t lose anything doing this as all your home details are saved in the cloud.
the main conclusion here is you do NOT have to create multiple homes. There is a bug in this process that I anticipate will be addressed at some point. If the instructions I hinted at above are not enough, just call support. The person I spoke to was super helpful and had real suggestions to walk through and we made quick process.
good luck
12-04-2021 07:14 PM - edited 12-04-2021 07:15 PM
Thanks! I have two other learning thermostats that have been installed for over a year. This third being the google nest thermostat. I'm hoping that you've identified my problem. I'll give it a try.
10-23-2022 02:16 PM
Thanks so much for your tip. I wasted countless hours trying to connect Nest E Thermostats in my apartment and house, including a couple of hours with Nest customer service who ended up advising to set up a new home for every failing to connect thermostat. Even in that case I ran out of the homes one can have! The solution is indeed to keep the first thermostat "awake" while you are connecting the second (which I managed to achieve by resetting the schedule). Most of the next few thermostats connected easily, for some I had to repeat the "reset the schedule" trick. Nest should fix it or at least advise customers what to do.
10-29-2022 12:29 PM
Hello PZ,
Thank you for taking the time in letting us know about your inquiry.
I'm sorry to hear about the issues that you had when trying to set up your other Nest thermostat, and I appreciate that you tried to find a fix.
I wanted to ensure you are good to go. How's it going? Still need our help?
Best regards,
Mark
11-01-2022 12:39 PM
Hi there,
It's me again. I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.
Best regards,
Mark
11-02-2022 01:32 PM
Hi PZ,
I want to check if you have seen my responses posted above. Let us know if you have additional questions, otherwise we'll be locking the thread in 24 hours.
Best regards,
Mark
11-02-2022 07:40 PM
I already replied - as I said in my original reply, the workaround worked for me.
11-02-2022 07:51 PM
Hi PZ,
Thanks for the update. I'm glad to hear that it's working now. I will be locking this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.
Thanks,
Edward
01-18-2022 01:59 PM
Hey all,
Sorry for the late reply. I wanted to follow up and ensure everyone is good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.
Best regards,
Jake
04-15-2022 12:40 PM
I am having no luck with my second thermo. It can't detect the first one for the "assist". Do I need to factory reset the first one and install them both within minutes of each other? I tried the soft reset and turned them both on so that they're alive and awake.
04-19-2022 12:20 PM
This was my exact problem the first time and I did perform a factory reset on the original thermostat and then successfully added the second thermostat immediately thereafter. For subsequent thermostats, though, I did not need to do another reset though I did make sure the original was “awake” when adding new devices. I thought/hoped there had been an update to address the issue you’re encountering but perhaps not. What might be the issue is adding the first device after the original. Once there was more than one in my system I did not run into the problem again. I believe I have added 7 total including later changing one out for a learning model.
06-13-2022 11:17 AM
Still doesn’t work. I can’t add the second thermostat, even after adding a “new” home. It doesn’t like my address????? This is beyond ridiculous. I NEED both thermostats working please!!!
01-25-2022 09:02 AM
Yes, I am still having trouble. I have replaced two old nest thermostats with new G3 E Thermostats....I cannot add them to the app because the process of using another device for assistance always errors out. I have seven thermostats total and a 2.4ghz-only network. it used to be adding to the app was easy but this using other devices to "assist" is glitchy.
07-29-2022 07:34 PM
Just let people set the new device up directly and not force them to do Nest Assist. Easy.