Nest Thermostat stuck in software update , tried everything restart, reboot nothing same issue

[Sarang]

Nest Thermostat stuck in software update , tried everything restart, reboot nothing same issue.

Please support

[MelbaDT]

Hey Sarang, 

Thanks for reaching out and sorry for the delay. I want to get into the bottom of this. 

A few questions — do you have the Nest Thermostat that is only being set up and managed through the Google Home app? Are you unable to turn the display on or are you getting a message or code on it? Also, how did you do the restart/reboot?

Best, 

Melba

[Sarang]

I usually manage through thermostat or the Nest App, the display keep showing software upgrade is in progress and then restart and again shows software upgrade in progress. I am trying to force restart by pressing and holding the bottom portion of Thermostat but it restarts and continues to show software upgrade in progress. There are no error codes but i cant access the display pannel in Thermostat. hope this helps, please let me know how to fix it

[MelbaDT]

Hey there, 

Got it — thanks for these added details. What specific Nest thermostat is this? Also, have you already tried doing a full factory reset on it then observe if the issue persists after reconnecting it back to the WiFi network? Check this out for the step by step guide: https://bit.ly/3riP5Dp

Best, 

Melba

[Sarang]

This is nest thermostat Learning E.

I can’t reach to menu to perform a factory reset. The software upgrade is continuously running in loop.

The link you gave does not have an option to do factory reset when the thermostat is frozen.

please let me know how I can do a factory reset when the thermostat menu option is not accessible.

[MelbaDT]

Hey there, 

That's not looking good. I'm afraid that in order to reset our Nest Thermostat E, you need to access the settings page on the display. When and where did you buy this and what country are you in? Also, could you provide a short video clip showing  what's going on?

Best, 

Melba

[MelbaDT]

Hey there, 

Checking back in if you still need our help here. If you do, please provide the answers to my questions above so we can keep the ball rolling. 

Best, 

Melba

[Sarang]

Issue still there , I bought it from Costco , I am in US.

video attached , please help to fix it.

[Sarang]

It does not allow me to attach video

[MelbaDT]

Hey Sarang, 

Understood — we'd like to take a deeper look into this — could you fill out this form and let me know once you're done? Also, attach the video clip there. 

Best, 

Melba

[Sarang]

I have filled the form but there was no option to upload video.

[MelbaDT]

Hey Sarang, 

I've got your form. I've escalated your case over to our team for further review — don't worry about the video, our team will reach out to you via email soon to request for it. 

Kindly keep your lines open or check on your inbox from time to time, someone will reach out to you. 

Best, 

Melba

[Sarang]

Do you have an ETA?

[MelbaDT]

Hey Sarang, 

I'm afraid, I don't have an ETA but I't should not take long. I'll try reaching out to them — please continue to hang in there. 

Best, 

Melba

[MelbaDT]

Hey Sarang, 

Sorry for the delay again but our team is already reviewing your case. Let's continue the conversation there. 

Best, 

Melba

[MelbaDT]

Hey there, 

Upon checking further, a replacement has been already processed for your faulty thermostat. Should you have any questions about it, please reply via email via your existing case id. In the meantime, I'll go ahead and lock this thread. Feel free to start a new thread in the community should you have any new issues, updates or just a discussion topic.

Best, 

Melba