Nest Thermostat will not load on app after factory reset

[dmjohnson725]

I am unable to load my nest thermostat on the Goggle Home App after doing a factory reset on it due to a new internet server.  I add the thermostat and when it get to the point of the set up it goes to a blank screen on my iphone (this is after the installation).  I have completed all the steps for the issue as stated onlineand my Google doorbell and camera are connected without an issue.  I am unable to do a reset or factory restore to the thermostat and it does not allow settings to be opened.  I purchased the device 9/11/21.

[aatienza]

Hey dmjohnson725,

I’m sorry you’re having trouble with this. No worries, we'll check this out. Could you tell us what you see on the thermostat display? What phone are you using to set it up? Also, have you tried force closing the app, then reboot your phone to see if that helps?

Thanks,
Archie

[aatienza]

Hey dmjohnson725,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[aatienza]

Hey dmjohnson725,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

[dmjohnson725]

I spent an hour online with support without any fix to the issue. I factory reset the nest thermostat after getting a new internet server. Now the device will not load on goggle home. After I take a photo of the wiring the screen turns gray and nothing else occurs. No one has a solution and so right now I have a thermostat that is useless 

[dmjohnson725]

My case number is 7-8295000032833

[aatienza]

Hey dmjohnson725,

Thanks for the information. To confirm, were you able to try setting it up using a different phone? What's the make and model of your mobile device? Also, what do you see on the thermostat display? Keep us posted.

Thanks,

Archie

[aatienza]

Hey dmjohnson725,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[aatienza]

Hey dmjohnson725,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie