Nest app freezes during setup of thermostat

[Dfab]

So I have my new nest thermostat up and running except the nest app won’t let me finish setting everything up within the app. I get to the point where it asks me which room I installed the thermostat in and when I click dining room the app freezes and won’t continue. I’ve uninstalled the app, restarted my phone to no avail tho. Any suggestions? 

[Tlogue]

Yes! This worked for me too. Select the room, put down the phone, walk away. When I returned to my phone after 10 minutes the setup was complete.

[0xRR]

It happened to me, and I tried in another phone (newer one) and it finally worked!

[morrisonv]

Had to change my thermostat for a new one, now the problem is back. the google nest app needs new software update urgently 

[Mlf]

This worked for me too after a week of trying! 

[jjglenn09]

I was frustrated myself and after I chose location I set my phone down and in 2 minutes it was completed. Some of the simplest things are usually the right way lol

[Vmd]

This, a 1000 times this!  I feel like all the time I spent resetting $h!t is the tax I paid for being an impatient dolt. 

[lindamantuano]

This gives me hope, going to try this now.  

[ArnoldR]

It worked.  Another thing which might create problems for some is to turn your VPN off. And make sure it is not auto reconnecting to VPN.  That's what was happening to me until I figured how to disable auto connect for VPN.

[phillipsmith70]

I had the same issue. I tried uninstall/reinstalling app, restarting iPhone to no avail. I ultimately had to use my wife's iPhone and it worked fine.

[phxflyboy]

I was about to try that, too! As I mentioned, I tried several times on my iPhone 13 Pro to no avail. Even tried my iPad Gen 4, no luck. But, once I let it sit on the "where in the house is the thermostat" page, it finally went to the next step.

[casscav]

Did you ever figure out what the problem / fix was? I am having the same problem and cannot get in touch with customer service. thank you 

[phillipsmith70]

I was actually installing another nest thermostat today. I had the same issue as stated above where the app seemingly froze. This time, when the app froze, I gave it a solid 3 to 4 minutes to unfreeze and it eventually worked. Don’t touch anything on the screen, don’t minimize, don’t hit back, don’t do anything with the phone. Eventually, after 3 to 4 minutes of me doing absolutely nothing to the phone, it unfroze, and then worked as it intended. Try that. Just don’t touch anything on the screen for like 3-5 min. 

[KimHagerty]

I have let my phone sit for 10 minutes and NOTHING! good thing is that it is not fading away...been at this for days

[IBIS]

Thanks.  That worked for me. 

[Aspenbdr360]

Same issue as you, I tried this on two different thermostats for my mother in law and have had no issues on my own one previously. Seems to be a glitch in the app as I tried the same steps as you.

[pm92]

Same freeze issue when setting up our Nest Learning Thermostat.  It took 8 min to unfreeze on it's own. 😞 But completed set up.

[KendraN]

The issue has been resolved.  It did take about 8-10 minutes for the unit to “unfreeze” itself and complete setup.  In a world of expediency, this took some patience to let things resolve on its own.  

[Jenelyn_O]

Hi everyone,

Thanks for reaching out. I'm sorry for the delay and for the trouble this has caused you. The resolution provided by phillipsmith70 is actually the troubleshooting steps for this issue. To ensure that it would work, try to reinstall the app first before continuing with the setup, and wait for more or less 5 minutes once the app freezes. 

I appreciate your help, @phillipsmith70.

Best,

Jenelyn

[rooom]

I’m still having issues. The app freezes after selecting a location. I’ve waiting the 3-5 minutes after freezing but then it gives me an error saying something went wrong and to try again. Not sure what to try next 

[0xRR]

I'm having the same issue. Did you find a way to solve it? Thank you!

[0xRR]

I finally could install it. After several tries using my phone and having it frozen and giving the message that something was wrong, I jumped to another phone and could set it up.

[R_A_L]

Yes, as others have said, when you get to that part PUT THE PHONE DOWN AND WALK AWAY! Don’t pre anything or try different screens. In about 5 minutes, it moves along!  Not very helpful to people with ADHD or no pactience

[Carolmcp]

Not helpful to people who have waited multiple times over 8 minutes & then get a message to try again. Do Better

[R_A_L]

It hurts, but wait longer. It eventually move on

[Rachhall]

This SUX.  Why does app not work?  We should not have to try to set this up 100 times to hopefully go through someday. 

[Carolmcp]

I've done all of this. Brand new thermostat. Last one was defective & they replaced it today. Tech could not get past the placement of thermostat page. He had to leave. I have read comments. I have waited 5 to 8 minutes and I get a white screen and then a message that says "Something went wrong. The app had trouble connecting to NEST Service. Try again"  So I have X 5. Nothing. iPhone 12 Pro. Everything else in house is online including other NEST PRODUCTS. This is insane. HELP

[morrisonv]

Hope waiting for the location freeze helps. Once I set the thermostat location it froze my IPhone. I waited as recommended for a few minutes and it unfroze and let me finish the install

[Delsa]

Like I keep telling the NEST APP customer strive which is the WORST it is still not working even though I have followed everyone elses suggestions!I am buying a new thermostat for 3 homes and screw this.

[Tallis]

mine as well - have 2 nest thermostats and both freeze during set up at the choose a room screen - any answers ??

[dibi]

I set up 2 Nests tonight.  It froze on me also... But came here and read to be patient. So, as soon as you choose the room, put your phone down, get something to drink and come back to your phone in about 10 minutes... it took that long for mine to come back alive and finish!! on both Nests!

[Tallis]

thanks it worked - 

[Mamalion2]

I had the same issue.  After much searching, I finally found some information online which said to reboot my network, reboot my phone and iPad, remove device from the app, then  set up the thermostat all over again.  After doing all those things, I was finally able to set up the thermostat on my iPad, and it now shows up across all my devices.

[Tallis]

So I listen to a bunch of feedback, and if you just leave it open on the white room page for like five minutes, it will move on on its own

[R_A_L]

I’ve done that and it returns to the Home Screen with the “home” on it and a note stating the thermostat needs to finish the setup. Still freezes at nest location 

[RacefanF1]

I too have a WiFi connection problem with one of my two Nest Thermostats.  Both have been working for years but one somehow lost its WiFi connection. After countless attempts to reconnect, reinstall, remove and delete the app I ended up here with you folks.  The Nest app freezes at "Where is this thermostat located".  I click on Hall Way and boom it freezes.  So, I tried the suggestion of wait and wait and wait and sure enuf it tried to connect and after 10 tries here it connected with no explanation.  What gives? It works and I didn't learn a thing as to why.  I hate that.

[jbrant222]

Mine too! I need to monitor when I'm away from home. I live in "hell" (Arizona 119 degrees), I need help  :  )  

[3006]

I have the same problem, it shows up on the app but the app locks up at the “name the device “ part. It’s not the Wi-Fi it’s the app. I have reset everything and still no luck. The cameras set up and work fine.

please help

[cbaby11710]

Mines doing that and after a few minutes it says it didnt connect and try again. Please help

[Carolmcp]

Right. Mine too. The waiting doesn't work in this situation because the message comes up that the app is not working & try again. How many times does this take.

[cbee1234]

Hi!

I am so glad I found this page. After I got to the screen "Choose the location" and I selected "Entryway" - it did nothing. I kept closing the app and re-opening. When I read this thread, I waited 3 minutes at the screen and nothing happened. I then set a timer and waited another 5 minutes and suddenly I was on the next screen . Thanks so much