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Nest app show system is cooling when it shouldn’t be running

N2ition
Community Member

I’ve had a nest thermostat for about a year and have been very happy with it until now. However,  recently it’s been acting strangely. I have the system selected to hot/cold as we have had nights in the low 40s but warm up to the point the house will hit 78° during the day.  The system is currently set to turn on the A/C at 76° and the heat at 64°. However, I just opened the app and the system was showing it was 71° and in cooling mode. The system itself wasn’t actually running but the app shows it is. I opened the app from both my phone and tablet to confirm it wasn’t an issue with my device running the app. Both showed the system running in cooling mode when it shouldn’t be running either hot or cold…and the system itself wasn’t actually running. 

 

1 REPLY 1

zoeuvre
Community Specialist
Community Specialist

Hi N2ition,

 

Oh no! I'm sorry to hear that your Nest app and your thermostat shows your system is cooling when it shouldn’t be running. Let's see what's going on. A few questions: 

 

  1. Are you located in North America or Europe?
  2. What type of Nest Thermostat do you have?
  3. Did you try using the Help Center or troubleshooter before contacting support? If so, which steps have you tried already?
  4. When did the issue start?
  5. What other strange symptoms have you experienced since the problem started?
  6. Are there any error messages? If so, what are they exactly?
  7. Is this a new installation? If yes, have you checked your Heating, Ventilation, and Air Conditioning (HVAC) system's compatibility with your Nest thermostat through the Compatibility Checker tool?
  8. What kind of HVAC system do you have? Heat pump, conventional system, etc? 
  9. Do you notice any intervals or specific patterns between these strange behaviors?
  10. When was the last maintenance check for your HVAC system?
  11. Has there been any recent changes or upgrades to your HVAC system?
  12. Does the issue happen on heating only, cooling only, or both?
  13. Is this the first time you are activating heating or cooling since the season changed?
    • (Example: winter to spring) If yes, is the old thermostat working fine? 
    • If yes, do you have a picture of the wiring of the old thermostat?
  14. Have you checked the power readouts on the Nest Thermostat?
  15. Do you have a common ground wire or C wire?
  16. Are you familiar with the C wire?
  17. Have you experienced any power outages within the last few days or weeks?

 

Keep us posted. We're happy to help.

 

Best,

Zoe