Nest app will not connect after cell phone update.

[TomElf]

Recently upgraded to a Samsung S22, and while the Nest thermostat app transferred, it will no longer connect to the thermostat thru the app. It just opens to a screen that shows Home, but won't go into further screens to allow remote control.  (Note, my wife upgraded to the same phone model from a different Samsung model then I had, and her app works fine.) 

[Ryan_G]

Hey TomElf,

Thanks for reaching out here in the Google Nest Community.

I'd like to jump in here and check further what's going on. Have you tried logging out from the app and logging back in again? Is there any system software updates available on your S22 phone? Also, we could try to restart your phone and your Wi-Fi router to refresh your network connections.

Let me know how it goes by replying to this thread.

Best regards,

Ryan

[TomElf]

Thank you for the reply, Ryan. I had done all of those at seperate times  (except maybe the router reboot), but did them all today at the same time. Logged out of Nest app, checked that cell phone has most recent upgrade, turned off cell phone and unplugged router for 30 seconds or so, and then got back into all including signing back into Nest, and making sure to allow access to Google at Home info. 

Still the same problem with my Nest app. Opens a screen that shows a home icon with text below that shows our family home name and then shows the local outdoor temp and cloud conditions. Also shows a large + sign below that  with text showing "Add product". I have clicked into that in the past and it leads you on a step by step description to physically add a new product. I have tried to click through that for the Nest E thermostat and gotten to the point of needing to enter the product serial number, which I don't know how to access. I have been hesitant to take the thermostat apart to try to find it wherever it may be - back of the product?

Any more thoughts / suggestions?

Thx. Tom

[Ryan_G]

Hey TomElf,

Thanks for the reply and for providing further details of what's happening.

Another way to re-add the Nest Thermostat to the app is to get the serial numbers at the back of your Nest Thermostat display. You could remove the display from the base to have an easy access to those numbers.

Let me know how it goes by replying to this thread.

Regards,

Ryan

[Ryan_G]

Hey folks,

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

Best regards,

Ryan

[TomElf]

Thanks for checking in on my app connectivity issue. At this point I have not made any progress with any of the attempts I have made.

Updates are current on my phone, have shut down phone and modem and restarted them. Uninstalled the app on my phone, shut phone down, opened up and reinstalled the app using my google login (#). Did the same with the phone and app and reinstalled with a second email that might have been used (#) and did not get anything different with the app.

Gone through the installation steps, scanning the QR code, indicated that the thermostat is already installed, went into the thermostat setup to find the enter key to enter into the app, thermostat indicated that it is already connected to an app, so this only showed DONE.

Pulled off the thermostat to get at the serial numbers on the back. One is a 16 character alpha and numeric string, the other a six character string. In entering the 16 character code, it only allowed 7 characters. Tried entering the 6 character code and hit enter, the app begins a cycle as though it is going to accept it, but it continues cycling and never moves on.

I almost feel like I need to uninstall the app on both my phone and my wife's phone, and hit the reset option on the thermostat to try to start from scratch, reinstalling the app on both phones. I don't really want to do this, as we do have the app working on her phone, and will be better off with that working than not being able to have either phone  working.

Any other ideas? Do you want to stop over at our houseand help - we live in Wisconsin?

Thanks. Tom  

[Ryan_G]

Hi TomElf,

Thanks for the reply and for providing further details on what's happening.

After the reset on your Nest Thermostat, have you tried to use the Google Home app and add the device in it?

Regards,

Ryan

[Ryan_G]

Hey folks,

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

Best regards,
Ryan
 

[TomElf]

As I mentioned in my last note, I do not feel comfortable resetting the thermostat, as it is currently working fine on one phone in our house. I don't want to risk losing that.

I just installed Google Home on my Samsung phone. I tried to pair it up with our Nest thermostat. I got to the point where it asked me to scan the QR code from the thermostat. I took it off the wall and scanned the code, the program went to the next screen, and gave me the following message:

"Error! Unable to stat device pairing. Configuration not available."

More No Luck.

Tom

[EdwardT]

Hi TomElf,

Thanks for the response. I'd love to know more about this. Could you tell us which Nest Thermostat do you have? Also, since this is working on another phone. I would suggest that you send an invite from that phone to add you as a home member. You can click on this link to learn more about this.

Thanks,

Edward

[Ryan_G]

Hey everyone,

I'd like to jump in here and check if you've seen Edward's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Edward.

Regards,
Ryan 
 

[Ryan_G]

Hey there,

Thanks for being here in the Google Nest Community. 

I'd like to bump in here and make sure that you’ve seen our response.
Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Have a great day.

Best regards,
Ryan
 

[TomElf]

We've been out of town for the last week and a half. I had seen that there was a post from Edward with some new ideas, but wanted to wait until we were back home to look into them. I expect to work on them later today and will respond soon.

Thanks.  Tom 

[Ryan_G]

Hey TomElf,

I'd like to jump in here and check how it's going with your Nest Thermostat.

Let us know if you have any other questions.

Regards,

Ryan

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba

[TomElf]

It seems you should lock the thread. I have not had success in getting the app running on my phone. I am not comfortable with trying a couple of the options - installing Google Home to try to end up inviting me from another phone, as we don't appear to have any other use for Google Home; and I don't want to uninstall Nest on all of our phones to then try to reinstall it, as we have it working on one phone, and don't want to risk losing that.

Thank you for the attempts to fix this issue.

Tom

[MelbaDT]

Hey TomElf, 

Understood — should you decide to try the troubleshooting steps, please do so. Also, if you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community as we'll go ahead and lock this thread after 24 hours.

Best, 

Melba