Nest thermo cannot find assisting device

[Tgolota]

I have 2 Nest learning thermostats that are connected no problem. Just tried installing a Nest Thermostat and I am getting a connection error: "canfind assisting device "upstairs"". My upstairs nest and my phone are connected to the same household network (the only network).

Haven't found a solution yet. Any ideas?

[EdwardT]

Hi Tgolota,

Thanks for reaching out. I'm sorry to hear that you're having an issue with installing your Nest Thermostat. To isolate the issue, could you try putting the display of one of your Nest Learning Thermostat near the thermostat that you're setting up?

Let us know how it goes.

Thanks,

Edward

[EdwardT]

Hey Tgolota,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

Thanks,

Edward

[astolze]

Hey EdwardT,

I'm having the exact same issue as Tgolota, attempting to setup a Nest Thermostat to the second HVAC unit in my home, but stuck on "Couldn't find an assisting Nest device" during setup in the Home app.

I tried your advice, disconnected the 2nd Nest Thermostat and brought it upstairs where the 1st (and main) Nest Thermostat is located, but unfortunately it yielded no better results.

I've done the same thing as far as verifying that the network is connected, same network/bandwidth between Thermo 1 and my phone, and ensuring Thermo 1 is working properly. I can still control Thermo 1 from the app, so I think the connection is working fine.

Any further advice would be appreciated! Thanks!

[EdwardT]

Hi astolze,

Thanks for trying the steps. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EmersonB]

Hello Tgolota,

How's it going with your Nest camera? I'm dropping by to ensure that everything is covered here. Were you able to perform the steps that astolze did? If so, don't hesitate to share it with us.

Regards,
Emerson

[Markjosephp]

Hi there,

Thanks for following up, Emerson.

@Tgolota, I'm checking in to make sure that you've seen our response. Please let us know if you have any additional questions or concerns before we lock this thread in 24 hours.

Best,
Mark

[Tgolota]

It's a Nest Thermostat, not a camera and yes I'm still having issues

[Markjosephp]

Hello Tgolota,

Thanks for getting back to us, and I'm sorry to hear the issue still persists.

I found a helpful article with some troubleshooting steps for when your thermostat won't communicate with other Nest devices. Please let me know if that helps or if the issue still persists.

Best,

Mark

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Tgolota]

My modem/router is from Xfinity. I have one of there Xfi pods, which come to find out forces all devices to be at the same frequency. I disconnected the Pod and was able to connect my Nest Thermostat successfully.  Problem solved.

[EdwardT]

Hi Tgolota,

Thanks for the update. I'm glad to hear that you were able to connect your Nest Thermostat. I will be locking this thread in 24 hours. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward

[Tgolota]

Brought both my upstairs and main floor nest learning thermostats down to the new one in the basement. It did not connect. Brought the new nest thermostat (not the Learning ones) up to the learning ones and it still did not connect. All are on the same network

[astolze]

I ended up completely resetting my home mesh WiFi setup, updating firmware, and forgetting and reconnecting my first Nest Thermostat to the network and something along the way fixed it. I can't help but wonder if my Asus ZenWifi AX was having issues with continuity.

I also did not have to remove the second thermostat from it's primary location. I was able to go thru the Home App Setup with no issues after I made that change. I know it's vague, but hopefully this helps.

[EmersonB]

Hi folks,

@Tgolota if possible, can you do the same steps that astolze did?

@astolze we appreciate you getting back to us and sharing us the steps you've done and we're glad that you're able to resolve it on your end.

Let me know if you have additional questions.

I appreciate the help, Edward.

Regards,
Emerson