Nest thermostat blank screen and green flashing light

[Kel1]

Hi 

my nest thermostats has been off line for 48 hrs  and I can’t get it re connected . The face is blank with a green flashing light . I have unplugged it from the wall and nothing is changing . Please can someone help . I can’t seen any feature details to re set it 

[Kel1]

 

[MelbaDT]

Hey Kel1, 

Thanks for posting and for the photo. 

Were there recent changes made on your thermostat or HVAC wiring before the display turned off? Also, have you tried charging the display via USB cable? If not yet, please give that a shot and let me know how it goes. Check this out: https://goo.gle/2JgQEwI

Best, 

Melba

[Kel1]

No electric updates or anything has been changed . Just noticed that it had gone offline . I have trained charging it with usb and still

wont turn on 

[MelbaDT]

Hey there, 

Gotcha — thanks for trying though. When you tried charging it, do you see any lights on it? If yes, what is the color of the LED light? Also, how many hours did you charge it? 

Best, 

Melba

[Kel1]

It just flashes green . I charged it for 24 hrs to see if I could switch it on and still nothing 

[MelbaDT]

Hey Kel1, 

Got it. When and where did you buy this thermostat? Also, what country are you in?

Best, 

Melba

[Kel1]

We are on the UK and bought if from a electric /plumbing shop .we have only had this around 4/5 years 

[AndaD]

@Kel1

Thanks a lot for the details. We'll continue and check a few more details. Can you tell me if there's any LED on the Heat Link? (the white receiver near by the boiler)

[Kel1]

Hi 

it’s in the out loft so will have to have a look .

will it be next to my boiler as this was installed at same

time as our boiler by a professional 

[AndaD]

@Kel1, sure thing. Just take your time and once you manage to check, let me know. Yes, it should be linked to your boiler. 

[Kel1]

The light is amber 

 

[AndaD]

@Kel1, thanks a lot for the details. I'm going to forward an email containing details about what you need to do in order to have your case logged in our system. Please check it out and reply there, but let me know once it is done. 

[Kel1]

Ok thank you 

[AndaD]

@Kel1

You're most welcome.

[Kel1]

I have t received any email ?

[AndaD]

@Kel1

I'm sorry for the confusion, have you looked for an email from googlenest-support@google.com?

[AlexD]

Hi, I wanted to check in. Did you manage to locate the email? Make sure to keep me posted. 

[Kel1]

Hi Alex 

I went to log into my Google account yesterday and was logged out . I logged back in and the bloody thing came on 🤷🏼‍♀️🤷🏼‍♀️🤷🏼‍♀️🤷🏼‍♀️🤷🏼‍♀️  … I ain’t tried  the heating yet as I am a shift working been in bed and just got up but will be back intouch if it doesn’t work 

[Kel1]

Spoke to soon it had gone back off today 3 hours ago

🤬🤬🤬🤬🤬. must be some connection issue between my account and system ? Or nest app on my

Phone and system 

[AlexD]

Thank you for the information. So does it seem that logging out of the account and logging back into it starts the thermostat display back up?

[Kel1]

Yes . I did change the password on my

account, logged back on to the app and the desolation came back on but only lasted a few days . It went back off again yesterday 🤷🏼‍♀️…. I’m back with a blank screen and the green flashing light 

[Kel1]

I changed my

password on my account and was logged out . I logged back in with my new one . Came back on for 3 days and has gone off again to blank screen and green light flashing 😤

[DragosC]

Understood. I'm sorry to hear that, @Kel1 

Just to clarify, can you see your thermostat in the app, but it says that it's offline? Could you send us please a short video of the display flashing green? 

[Kel1]

• Yes I can see that in the app and is saying off line 

how do I send a video in this ? 

[DragosC]

Thanks. You should have a paperclip icon to attach files in the chat. 

[Kel1]

I done have a paper clip. I just have a picture icon and won’t let me attach video 

[DragosC]

You should then have an attachment upload icon below the chat bar. 

[Kel1]

 that’s all I have 

[DragosC]

Understood. That option it seems is available on PC only. Could you try upload the video to Google Drive and share a link with us? 

[Kel1]

I have logged on to my lap top and still

dont have a paper clip . Sorry I am not very good with computers wouldn’t know who’s to save the video to Google drive 🤷🏼‍♀️

[DragosC]

No worries. Here's some help on how to upload the video. https://goo.gle/3bYrYv6

[Kel1]

is there not a email address that I can email it to as I can't do all that right now . due in to work soon 

[DragosC]

You can access the live channels or the social media support channels by accessing the following link: https://goo.gle/30rMwmy

[Kel1]

I have done all that and got no here. There is obviously a break down in communication somewhere between my account and my nest as like I say it is showing off line and the green light is flashing with blank screen . 

when I changed my password it came back on for 3 days my display but has gone back off again so I know it’s not the battery so won’t is wrong in the chain 

[DragosC]

I understand that, I requested the video in order to be able to consult with our senior support team to find a resolution to this. 

[Kel1]

I will have to reply with that in a few days as on night shift now at work 

[DragosC]

No worries. Whenever you can. Have a good one! 

[Kel1]

Hi not sure what had happened but my nest thermostats screen had come back on today ? 🤷🏼‍♀️ ??? How long it will last this time . It’s must definitely be dropping out from my account 

[george_t]

Hi @Kel1. I have logged the details in your case and sent you an email. When possible, please respond to that so that we can consult with our senior colleagues.