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Nest thermostat does not complete Setup

mbmaniac
Community Member

I installed my nest thermostat after my five-year-old Lennox iComfort WiFi Thermostat went up. I am able configure the new Nest thermostat with my Wi-Fi network through the Google Home App, which I've uninstalled and reinstalled several times on my phone. however, when the "Connecting. Finishing up This may take a while" screen, I then get the screen, "Something went wrong. We're having trouble loading data for your home". I press the Try again button, but the same screen keeps coming back no matter how many times I press the Try again button. I've rebooted my network, restarted my phone, checked for updates for my Samsung Galaxy S13 Ultra phone, reset the thermostat back to the factory settings multiple times, I even created three different homes but no matter what I try I am unable to finish the setup. This is really frustrating! I really would like to get this working properly so I can access my heating controls remotely. Please help!

26 REPLIES 26

CoolingWizard
Silver Product Expert
Silver Product Expert

mbmaniac, you need to start with Nest app, configure and setup your Nest thermostat and after the setup is complete, add the thermostat to the Google Home app.  

 

Ken, The AC Cooling Wizard

NestPro and HVAC company owner

eveluna
Bronze
Bronze

Which thermostat do you have? Is the mirror display one with 2 batteries at the back? or no?
If not, then use the nest app.

CoolingWizard
Silver Product Expert
Silver Product Expert

Eveluna,

in my home I am using a Nest Learning Thermostat 3rd Generation.  It has a built in lithium ion battery.  
Ken, The AC Cooling Wizard

NestPro and HVAC company owner

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@CoolingWizard, thanks for the help!

 

@eveluna, how's it going with  your Nest Thermostat? Still need our help?

 

Thanks,

Edward

mbmaniac
Community Member

Yes I believe that is the one. But now I can't get it to connect to Wi-Fi

 

EdwardT
Community Specialist
Community Specialist

Hi mbmaniac,

 

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi mbmaniac,

 

I'm just checking in to 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 in 24 hours.

 

Thanks,

Edward

mbmaniac
Community Member

Hi EdwardT,

 

No sorry I have not. I can no longer connect it to Wi-Fi either.

EdwardT
Community Specialist
Community Specialist

Hi mbmaniac,

 

Thanks for the response. Could you tell us more about what's happening? Are you getting any message when you try to connect it to the Wifi?

 

Thanks,

Edward

mbmaniac
Community Member

The app appears to connect to the thermostat, but when you get to the Setup Wireless, I keep getting the error "There was a problem setting up your thermostat. Make sure your Wi-Fi network is working." I typically us a MAC filter but I disabled it while setting up the thermostat so it would connect to the network an obtain an IP address.

EdwardT
Community Specialist
Community Specialist

Hi mbmaniac,

 

Thanks for the response. I'd love to know more about this and I have a few questions:

 

  • What device are you using to set up your Nest Thermostat?
  • How far is your Nest Thermostat from the router?

To isolate the issue, could you try doing a 2 minute reboot of your devices?

 

Thanks,

Edward

 

Jhonleanmel
Community Specialist
Community Specialist

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

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

I'm just checking in to 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 in 24 hours.

Thanks,
Mel

CoolingWizard
Silver Product Expert
Silver Product Expert

Did your try adding the MAC of the thermostat to your router? Or, add an assigned address outside the DHCP address pool for the thermostat so it will be recognized and accepted?

Ken, The AC Cooling Wizard

NestPro and HVAC company owner

Hey folks,

Thanks for keeping tabs on this thread, @CoolingWizard.

@mbmaniac, let us know if you need further help with this.

Best,

Mel

CoolingMaster,

I have tried both options. It did connect at one time but I was still unable to complete the configuration setup!

I think the thermostat is defective. How do I go about getting it replaced?

Markjosephp
Community Specialist
Community Specialist

Hi mbmaniac,

I appreciate that you've tried finding a fix, and I wanted to stop by and see how I could help.

To isolate, going over the steps here might help:

  1. On your thermostat. Remove the display from its base and disconnect the batteries for 2 minutes before reconnecting them.
  2. Try setting up your Nest Thermostat via a hotspot. You'll need two devices to complete this. The first device will be used for set-up, and the second device will be the source of the Wi-Fi connection (hotspot).
    1. Turn on the mobile hotspot and mobile data on your other device (with an active hotspot data plan).
    2. Using the setup device, go to your phone settings, turn on Wi-Fi, and connect to the Wi-Fi hotspot provided by the other device.
    3. Also, using the setup device, make sure Bluetooth is on and cellular data is off.
    4. Open your Google Home app, create a new home structure, and go through the setup process.
    5. Choose the Wi-Fi hotspot as your Wi-Fi network.
  3. If the prompt asked you to reset your thermostat, reset it to its default settings and try setting it up again.

Keep us posted on how it goes.

Best regards,

Mark

aatienza
Community Specialist
Community Specialist

Hey there,

It's us again. How's it going with your thermostat? Do you still need our help?

I appreciate the help, everyone.

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie

Hello aatienza,

No I still haven't been able to connect my thermostat to WiFi or configure the app. I would like information on obtaining a replacement for the defective thermostat.

Thank you!

mbmaniac
Community Member

Thank you everyone for your assistance in helping me resolve my issue. I think the thermostat is just defective and need information on obtaining a replacement.

EdwardT
Community Specialist
Community Specialist

Hi mbmaniac,

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

Thanks,

Edward

Drewski
Community Member

I'm having this problem, too. I have a Google nest with the mirrored front. It goes through the whole setup and says it is connected. My phone then displays a message that it is "finishing up. This may take a while." Then, it says "something went wrong" and asks me to check my internet connection, which is working just fine. The router and thermostat are in the same room about 10 ft apart, and we get wifi all over the house.

EdwardT
Community Specialist
Community Specialist

Hi Drewski,

Thanks for letting us know. To isolate the issue, could you try rebooting your router, phone and Nest Thermostat before trying to set it up again?

Let us know how it goes.

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Drewski,

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

EdwardT
Community Specialist
Community Specialist

Hi Drewski,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

 

Thanks,

Edward