Nest thermostat freezes during set up when setting the location

[jilllingwall]

I added the the thermostat, however when selecting the location in the house, everything freezes and set up is incomplete. help...

[Markjosephp]

Hello jilllingwall,

I'm sorry for the inconvenience, and thanks for your patience. Our teams are aware, and we're working on a fix for the Nest app that freezes when adding a Nest Thermostat when choosing a location.

Are you using an iOS device? If so, make sure that the Nest app's permissions in your phone settings are enabled. Please share with us its iOS version, the model of the iOS device, and the Nest App version. You can also give it another try by adding it to the app by waiting for the next page to be presented for 3-5 minutes.

Keep me posted on how it goes.

Regards,
Mark

[jilllingwall]

Thank you for your reply!

Im using an I phone 11 pro max with software version 17.0.2 and nest version 5.72.0. All permissions are enabled in my phone settings for nest.

I read about waiting a couple minutes before selecting the location and attended but no luck. I will try again and wait a little longer. 

Any additional help or ideas would be appreciated!

[Markjosephp]

Hi there,

Wonderful! I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you. I'd like to make sure everything is working. Also, if you have other devices, such as a phone (Android or other iOS) or tablet, try adding the thermostat to them with the Nest app to see if that helps using your preferred email account.

Let me know how it goes.

Regards,
Mark

[jilllingwall]

I’ve made sure I’m running the latest software on everything and delayed choosing the location and it did not resolve the issue. Any other ideas, or timeframe for a resolution?

[Markjosephp]

Hi jilllingwall,

Thanks for letting me know and for bearing with us. I'll be sharing updates and keeping you in the loop as soon as I have them. In the meantime, I have reported it back to our team for updates. Can you give it another shot by waiting for at least 5 minutes and making sure to not touch the screen, minimize it, hit back, or do anything with the phone? Eventually, after a few minutes, it should work as intended.

Let's try that and keep me posted.

Regards,
Mark