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New Learning thermostat stuck on install

YaThatGuy
Community Member

My nest learning thermostat is stuck on install, with the error message "please remove the thermostat from it's base, then reattach it." Doing so changes nothing. Holding the unit down and restarting it still gives same error message. I've noticed that the LED at the top of the thermostat that indicates charging does not blink even when I try to charge unit via a USB cable. 

 

4 REPLIES 4

Anonymous
Not applicable

Have you heard a clicking sound when you attached the thermostat to its base? Have you tried pushing the wires further into the wall?

Markjosephp
Community Specialist
Community Specialist

Hi folks,

 

I wanted to stop by and see how I could help.

 

Thanks for the assistance, @Anonymous.

 

@YaThatGuy, I'm sorry for the trouble this may have caused you — let's see what's going on.

 

  • Detach the thermostat from its base and check that the wires lay flat on the base. Otherwise, the wires may be pushing the thermostat away from the base, causing the message.
  • Use a screwdriver to loosen the screws at the base by a half or quarter (counter-clockwise) turn. This should help if the base is screwed too tightly to the wall.
  • Make sure the thermostat display is properly seated.
  • Inspect the 20-pin connector for any visible damage. Examine the male and female ends of the base and the display.
    • Make sure the pins are straight and in good condition.
  • Turn off the power to the heating, ventilation, and air conditioning (HVAC) system and reseat all the wires.
  • Perform a hard restart on the thermostat.
    • Tap and hold the screen for 10 seconds until it shuts down to restart.
  • If you have a single transformer system, switch the power wire between the Rh and Rc terminals.

 

Please let me know if that helps.

 

Best regards,

Mark

Hey thanks for the help. I was able to get a hold of nest customer support and we trouble shooted it for quite a while doing everything you listed, even managed to try a factory reset with a computer. Support rep and I came to the conclusion that I got a dud. Going to send it back and get another one.

Markjosephp
Community Specialist
Community Specialist

Hello YaThatGuy,

 

Thanks for letting me know, and I appreciate that you've tried finding a fix.

 

It looks like we have come to a solution, so I'm going to lock this thread in 24 hours. If you have any other concerns or questions, please feel free to create a new post.

 

Best regards,

Mark