New Nest Install - Nest App freezes when selecting location within home

[ajgraves1]

Geek Squad is here installing two new nest thermostats. They had issues with the Google Home App connecting to the Nests so we then downloaded the Nest app. The phone connected, but when finishing setup the app freezes when you select the location of the Nest ("Upstairs"). The green checkmark appears next to the selection but the app is completely frozen. Any help would be much appreciated! I am in the Midwest and it is 100+ degrees right now at 7pm.

[ajgraves1]

Update: After about 5 mins the error message pops up with an option to try again. I hit try again and the same issue with the app occurs. The app freezes. Any thoughts?

[Markjosephp]

Hello ajgraves1,

Thanks for reaching out and for being a step ahead of us. I'm sorry for the delay, but I'd be happy to shed some light on the situation here.

Are you using an iOS device? If so, please try reinstalling your Nest app and proceeding with the setup again. If the issue persists after selecting the location of your Nest Thermostat, don't exit the app; stay on that page and wait for 5-7 minutes to see what happens. Lastly, you can try using a different device for the setup.

Keep me posted.

Regards,
Mark