New Nest tlearning thermostat, no Home app connection

[Lost1too]

I have a new heat pump that came with a Nest learning thermostat.  The thermostat made the connection with my google wifi network.  I can see the thermostat in the wifi settings, connection is ok.  But the thermostat will not connect to the home app.  I tried to manually input the device code into the app, the app gets stuck at the Choose the last 4 characters of your device serial number, but nothing is displayed.

I do not want to do a full reset on the thermostat because the installer programmed it for my heat pump.

All my nest door camera, smoke detector, and display devices installed without a problem.

What am I doing wrong?

[Patrick_Caezza]

You have to connect to the Nest Learning Thermostat through the Nest app, and once that connection is made it will show up in the Google Home app.

[Lost1too]

Thank you for the reply/

In the Nest app I get an error TD030.  My thermostat and my samsung phone are on the same wifi network.  Does the nest app use Bluetooth to talk to the thermostat?

[Lost1too]

I was able to resolve this issue by resetting the WWN Connection on the thermostat.  Then I had to go back and redo my network setting connection on the thermostat.  After that I went to the NEST app setting in the thermostat and got a code sent from google.  I then launched the NEST app on my phone and added a new device, chose the thermostat selection, learning thermostat, and selected the already installed.  Once there I was able to input the code I was sent and the thermostat finished the install to the app.  Hope i didnt miss a step.  Waisted a bunch of time, hope this helps someone.

[Jenelyn_O]

Hi there,

Chiming in — thanks @Lost1too, for the update and I'm glad that the issue is now fixed. Please let us know if you still have questions or concerns as I'll be willing to take a closer look at it. Otherwise, I'll lock this thread after 24 hours. 

I appreciate your help @Patrick_Caezza.

Best,

Jenelyn