No schedule shows on App

[KarenDr]

I have a Nest Thermostat e. When it was originally set up, I could change the schedule and turn the heat on or off via the Android app.
I restarted my oil burner for the winter and the thermostat is connected.
 I would like to be able to change the schedule and turn the heat on or off via the Android app, especially when travelling.
On The Nest thermostat itself it shows a schedule presumably programmed into it last year, and the thermostat screen shows the current date and time, outside weather info.
The Nest App screen on the thermostat says that it is “Connected.” Pressing the ring shows that “This thermostat is connected to an account.” The thermostat says that it’s software is up to date.
There is a good wi-fi connection, and the thermostat and the phone are on the same wi-fi network.
This is what I have tried so far to remedy the situation:
The network has been restarted.
I uninstalled the app from my and downloaded the current version.
I removed the thermostat head and then replaced it.
I turned off and restarted the internet.
I restarted the thermostat.
Nothing allows me see the schedule on my Andr app and change the  schedule.
Please help.  Thank you

[Derickf]

Hi @KarenDr,

Thank you for posting in the community. I'm sorry to hear that you are having trouble with your Nest Thermostat E because even though it is connected to the same WiFi network as your mobile phone, you are not able to control the Nest Thermostat E or change its schedules. I appreciate you confirming the troubleshooting you have tried. I'm happy to assist.

To gather the necessary information, please answer the following questions:

• Which method did you use to restart your Nest Thermostat E? Did you perform a simple restart (which keeps your settings) or a full factory reset (which deletes all your data and schedules)?
• Have you tried removing the Nest Thermostat E from the Nest app and adding it back again?
• Have you received an error code on the Nest Thermostat E or the Nest app?

I'll be waiting for your reply.

Best regards,

Derick.

[KarenDr]

Hello Derick,
I did reply before this but I do not see it.  I don't believe I did a simple restart nor a factory restart.  As I mentioned above, I did take the unit off the wall and plug it in again.  I never received an error code but I did have trouble connecting to the app when I turned on the unit and the boiler initially.

Thank you in advance for your assistance.

Karen

[KarenDr]

Derick,

The only other thing I can think of is that I didn't use the same email as last year.  This will be my next move to see if I can reset the email account.

Karen

[sicsacol]

Hi @KarenDr,

Thanks for your responses and for the detailed information shared. Please confirm if your Nest Thermostat is following the schedules that are set in your Nest Thermostat display. Also, let's try the following steps:

• Please log into the official Nest website on a computer or mobile browser and let me know if the schedule option is visible there.
• Can you confirm if your Nest Thermostat is still actively following the schedules that are currently set on the display?
• If possible, please use a different phone or tablet (perhaps a friend's or family member's) to log into your account on the Nest app. Do you see the schedule option on that device?
• Since a restart didn't resolve the issue, the next step is often a Factory Reset. Have you already tried this more complete reset, or just the simple restart? If not, please check out the following article to know how to restart or reset a Nest thermostat.

Let me know how it goes after trying these steps!

Cheers,
Jonathan

[KarenDr]

Hello Jonathan,

I was able to log into the Nest link you provided.  I used the old email and was able to see the schedule.  

• It's been warm here recently so I haven't had to use the heat much but it has turned on a few times in the morning so I think it is following a schedule.  Once or twice in the evening I manually turned it up a bit.
• I will try another phone and see if that works.
• I have not done a factory reset just the other steps I mentioned:  turning boiler off/on, removing thermostat, reinstalling app.

I will try to see if changing the email account in the app works.

Thank you for taking the time to respond.

Regards,
Karen

[sicsacol]

Hi @KarenDr,

Thanks for your reply. I appreciate you confirming that the schedule option appeared when you used your old email on the Nest website. Whenever you get a moment, please complete the troubleshooting steps I shared previously, and let me know what happened.

Cheers,
Jonathan 

[TeresaJ]

I have exactly the same issue and have tried the remedies you mention.  I lost the schedule rom thd app when I got a new mobile phone.

[KarenDr]

I had changed the email account when I started the heat this fall and nothing was working until I finally put tried the original email account.  That fixed it. Good luck!