Off line and cannot make any changes on the physical Nest

[ReVamp]

I have never been able to make any changes from the Nest thermostat itself. When you tap on the side you can see the screen, but doesn't respond if you touch the screen. It would work from the app prior to 5 days ago. In the past 5 days it shows offline in the app and on the actual Nest itself.. I  have owned this device about 3 months now.

[jenniffert]

Hi ReVamp,

Thanks for reaching out to the community. I'm sorry to hear you're having inconveniences controlling your Nest thermostat both physically and from the app. I'd be happy to help!

To help me assist you better, I’d like to ask the following:

• What type of Nest thermostat do you have? Here’s a helpful article about how to identify your thermostat model.
• Is the thermostat display securely seated?
• Did the thermostat work properly when you first installed it?
• Have there been any recent power outages?
• Is there any light on the thermostat display?
• Was the device dropped or knocked over?
• Have you made any changes to your Wi-Fi network recently?

In the meantime, I’d suggest the following steps:

• Check for power errors. If possible, try to turn the display back on. Check for power errors on the screen or by going to Settings, then Equipment.
• Inspect the thermostat display: Ensure the connector pins are straight and the wires are securely connected to their terminals. Important: Before touching any wires, turn off the power to your HVAC system at the breaker box.
• Restart the thermostat: Follow the instructions in this article: Restart or reset a Nest thermostat.

Please keep me posted.

Best regards,

Jenniffer