thermostat locked.

[mulligan]

So a month ago I posted on here that my nest thermostat was locked, I didn’t have the code or the app. Markjosephp provided some advice, I completed a form and was told that I would be contacted by email to help resolve the problem. No email arrived. A month later I’m still unable to control my central heating. Now what ?

[CoolingWizard]

From the little information you provided in both posts, it appears your thermostat is registered to a previous user and they locked it.  In that case, you have to wait for the other user to unlock it, or, prove to Google Nest that this thermostat was not stolen and that you are the new owner ie., you purchase the home. Once it is verified, they will send you a software patch to put into the thermostat via the USB port to release the lock.  Be advised, they will use the currently register email address linked in the Nest server contact the owner and verify that title of the thermostat has transferred to you.  

The AC Cooling Wizard

[mulligan]

Thank you CW, it is that contact from Google nest that I’m waiting for. Once we are in communication I can provide them with whatever info they need. Until that happens I am stuck. 

[Markjosephp]

Hello there,

I'm dropping by to see how I can help.

Thanks for the help here, @CoolingWizard.

@mulligan, It's me again, and I'm sorry if you still haven't heard back from the team. I sent a follow-up update to them, and it appears that the email that was sent didn't go through. So, please check your email from time to time for updates. Also, I'll leave this thread open until you get assistance.

Best regards,

Mark

[mulligan]

Thank you Mark, I appreciate your efforts. 

[Markjosephp]

Hi mulligan,

Thanks for your patience. Here's what I found — the email that was associated with your form wouldn't allow us to send a message for some reason. Could you please fill out another form using a different email address? But make sure to still include all the details needed in the form.

Let me know once you're done.

Regards,

Mark

[mulligan]

Mark, I appreciate you following this up. I have re-submitted the form but I only have one email address so was unable to offer an alternative. However, notification of your reply came through on my email and “@btinternet.com” must be one of the most common addresses so I don’t really understand Google’s excuse. Failing that, could someone phone me instead? Six weeks in and I still haven’t actually heard anything from google. Thank you. M 

[CoolingWizard]

Mark, if the email you used is the same email you used to set up your Nest App account, you can simply log into your Nest App and use that app to unlock your thermostat. 

The AC Cooling Wizard

[Jenelyn_O]

Hi there,

Chiming in — I hope you got the answer you're looking for provided by CoolingWizard. Please let me know if you still have any questions or concerns, as I'll be willing to assist you. 

Thanks for your help @CoolingWizard.

Best,

Jenelyn

[mulligan]

Jenelyn, CW, et al, 
I do not have the google nest app. I never did have this app, but to install it you need information from the thermostat which I can not access because it is locked. I am unable to unlock the thermostat as I don’t know the code.
I appreciate you keeping this thread alive, but I am still reliant on google nest help desk getting in touch to offer me a solution; this still has not happened. 
Mulligan

[Jenelyn_O]

Hey mulligan, 

Thanks for the update. You can use a computer to unlock your Nest Thermostat, but this option will lead to a factory default. You'll lose all the saved settings like equipment settings and temperature schedules. I  suggest, if you have a schedule created, take note of all of it for your copy before you proceed, so you can put all the schedules back on settings. 

Once you're ready you can follow these guides here:

• Get a USB data cable. To confirm if the USB data cable works, plug in a different device (like a phone) and check if the computer recognizes it.
• Remove the thermostat display from its base.
• Insert the USB cable to the USB port on the back of the thermostat display, and attach the thermostat display to your personal computer with the use of the USB cable
• Locate and open the folder or icon for the Nest device that should appear on the computer screen.
• Check for the file named technicalinfo.PLIST.

Let me know if you see the file.

Best,

Jenelyn

[Ayknit2]

What are the details of the Nest Thermostat?

how did you acquire it? 

Were you the owner that initially set it up?

The normal set up of a Nest Thermostat is to use the Nest App to set it up. That process registers the Nest thermostat to that Nest App and email account registered to the it.

The AC Cooling Wizard

[Jenelyn_O]

Hey mulligan,

Thanks for your patience with us. I made a follow up to our team about the second form you filled out. Unfortunately, it's still not allowing us to send a direct email. We'd suggest to please create a non workspace email. 

Here's how to sign up for Gmail or create a Google Account:

1. Go to the Google Account creation page.
2. Follow the steps on the screen to set up your account.
3. Use the account you created to sign in to Gmail.

Once you're done, please fill out another form using your new email.

Best,

Jenelyn

[CoolingWizard]

If he was the first owner of this Nest thermostat he would have access to the Nest thermostat using the Nest App. If you purchase a used Nest thermostat, you run the risk of loosing your money. If you decide that you want to purchase a used thermostat, you need to make sure that the previous owner has done a full reset to the factory settings before they sell it to you. Additionally, the previous owner must remove the device from their nest or Google home app. A factory reset performed on the thermostat before is been disconnected. Will ensure that the previous registered Nest app ID app settings will be erased. 

The same is true for people who purchase homes which have nest thermostats installed and operational. Prior to going to closing on the purchase of a home, you need to make sure that the previous owner has removed their nest thermostat from their nest app and Google Home app. By doing this, the thermostat will be available to be registered to the new homeowner.  

Ken, the AC Cooling Wizard

[Jenelyn_O]

Hi there,

@mulligan, thanks for the update. I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon. If you have any questions or concerns, please let me know as I'll be locking this thread after 24 hours.

I appreciate your help, @CoolingWizard.

Best,

Jenelyn

[mulligan]

Jenelyn,

Thank you but I’ve already done all that about 7 weeks ago when markjosephp gave that same advice. In summary, yes I can see PLIST when I can connect the thermostat to the pc. I don’t have any settings saved so am not worried about a hard reset.

Please advise on what steps to take once I’ve accessed PLIST. 

Thank you

M

[mulligan]

Jenelyn, I have resubmitted the form under a gmail address