Requesting help : Nest thermostat is locked and offline and the PIN I have shows as incorrect

[johnlkalleth]

Hi Members , 
Requesting some advice and help . Since I had reset my router password last week my nest thermostat is showing as offline. 
I tried to unlock it from the nest app but the thermostat does not appear anymore. The 4 digit PIN I have is showing as incorrect. So I am in a situation where I am unable to unlock the thermostat manually or via app. The thermostat I have is a 3rd generation one. 
I took out the thermostat to scan the QR code provided at the back but it is asking for the 7 digit key . Not sure where I can find that . 

Any advise and help would be appreciated . 
Thanks in advance 

[David_K]

If you can't control it using the app anymore, you'll need to reset it using a computer.

1. Connect the Nest Thermostat display via USB to a computer.
   
   
2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).

• If the Nest drive will not mount: Restart the thermostat and the computer.
• If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
• If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? If you get this far let me know and I'll ask a community specialist to assist with next steps, as these can't be shared publicly in the community.

Alternatively, you could temporarily change your Wifi password back to what it was previously. Your thermostat should then reconnect to Wifi and you'll be able to change or remove the PIN in the Nest app.

[johnlkalleth]

Hi David, 

Thanks for responding back to me extending your help and advise. 
I was reading a few articles about how to do the reset and that is how came across google nest customer services on another portal and luckily it connected me to the nest thermostat team who registered the issue and in couple of hours sent me almost the same instructions what you had sent me and what needs to be done with file extension. 

I managed to reset the thermostat and was able to get it online on the app finally. It was a relief to get this far.  
Thanks for providing an alternative of changing the password temporarily to what it was previously as that is something I can make a note just in case if there is anything wrong which I hope not. 

Thanks a lot once again. 

[David_K]

No problem at all, you have yourself a good weekend!