Startup process stalled

[monodave]

We just received our new (replacement) Nest thermostat because our original one stopped working. In setting up this second one I only got to the step where you enter the key into the app. Eventually a message pops up on the app that says, "Something went wrong, you may need to factory reset this device before you can set it up again." The thermostat itself wants me to enter a portion of the serial number on the app but the app can't even get that far. How do I factory reset this device and is that really what needs to be done or will I be making things worse by doing that?

[zoeuvre]

Hi monodave, 

Yikes! Kindly remove the thermostat batteries for about 10 seconds, then put them back on the thermostat, then redo the setup process.

Let us know how it goes.

Best,

Zoe

[monodave]

We received our new replacement Nest thermostat. I popped into onto the base (on the wall) and it immediately goes into this perpetual "Nest is shutting down" mode. We can't even get to the setup stage because of this problem.  I tried pressing and holding it down to completely shut if off but it eventually illuminates with the same shutting down message. This is the 2nd Nest thermostat we've had. The software in these devices is so flawed.