Stuck on download screen

[MaidaVale]

My Nest Thermostat E was stuck for 2 days and I have no idea what exactly worked, because I tried every single thing, but I'm happy to report it is now working again.

The key thing was that the picture of the house with the arrow changed to a picture of a house with no arrow, and at some point the picture of a house with a circular arrow had also appeared.
.....

<-(this is the house with a circular arrow which also appeared and went at one point in the process.)

I can only say that what probably fixed it is when I removed the Thermostat in the app, reset the Heatlink, reset the Thermostat, then added them both in the app again, following all instructions.

When it eventually finished setting it up, and was working again, the temperature was being detected as really high, but after a while it has settled down to normal.

Blessings to anyone experiencing similar issues, and may your issues be resolved, as mine were after 2 days of trying.

ONE OTHER THING that might have helped was that I took the thermostat and plugged it in really near to the wi-fi router to make sure it was getting a good signal.

[MaidaVale]

My mum is 91 years old and needs heating. We are lucky because it is good weather at the moment but if this happened in winter we would be in real trouble!! The thermostat is still completely stuck and shows nothing but the downloading an update screen. It is connected to the router but nothing is happening and I cannot get to the Settings even. I can long-press the button on the front to restart the device but it just starts up with the same screen and nothing else happens. Is there some way to perform a factory reset? I cannot see any other way of interacting with it other than the ring or the button. 

[MaidaVale]

Ok I realise now I can pull it off the stand and can see the backplate. The plate has some screws. Do I need to undo the screws to take out the battery for a factory reset?

[MaidaVale · Accepted solution]

If anyone is reading this and considering undoing the screws, DON'T!  The screws are incredibly tiny, with very tiny cross heads. Once you get them out, they are very difficult to get in again and are liable to bounce out and get lost because they attach to something springy. They are so tiny you can't put them back in with your fingers and you need tweezers to hold them.
But the most important thing is, THERE IS NO BATTERY IN THERE that I could see at all, and I wasn't going to dismantle the circuit board to look underneath.
So I still have no idea how to reset the device. (*edit: eventually I just removed everything in the app, and then installed it all again, and that helped *)

[EduardoN]

Hi @MaidaVale,

Thank you very much for sharing all this information in this community! Regarding the issue where your Nest Thermostat E got stuck on the house with an arrow icon and then with a circular arrow, I appreciate you very much for sharing how you were able to solve this. I'm very glad that you are now using the thermostat for heating, especially with the current temperatures.
If you have any situation where we can help you, please don't hesitate to reach out in this community.

Best regards,

Eduardo