Thermostat locks temperature control incorrectly

[PapaGolf]

I have a Nest Learning thermostat.  I want to allow users to change the temperature but not fiddle around with the settings.  The lock facility appears to provide this functionality.  The manual says: 'When you lock your Nest thermostat in heat mode or cool mode, you'll set a temperature range after you create a four-digit PIN. Anyone can turn the thermostat's ring to change the temperature within the range that you've set, but they won't be able to set the temperature outside of your range or change any of your settings.'

However if it's locked (most of the time) and a user presses on the face (usually by mistake, when intending to change the temperature) it often locks completely, preventing the user from changing the temperature.  This is very inconvenient, and potentially unsafe.  It tends to happen when the user returns and wants to increase the temperature setting.  If I'm available I can unlock it remotely, but if not they have to sit there for some hours in the cold with no heating.  Understandably they don't like this.

This has been reported before, twice.  The solution then was a reset to factory settings. But first, it's a bit of a faff and the device has to be set up again, which is not straightforward; and second,  I'm often not there, and not there right now, and it can't be done remotely.  There seems to be an underlying software problem: why hasn't this been fixed?  The device is on 5.9.5-2.

Can this be fixed?

[CoolingWizard]

@PapaGolf ,

what you were describing happening is a security feature to prevent somebody from trying to take over a thermostat. What your users are doing is trying to guess your PIN to try to unlock the unit. If you will notice that when they try that there is a option to cancel and go back to the normal display. Your users are ignoring this and after they fail, four times to put the correct pin in yes the system will lock. 

you need to provide more clear instructions to your users on what to do and not to do. I ran through the same problem and found out that once I properly educated my tenants I no longer had this problem. What I also did was I told them that if they violated that rule, I would charge them $25 to reset the unit. That ended the problem immediately.

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AC Cooling Wizard

[PapaGolf]

Thanks for taking the trouble to reply, CoolingWizard.  It makes sense for there to be a limit on the number of times one can enter a PIN to unlock the stat.  It is possible guests may try improperly to interfere with the settings and to gain acccess to them by entering guesses at the PIN.   In this case the evidence does not support that this was happening, or that the guests had any improper intent.  Rather that they were confused by the response when they tried to change the temperatiure and accidentally pressed or leant on the stat instead of turning it.

The stat was tested after the guest had left by unlocking, locking, and pressing on it, first a quick touch, then a firm push.  The screen showed 'Enter PIN to unlock:' with 4 spaces to enter the PIN shown prominently, and options 'BACK' and 'MORE INFO' below.  If you are familiar with the Nest stat or tech-savvy, and know how to navigate the menu by turning the dial and pressing to select, and are prepared for this response, you you can select 'BACK' and no harm is done.  If you press again or enter a PIN, the stat locks up completely and prevents changing the set temperature.  A firmer push causes the stat to lock up without any 'BACK' option.

The normal approach to too many incorrect PIN entries is to deny entry and return to the previous state (and perhaps prevent further attempts for some time), rather than to make the device completely unresponsive.

My feeling is that there is a design or software fault that needs fixing.  Any further thoughts from your end?

[PapaGolf]

P.S. I'm taking your advice to provide better guidance on this for guests by revising the user manual for the property.