Unable to Factory reset via software download

[Grapicsa]

New home and password locked. Connectivity issue: Unable to do factory reset via software package from Google.  Is there another way to do factory reset? Thank you in advance for any help provided.

[Grapicsa · Accepted solution]

Hi Laurent, Thanks for your quick response. My bad! I didn’t mention that I attempted the all the steps in the detailed response you shared with me.  The issue is that the thermometer does not seem to connect with any of the MAC computers I accessed.  The Google adviser said he wasn’t aware of any other way of resetting to factory condition.

[laurentbourg]

Yes there is, please follow below instructions, it’s time consuming but should work. 
http://capitalmacservice.com/how-to-reset-a-nest-thermostat-if-you-have-forgotten-the-4-digit-pin-co...

[Grapicsa · Accepted solution]

Hi Laurent, Thanks for your quick response. My bad! I didn’t mention that I attempted the all the steps in the detailed response you shared with me.  The issue is that the thermometer does not seem to connect with any of the MAC computers I accessed.  The Google adviser said he wasn’t aware of any other way of resetting to factory condition.

[laurentbourg]

You mean the thermostat is on but you can’t mount it as a device on your mac? Did you try on windows?

[Grapicsa]

I did not try it on windows! “Good thinking.  I’ll attempt that.

[Grapicsa]

Just tried windows: No luck!

[laurentbourg]

Do you get an error or does the computer not even recognize something is plugged?

[Grapicsa]

Computer does not recognize that any device is plugged into port.

[Grapicsa]

I will be purchasing an upgrade to replace this prior generation.  Thanks for your help Laurent.

[laurentbourg · Accepted solution]

Anytime. This is most likely a hardware issue that can't be fixed so agree a replacement/upgrade unit is probably the way to go in order to expedite resolution.