Unable to pair nest 3rd gen with mobile app

[Vishwaraj]

Hi,

My device worked fine for ffew years, and suddenly it got disconnected. When I am trying to pair it back with the mobile app it doesn't go through. 

Steps followed:

1) Reset the device

2) Scanned the bar code to sync it with mobile app

4) Then select the network on the mobile app and enter the network pw to which the device should be connected, (Mobile is also connected to same network here) but nothing happens from here. It just keeps on loading and finally errors out with different error codes like TD009 or TD0018. Codes change on every iteration.

Help would be appreciated.

Thanks,

V

[Frustratedddd]

Try setting up manually rather than use a QR code, see if that works better.

[Vishwaraj]

Hi,

I tried using the Entry Key but the same issue came up.

[tajennifer]

Hi Vishwaraj,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing while you are trying to connect your Nest Learning Thermostat 3rd Gen to the app. I understand how frustrating this situation can be. But don't worry; help is here. In this case, for the TD0018 error, please try to be closer to the WiFi router and to the mobile device; about the TD009, you can try with these steps: 

-Check the Nest service status:

First, check the Nest support website to know if there's a service interruption. If there's a problem, wait until the service returns to normal to add your Nest thermostat to the Nest app.

-Reset the thermostat and restart the Nest app:

If there isn’t a service interruption, follow these steps to give the Nest thermostat and the Nest app a fresh start.

1. On the thermostat screen, select Learn more > Reset device.
   Note: This will not reset your device to factory defaults.This will only reset your account info on the thermostat.
   
2. Quit and restart the Nest app on your mobile device.
   
• For iOS devices, follow these instructions.
  
• For Android devices, tap the Recents button, then swipe the Nest app icon until it disappears. Specific steps for your Android device may vary, so check the manufacturer's website or manual for instructions.
  
3. Restart thermostat setup in the Nest app.
   
4. If the previous steps don't work, you may need to restart your phone or tablet.
   

Please let me know how that goes. I'll be waiting for your response.

Best regards,

Jenny

[Vishwaraj]

Hello Jenny,

I tried the given solution multiple times but still no luck. Same issue comes back again..

App is failing on the step, adding the device to nest account.

[tajennifer]

Hi Vishwaraj,

Thanks for your reply. I understand that you already tried all the steps above with your Nest Thermostat. I'm sorry to hear that didn't solve the problem. The next recommendation will be to reset your Nest thermostat and restart setup from the beginning. When you reset your Nest thermostat, all saved settings and information will be erased. 

You can check the "Restart or reset a Nest thermostat" article for detailed information about how to do it.

Please let me know how that goes. I'll be waiting for your response.

Best regards,

Jenny

[Vishwaraj]

Hello Jenny,

I have tried that option multiple times, but nothing happens. The setup fails in the very last step, adding the device to my Nest account.

During the process, I tried all the possible options, including restarting the furnace (which is not related), charging the nest dial, rewiring the device, etc.

So, i am not sure what is causing this problem.

Thanks,

VG

[tajennifer]

Hi Vishwaraj,

Thanks for posting. I understand that after trying all the steps above, the Nest Thermostat E is still not connecting to the Nest app. But don't worry; we are here to help. In this case, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.
 
Best regards,
Jenny

[Vishwaraj]

Hi Jenny,

Just filled in and submitted the form.

[tajennifer]

Hi Vishwaraj,

Thanks for your response. We already received your response. Please keep an eye on your email to get further instructions.

Best regards,

Jenny

[Vishwaraj]

Hello Jenny,

I haven't heard back from your team yet. Do you have any ETA on support?

[tajennifer]

Hi Vishwaraj,
 

Thanks for the update. I understand that you didn't receive any update from our end, but we need you to fill out this form with all the information requested on that so we can provide the best assistance. 

Please keep me posted and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards,
Jenny

[Vishwaraj]

Hello Jenny,

If you check our conversation thread, I have already filled out the form and submitted it on Monday. 

[tajennifer]

Hi Vishwaraj,

Thanks for the information. I understand that you already filled out the form, but to get a faster response from our team, we need you to send it again with all the information that we request.
Please keep me posted.

Regards,
Jenny

[Vishwaraj]

Could you please let me know what information you are specifically looking into? I have filled in all the details in the form. That would be helpful to fill them clearly.

[tajennifer]

Hi Vishwaraj,

Thanks for your reply. We need from you all the information that is listed on the form, including the community thread link and your community username.

Regards,
Jenny

[Vishwaraj]

I just submitted another form with those details. I hope those are the right details.

[tajennifer]

Hi Vishwaraj,

Thanks for your response and help. We already received your response. Please keep an eye on your email.

Best regards,

Jenny

[Vishwaraj]

Perfect, thanks for the confirmation.