Unable to setup brand new Nest thermstat

[ryanpal]

Hello everyone.  I'm trying to install a new nest thermostat and can't seem to get this to setup. 

I've followed the instructions and tried to set it up through the Google Home app and we keep getting the error "This devices was previously setup by a different user, please factor reset the device ". This is odd because it's brand new out of the box.  Unfortunately there's no way to factory reset this through the thermostat itself. There's no dial or buttons like the older Nests, just a mirror type display.  I also don't see any option to do this through the Google home since it never completes the setup after that error.

The only steps I found online to reset the device were to: remove the device from the base, remove both batteries for a minute, put the batteries back in and reconnect to the base.  

I've done this many times and there has been no change.  

Any feedback would be appreciated. 

[David_K · Accepted solution]

There's a good video here which demonstrates how to factory reset it:

How To Reset Google Nest Thermostat ( Mirrored Version ) New 2020 Model - YouTube

[ryanpal]

ty for you reply. unfortunately i'm never able to get past the screen which is displayed at 1:10 (timestamp) in youtube video. 

then when i attempt to set it up through the google home app, it always ends with the error pasted above "This devices was previously setup by a different user, please factor reset the device".  it's a never ending loop 😞

[David_K]

Try creating a new home structure in the Google Home app, and try setup in that new home instead.

[ryanpal]

hey david, yes i have tried that a few times as well but figured we'd give it another try.  

here's what i just tried:

-deleted the home
-recreated a new home
-unplugged my smart light bulb to avoid any possible interference
-added a new device
-it gave me a responses saying "Google home found. Would you like to setup this device"

-after clicking yes, and watching the animation it shows "Connected"
-it then asks "Did you hear the sound? This lets you know you're connected to the right Google Home"
-there was no sound heard from the device.
-after hitting "retry" numerous times and no sound being heard, i click "YES"
-it walks me through the next prompts and gives the same error above

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[Lance_L]

Hey everyone,

@ryanpal, thanks for reaching out to the Community and sharing all the steps you’ve tried to fix the issue. Don’t worry; help’s here. 

I’d like to dig deeper into this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

I appreciate the help, David_K.

Best,

Lance

[ryanpal]

thank you lance_l, i filled out the form.

[Lance_L]

Hi everyone,

@ryanpal, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance