Undetectable wires after setting up

[Seahorse7]

Bought a new nest thermo, we followed set up instruction but it won’t connect. Batteries and Bluetooth checked. No issues. Looks to us wires are correct. 

[Seahorse7]

After we reinserted wires, it still won’t connect but the message read @ @“you may need to reset your device to factory setting”. How can I set it when it is not even connected to the network ?

[MplsCustomer]

@Seahorse7 

Is this of any help?

https://support.google.com/googlenest/answer/9247296

[Seahorse7]

no. I tried again, it says my device is not compatible, but the system did meet the compatibility criteria.

[Seahorse7]

how can I upload a pic of wires here?

[MplsCustomer]

@Seahorse7 

At the top of the Reply window, there's a camera icon; click on it.  You have to be logged onto this forum for it to work.  Click on the profile icon in the upper right corner of this forum's window to log on.

[Seahorse7]

here are pics. Thank you!New wireold wireHAVC system

[Seahorse7]

This  is  my  last try  before  we return this back,   we have 30 days.

[Jhonleanmel]

Hi folks,

Thanks for the help, MplsCustomer.

Seahorse7, we appreciate you sending photos for our reference. To confirm, is your system a heat pump or conventional system?

Best,

Mel

[Jhonleanmel]

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[Seahorse7]

still seeking answers

[Jhonleanmel]

Hi Seahorse7,

Thanks for getting back to us and sorry for the delay.

Could you factory reset your Nest Thermostat manually by checking this link?

Best,

Mel

[EdwardT]

Hi Seahorse7,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[EdwardT]

Hi Seahorse7,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[Seahorse7]

heat pump