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Waiting for a thermostat update

richardharvard
Community Member

Hello,

 

I'm a user from the Netherlands.  I have a nest thermostat model "display-3.6" with software version 5.9.4-5 updated on the 31 May 2020. 

 

I tried to add temperature sensor via the Nest App. However, it says "Waiting for a thermostat update, and your thermostat needs a software update. "  after I scanned the QR code from the sensor. I tried to update the thermostat, but it says that it is already the latest version. 

 

Any European users encountered this similar issue? if yes, how did you solve it?

 

Thanks a lot in advance!

 

Kr,

Yan

 

1 Recommended Answer

richardharvard
Community Member

hi all, I just contacted the client service. Unfortunately, European users can't use the sensor for some reason. So I will ask for a refund. 

View Recommended Answer in original post

26 REPLIES 26

MSG
Community Member

Hi! Sorry, can't say anything about your issue, but i'm interested in what sensor are you trying to add to the nest app? I'm in Spain and i got 5 Xiaomi temp and humidity sensors due to the fact that there are no original temp sensors from Google. And it's freaking me out that i can't see the data from these sensors neither in google home app nor on the Nest Hub screen.

Appreciate  for any info.

since I'm posting this issue to the google community, I'm using the Google Nest Temperature Sensor.

I see. Since it is no longer produced or sold i thought it might be one from some other brand. Thank you.

RobinDigital
Community Member

I have the same problem, did you ever figure it out?

I'm also looking for help....do they have customer support / service? 

Knisser
Community Member

i have the same problem. please help

alielgamal
Community Member

Same problem as well...

richardharvard
Community Member

hi all, I just contacted the client service. Unfortunately, European users can't use the sensor for some reason. So I will ask for a refund. 

This is really bad from the customer perspective. Nowhere is written that the device is not working in Europe. I just bought them and paid superexpenaive shipping and handling… and I get this info…

this is a huge disappointment from my side.

Evidently… the question is if and when.
The other thing which’s of the huge interest for me is WHY….

AndaD
Community Specialist
Community Specialist

@Zenelb, we totally understand your questions, but since we don't have any information, we can't tell if they're going to be launched any time soon. As my colleague mentioned, we'll advise you to keep an eye on the official channels for news.

AlexD
Community Specialist
Community Specialist

Hi, just wanted to check in. Is there anything else I can try and assist with? 

Zenelb
Community Member

Yes, 

You at Google stop treating Europe as a B geography. This is just great for your reputation… 

AlexD
Community Specialist
Community Specialist

I am sorry to hear you feel this way. Rest assured that we want to make our products and features available in as many regions as possible. My colleagues will continue to bring improvements, features and products as much as possible to as many regions as they can. 

Zenelb
Community Member

I can not understand why you disable something that is only a sensor. I really don’t see any rational reason behind. Do you? 

Zenelb
Community Member

I have three nests and for one of them I suspect it produces higher temperature when operating- it is actually a device failure.  That is why I proactively invested time, energy and premium price to get the sensors to check my hypothesis. And imagine yourself - when you get the sensors from US and you discover the software is disabling them… btw there is nowhere explicitly written the sensors are not working outside US.

So - triple fail: nest device is heating itself, sensors are disabled, nowhere is written they are disabled. 

you get it now?

Zenelb
Community Member

Actually I have them - bought them in US.

AlexD
Community Specialist
Community Specialist

Thank you for the information and feedback. You can read more about the temperature sensors and in what regions they are compatible here. It says they are only compatible in the US, Canada and Mexico currently. I wish I could give you more details about why they are only available in those regions for the US model of the thermostat but I don't have access to any details on this. 

 

If you suspect the thermostat reading seems to be off I would be happy to try and do some checks with you. If any of your thermostats are on a stand, or the one that you are unsure of the ambient temperature reading on, you can put 2 of the thermostats close to each other and see if the ambient temperature reading matches. If they are wall mounted, a simple thermometer will be ok to compare the temperature readings with. 

 

You can also have a look at this article should you wish. It gives some details about why a room temperature may be or seem different to the one on the thermostat. 

DragosC
Community Specialist
Community Specialist

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

george_t
Community Specialist
Community Specialist

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

 

GeorgeT

RobinDigital
Community Member

thanks, indeed all the support sites mention (I didn't see this before), that it only works in Canada and US. This is just some kind of software marketing thing, hate it when companies do this... returned 

I will get a loss even if I return the product, so I consider this as a lessons learnt. We should be careful in the future when ordering things from Amazon US/Canada. 

avethman
Community Member

I have the same issue - I already found it strange that the NL google website was not selling the temperature sensor, but thought it may be a supply issue. Ordered it through Amazon US, only to find out it does not work in Europe. That really could have been mentioned better in the product description.

Zenelb
Community Member

I just can not believe that a company does a think like that…

RobinDigital
Community Member

I'm greatly disappointed in Google Nest in a whole. Camera loading is extremely slow. This thermostat **bleep**. I'm expecting Google to drop Nest like it does with everything

DragosC
Community Specialist
Community Specialist

Hi there @richardharvard

Thanks for reaching out. The Nest Temperature sensors are not compatible with the EU Thermostat software. Be sure to follow us for updates.