cant manually rest nest thermostat

[Wardlow78]

on 12/30/2022 my nest thermostat lost connection to wifi. could not reconnect in the device menu so I reset to factory settings.  could not set up with the Home app.  spent 4 hours with support and nothing worked.  it's stuck on the continue screen. will not reset manually.   support keeps suggesting to adjust router settings. I've done this several times and nothing. any advice that isn't already on Google would be appreciated.   thanks.

[David_K]

Did you try these steps?

1. Pull your thermostat off its base.
2. Remove both AAA batteries.
3. Replace the batteries and press your thermostat onto the base until it clicks into place. 
4. The thermostat will take a few moments to turn on and restart.

[Wardlow78]

yes, I have tried several times.  it turns back on right away displaying the " continue set up" screen.

[David_K]

What happens in the Home app? Do you see any errors?

[Wardlow78]

the app will try to connect.  then the app states "Something went wrong. may need to factory reset device."  unfortunately I cannot.  Home app can't even find the thermostat anymore.

[David_K]

If the thermostat isn't connected to Wifi, you won't be able to reset it using the Home app. I'm assuming you've already tried a factory reset on the thermostat itself? Go to the settings cog > Factory Reset.

[Wardlow78]

I have. I can't access the menu on the thermostat.  

[David_K]

I'd expect removing the batteries to allow you to get past the screen it's stuck on so you can reset. Let me ask a community specialist to advise on other possible options and next steps.

[Wardlow78]

thanks for your help.  I may reinstall the base and attempt to set it up today. I had to put my old thermostat back in so I could have heat.

[Markjosephp]

Hello there,

I wanted to stop by and see how I could help.

Tthanks for helping the customer, @David_K.

@Wardlow78, I'm sorry for the trouble this may have caused you, and I appreciate all the steps you've taken. I'd love to know more about this.

A few questions: Is your thermostat installed and initially set up by a Pro? If yes, please reach out to them so they can help you out with the next possible options. Also, check that all of the wires on the thermostat are fully inserted. If possible, please re-insert all the wires. Note: turn off the power from your HVAC system at the breaker box before touching the wires.

I'll look forward to your response.

Regards,

Mark

[Wardlow78]

it appears that my thermostat has lost the ability to be found by Home app and cannot connect.   the app states something went wrong and that I may need to do a factory reset.  however I cannot access the menu on the thermostat.   I've also left the batteries out, put them back in, placed back on the base and still nothing. 

it happened last weekend and I spent 4 hours with help support trying everything and nothing worked.  all other wireless devices can connect to the internet via wifi.

[Wardlow78]

I reinstalled my thermostat base.  how long do I wait for it to reset? when I put the batteries in the logo comes on and changes to the continue set up message.  after a few seconds it goes dark. will the message come back up when finished?

[Wardlow78]

waited 10 minutes and tried to set up the thermostat.  didn't work. created a new home and tried to set up didn't work. says that either something went wrong or can't connect.  both responses advised a reset to factory settings.

[Markjosephp]

Hello Wardlow78,

I'm sorry if you have to go through this. We'd be happy to take a further look into this for you.

Please fill out this form with the needed information and let me know once you're done.

Thanks,

Mark

[Wardlow78]

I filled the out the form and submitted it. 

[Markjosephp]

Hi there,

Thanks for completing the form, @Wardlow78. We have received it. Soon, a member of our upper team will contact you via email. Also, please continue the conversation there as this thread will be locked within 24 hours. 

Best,
Mark

[Wardlow78]

thanks for your help

[Markjosephp]

Hello Wardlow78,

Thank you for your patience with us! Please be on the lookout for an email from us in your inbox soon, as this thread will be locked shortly.

Best regards,

Mark