cooling issue motion

[whiterockchurch]

Hey, we have many nest thermostats in our church. However, seems like they will only cool when someone stands in front of thermostat.  It shows its cooling but won't actually be running until I walk in front of it.  I've turned off everything I can think of but still need help.  Are these only able to work if motion is detected?

thx

[Jeff]

Hi whiterockchurch,

Sorry for the late reply here and for the confusion you've had with your thermostats. Looking at your situation, I'm wondering if you might have presence sensing controlling the thermostats. There's an article on how that works here: https://bit.ly/2LG5Vf6. Take a quick look at that and see if it applies in your situation. If there seems to be another cause, let me know and we can keep looking at it together.

Thanks,

Jeff

[Ryan_G]

Hey whiterockchurch,

I'd like to jump in here and check if you've seen Jeff's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Jeff.

Regards,

Ryan 

[whiterockchurch]

yes we've made sure all nest helps are turned off.  this past week the tech support had me reset the thermostat back to factory and we did some testing before we hooked back up to internet and the thermostat is doing the same thing.  if you're not standing in front of the unit every so often then it stops cooling.  the thermostat is still blue like it thinks its cooling but it will not tell the compressor to kick on until u walk in front of it.  just can't figure out why

[Ryan_G]

Hi whiterockchurch,

Thanks for the reply and we're sorry for the delay.

Based on your description of what's happening, it looks like the Nest Thermostat is activating the AC if it's only detecting some movement. Since you've already tried doing a complete reset, the next thing to try is to disable the wake on approach settings.

Also, could you share the case number for me to further check on our possible next options.

Regards,

Ryan

[whiterockchurch]

7-4036000032735 is the case number.  I will go to the church right now to see about turning off the wake on approach. thx

[Ryan_G]

Hi whiterockchurch,

Thanks for the reply. We'll be waiting for your reply once you try to turn off the wake on approach on your Nest Thermostat.

Regards,

Ryan

[whiterockchurch]

so i turned off the wake on approach and it wouldn't start cooling until i physically pushed on the thermostat to wake it up.  It's almost like if the thermostat display is off then it won't cool.  I turned the wake on approach back on and it started cooling again as long as someone stayed inside the room

[Ryan_G]

Hi whiterockchurch,

Thanks for the reply.

Since you already have a ticket, we'll check on what's going on with it and will post an update to this thread once we hear it from the team.

Also, they've sent you an email with additional steps to try. You could reply to that email and let us know how it goes.

Regards,

Ryan

[Ryan_G]

Hey folks,

I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Best regards,

Ryan

[whiterockchurch]

yes we still need help.  thermostat still behaving the same way. doesn't matter how we turn it on (app or manual) if the nest doesn't think anyone is in the room it will stop cooling.  Even though on the nest it shows its trying to cool.

[Ryan_G]

Hey whiterockchurch,

Thanks for the reply.

I'll check for options by doing a follow up on your case and I'll post an update here.

Regards,

Ryan

[Ryan_G]

Hi whiterockchurch,

Thanks for being here in the Google Nest Community.

I'd like to check in here and know how it's going with your Nest Thermostat. I checked the case and it looks like our team has provided a troubleshooting to turn off Home Away feature.

Let us know how it goes by replying to this thread.

Regards,

Ryan

[whiterockchurch]

still messed up.  just yesterday the thermostat sends me an email saying there is an urgent cooling issue because the room isn't cooling down even though the thermostat is blue and says its running but it will not activate the condenser until someone physically walks in front of it.

[Kaguai18]

I’m having the exact same issue. So relieved to see someone else with the same problem. Any updates/resolutions!?

[whiterockchurch]

Hey, we actually just figured it out a couple weeks ago.  the AC guy found that we were missing a common wire so he used another wire in its place.  The downside is that we can't use the fan in the units but for our church it wasn't a big deal.  the main thing is everything is working now and the units will keep cooling even when we are not there.