install new gen 4 to replace existing gen 1

[jc540]

I am replacing 2 old gen 1 thermostats with gen 4.  one installed great. 

second one is wired correctly but keeps showing a heat pump wire and auxiliary heat wire.  should only be the 4 wires, Y1, G, rc and W1.

the app also shows no power but the light on the level is on and I can get to the install part where the app tests wires.  then it will not go any further.

I have done both restarts and a factory reset along with removing wires and putting them in a 2nd and 3rd time.

very frustrated as I think that the base is wired incorrectly from the factory and i might need to have this unit replaced.  

please get back to me ASAP.  Thanks.

[moralesvicente]

Hello jc540, 

Thank you for posting in the community forum. I'm sorry to hear you’re experiencing difficulties installing your new Nest Learning Thermostat (4th gen). It is certainly confusing when the Google Home app indicates no power, yet the backplate light is on, especially since your first installation was successful. I completely understand your frustration. No worries; I'm more than happy to help.

I appreciate your effort and time in performing the previous troubleshooting steps described in your post. To investigate this further and determine the best resolution, I would like to ask a few questions:

• Did you receive an error code on the Google Home app?
• Could you please attach pictures of the current wiring configuration, the recently installed system, and the previous wiring system?

Please keep me in the loop so I can assist you with the next steps.

Regards,

Daniel

[jc540]

oldnewwiring from Nest that I am having a problem withwiring from Nest that works. both should be wired this way.

my problem is that I have installed the wires the same as my second Nest thermostat.  that one works fine and recognizes the wiring.  see one of the screenshots of the app wiring.

the second one shown above is telling me that I have a heat pump and will not call for heat when we tried it.  

I have taken it all apart and trimmed the wires, then reinstalled with factory reset.  but it still comes up with the heat pump.

the wires seem to be in correct holes so how do I get the thermostat to not have a heat pump and work the same as the other Nest.

[moralesvicente]

Hey jc540,

Thank you for the update and for sharing the additional details. To expedite assistance, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards, 

Daniel