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nest frozen, will not reset at all

erictrim
Community Member

***same problem as MattJM,he posted this file was only thing to fix his problem-****An update, for anyone encountering the same problem. I ended up speaking to someone at Nest Support who was able to provide me with a file that I placed on the Nest while it was connected to my computer. Honestly not sure what the file did, but it seems to have done some type of deeper reset and the Nest was no longer frozen when I connected it back to the base. So, I'm glad it's working now, but it's too bad it took many hours and dealing with 4 different support people before it was finally resolved.

 

I need this file please to reset my nest

2 REPLIES 2

David_K
Diamond Product Expert
Diamond Product Expert

As a last resort, Nest Thermostat can be reset by connecting it to a computer. Here are those steps.

  1. Connect the Nest Thermostat display via USB to a computer.

  2. Verify that the Nest Thermostat mounts (appears as an attached drive icon).
  • If the Nest drive will not mount: Restart the thermostat and the computer.
  • If the Nest drive still won't mount: Connect another device to the cable to see if it appears as an installed device.
  • If it doesn't appear, use a different cable/port/computer.

If the Nest drive is successfully showing up on your computer, can you see a technicalinfo.PLIST file? I've asked a community specialist to assist with next steps, as these can't be shared publicly in the community.

Markjosephp
Community Specialist
Community Specialist

Hello everyone,

 

I wanted to ensure that everything was covered here.
 

@David_K, thank you for providing detailed steps on resetting the Nest Thermostat. It's helpful to have a last-resort option for troubleshooting. 

@erictrim, I'm sorry for the frustration you experienced during the process of dealing with multiple support representatives before finding a resolution. But it's great to know that the Nest Thermostat is now functioning properly after the reset. The file mentioned above can be done with the help of our higher tiers of support. But if you need assistance accessing the file for any related issues in the future, you know where to find us—we're always here to help!

 

Let us know if you need more help.

Best regards,
Mark