Nest Connect Setup Errors NA016

[Zach3]

I can't connect my Nest Connect using the Google Nest App. I receive the same error each time, "The app is having trouble connecting to the assisting Nest product. Make sure you're close to it, that it's online, and your phone is connected to the same Wi-Fi network. NA016(4060)"

When I click "Learn more," the link takes me to the Google Home store.

What I've tried:

• Uninstalling and re-installing the Nest app
• Restarting my phone
• Resetting my phone's network settings
• Factory resetting the Nest Connect device
• Restarting my Wi-Fi

I can confirm that the Nest Thermostat is online and connected to the same network and that I'm within a few feet of it. I'm also using a Google Nest Wi-Fi for my house Wi-Fi. I'm not sure what else to do here, hoping I don't have to return the lock and connect device.

[janthadeus]

Hi Zach3,

Thanks for visiting the Community. I'm sorry to hear that and for the delayed response. Thanks for your efforts on this. No worries, we'll figure this out — a few questions: what WiFi frequency band do you try to connect to (2.4 GHz or 5 GHz)? How far is your Connect from the router? What's the status light of the Connect? Also, do you have an Android or iPhone?

Going over the steps here might help:

• Restart your Nest Connect, hold down the button until the light pulses blue (about 10 seconds). Then release the button. Wait for Connect’s light to turn green, which means the restart is complete.
• Remove your thermostat from the Nest app then pair your Connect.
• If you have a dual band WiFi frequency update your WiFi network to the 2.4 GHz WiFi then try pairing your Connect again.
• Restart your phone.
• Put your mobile device on Airplane mode, then enable Bluetooth and WiFi.

Let me know how it goes.

Thanks,

JT

[Zach3]

• Since I have a Nest Wifi, I can't select the frequency band through the settings. It's automatically set for me and there is no configurable setting for the frequency band
• The Connect is only a few feet from the router, which is in turn only a few feet from the thermostat
• The status light is blue
• I'm using an iPhone

[janthadeus]

Hi Zach3,

It's me again. I want to make sure you're all good — how did the steps go?

Regards,

JT

[Zach3]

Removing the thermostat from the app before adding the connect worked. Thanks! 

[janthadeus]

Hi Zach3,

Awesome, glad to hear! Feel to let me know if you need further assistance.

Best,

JT

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad