Need help with setup? Troubleshoot common Nest Thermostat problems

[David_K]

Here are some steps I recommend to resolve issues during the setup of Nest Thermostats.

Before trying these steps
Make sure you're using the correct app for setup. Need help checking which model you have?

Use the Google Home app to set up the following thermostats:

• Nest Thermostat

Use the Nest app to set up the following thermostats:

• Nest Thermostat E
• Nest Learning Thermostat (1st gen)
• Nest Learning Thermostat (2nd gen)
• Nest Learning Thermostat (3rd gen)

If you're seeing a message that has a numeric code such as TD003 or M15, go to the Nest Thermostat Troubleshooter.

Step 1:  Things to check on your phone or tablet

1. Turn on Wi-Fi and Bluetooth.
2. Turn off cellular/mobile data.
   This ensures your phone or tablet does not try to use mobile data during setup which might interfere with the setup process.
3. Turn off VPNs or proxy settings or apps.
   To provide confidentiality or other features, some Virtual Private Networks (VPNs) route communications from your phone or tablet through something called a VPN tunnel, which might interfere with the setup process. You can temporarily turn off your VPN or proxy during setup, and turn it on again later.
4. If you’re using an iPhone or iPad, open the settings app then:
• Tap your name at the top > iCloud > Private Relay > Off.
  Private Relay routes communications through Apple servers before the rest of the Internet, which might interfere with the setup process. You can temporarily turn off Private Relay during setup, and turn it on again later.
• Tap back to the main settings screen > Privacy & Security > Local Network > Enable Nest and Google Home (as appropriate).
  By default, apps on iOS are blocked from accessing other devices on your local network. To be able to set up your device, you'll need to grant the Nest app or Google Home app (as appropriate) access to the local network on your iOS device.
5. Make sure you’re using a recent version of your phone or tablet’s operating system, by checking your phone’s settings for any updates.
6. Make sure you're using the latest version of the Nest app or Google Home app (as appropriate), by checking the Google Play Store or Apple App Store for any updates.
7. Reboot your phone or tablet, usually by pressing and holding its power button.
   
   

Step 2:  Recommended setup steps
Setup Nest Thermostat E and Nest Learning Thermostat models with the Nest app:
Add your Nest thermostat to the Nest app - Google Nest Help

Setup Nest Thermostat with the Google Home app:
Get started with your Nest Thermostat - Google Nest Help

Some things to bear in mind during setup:

1. For ease of setup, make sure that your phone or tablet is close to your Wi-Fi router, point, range extender or repeater when you try to add your thermostat to the app. If your thermostat is mounted on a Nest Stand, you can also move your thermostat closer to your Wi-Fi router, point, range extender or repeater.
2. If you have a dual band router that has different network names, try to set up your device on both the 2.4 GHz and 5 GHz bands.
3. Try rebooting your modem and router by unplugging the power cable. You may have a combination modem/router, or they might be separate devices. All of the lights on your modem and router should be off. Wait for 30 seconds, then plug your modem and router back in. You should also restart any Wi-Fi points, range extenders, or repeaters that you are using.
4. Restart (not factory reset) your thermostat by following these steps. 
5. Retry setup in the Nest app or Google Home app (as appropriate).

If none of the steps above help, factory reset your device by following the steps linked below and then retry setup. You may also want to try setup using a different phone or tablet, if you have one. If you don’t have one, perhaps see if you can temporarily borrow one from a friend or family member.

Restart or reset a Nest thermostat - Google Nest Help

Step 3:  Advanced troubleshooting

If you’re still experiencing issues at this stage it’s possible that:

• You're using an incompatible Wi-Fi range extender or repeater. Unplug or disable any network extenders and retry setup directly with your Wi-Fi router.
• You're experiencing something called Wi-Fi interference. Learn how to troubleshoot wireless interference.
• Your Wi-Fi router has a setting enabled that is preventing your device from working properly. Refer to the manual or documentation that came with your Wi-Fi router or consult the manufacturer’s support website to check the following settings on your router are set correctly.

Enable: 

• Universal Plug and Play (UPnP)
• Multicast
• Internet Group Management Protocol (IGMP)

Disable:

• AP/client isolation
• Virtual private networks (VPNs) 
• Proxy servers
• Internet Group Management Protocol (IGMP) Proxy
• MAC Address Filtering

Note that all Wi-Fi routers are different, so each setting may or may not be applicable to your particular router. Keep in mind that resetting or making changes to your router settings may have unintended consequences. If you have any questions or need assistance, we recommend you check your router manual or online support documentation, or contact your Internet Service Provider or router manufacturer.