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Troubleshoot connecting a thermostat to the app

If you’re able to connect your Google Nest thermostat to Wi-Fi,
but you can’t add it to your account in the Nest app,
retrieve an Entry Key, or if there's an Entry Key Error on
your thermostat, follow these steps to troubleshoot and
fix the problem.

Note: If you’re having trouble connecting your
thermostat to Wi-Fi, you are trying to troubleshoot a
different Nest product, or all of your Nest products are
offline follow this link:

Troubleshooting Wi-Fi and connection issues

Nest thermostat entry key error display image.

1. Make sure your home Wi-Fi is working

Since your Nest thermostat uses your home Wi-Fi network, check that you can get online with another Wi-Fi device in your home. If you’re using a phone, make sure you don’t use cellular data to test your connection. Turn on Airplane mode and then turn on Wi-Fi. Visit google.com to check if your connection is working. 

If you can’t connect, try using a different device to double check. If you can’t connect with any device, contact your internet service provider to check the service status in your area.

2. Check the status of the Nest service 

Click here to check the status of the Nest service.

If the Nest service is down, you won’t be able to add your thermostat to your account in the app. There may also appear The Nest service can’t be reached right now in the Nest app.

When the Nest service comes back online, you'll be able to add your thermostat to your account in the app.

3. Check your app version

Make sure that you have the latest version of the Nest app (for Nest Learning Thermostat or Nest Thermostat E) or the Home app (Nest Thermostat) on your phone or tablet. You can download it for free from the   Google Play Store.

How to keep your Nest products and the app up to date

4. Restart your Nest thermostat 

Restarting your thermostat will refresh your connection. After your thermostat has finished restarting, try adding it to your account in the app again.

On the Nest Thermostat:

  1. Tap the right side of the thermostat to open the menu.
  2. Scroll and tap to open Settings Nest settings icon  Restart.
  3. Select Restart and choose Yes.

On the Nest Learning Thermostat and Nest Thermostat E:

  1. Press the ring to bring up the Quick View menu.
  2. Turn the ring to Settings Nest settings icon and press to select.
  3. Choose Nest app  Get Entry Key.
  4. Your thermostat should show you a 7-character key to enter in the Nest app.

5. Restart your router and modem

Restarting your router and modem will reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters.

  1. Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
  2. Wait for 30 seconds, then plug your modem and router back in.
  3. Your modem and router will restart. Wait a couple of minutes or until there's a steady power and connection lights. A quickly flashing data light could also appear.
  4. Try to add your Nest thermostat to your account in the app again.

Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.

6. Check the settings on your Wi-Fi router or access point 

Restrictive firewall security or parental control settings on your Wi-Fi router can sometimes block communication with Nest servers.

Refer to your Wi-Fi router/access point documentation to learn how you can exempt the Nest thermostat from these restrictions.

Also make sure you’re using settings that allow your thermostat to connect to your account in the app. Follow this link for more information:

Recommended Wi-Fi network and router settings for use with Nest products

7. Check the incompatible list 

A small number of older routers are incompatible with Nest products. Even if your router is on the incompatible list, some incompatibility problems can be resolved by changing your router settings or by updating the router software to the latest version.

Wi-Fi routers that are incompatible with Nest products

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