How to use the Device Provisioning app and troubleshoot issues

Get started

This article is for IoT integrators that have been equipped to install Google Nest thermostats in multifamily properties. You’ll use the Device Provisioning app to complete the Nest thermostat setup.

1. The smart apartment app provider will give access to the provisioner’s Google Account and send an email with instructions to download the Device Provisioning app. You must use a Google Account to sign into the app.

2. With the Device Provisioning app, you’ll pair the Nest thermostat to the unit by assigning provisioning information such as unit location and Wi-Fi credentials.

3. After physical installation of the thermostat (HVAC wiring, mounting the thermostat, etc.), you’ll begin setting up the thermostat in the provisioning app by first scanning the QR code. The app will tell you when to continue setup on the thermostat head unit.

• Note: For basic guidance on how to physically install the Nest thermostat, you can refer to our Nest thermostat installation article. Keep in mind this article asks Nest thermostat owners to use the Nest app to properly install their thermostat. The Nest App should not be used for the provisioning or installation of property-managed Nest Thermostats.

4. The thermostat will let you know when to return to the Device Provisioning app to complete setup for steps like Wi-Fi credentials.

Tips to set up Nest thermostats offsite

If you’re setting up a Nest thermostat at an offsite location before installing at the assigned property, here are some things to consider.

Power

• Nest thermostats that have been charged and then disconnected from power will slowly drain power over time. Nest Learning Thermostat can stay powered for up to 12 hours. Nest Thermostat E can stay powered for up to 24 hours.
• Once the thermostat loses all power, it will need to be charged with a USB cable for 30 to 60 minutes before it can turn on and run normally.

Wi-Fi

• If the Wi-Fi network for the thermostat is managed by the property manager, the Wi-Fi credentials used during offsite setup should match the onsite Wi-Fi credentials. That way, when you install the thermostat onsite, it will automatically connect to the onsite Wi-Fi with working credentials.
• If the tenant sets up their own router or Wi-Fi network, the thermostat can be set up using a temporary hotspot Wi-Fi network instead. The smart apartment app provider will give the tenant instructions to connect the thermostat to their own Wi-Fi network with their smart apartment app. 

If you’re setting up more than one thermostat

• You’ll set up the first thermostat as you normally would in the provisioning app. For the second thermostat you add to the structure, make sure that the first thermostat you set up is online and within a few feet of the one being paired.

Save the temperature schedule while provisioning

If you need to provision a Nest thermostat that currently belongs to a tenant, you can add the device to the property’s fleet while preserving the current schedule.

1. Ask the tenant to unpair the thermostat from their account with the instructions in this help center article.
   • Make sure the tenant knows that they shouldn’t reset the thermostat because they’ll lose their current thermostat schedule.
2. Make sure the thermostat is connected to Wi-Fi.
3. On the thermostat, select Settings   Nest app. You’ll find the QR code or entry key that you’ll need to provision the thermostat. You can also find this info on the back of the faceplate.
   • If the device was properly unpaired, the screen will show "None.” If it shows "Connected," make sure that all tenants have unpaired their accounts. You may need to wait up to 5 minutes to update the status.
   • Do not perform a Factory Device Reset (FDR). An FDR removes all existing settings, including schedules.
4. Provision the thermostat normally. Existing settings and schedules will be saved on the device.

Troubleshoot issues

You should refer to the developer documentation to troubleshoot issues while provisioning the Nest thermostat. Keep in mind that only whitelisted users will be able to view this documentation.