nest Learning - Troubleshooting Quick Reference Guide; Common Symptoms and Fixes

Troubleshooting Quick Reference Guide
Symptom:
What’s going on:
Steps to fix:
Nest doesn’t turn on
after installation

Red LED blinking on
front

The internal battery is low and needs to
charge.
If you leave it where it is, it will slowly
charge and eventually turn on. This can
take an hour or two.

If you have a micro-USB cable and wall
charger you can charge it more quickly
over USB.
Nest doesn’t turn on after installation

No LED blinking on the front of the unit
The power was never turned back on.
Use normal electrical troubleshooting
techniques to isolate the issue to either
the fuse/breaker box or a fuse on the
HVAC controller board.
Unit seems to be running backwards
(HEAT PUMP)
If it is heating when it is supposed to be
cooling and visa versa, the orientation of
the heat pump is probably incorrect.
Follow these steps to change the heat
pump orientation:

1. Press the ring to bring up the
menu
2. Turn the ring and select
SETTINGS
3. Turn the ring and select
EQUIPMENT
4. Turn the ring and select HEAT
PUMP

Fan doesn’t come on
Either there is an issue with the air handler
or with the Nest Thermostat.
First, check the wiring to make sure the
wires are in the right place and the wire
tips are straight and fully inserted into the
connectors.

If that doesn’t work, turn off HVAC
breakers and pull out the Rh and the G
wires. Carefully hold them together with
the copper ends touching for 10-20
seconds.

If the fan turns on there may be a
hardware issue with the device, so please
contact us.

If the fan did not turn on, there is an issue
with the heating and cooling system
unrelated to the Nest thermostat.
Your customer is seeing a question mark
on their Nest Thermostat when they use
one of the Nest apps
The Nest app will show a question mark
over the thermostat when the Nest servers
can’t communicate with the device. This
may happen if:

1. The customer’s Internet Service
Provider is down
2. The customer’s router is
incompatible with the Nest
Thermostat
3. The Nest servers are down or
undergoing maintenance
First, you should verify that the customer’s
internet connection is working and that
their Wi-Fi network is online.

If it is, check the Nest system status in the
upper right of nest.com/support. Nest will
publish maintenance or outage
information there.

The last thing to check is if the customer’s
Wi-Fi router is compatible with the Nest
Thermostat.
continued...
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