Symptom
What’s going on
Steps to fix
Your customer is
seeing a question
mark on their Nest
when they use one
of the Nest apps.
The Nest apps will show a
question mark over the
thermostat when the Nest
servers can’t communicate with
the device. This may happen if:
•
The customer’s Internet
Service Provider is down.
•
The customer’s router is
incompatible with Nest.
•
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 Nest.
Wi-Fi troubleshooting help can be found here:
http://support.nest.com/wi-fi
Forgot Lock Code
Customer has forgotten the lock
code to their Nest
Nest can be remotely unlocked by logging onto
the Nest Account paired with their device from
the Nest Web app or from the Nest Mobile app.
For more detailed support information, please visit:
http://support.nest.com/certified
Nest Learning Thermostat installation & configuration guide
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