Installation Manual

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.

Wi-Fi troubleshooting help can be found
here:

https://nest.com/support/article/Troubles
hooting-Wi-Fi-and-connection-issues
Forgot Lock Code
Customer has forgotten the lock code to
their Nest Thermostat
The Nest Thermostat 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.



Where to Find Additional Help
• Help online: https://nest.com/support/thermostat/
• Nest Pro Tech Support: 1-855-VIP-NEST (1-855-847-6378)
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