Troubleshooting Quick Reference Guide - nest Learning Installation & Configuration Manual

Troubleshooting Quick Reference Guide
Symptom:
Nest doesn't turn on
after installation
Red LED blinking on
front
Nest doesn't turn on after installation
No LED blinking on the front of the unit
Unit seems to be running backwards
(HEAT PUMP)
Fan doesn't come on
Your customer is seeing a question mark
on their Nest Thermostat when they use
one of the Nest apps
What's going on:
The internal battery is low and needs to
charge.
The power was never turned back on.
If it is heating when it is supposed to be
cooling and visa versa, the orientation of
the heat pump is probably incorrect.
Either there is an issue with the air handler
or with the Nest Thermostat.
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
Steps to fix:
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.
Use normal electrical troubleshooting
techniques to isolate the issue to either
the fuse/breaker box or a fuse on the
HVAC controller board.
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
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.
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.
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