A W5 help code means that your thermostat can’t connect to Wi-Fi. Follow the steps below to troubleshoot this code.
1. Check for a W5 message
Note: You can only check for a W5 message on your thermostat. The code doesn’t appear in the app.
When the error first occurs, your thermostat should display a message that says it’s unable to connect to Wi-Fi. The message ends with "nest.com/w5".
If you dismissed the W5 message, you can check your thermostat’s Network menu to confirm that a W5 code has occurred.
- Press on the thermostat ring to open the Quick View menu.
- Select Settings
.
- Turn the ring until Network appears. You may get one of these messages:
- “Error - nest.com/w5.” This is the W5 code.
- The name of your Wi-Fi network. This is not a W5 code.
- “Not connected.” This is not a W5 code.
If there’s a W5 code, restart your thermostat.
If there’s no W5 code, but your thermostat is offline or experiences intermittent connectivity issues, try the steps in the Troubleshoot Wi-Fi and connection issues article.
2. Restart your thermostat
Note: Your thermostat doesn’t lose any of your customized information or settings if you restart it. Once your thermostat boots up you can continue to use it as before.
- Press on the thermostat ring to open the Quick View menu.
- Go to Settings
- Select Reset.
- Select Restart.
- After your thermostat restarts, you can try to reconnect it to Wi-Fi. On your thermostat, go to Settings
Network and select the name of your Wi-Fi network.
3. Contact support
If you still see the W5 error code, contact Google Nest customer support to help resolve this issue.
- Have the help code and your thermostat’s serial number ready to give to the support agent before you call.
- To find your thermostat’s serial number, pull the display off the base and flip it over. The serial number is above the QR code on the back of the display.
- When you reach an agent, let them know you’ve performed all the troubleshooting steps in this article.
If the W5 code disappeared but you’re still having trouble connecting to Wi-Fi, you can try the steps in the Troubleshoot Wi-Fi and connection issues article but you may want to contact Google Nest customer support to help guide you though troubleshooting.