Their only proposed solutions at that point were: And after all that I STILL couldn't perform an update. This cleared the E297 error but started a different error because obviously the device could not detect the C wire. They told me to update my wiring in the Home app and tell it I had a common wire even though I didn't. Was on the phone with support and they had no clue, by the end of the call it was clear they knew less than I did. But I could not get the thermostat to download the software update due to the voltage threshold for update downloads (mine arrived with batteries at 2.09V), so it could not recognize the Power Connect and threw the E297 error.
Just coming in here to say that I had the same problem yesterday - was installing Gen4 Nest with only the R and W wires, using a Power Connect.
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