topic Re: Thermostat wont sync to Heatlink (New device) and hangs H71 in Nest Thermostats

Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Mon, 21 Mar 2022 14:14:09 GMT

I have a new nest thermostat which refuses to link to a heat link. (Hangs for a long time, 5+ mins before giving up) if i change the heat link on the thermostat i don't think it remembers either.

Since it cannot do an initial connection, it wont allow me through the menu to the factory reset page.

I have managed to get the heat link paired with another thermostat in the system so i know it is a thermostat issue rather than a heat link one.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

Frustratedddd — Mon, 21 Mar 2022 21:13:48 GMT

I assume you are connected wireless only?

This does happen a lot, and the best way to try to solve is connect via cable to the base plate and heat link. You only have to do a temp job to get them paired, so no need to wire correctly. Just get 2 wires and connect to T1 & T2 at the heat link and the same at the base plate, you should then pair.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 12:07:34 GMT

Hi there @samwilliamsav

As @Frustratedddd mentioned above, could you answer please those questions, also, could you tell me please what color is the LED on the Heat Link?

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 13:18:41 GMT

the light on the heatlink is yellow

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 13:23:17 GMT

Understood. Thanks. Could you tell me please what is the distance between the Heat Link and the display? Also, please fill out the following template:

Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
Has there been any recent work on the heating system?
Was the Nest thermostat moved during maintenance to a new location? If yes, gather information about the new placement.
What is the distance between the Heat Link and Nest thermostat? Are the Heat Link and display on the same floor?

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 14:24:02 GMT

Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
Nope
Has there been any recent work on the heating system? Yes but concurrent with the issue, all other nests are fine. All nests are wired identically and the issue has been isolated to the thermostat not the heatlink as the heatlink is able to connect to other thermostats but the thermostat isnt able to connect to any heat links.
Was the Nest thermostat moved during maintenance to a new location? If yes, gather information about the new placement. No, not currently permanently sited so range is not an issue.
What is the distance between the Heat Link and Nest thermostat. Didn't work at 1m currently at 5m and doesn't work.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 14:35:50 GMT

Thank you very much for the answers. I put in here some steps to help you connect back the thermostat with the Heat Link. The steps need to be fulfilled in this order only.

Before following these steps make sure of the following:

- The thermostat is connected to the base and to a power source and it's getting power (You can check in the "Technical info" option, and after that in "Power", the battery needs to be above 3.8 in order to maintain a constant connection with the Heat Link, however, if it's not, let it charge until it is).
- If you have the possibility (the thermostat is on a stand), bring the thermostat and the Heat Link as close as possible only for the pairing process, after that, you can move them anywhere in the 30 meters radius

1. Gather the 6-digit entry key located on the bottom side of Heat Link's case, near the screw that holds the case together.

2. Select the option "Replace Heat Link" on the thermostat (you will have a message saying that the thermostat failed to connect wirelessly to the heat link, you just need to continue and you will receive a screen with 4 options: check again, reset pairing, replace heat link and technical info, the correct option in the third)

3. Put the 6-digit entry key in there but don't confirm it. Just write it there and stop when you see the word "Connect" highlighted.

4. Press the "Nest" button on the Heat link and hold it for 45 seconds until you see a slowly pulsating blue light on the Heat Link. After that, wait about 5 seconds and press and hold it again for another 45 seconds until you see a slowly pulsating blue light on it.

5. Go ahead and press connect on the Thermostat's display and wait about a minute. You shall see the message "Heat link connected wirelessly" and the Heat Link's light shall be solid green. That means the devices are connected and working.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 16:09:49 GMT

Battery above 3.9v
1. Done this previously with no success

2.Done this previously with no success

3.Done this previously with no success

4.Done this previously with no success (Blue light flashing after holding for this time interval)

5. still wont connect. The thermostat itself fails to change the heatlink details and sync to it even within 1m.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 16:23:38 GMT

Thank you very much for the steps. Could you tell me please if there's anything in between the thermostat and the Heat Link? Is the thermostat on the base and the base plugged to power while connecting them?

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 16:50:07 GMT

Thermostat has the spirit level wall mount item fitted.

it will sync with a wire but not wirelessly even when next to each other.

it also struggles to stay on the WiFi network.

it’s quite silly now.

it tries to connect wirelessly and thins it’s connected to a heat link which is flashing blue.

when you call for heat you get nothing the thermostat is flashing amber on the little led.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 17:00:18 GMT

It doesn't make any click when you try to call for heat? It should have while being on a wired connection.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 17:06:43 GMT

When set up for wired it clicked.

I tried to set it to wireless and it cant do that (When powered via 12v or 5v).

When this failed i also held the heatlink until it went flashing blue and tried again.

Still no joy. It thinks its still connected to the heatlink via wired even though its not.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 18:17:04 GMT

Thanks for trying. Got it. I'll need to create a case for you so we can consult our senior support team. Please check your email and reply to it and follow the instructions from there.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 18:22:00 GMT

Also, could you please fill out the following template:

• Nest app version?
• Mobile device make & model?
• Mobile OS version?
• Mobile service provider?

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 18:38:48 GMT

• Nest app version? 5.9.xx (wont work as wants to be attached to its base)
• Mobile device make & model? N/A - not connected
• Mobile OS version? N/A - not connected
• Mobile service provider? N/A - not connected

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Tue, 22 Mar 2022 18:50:37 GMT

Thank you. Could you tell us please if the thermostat is attached to the base when connecting?

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Tue, 22 Mar 2022 18:57:39 GMT

At present is it not connected and is asking to be re-connected.

This would work and it would operate wired but if you try to connect wirelessly it wont.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Wed, 23 Mar 2022 12:18:30 GMT

Thanks. I think there is a misunderstanding here. The thermostat still needs to be on the base all the time, even during wireless connection, otherwise it will never connect. So, even if the base is hardwired on the wall, it will need to be attached to the base in order to be able to connect. It should not be taken off the base. Please try the steps above with the thermostat in permanence on the base.

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

samwilliamsav — Wed, 23 Mar 2022 12:49:56 GMT

Apologies,
When i last reseated the base it didn't register it but was receiving power, all tests where done with the base attached. (in close proximity to the heatlink with no joy.)

Re: Thermostat wont sync to Heatlink (New device) and hangs H71

DragosC — Wed, 23 Mar 2022 14:07:53 GMT

No worries. Just to double check, could you tell me please if you've checked on the interference from the house? Please check thoroughly on this article: https://bit.ly/3pt39IJ