topic Re: Can’t connect in Nest Thermostats

Can’t connect

jkjkjk — Thu, 25 Aug 2022 07:22:12 GMT

I have nest thermostat E, the one where the display sits on a shelf etc. I have been trying on and off for weeks to set it up. 1st the display only shows the black and white home logo (no menu) I can connect to Wi-Fi but it won’t connect to the heat link, has the message -something went wrong THO13(4096)

Help please

Re: Can’t connect

AndaD — Thu, 25 Aug 2022 10:41:32 GMT

@jkjkjk

Hi there and thanks for bringing this to our attention. I'm sorry to hear about the situation with your thermostat, but let's check on this. Can you tell me if this is related to the initial installation? Also, what kind of troubleshooting steps have you done so far and what country are you currently located in?

Re: Can’t connect

AlexD — Sat, 27 Aug 2022 10:49:38 GMT

Hi, I wanted to check in. Do you still need assistance with your device? If so, make sure to let me know.

Re: Can’t connect

jkjkjk — Sun, 28 Aug 2022 08:36:50 GMT

Hi, I have tried most of the things that Google suggest, resetting the thermostat and turning off the power but it just won’t pair with the heat link. Also the unit just shows the black and white logo. Thanks

Re: Can’t connect

AlexD — Sun, 28 Aug 2022 09:51:56 GMT

Thank you for the information. The phone with the Nest logo inside of it is the symbol that indicates that the thermostat is ready to pair to the Nest app. Unlike the 3rd Generation model the E needs to be first set up with the Nest app.

Is this the first time the thermostat has been installed or has it been installed for some time and working before this behavior occurred?

Re: Can’t connect

DragosC — Wed, 31 Aug 2022 09:54:36 GMT

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted.

Re: Can’t connect

jkjkjk — Thu, 01 Sep 2022 13:47:37 GMT

Yes please

Re: Can’t connect

DragosC — Thu, 01 Sep 2022 13:55:34 GMT

Thanks for letting us know. Could you please provide us with the answer to the questions above?

Re: Can’t connect

AlexD — Sat, 03 Sep 2022 14:03:50 GMT

Hi, I wanted to check in. Do you still need assistance? Make sure to check my previous question.

Re: Can’t connect

george_t — Mon, 05 Sep 2022 14:53:57 GMT

Hi @jkjkjk. Just checking in, how's it going with your thermostat? Do you still need our help?

Re: Can’t connect

DragosC — Thu, 08 Sep 2022 06:37:18 GMT

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!