topic Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023) in Nest Thermostats

Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Fri, 17 Mar 2023 14:28:52 GMT

Hello all,

We bought a house that already had a Nest E with Heatlink Thermostat in Spain.

It has been switched off for a longer time, but after being on power for several hours it now seems to respond.

However:

I installed the Nest app on my android phone, and the app scans the QR code, and it recognizes it as a Nest E thermostat.

It tells me to plug in the thermostat, but it will not connect to the thermostat, and the error is TD023.

After looking on Google it tells me it could be that the thermostat is still connected to a previous owner??

Is there a way to reset the old account connection?

When I unplug the thermostat from it's base and connect it by means of a USB cable to my PC it comes up as a storage device showing just 1 file named: Technical Info.plist

In that file there is a key UID that is filled.

Any suggestions?

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

UanaC — Sat, 18 Mar 2023 09:17:57 GMT

Hello there! Thanks for posting. I'm sorry to hear about the issue you've encountered, but I'll be more than happy to help out. Can you please try these troubleshooting steps:

Quit and restart the Nest app.
Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
Disconnect any Bluetooth devices that are connected to the phone to rule out any interference.
Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
Restart the phone or tablet.
Restart the joining and assisting devices.
Move the joining device closer to the router, or the router closer to the assisting device.
Try a different mobile device.
Create a hotspot and try to pair again. Make sure that the device connects to the hotspot this time and not the home Wi-Fi.
Create another structure in the Nest app and try to add the device to the newly created structure.

Let me know how it goes. Thanks in advance, Oana.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Sat, 18 Mar 2023 10:44:43 GMT

Hi Oana,

thanks for replying 🙂

I tried all steps except the different phone, I only have my all LG android6 phone, and the Nest app is not available on that phone.

My current phone is a Xiaomi Redmi Noe 9T running Android 12.
So far I had no problems using bluetooth with this phone.

I read on the forum about removing it from the base and connecting the Thermostat by means of a USB cable to my PC.
It does come up as a drive F: showing a "Technical Info.plist" file.

The contents are: (I added some spaces here for readeability)

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
<key>Base</key>
<dict>
<key>Model</key>
<string>unknown</string>
</dict>
<key>Display</key>
<dict>
<key>ActivePartition</key>
<string>primary</string>
<key>Country</key>
<string>ES,IT</string>
<key>Model</key>
<string>Display-5.1</string>
<key>SerialNumber</key>
<string>15AA01AC381801D8</string>
<key>SoftwareUpdateState</key>
<string>Synchronized - None</string>
<key>SoftwareVersion</key>
<string>5.9-5</string>
<key>UID</key>
<string>3d1c61d4ea9d0a70</string>
</dict>
<key>Network</key>
<dict/>
</dict>
</plist>

By looking at it maybe only the "Model" "Ünknown" looks weird to me?

Many thanks for helping me,

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Sat, 18 Mar 2023 12:13:37 GMT

Hello,

an Update:

I tried again to go through all the steps, and I still have not be able to add the thermostat to the Nest app. but...

After plugging the Thermostat (removed from the Base) again to the PC, the file now has different content, it says something about the Base as well:

(This looks better?)

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
<key>Base</key>
<dict>
<key>Model</key>
<string>Backplate-8.2</string>
<key>SerialNumber</key>
<string>23DA01AC361803PN</string>
<key>SoftwareVersion</key>
<string>1.0.7</string>
</dict>
<key>Display</key>
<dict>
<key>ActivePartition</key>
<string>primary</string>
<key>Country</key>
<string>ES,IT</string>
<key>Model</key>
<string>Display-5.1</string>
<key>SerialNumber</key>
<string>15AA01AC381801D8</string>
<key>SoftwareUpdateState</key>
<string>Synchronized - None</string>
<key>SoftwareVersion</key>
<string>5.9-5</string>
<key>UID</key>
<string>3d1c61d4ea9d0a70</string>
</dict>
<key>Network</key>
<dict/>
</dict>
</plist>

Ragrds,

Leo

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

UanaC — Sat, 18 Mar 2023 13:55:31 GMT

Thanks for the update. I've sent you an email with further instructions. Please reply to my email when it's done.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Sat, 18 Mar 2023 15:24:41 GMT

Hello OanaC,

I just filled in the form.

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

UanaC — Sat, 18 Mar 2023 15:41:43 GMT

Gotcha. I've sent you another email with more instructions. Keep me posted.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Sat, 18 Mar 2023 16:16:36 GMT

Hello Oana,

do you mean by the Google Logo the white House in the center of the display?

After pressing and holding the thermostat came with a message it could not control my heating (Error H158) and needed a reset, so I followed instructions and it counted down to 0 to perform the reset.
After that it told me it would restart, "Be back in a bit".

With respect to the Heatlink: short press to wake it up, that gave a "breathing" blue light
Press and Hold made the blue light go Off and a solid Orange light came On.
After some time, this turned into a "breathing" blue light again.

Still not possible to add to the Nest app.

Regards,

Leo

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

LarisaL — Sun, 19 Mar 2023 11:51:20 GMT

Hello there! The error H158 appears when the Heat Link is not added to the app. Please try these steps:

1. If you already have the Heat Link added to the app, please remove it. After that reset the Heat Link to factory reset by pressing and holding the Heat Link's button for 20 seconds. Heat Link's status light will turn solid yellow. Release the button. When the factory reset is complete, the status light will pulse blue to let you know. Now you'll need to add your Heat Link back to the app:

Remove Heat Link's cover so that you can see the QR code on top of the battery compartment.
In the app, go to Settings > Add product.
Follow the on-screen instructions to scan the QR code and add Heat Link back to the app. When asked, tell the app that Heat Link is already installed, which lets you skip the instructions about installing it on your wall.

2. Factory reset your thermostat display by grabbing it in your hands like you would grab a sandwich. Then press the display twice and the third time you press it keep it pressed until you see the Google logo. After that you can try to add the display into the app.

Thanks, Larisa.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Mon, 20 Mar 2023 09:03:14 GMT

Hello Larisa,

thank you for your information.
This is what I tried and happened:

If I reset the Heatlink like you said, it does come on Solid Orange, and after that Pulse Blue.
But if I try to add the Heatlink now, the Nest App tells me I must add the thermostat first....

I did the reset of the thermostat like you said, press/release, press/release, press and hold.

Than, it shuts down (I think) it shows a rotating little circle, screen goes blank, it shows a blinking white dot on top of the screen, then it shows a little white house in the center of the screen.

After a while this changes to what looks like an outline of a mobile phone, with a down pointing arrow, pointing at a black house in a white square.

I assume this suggest I should install the Nest app (already have) and add the thermostat?

If I scan the code on the fixed white metal base of the thermostat it is recognized by the app as a " Nest Thermostat E " But after pressing Next the app says Connecting, Looking for your thermostat.

After some time the app shows a yellow warning sign and says: "something went wrong, we're having trouble connecting to your thermostat. etc. showing the TD023 at the end.

Question: When you say "Until I see the Google Logo" when resetting the thermostat, I only see a house and a house in a phone, never anything colored or a G or anything that resembles Google.

Is the House the logo you mean?

Many thanks for helping me,

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Paul_R — Mon, 20 Mar 2023 09:51:00 GMT

Hi Leo! If you do the reset correctly and keep it pressed, eventually the thermostat will have a colored G logo on the screen, followed by the outline of a phone. After you've done that, please try the steps provided by my colleague Oana, and let us know how it went.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Mon, 20 Mar 2023 12:47:26 GMT

Hello Paul_R,

I am still trying to reset, but so far I only got the little white House, followed by the Phone drawing with the arrow and the house in it.
Will keep on trying.
Is there a certain interval I must use between the short presses and the holding?

Just to check: the instructions provided are for the EU version of this thermostat, are they?

Not sure if links are allowed, but this is a picture of the thermostat we have:

https://duet-cdn.vox-cdn.com/thumbor/0x0:1000x600/640x427/filters:focal(500x300:501x301):format(webp)/cdn.vox-cdn.com/uploads/chorus_asset/file/13197133/1000.jpg

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Paul_R — Mon, 20 Mar 2023 12:50:51 GMT

If it gives you the house, and afterwards it boots with the phone icon it should be alright. Yes, we're offering support for the European version of the thermostat.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Mon, 20 Mar 2023 13:00:55 GMT

Hi Paul,

thanks for your quick reply .
If I try to reset it will start with a blinking white dot on top of the display, followed by the white house, followed by the phone icon.

After some time while trying to connect it to the app the display shows a horizontal battery icon with a flash in it.
After that the screen goes dark.

I never saw any colored logo, but that could be alright maybe, because it was already fully resetted?
Question: is the WiFi used y the phone later on used by the thermostat?
If so, does it support 5.8GHz or only 2.4GHz WiFi?

I am trying now while making sure my phone used 2.4GHz on channel 12 only.

To be continued 🙂

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Paul_R — Mon, 20 Mar 2023 13:14:21 GMT

The battery logo that you described means that the thermostat has low battery and needs to be charged. Please take the display off the stand, plug a micro USB cable directly into the back of it and charge it as you would charge a phone for 90 minutes. Only afterwards try to pair the thermostat with the app again. We'd recommend using the 2.4 GHz network, as it is much friendlier to the thermostat, and yes, the Wi-fi that the phone is connected to will be on the thermostat.

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Mon, 20 Mar 2023 13:38:59 GMT

Hi Paul,

OK, that does make sense.
The house was without power for quite some time before we got it.
It is on charge now by means of an extra micro USB cable, and although it says "Please attach the display to its base" I will leave it on charge for now.

Again, thanks for your swift reply,

Will let you know how I got on.
(might be tomorrow)

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Paul_R — Mon, 20 Mar 2023 13:42:25 GMT

Sure thing, take your time. Just make sure to let the thermostat charge for 90 minutes in order to get a full battery. Until you get back with a reply, have a great day!

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Mon, 20 Mar 2023 16:40:30 GMT

Hello Paul,

me being a retired electronic engineer made me do the following:
When I got the Error H158 on the display, I saw the option to go to "Technical Info" on the thermostat.
In the chapter "Power" I could read the Battery Voltage being at 3.749V, even after over an hour of charging.

Vusb was 4.38V and Vin was 5.06V.

According to another question asked here:

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-3rd-gen-Thermostat-low-battery-issue-after-several-years/td-p/36546

In that question I found this:

"After speaking to Google Nest advisor this evening the battery needs to be between 3.8 - 3.9 volts in order to work and stay in touch with the Wi-fi etc"

This question might have been about a US model, but maybe my battery (or charging circuitry?) has a problem?

I will keep it on charge for a longer period of time and will check on the Battery voltage now and then.
To be continued,

Regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner — Tue, 21 Mar 2023 12:49:11 GMT

Hi all,

I kept it on charge whole night, while checking the Battery voltage every now and then.
The highest I saw was 3,912V, but after unplugging it from the cable in the back I see it dropping quite fast to 3.59xV.

Even when at 3.9xxV, if I quickly plug it in the Base, I still cannot add it to the Nest App, still giving the TD023.
TDxxx may stand for Technical Defect 🙂

I am starting to suspect the internal battery having a too high internal leakage current, and because of that it will never reach a high enough voltage for the wireless connection to funcion?
I also saw the current always fixed at 200mA.

Any thoughts?

regards,

Leo Kroonenburg

Re: Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

OannaCG — Tue, 21 Mar 2023 18:34:29 GMT

Hi there @Satbeginner ! I need to investigate this issue with my senior colleagues and I'll be able to give you a resolution after they look into the matter, therefore, I'll send you an email with a form to fill out because I need to create a case for you. Please let me know after you complete the form in order to escalate it to my senior colleagues.