Adding a second Nest Learning Gen 3 can't find an assisting nest product but there is one!

[rt128]

Trying to add a 2nd Google Nest Gen 3 which is having trouble connecting to an assisting Nest product - error TD014(0.64)

I have a Gen 3 Nest on the first floor running fine. It's about 15 feet away from this 2nd Gen 3 I am installing for the second floor zone. It is on the same wifi as my iPhone. There are also 3 Nest smoke detectors in the house.

I've had Gen 1 Nests running for a few years at both these spots and upgrading to Gen 3. I removed the Gen 1 thermostats from the app and now adding the second Gen 3.

I can see the First Floor Gen 3 in the app and it seems to function fine still. But the second floor Gen 3 just can't seem to find an assisting Nest product.

I tried restarting the new second floor gen 3 and also restarted my iPhone.

I tried taking the new Nest downstairs next to the existing working Nest and still get the same error.

Is there any way to manually set the wifi in the new Nest Gen 3 on the second floor?

Any suggestions? Please advise.

Thank you!

[rt128]

OK I figured out how to configure the wifi manually on the thermostat and it works to control the temp/heat fine. But when I go into the nest app option on the thermostat and try to add it to the app I get the same error message as above.

What's it trying to do behind the scenes?

Please advise how I can add this new gen 3 2nd floor thermostat to the first floor one that already is in there and has been working fine for a week.

What is wrong?

[rt128]

can anyone please help here? 

[EdwardT]

Hi rt128,

Thanks for reaching out. I'm sorry to hear that you're having an issue with setting up your Nest Thermostat. If you haven't yet, please try the steps on this link and let us know the results.

Thanks,

Edward

[rt128]

Thank you for replying @EdwardT 

The FAQ did not help.

The first floor Gen 3 nest is working fine and from the app too.

This second floor Gen 3 nest works manually but I cannot connect it to the app. It is connected to the wifi SSID which is the same SSID as my phone is on and the first floor gen 3 nest is on that same SSID too which supports 2.4GHz.

My software is up to date and the Nests both say their software is up-to-date. But I cannot add the 2nd floor nest to the app.

I tried resetting the 2nd floor nest to factory settings and went through setup again. No change.

It always fails when it tries to find another nest to help it. Right now, after factory reset I am getting error TD014(0.64). But I have also previously seen TD016 and TD013. What do these error codes actually mean?

What is the new 2nd floor nest trying to do that it is failing on? Both nests are on the same wifi. They can both use the network successfully to check their software version and download a new version from Nest. What is causing the failure adding it to the app but everything else works fine? 

Last note - I had two Gen 1 Nest products working just fine for years in these exact spots. I've simply upgraded to Gen 3.

thank you for any suggestions and insight.

Please advise.

[EdwardT]

Hi rt128,

Thanks for the response. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[Markjosephp]

Hello there,

Thanks for assisting, Edward.

@rt128, I'm checking back in — how's it going? Have you had a chance to fill out the form? Please let us know so we can assist you right away.

Regards,

Mark

[rt128]

Hi @Markjosephp thank you for checking back. I have now filled out the form. Very much appreciate any thoughts/advice/guidance on best next steps. 

[rt128]

Thinking about this some more I wonder if there might be a setting on the functioning First Floor Gen 3 Learning Nest that is preventing it from assisting the Second Floor Gen 3 Learning Nest when I try to add it to the app?

[EdwardT]

Hi rt128,

Thanks for the response. There's no setting on the Nest Thermostat that would prevent a second thermostat from being added. Keep an eye on your inbox for an email from our team.

Thanks,

Edward

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[rt128]

Yes I still need assistance please. This problem has not been solved. Sigh.

[Jhonleanmel]

Hi rt128,

Thanks for getting back to us.

Are you getting a message when trying to add your Nest Learning Thermostat to your app?

Best,

Mel

[rt128]

Hi @Jhonleanmel 

When I try to add it I get "Something went wrong - the app is having trouble connecting to the assisting Nest product" Wi-Fi network, TD016(4060)

the distance between the two thermostats is about 10 feet - one is on the first floor and the other on the second floor. They are both on the same SSID wifi as well.

Any ideas?

thank you

[rt128]

Hi @EdwardT thanks for circling back - very much appreciated. I have filled out the form and welcome any thoughts/advice/guidance on getting the 2nd Nest Learning Thermostat Gen 3 to work. Best regards

[Markjosephp]

Hello there,,

I appreciate your effort in filling out the form, @rt128. However, we haven't received it yet. Could you please submit another form using the same email account as your Community profile?

I'll look forward to your response.

Thanks,

Mark

[rt128]

Hi @Markjosephp I have just resubmitted again. thank you

[EdwardT]

Hi rt128,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Edward

[rt128 · Accepted solution]

This problem is resolved thanks to the help of a very sharp Google Nest phone support person named Bert.

For the record and for future reference, here's how the problem was resolved:

Created a new Home in the Nest app. Added the second floor Gen 3 Learning Thermostat to the app as the first thermostat. All went smoothly without any error - success for the first time adding the second floor to the app - wow! Then deleted the already working first floor Gen 3 Learning Thermostat from the existing Home and added it to the newly created Home (with the second floor thermostat already there). Success! All is working! Then removed the 3 Nest smoke detectors from the original Home and added them to the new Home with the 2 thermostats. Then deleted the original home. All is now working - Thanks to Bert!

I would add that the FAQ which I was referred to as the answer for the problem over and over again was not helpful. Even Bert at the beginning thought it must be our home router but it was not and this line of debugging was a dead end. Both thermostats had successful network connectivity from the start, the second one just could not find the first floor one in order to add itself to the app and I still don't understand why that was generating an error. Thankfully it all works now.

[Markjosephp]

Hello rt128,

Sounds great! I appreciate you posting and keeping us updated on your efforts to resolve your issue and find a solution. It looks like we have come to a solution, so I'm going to lock this thread in 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

Thanks,

Mark