Can’t connect

[jkjkjk]

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

[AndaD]

@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?

[AlexD]

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

[jkjkjk]

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 

[AlexD]

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? 

[DragosC]

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

[jkjkjk]

Yes please

[DragosC]

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

[AlexD]

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

[george_t]

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

[DragosC]

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!