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Error TH013 paring to heatlink

K9
Community Member

When trying to pair the Nest E thermostat with the heatlink during set up. 

I have tried all the advice I can find on the forum. However my phone seems unable to connect with the thermostat to begin the pairing process. 

 

2.4 GHz = tried = X

New WiFi router = tried = X

I can ping from my phone to the IP address of the nest thermostat so it is definitely live on the network. And I can connect to the nest thermostat to reset the network settings from the nest app. There seems to be an issue with the paring process. 

4 REPLIES 4

K9
Community Member

In case anyone else is searching for this error. 
The problem was solved by calling Nest support. 

The fix was to reset the Heatlink (Hold the button until the light goes yellow/orange) right before asking the app to do the Thermostat <-> Heatlink paring.  

The support agent may also have reset some aspects of my account on the back end.  

AlexD
Community Specialist
Community Specialist

Thank you for all the information @K9 . I am happy to hear you managed to get things back on track with my colleagues. It is good to reset the Heat Link right before adding it to make sure it does not timeout. Make sure to let me know if you need any further assistance. 

AnaM
Community Specialist
Community Specialist

Hey there,

 

Please let me know if you need any further assistance. 

CristianC
Community Specialist
Community Specialist

Hi there. It's been a while since this thread was last updates so I'm going to lock it. If you're still experiencing issues, feel free to open a new one.