Heat Link is dead

[GeorgiaA]

Hi There - I’m getting error message H71 - but heat link is dead - no lights and unable to reset. Have had no power/electrical/heating issues or work done. The set up has been working fine for the past 2 years and I have no idea what has happened. Power to the boiler is fine - and have hot water. 

[Davedooby]

Hi, I sent the email online as requested, thank you. There was no reference number, just a thank you for sending email message. 

[Danny043]

Hi, my heat link died last night, power to the unit is fine but power from unit has stopped, no lights and the base is showing the no power error 

[msmith585]

Hi There, Exactly the same issue with my heat link has happened today. No power at all, totally dead. I can get power to the heat link by using the small usb Jack on the front under the main cover and the main thermostat now connects to the heat link

fine, but no signal is being sent to the boiler to activate the heating. Either via the app or pressing the heat link button….

The system is a little over 2 years old so this is very disappointing from Google…. 

[Pdc1604]

Hi @msmith585

Yes, that’s exactly the same as me, even down to being just outside the warranty period!  I also agree about being disappointing for Google because all of their kit I have had has been really good quality and lasted well.  But I can only assume there has been a dodgy batch of Heatlinks as there are several cases reported in this forum.  However, they’ve recently sent me a new one so that’s good, but it’s taken about 5 weeks and required persistent chasing to get it, so my advice is hang-in there and don’t give up.  Other than the Heatlink failure I’ve been really impressed and happy with the Nest system, but just a bit in two minds at the moment.  Good luck 🤞

[DragosC]

Hello @msmith585 

I'll do my best to help you sort this out. Please try the following:

1. Restart the Heat Link:

• Press the Heat Link's button for 20 to 30 seconds or until the LED is slowly pulsing blue to show that it's ready to be paired. 
• The Heat Link's status light will pulse blue indicating that it's restarting.
• Check the color of the Heat Link's status light

2. Restart display:

• Turn off the router and other Wi-Fi and/or Bluetooth devices (speakers, cordless phones, baby monitor, modem, etc.).
• Restart the display by pressing on it for 10 to 15 seconds until it turns off. If the display doesn’t restart, remove it from the base and restart it by squeezing it in hand.
• After fully restarting, if there's an error that the devices are not connecting automatically, select Check Again. It will automatically connect if it can.

3. Try to connect the thermostat with the Heat Link again.

Let me know how it goes.

[msmith585]

Hi DragosC, I have tried all of that and nothing is working. The heat link only gets power when used with the usb Jack. As soon as I remove this it is dead. Also, even with power the wall controller connects to it fine, but the commands are not being sent to the boiler itself.

[DragosC]

Thanks for letting me know @msmith585

In this case, please contact our live support team here: https://bit.ly/3adTfGB Please let them know of the troubleshooting done. 

Should anything else come up, we're just a message away. Have a great day ahead and stay safe!