Heat Link offline

[CI73]

I am having an issue with my heat link in the Nest App - it notes the heat link being offline.  i am using teh Nest Thermostat E.  If i check on the thermostat, it says that it is connected to the heat link and if i test that link, it again notes that the thermostat and. the heat link are connected.  I can control the thermostat on the app and if i change the temp on the thermostat the heating comes on.  

I contacted Nest Support about this and was advised to remove the heat link and the thermostat from the app, which i did (twice) and in both occasions it noted the heat link as being OK for a period and then again defaulted to being offline in the app.

My question, if the heat link and the thermostat are connected, does it matter that the heat ink is offline in the app?  do i not control everything from the thermostat (which is online) anyway?  Could this be a battery issue in the heat link (note that i have not received any battery health warnings)?  

My system is about 6 years old, never had issues before.

Nest Thermostat E, installed professionally.

Thanks in advance for all assistance and help!

[luciaaa]

Hi, @CI73,

Thank you so much for posting in the community. I'm very sorry that the Heat Link is not staying online. I understand that it's frustrating to see that after a while the device was working fine, it went offline. I’m happy to help you!

Thank you so much for removing the Heat Link and thermostat from the app and adding them again. I really appreciate you taking the time to do these troubleshooting steps. 

To provide you with the best assistance, please provide the following information: 

• What is the color of your Heat Link's light?
• Has there been any recent work done on your heating system?
• Have you attempted any additional troubleshooting steps in addition to those listed in your post?

This information will help me to provide you with accurate troubleshooting steps. Thanks in advance. 

Keep me posted.

Best regards,

Ana

[CI73]

Our heat link (Thermostat e) does not have a permanent light. Having checked online this appears to be normal.  We have not had any recent work during the period when it was working to when it is not.  Only other thing I have done is to reset the WiFi router but no impact with this.  
as I noted, the thermostat is connected to the app and the thermostat is connected to the heat link.  

[luciaaa]

Hi, @CI73,

Thank you so much for your response. I’m happy to assist you further!

Since the Heat Link doesn’t have a permanent light, it could mean the Heat Link is working as expected or it means the Heat Link has lost power. To discard a power problem, follow these troubleshooting steps: 

• Confirm the display receives power: Verify the thermostat display is properly seated on the base and verify that the battery level is at least 3.8 V. You can check out this information in this article: Device information or technical info. If the display is not receiving power, please let me know. 
• If you are experiencing loss of connection, check that it is not caused by the distance between components. If it's powered by a USB, bring the thermostat display closer to the Heat Link or move the base together as a unit. Also, it may be caused by signal interference. For more information, refer to this article: Troubleshoot wireless interference.

Please keep me posted.

Best regards,

Ana

[Majortarantino]

I have the exact same issue as you and got the same replies as below but now my topic has been closed and not resolved. I also have no energy history anymore. It seemed to happen at the time of the last software update... Coincidence? 🤷🏼‍♂️

[CI73]

i have no idea iwth it all.  the heat link seems to be come and go on and off line but the thermostat is always online.  The heting appears to comeon when required with the schedule and the thermostat switches it off when it gets to temp.  i wonder if it is actually not an issue and maybe a software issue on the app side.  The heatlink does not appear to be taking temp readings.

[Majortarantino]

Sounds like we have identical problems. Mine has also been faultless for 5 years. Today it's been offline for around 4 hours, temperature hasn't updated but the heating has turned on and off as needed and the thermostat in the room says everything is fine. The support from Google is non-existent. 

[BrianDeBruce]

Same here. Years of it being fine and then I noticed 2 days ago both were offline. Thermostat is back online but heatlink not. Did a factory reset on both, removed then added back. Heatlink was online for a bit but now offline again. When was there an update? 

[CI73]

Good morning all on this thread.  I just noticed that a software update 6.1-9 has been done on (Wednesday 20th Nov 24).  I assume this to be on the Heatlink  and so far heatlink is online and i am now getting history readings for heating use for the last 2 days.  I am not sure the readings are accurate, they seem high as compared to the heating we have used so will see over the next few days and see if it settles down.

[Majortarantino]

My heat link says it has never had a software update but the thermostat and app have 

[Majortarantino]

Update - mine appears to be working again also. Had energy usage for yesterday. First time in months.