cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Heatlink Not Connecting

RebelFox
Community Member

I woke up this morning to find my Nest 2nd Generation Thermostat had lost all of the settings.  It has been working fine for 9 years or more.

I re-entered the WI-Fi details, the postcode etc but it will not connect to the Heatlink.

I have placed the thermostat within a metre of the Heatlink.  I have reset it by pressing the button for 10 seconds and by pressing the button for 25 seconds until the green and orange blink rapidly.   I have selected 'Try Again' on the Thermostat control to connect to the Heatlink but it does not connect and just flashes slowly orange and green.

This has all the hallmarks of a software update gone wrong?

 

 

 

 

10 REPLIES 10

Frustratedddd
Community Member

I don't think it's any form of firmware update, as the 2nd gen thermostat is to old for Google worrying about updates. Can you see anything about Replace Heat Link? Try that if you have the option, and follow the screen instructions. The other thing is, press  and keep pressed the Heat Link button for a good 40 seconds until the light pulses correctly to fully reset.

Hello,  I found a screen on the thermostat that shows the entry key.   I took the cover off the heat link and found the label with the matching code.  So the thermostat had the code in it's settings before I did anything. I selected the 'Replace Heat Link' option and entered the code into the thermostat again.   The thermostat tried connecting but didn't get anywhere.   I reset for 40 seconds ( twice ) and selected 'Check again'.  At one point the Thermostat said it had connected but any attempt to control the temperature from the dial had no impact on the combi-bolier.  I held down the thermostat for 10 seconds to restart it.  When it came back the heat dial setting had no effect on the combi-bolier and eventually it said it was not connected.   At no point in this process did I see the heat link do anything other than flash green and orange searching for the link to be made.  It did flash more rapidly after the 40 second restarts but ultimately no difference.   So at a loss where to go from here.

aperezdeleon
Community Specialist
Community Specialist

Hi there Rebelfox!
 

Thanks for posting in the community.
 

Please verify if your thermostat is getting enough power from its connection by checking if it's properly seated on its base since low power can cause an unstable connection with the heat link.

Go to Technical info > Power and check if your thermostat shows you these values:

 

  • Vusb: ~5V
  • Battery: ~3.8V

As @Frustratedddd suggested, you should also look for the Replace Heat Link option and enter the Heat Link's 6-key entry code, located below it. I recommend restarting the heat link once or twice before selecting the Connect option.

If this doesn't help, I suggest following this article on how to factory reset the Heat Link. The Heat Link should reconnect automatically.

 

Please let me know how it goes, and thank you @Frustratedddd for your help.

 

Regards,

Angel

Hi,

thanks for responding as this has become a real problem. 

The power is fine.

Where do I find the Heat Link's 6-key entry code?   It is not on the Heat Sink anywhere.  This is a second generation heat sink so I am guessing more recent versions have a code on the device a bit like a wireless router? 

Yes I am fully aware it's a 2nd gen Heat Link as stated in your first post. The 2nd gen has always had an entry code on the main Heat Link body. Why yours would not be there is odd, unless someone has removed the label.

 

You say the 6 digit code can't be found anywhere on the Heat Link? Have you really looked everywhere on the Heat Link? Try under the cover at the top of the main unit on the label. Should say Entry Key along with the serial number and QR code.

Sorry missed this response before my reply.  I have replied to your original response.

I have responded to Frustratedddd in detail but additionally I can say I have tried the 'how to factory reset the Heat link' quite a few times over the last few days with no impact.   I did find a 'power' screen at one point ( can't seem to find it now ) and it showed Battery 3.834 and Vsub at 4.84v which is slightly lower than the 5v you indicated.

The voltages you state are fine, your thermostat should work.

 

I think we need to go back to basics with your setup. Can you Factory Reset? Are there any options you can see that will allow you to do that? I think your stat could be a little confused and need a good wake up call, ie Factory Reset.

 

By the way is your stat  wired or wireless or both?

 

Check again is fine, but the reason for saying Replace Heat Link is just in case your system is a none matched pair.

It is now resolved.

I had already factory reset many times so i did not feel that would work.  Instead I looked again through every single thermostat menu option and found a 'pair' or - re-pair' option I can no longer find.  It linked the thermostat to the heat link.  I don't think that option was there before so maybe the 'Replace Heat Link' revealed it.

I would be curious to know what can cause the thermostat to suddenly lose everything overnight ( wireless, address, name, schedule - the lot ) that triggered all of my problems.

Thanks for your support.  I was close to giving up a few days ago and getting a plumber in to install a replacement.

The main thing your setup is working. Reasons for losing connection could be anything, but can usually point to loss of power, or interference from another item. I suppose the obvious question would be any new appliance installed or WiFi system altered etc.

After 9 years it might be worth upgrading to a newer model, as firmware updates will not happen for the 2nd anymore. Having said that the 2nd gen are pretty bullet proof.