Heatlink is unpaired and iOS crashes when re-pairing

[Stu_E]

Heatlink kept disconnecting, so followed instructions and factory resetted. Now Heatlink is on App but can’t connect to it as App crashes when I enter entry key. 

I remove thermostat and Heatlink shows as online, there is no option to remove heatlink. 

[Frustratedddd]

How did you factory reset, what did you do?

Have you removed app, and reinstalled the app?

[Stu_E]

I removed the thermostat, as suggested in the help pages, by clicking remove on the app. 
Reinstall goes well until you pair Heatlink. As heatlink is still connected to account I use entry key, then app crashes, every time!!

Got through to Helpdesk, they suggested I remove and reinstall app etc etc, Heatlink disappears, so appears to be removed, but is still showing as connected to my account. App still crashes!!

I was then told to use Google home, just diverts back to nest.

Starting to get annoyed now, can see me reinstalling old unit in a minute. 

[Frustratedddd]

I forgot to ask which generation thermostat you are using? You can upload a picture if you don't know.

[Stu_E]

It’s a Nest E Thermostat 

[Stu_E]

In the end I had to remove the home from google home and reinstall everything from scratch. 

[Jeremyg]

Hi @Stu_E!

Thanks for reaching out to the community. I am sorry that you are having issues trying to pair the Heatlink, but no need to worry; help is here. I am aware that you already removed the home and reinstalled it.
I need to know a few things about your thermostat in order to provide you with a better resolution.

• Does the thermostat display show any error codes or messages?
• When did the issue first occur?
• When was the thermostat installed?
• What is the make and model of your HVAC equipment?
• Do you see a blinking LED light? If so, is it red or green?
• Is your network 2.4 GHz or 5 GHz?

I'll be waiting for your response; any additional details you can provide will be helpful.

Best regards,

Jeremy.

[Stu_E]

Hi,

The issue is now resolved. However, to answer your questions:

Does the thermostat display show any error codes or messages?

It showed H151. 

When did the issue first occur?

Noticed it about 2 weeks ago, but it became more frequent. 

When was the thermostat installed? 2020

What is the make and model of your HVAC equipment? Ideal combo boiler. Note I have a 2 zone system, other thermostat had no issues. 

Do you see a blinking LED light? If so, is it red or green?

No

Is your network 2.4 GHz or 5 GHz? 2.4

Since reinstalling it hasn’t happened at all and the thermostat is in the same spot as its always been. 

[Jeremyg]

Hi @Stu_E!

Thanks for posting here in the community! I'm glad to hear that the Heatlink was successfully paired and is working again as they should, and I also appreciate all the efforts you've been making to resolve this inconvenience. If you encounter any other difficulties, please post again in the community.

Best regards,
Jeremy.