Nest 3rd generation error h71 - heat link won’t restart

[Justin79]

Hi there, hoping to can get some help. 

Yesterday my thermostat lost connection to the heat link giving a H71 error. I did unplug and move the thermostat when decorating, but it connected back up when plugged back in, but then lost connection about 30 mins later.

Thermostat and heat link are in the same room. 
I’ve followed the troubleshooting steps, but no luck. Strangely the heat link doesn’t reset no matter how long I hold the button down for. And sometimes I can manually put the heating on by pressing the button once but sometimes it’s needs a double press. 
All was installed in Feb 2020.

Thanks

Justin 

[Frustratedddd]

First of all have you tried a restart in Settings, NOT by pressing against the wall?

The reset of the Heat Link will clear all links, so you will have to repair again.

Assuming you have a green light or yellow light at present on the Heat Link?

Press and hold the Heat Link button for about 30 seconds or more, until you get a blue light pulsing slow. When reset, do it again, that is reset twice.

Try that to see if it resets, but do not take your finger off the button until you get a blue pulsing light.

When reset, repair the stat to the Heat link

..........just read you post again, does the Heat Link work if you press the button or are you having problems with that? From your question you say you have to press twice, well that could be a sticking micro switch.

[Justin79]

Hi there, thanks for replying. 
I’ve got a a yellow light. 
I’ve tried pressing the heat link button for 10,20 & 30 seconds (depends where you read!) to reset but nothing happens. I’ve tried holding it down for a couple of mins as well. 
The heat link works to manually put the heating on and turn it off but sometimes requires one press and sometimes two. 
Thanks, Justin 

[Frustratedddd]

That sounds like a micro switch issue.

When you press the button, does the heat link show 2 more lights?

Just by pressing normally?

I would try to get into settings - Technical - Restart, see if that then pairs.

The Heat Link should reset if you press and keep the button pressed for about 30 seconds plus. Less time will do nothing only turn th eheat link on. The 30 seconds plus should give you a blue pulse light.

[Justin79]

Yes when pressing normally the heat link shows the yellow light at the top, green heating light and green water light. 
Do you mean setting on the thermostat? I don’t get a settings option with a H71 error. 
I can’t get a blue pulse light no matter how long I press it down for. Faulty device maybe? 
Thanks 

Edit….I just tried holding down the button again and the heating came on and went off, came on and went off - I would guess the button is faulty.

[Frustratedddd]

That’s true as you just get the tech page!

Your system hard wired or wireless from stat to heat link?

[Justin79]

Wireless from stat to heat link. 

[Frustratedddd]

I thought that might be the case!

what I would suggest is do a temporary hard wire from stat to heat link. You only have to rig a couple of wires between the 2, but that may get you back on track. Just wire from T1-T2 from the heat link to the stat base plate. Anyway you can will do as temp job. 
I think that might get you back, then you can put back to wireless.

Does that make sense?

[Justin79]

Thanks, yes think that makes sense 👍🏼. I guess the other option is to get a replacement stat and heat link.  

[george_t]

Hi Justin79,

Just checking in, did you manage to pair the thermostat with the Heat Link? Let me know if you still need assistance with this.

[AnaM]

Hey there, 

Please let me know if you still need help.

[Justin79]

Hi george_t and AnaM, I did manage to get them linked back up by switching all other devices off including wifi router. The button on the heat link still seems faulty though as doesn’t always respond and needed a long press, over 1 min, to reset. 
Justin 

[AlexD]

It is great to hear that you managed to get them connected back up. Resetting the Heat Link can definitely take a longer time to press, usually at least 30 seconds so that is not entirely unexpected. 

Does the manual mode work as expected? Just pressing the button on the Heat Link shortly should activate 2 additional LED lights and pressing it again should turn them off. This is the manual mode that operates both the heating and hot water side when used. 

[Justin79]

Hi Alex, 

No the manual mode doesn’t work correctly, to get the heating on manually you have to repeatedly press the button to get it to work, and same to turn it off. 
Justin 

[AnaM]

Hey @Justin79,

Would you be able to provide a video of this issue?

[Justin79]

Yes - how would be the best way?

Justin

[AnaM]

Hey @Justin79,

I can create a case for you if you wish and we can discuss via email, but I'll have to use the email address that's showing on your Community Profile, is that alright?

[Justin79]

Yes that’s fine - thanks 

[AnaM]

Great, I've sent you an email, please check your inbox and let me know if you've received it. 

[Justin79]

Thank you Ana - email received. I’ll complete it later. 

[AndaD]

Hi @Justin79

I was in the area and wanted to see if you managed to fill in the form. Let me know so I can proceed further, obviously no pressure. 

[Justin79]

Hi there, yes I submitted the form yesterday evening. 
Thanks 

[AndaD]

That's awesome, thanks for letting me know. I'll be documenting everything and get back to you to see what we can do next. Thanks for your patience.

[AndaD]

Hey there again @Justin79

I wanted to let you know that I sent you an email containing instructions about our next step. Please have a look and reply there.

[Justin79]

Thank you - I will do. 

[DragosC]

Hi there, @Justin79. It seems we can't find your form. Could you please fill it out again and make sure it's "Thermostat" in the Product Family options? Also, please make sure it's English (United Kingdom) in the bottom left corner. 

[Justin79]

Hi - I’ve got a case reference of 2-0070000032328 if that helps? Thanks 

[DragosC]

Sure. Thank you. I'll check on it and I'll be right back with you. 

[DragosC]

We've checked on the case and it seems one of the agents requested a video of the Heat Link issue. Please reply to that email with it.  

[AlexD]

Hi, I wanted to check in. Did you get that email? Let me know once you reply to it.

[Justin79]

Just replied to email with video - case ID 2-0070000032328

thanks 

Justin 

[DragosC]

Hi there, @Justin79. We've replied to your email. In this case, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!