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Nest E with Heatlink (EU version in Spain) cannot add to Nest App (TD023)

Satbeginner
Community Member

Hello all,

We bought a house that already had a Nest E with Heatlink Thermostat in Spain.

It has been switched off for a longer time, but after being on power for several hours it now seems to respond.

However:

I installed the Nest app on my android phone, and the app scans the QR code, and it recognizes it as a Nest E thermostat.

It tells me to plug in the thermostat, but it will not connect to the thermostat, and the error is TD023.

After looking on Google it tells me it could be that the thermostat is still connected to  a previous owner??

Is there a way to reset the old account connection?

When I unplug the thermostat from it's base and connect it by means of a USB cable to my PC it comes up as a storage device showing just 1 file named: Technical Info.plist

In that file there is a key UID that is filled.

<key>UID</key>
<string>3d1c61d4ea9d0a70</string>

Any suggestions?

Regards,

Leo Kroonenburg

54 REPLIES 54

UanaC
Community Specialist
Community Specialist

Hello there! Thanks for posting. I'm sorry to hear about the issue you've encountered, but I'll be more than happy to help out. Can you please try these troubleshooting steps:

  1. Quit and restart the Nest app.
  2. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
  3. Disconnect any Bluetooth devices that are connected to the phone to rule out any interference.
  4. Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
  5. Restart the phone or tablet.
  6. Restart the joining and assisting devices.
  7. Move the joining device closer to the router, or the router closer to the assisting device.
  8. Try a different mobile device.
  9. Create a hotspot and try to pair again. Make sure that the device connects to the hotspot this time and not the home Wi-Fi.
  10. Create another structure in the Nest app and try to add the device to the newly created structure.

Let me know how it goes. Thanks in advance, Oana.

Paul_R
Community Specialist
Community Specialist

Hi Leo! If you do the reset correctly and keep it pressed, eventually the thermostat will have a colored G logo on the screen, followed by the outline of a phone. After you've done that, please try the steps provided by my colleague Oana, and let us know how it went.

Satbeginner
Community Member

Hi Oana,

 

thanks for replying 🙂

I tried all steps except the different phone, I only have my all LG android6 phone, and the Nest app is not available on that phone.

My current phone is a Xiaomi Redmi Noe 9T running Android 12.
So far I had no problems using bluetooth with this phone.

I read on the forum about removing it from the base and connecting the Thermostat by means of a USB cable to my PC.
It does come up as a drive F: showing a "Technical Info.plist" file.

The contents are:  (I added some spaces here for readeability)

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
               <key>Base</key>
               <dict>
                              <key>Model</key>
                              <string>unknown</string>
               </dict>
               <key>Display</key>
               <dict>
                               <key>ActivePartition</key>
                               <string>primary</string>
                               <key>Country</key>
                               <string>ES,IT</string>
                               <key>Model</key>
                               <string>Display-5.1</string>
                               <key>SerialNumber</key>
                               <string>15AA01AC381801D8</string>
                               <key>SoftwareUpdateState</key>
                               <string>Synchronized - None</string>
                              <key>SoftwareVersion</key>
                              <string>5.9-5</string>
                              <key>UID</key>
                              <string>3d1c61d4ea9d0a70</string>
              </dict>
              <key>Network</key>
              <dict/>
</dict>
</plist>

 

By looking at it maybe only the "Model"  "Ünknown" looks weird to me?

Many thanks for helping me,

Regards,

Leo Kroonenburg

Satbeginner
Community Member

Hello,

 

an Update:

I tried again to go through all the steps, and I still have not be able to add the thermostat to the Nest app. but...

 

After plugging the Thermostat (removed from the Base) again to the PC, the file now has different content, it says something about the Base as well:

(This looks better?)

 

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
<key>Base</key>
<dict>
<key>Model</key>
<string>Backplate-8.2</string>
<key>SerialNumber</key>
<string>23DA01AC361803PN</string>
<key>SoftwareVersion</key>
<string>1.0.7</string>
</dict>
<key>Display</key>
<dict>
<key>ActivePartition</key>
<string>primary</string>
<key>Country</key>
<string>ES,IT</string>
<key>Model</key>
<string>Display-5.1</string>
<key>SerialNumber</key>
<string>15AA01AC381801D8</string>
<key>SoftwareUpdateState</key>
<string>Synchronized - None</string>
<key>SoftwareVersion</key>
<string>5.9-5</string>
<key>UID</key>
<string>3d1c61d4ea9d0a70</string>
</dict>
<key>Network</key>
<dict/>
</dict>
</plist>

 

Ragrds,

 

Leo

UanaC
Community Specialist
Community Specialist

Thanks for the update. I've sent you an email with further instructions. Please reply to my email when it's done.

Hello OanaC,

 
I just filled in the form.
 
Regards,
 
Leo Kroonenburg

UanaC
Community Specialist
Community Specialist

Gotcha. I've sent you another email with more instructions. Keep me posted.

Satbeginner
Community Member

Hello Oana,

do you mean by the Google Logo the white House in the center of the display?

After pressing and holding the thermostat came with a message it could not control my heating (Error H158) and needed a reset, so I followed instructions and it counted down to 0 to perform the reset.
After that it told me it would restart, "Be back in a bit".

With respect to the Heatlink: short press to wake it up, that gave a "breathing" blue light
Press and Hold made the blue light go Off and a solid Orange light came On.
After some time, this turned into a "breathing" blue light again.

Still not possible to add to the Nest app.

 

Regards,

Leo 

LarisaL
Community Specialist
Community Specialist

Hello there! The error H158 appears when the Heat Link is not added to the app. Please try these steps: 

1. If you already have the Heat Link added to the app, please remove it. After that reset the Heat Link to factory reset by pressing and holding the Heat Link's button for 20 seconds. Heat Link's status light will turn solid yellow. Release the button. When the factory reset is complete, the status light will pulse blue to let you know. Now you'll need to add your Heat Link back to the app:

  • Remove Heat Link's cover so that you can see the QR code on top of the battery compartment.
  • In the app, go to Settings > Add product.
  • Follow the on-screen instructions to scan the QR code and add Heat Link back to the app. When asked, tell the app that Heat Link is already installed, which lets you skip the instructions about installing it on your wall.

2. Factory reset your thermostat display by grabbing it in your hands like you would grab a sandwich. Then press the display twice and the third time you press it keep it pressed until you see the Google logo. After that you can try to add the display into the app.

 

Thanks, Larisa.

 

Satbeginner
Community Member

Hello Larisa,

 

thank you for your information.
This is what I tried and happened:

If I reset the Heatlink like you said, it does come on Solid Orange, and after that Pulse Blue.
But if I try to add the Heatlink now, the Nest App tells me I must add the thermostat first....

I did the reset of the thermostat like you said, press/release, press/release, press and hold.

Than, it shuts down (I think) it shows a rotating little circle, screen goes blank, it shows a blinking white dot on top of the screen, then it shows a little white house in the center of the screen.

After a while this changes to what looks like an outline of a mobile phone, with a down pointing arrow, pointing at a black house in a white square.

I assume this suggest I should install the Nest app (already have) and add the thermostat?

If I scan the code on the fixed white metal base of the thermostat it is recognized by the app as a " Nest Thermostat E " But after pressing Next the app says Connecting, Looking for your thermostat.

After some time the app shows a yellow warning sign and says: "something went wrong, we're having trouble connecting to your thermostat. etc. showing the TD023 at the end.

Question: When you say "Until I see the Google Logo" when resetting the thermostat, I only see a house and a house in a phone, never anything colored or a G or anything that resembles Google.

Is the House the logo you mean?

 

Many thanks for helping me,

Regards,

Leo Kroonenburg

Satbeginner
Community Member

Hello Paul_R,

I am still trying to reset, but so far I only got the little white House, followed by the Phone drawing with the arrow and the house in it. 
Will keep on trying.
Is there a certain interval I must use between the short presses and the holding?

Just to check: the instructions provided are for the EU version of this thermostat, are they?

Not sure if links are allowed, but this is a picture of the thermostat we have:

 

https://duet-cdn.vox-cdn.com/thumbor/0x0:1000x600/640x427/filters:focal(500x300:501x301):format(webp... 

Regards,

Leo Kroonenburg

Paul_R
Community Specialist
Community Specialist

If it gives you the house, and afterwards it boots with the phone icon it should be alright. Yes, we're offering support for the European version of the thermostat.

Satbeginner
Community Member

Hi Paul,

thanks for your quick reply .
If I try to reset it will start with a blinking white dot on top of the display, followed by the white house, followed by the phone icon.

After some time while trying to connect it to the app the display shows a horizontal battery icon with a flash in it.
After that the screen goes dark.

I never saw any colored logo, but that could be alright maybe, because it was already fully resetted?
Question: is the WiFi used y the phone later on used by the thermostat?
If so, does it support 5.8GHz or only 2.4GHz WiFi?

I am trying now while making sure my phone used 2.4GHz on channel 12 only.

To be continued 🙂

Leo Kroonenburg

Paul_R
Community Specialist
Community Specialist

The battery logo that you described means that the thermostat has low battery and needs to be charged. Please take the display off the stand, plug a micro USB cable directly into the back of it and charge it as you would charge a phone for 90 minutes. Only afterwards try to pair the thermostat with the app again. We'd recommend using the 2.4 GHz network, as it is much friendlier to the thermostat, and yes, the Wi-fi that the phone is connected to will be on the thermostat.

Satbeginner
Community Member

Hi Paul,

OK, that does make sense.
The house was without power for quite some time before we got it.
It is on charge now by means of an extra micro USB cable, and although it says "Please attach the display to its base" I will leave it on charge for now.

Again, thanks for your swift reply,

Will let you know how I got on.
(might be tomorrow)

Regards,

Leo Kroonenburg

Paul_R
Community Specialist
Community Specialist

Sure thing, take your time. Just make sure to let the thermostat charge for 90 minutes in order to get a full battery. Until you get back with a reply, have a great day!

Satbeginner
Community Member

Hello Paul,

me being a retired electronic engineer made me do the following:
When I got the Error H158 on the display, I saw the option to go to "Technical Info" on the thermostat.
In the chapter "Power" I could read the Battery Voltage being at 3.749V, even after over an hour of charging.

Vusb was 4.38V and Vin was 5.06V.

According to another question asked here:


In that question I found this:

"After speaking to Google Nest advisor this evening the battery needs to be between 3.8 - 3.9 volts in order to work and stay in touch with the Wi-fi etc"

This question might have been about a US model, but maybe my battery (or charging circuitry?) has a problem?

I will keep it on charge for a longer period of time and will check on the Battery voltage now and then.
To be continued,

Regards,

Leo Kroonenburg

Satbeginner
Community Member

Hi all,

I kept it on charge whole night, while checking the Battery voltage every now and then.
The highest I saw was 3,912V, but after unplugging it from the cable in the back I see it dropping quite fast to 3.59xV.

Even when at 3.9xxV, if I quickly plug it in the Base, I still cannot add it to the Nest App, still giving the TD023.
TDxxx may stand for Technical Defect 🙂

I am starting to suspect the internal battery having a too high internal leakage current, and because of that it will never reach a high enough voltage for the wireless connection to funcion?
I also saw the current always fixed at 200mA.

Any thoughts?

regards,

Leo Kroonenburg

OannaCG
Community Specialist
Community Specialist

Hi there @Satbeginner ! I need to investigate this issue with my senior colleagues and I'll be able to give you a resolution after they look into the matter, therefore, I'll send you an email with a form to fill out because I need to create a case for you. Please let me know after you complete the form in order to escalate it to my senior colleagues. 

Satbeginner
Community Member

Goodmorning Oanna,

I checked my email. but did not receive anything yet, but no rush.
It would help to know what 'normal' values should be in this model of thermostat.

So, maybe if there is a user with a working Nest thermostat E (EU) example he/she could check and report back these values?
Un saludo from Spain,

Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

My colleague re-sent the email. Check again to see if you received it. 

 

Just to clarify, you would like to know what the expected values are for the power readings for the E version of the thermostat?

Satbeginner
Community Member

Hello AlexD,

What I really want is to be able to add the Nest E thermostat in the Nest app, so I can use it in Google Home Assistant, but...

There seem to be problems with the thermostat, and even after all the suggestions about how to reset, how to add in the app, etc. the thermostat still refuses to be connected.

And that brought me by checking the voltages of the internal battery, and since it is my very first Nest product ever, I do not have anything to compare it to, so if the readings of a normal, working thermostat would be available, that could help.

Will start filling in the form now, I did get the second email.

Regards,

Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

I understand your concern. No worries, me and my colleagues will do all we can to try and assist. Once you fill out the form make sure to let me know. Me or my colleagues will look for it.

 

The battery voltage for the thermostat is expected to be around 3.8-3.9V, and can be a bit more but under 4V. Other readings that can be seen are Vin and Vusb which for the E version of the thermostat should match and be around 5V. Only in the case of the 3rd generation would you see either Vin or Vusb depending on how it is installed. 

Satbeginner
Community Member

Hello AlexD,

just send the form.

Regards,
Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

Thanks, found it. I will go ahead and check some details, see what else we can try and I'll get back to you after. I might reach out over email or get back to you here. 

Satbeginner
Community Member

Hello All,

the thermostat has been on charge using an USB cable on the back while unplugged from its Base for almost 2 days now, the max Battery voltage I see is 3,910V.

However, when I unplug it, within 2 minutes it has dropped to 3.601V, so that maybe too low?

Just giving as much information as possible.

Regards,

Leo Kroonenburg

Satbeginner
Community Member

Hi all,

follow up info: 
If I now plug it into the Base that is powered by the Nest Power Adapter, the Battery voltage hoovers around 3,740V - 3,745V, so still marginal maybe?

Saludos,

Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

It should still be ok but I will see what information I can find and check with my senior colleagues. Just to check, you still get the TD023 message when adding it into the app at the moment correct? 

Satbeginner
Community Member

Yes, still the yellow warning sign with exclamation mark and the TD023

Leo

Satbeginner
Community Member

Hi Alex,

something that popped in my mind:
If voltages still should be OK, is it possible the thermostat serial number is still in some database attached to the previous owner and the thermostat is blocked for that reason?

Just a thought,

Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

That is not impossible but since it was factory reset that should not be the case. You can check that the serial on the back of the display to make sure that it matches the one on the bottom of the base just to make sure it is ok. 

 

There is also something else we can try, if you happen to have another account you can log into the Nest app with, try that as well. I am not sure if my colleagues suggested this yet or if you perhaps already tried this. Also try adding the thermostat without scanning the QR code, by putting in the key next to it to see if the result is the same or different. 

Satbeginner
Community Member

Hi Alex,

if I scan de QR code on the bottom of the base, using a QR scanner in my phone I get this string:

1P:1B$R:1$S:15AA01AC381801D8$L:641666000091E777$W:64166639959A$C:HXRUET$ 

If I take the thermostat from the Base and connect it to my PC, the file "Technical Info.plist has the following data:

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
<key>Base</key>
<dict>
<key>Model</key>
<string>Backplate-8.2</string>
<key>SerialNumber</key>
<string>23DA01AC361803PN</string>
<key>SoftwareVersion</key>
<string>1.0.7</string>
</dict>
<key>Display</key>
<dict>
<key>ActivePartition</key>
<string>primary</string>
<key>Country</key>
<string>ES,IT</string>
<key>Model</key>
<string>Display-5.1</string>
<key>SerialNumber</key>
<string>15AA01AC381801D8</string>
<key>SoftwareUpdateState</key>
<string>Synchronized - None</string>
<key>SoftwareVersion</key>
<string>5.9-5</string>
<key>UID</key>
<string>3d1c61d4ea9d0a70</string>
</dict>
<key>Network</key>
<dict/>
</dict>
</plist>

So if 15AA01AC381801D8 is the serial number it looks OK?
It is also the same number on the original box I got with it.

 

I tried a completely different account that I never used in Google Home Assistant and also not in Nest.
After adding the account, location information of the house, etc. the Add Product button gave the same TD023 error.

 

Another question: Is the serial number of the Base also used in customer linking?

 

Saludos,

Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

The serial number from the bottom of the base and from the back of the display should match, as well as the QR code and the pairing key. Make sure to keep the display mounted on the base and connected to power and try to add it without scanning the QR code as well. It will ask you to add that code, just to check as well. 

Satbeginner
Community Member

Hello Alex,

I used the new Nest account and choose "continue without scanning" in the Nest app where it asked me to enter the 6 position code.

After entering the 6 letters the app told me it was a Nest thermostat E, and it began looking for the thermostat and to use the last 4 digits of the serial number.

It kept showing a grey, rotating circle, but it never showed me any (partial)  serial number.

 

Regards,

Leo Kroonenburg

Satbeginner
Community Member

Hello all,

I want to share my thoughts about my thermostat:
Somehow I feel that for connecting to the Nest app it needs a bit higher voltage than when already connected.
Bluetooth versus WiFi?


What I see is the following:

When I remove the thermostat from its base and charge it with a micro-USB cable directly from an adapter, I see on the display under POWER the battery voltage rise to about 3.9xxV.
If I put a USB voltage/current meter in between that charging cable, I see the normal USB voltage coming from the adapter 5,xxV, and a charging current from the adapter of 410 mA, while on the display of the thermostat I see a (max-ed out?) current of 200mA.

As soon as I remove the charging cable from the back of the thermostat the Battery voltage drops rapidly to 3.6xxV

If I attach the thermostat to its Base, the voltage does rise, but only a little, to around 3.7xxV, while the current reading on the display still says 200mA.
If I also measure the current from the USB adapter that shows a similar value of 210mA.

I really appreciate all the help and support, but I get the feeling there is a problem with either the internal battery or the charging circuit.

I think there is something in the Base controlling or limiting the charging current or voltage, because charging directly to the back allows for a charging current of 410mA, while charging through the Base only allows a 210mA current.

If the battery is not holding charge because of an internal leakage current that would explain the rapid drop in voltage after disconnecting it from the external charger, and also -if the Base limits the charging current- the not really charging while placed in the Base because the 210mA barely is enough to overcome the leakage?

Another explanation could be that the thermostat itself draws more current than normal, that would show the same behaviour I think.

Are there "normal" values for the Current reading on the Display for a working thermostat available while in the Base and during external charge?  

Thanks again,

Leo Kroonenburg

Vladut
Community Specialist
Community Specialist

Hi there, what you've explained so far seems like an expected behavior of the thermostat (while plugged versus unplugged). Those values may vary depeding very much on the usage for pairing, wifi and/or others. If you have the means, can you please send me a video with the pairing steps?

 

Many thanks, 

Satbeginner
Community Member

Hello Vladut,

I can try to make a video, but I will need some preparation, so it will be either later this Friday, or if not today, Saturday Morning.
I will upload it to YouTube as a private video, so only people with the link can see.

Is that OK? Or is there another way to share the video.

Regards,
Leo Kroonenburg

AlexD
Community Specialist
Community Specialist

A link like that would be ok. If you want I can send you an email, or one of my colleagues, so you can share that link with us only. You can also take the video and provide us a link to it from your Google Drive, if you have one for example. Whichever works best for you. 

Paul_R
Community Specialist
Community Specialist

Hi there! Let us know when you're back and you can send the video. Until then have a lovely day!