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

[Satbeginner]

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

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?

[Satbeginner]

Hello Vladut,

Yes,sorry.

Due to family business I had to go to Benidorm unexpectedly, expect to be back on Wednesday.

Leo Kroonenburg 

[Satbeginner]

Hello, 

we're back home, and I managed to make a video.
I tried showing how it was charged, the Reset of the Thermostat and how my phone does not connect to the thermostat.
As you can see, I never saw a Google Logo, just a white house, and later a house inside a Phone Icon.
I used my wife's phone to record the video, so the movie is on YouTube under her account, it is set so anyone with the link can see it.

here it is:  https://youtu.be/vBcN38vxzbQ

Saludos,

Leo Kroonenburg

[Satbeginner]

Hello all,

I am still looking to see if I did something wrong, and Google is my/our best friend 🙂

I found a message where an European customer noticed that the House Logo was changed to the Colooured Google Logo after an update of his thermostat.

Could it be that my thermostat still has old software? Since the file says:
<key>SoftwareVersion</key>
<string>5.9-5</string>

And therefore is not (no longer?) recognized by the actual version of the Nest app?
I mean: could it be that the now actual version of the Nest app expects a more recent version of the software in the thermostat?

So, my next question is: Is there a way of updating the thermostat without being connected to the Nest app or WiFi?

I hope you don't mind all my questions...

Regards,

Leo Kroonenburg

[Satbeginner]

Hello,

I tried to put my previous idea to the test by doing the following:
I used my old phone (Android 6) and side-loaded the Nest App version 5.59.0.5 on it.
Long story short: same TD023 error.

Maybe there is a problem with the software on the thermostat, so remains the question: Is it possible to install/update the software on the thermostat without the Nest app or WiFi?

Thanks again,

Leo Kroonenburg

[UanaC]

Thanks for the updates. Can you please try to connect the thermostat to a mobile hotspot? Let me know how it goes.

[Satbeginner]

Hello Oana,

this is what I did:
Used my Wife's phone to setup a Portable HotSpot;
Switched Off the Data on my phone;
Connected my phone's WiFi to the HotSpot;
Run the Nest app on my phone;
Scanned the code on the back of the Base;
It was recognized as a Nest E thermostat;
It said "Connecting" Looking for your Thermostat;
After some time: Error TD023...

Did the same on the old phone with the old Nest app: same result, TD023.

Also tried on my phone using Settings, Add Product;
Without scanning, using the code on the back of the Base  HXRUET;
Same... Error TD023.


So, maybe it is just broken.. Or the software in the thermostat became corrupt?
If an update without the Nest App or WiFi is possible??
Then maybe, if not, end of the line??

Regards,

Leo Kroonenburg

[UanaC]

Hello there! I am sorry for the late reply and for this issue to have the same resolution at the moment. In this case the software updates that you've mentioned are not the cause of this issue. From what I can see your having issues with connecting the thermostat to the internet. Could you please check with your internet service provider the recommended WiFi settings for your thermostat by clicking here. 

Regards, Oana.

[Satbeginner]

Hello, thanks for your reply, I needed some time myself too to reply again.

I  wasn't suggesting that there might be a bug preventing the connection, I was thinking of the software in the thermostat maybe got corrupted, and therefore was not switching on the needed connection to make a connection with the Nest app.
That was why I was wondering if it would be possible to freshly install the basic software on the thermostat to make sure it has a clean starting point.

In terms of other devices in use: I have a Google Nest Mini (smart speaker) connected and working fine with my main account. I also have several Tuya enabled devices connected first in the Smart Life app, these are imported''in the Google Home Assistant and working fine as well. Connecting these switches for the first time is smooth when using the Smart Life App.

With respect to my router (LinkSys WRT3200ACM:
the 2.4GHz WiFi is enabled, we have several devices that use this connection. (Like cameras and the Tuya enabled switches), all using channel 3 @ 2.422GHz, 802.11gn.

The DHCP leasetime is set for 2880 minutes.

Not sure if this router has a PSM setting, could not find it.

IPV6 is enabled in my router.

Multicast Filtering is not enabled, so it allows multicast ? Not sure if this is what you want??

Router firmware is at the latest available version.

Regards,

Leo Kroonenburg

[TudorL]

Hi there. No worries about your late reply. Regarding your inquiry, I'm afraid there's no possibility to format or to completely reset the software of the thermostat to give it a fresh installation. i'll check in with the Senior department again in order to see if there are any other steps we should go through or to reach a resolution. 

[AlexD]

Hi I wanted to check in. I checked on your case with my senior colleagues and they advised that we have done all possible troubleshooting available. Thank you for all the steps taken with me and my colleagues. At this point it seems the device needs to be replaced and since the warranty on your device expired on Oct 2022 I will not be able to process one. Should you wish to replace it you can, but you'll have to purchase a new unit.

Again, thanks for all the troubleshooting done with us and I am sorry we weren't able to get it connected back up. If you require and further assistance with anything else, make sure to let me know. I will let the thread open for a bit longer just in case you have any other questions.  

[OannaCG]

Hi there! Just checking in, is there anything else I can assist you with? 

[Paul_R]

Hi there. Since you haven't replied in a while I'll need to close this thread. If anything else comes up, feel free to reach out again. Have a wonderful day ahead!

[Satbeginner]

Hi All,

Si ce it looks like the thermostat died without obvious reasons, me, being a retired electronic engineer, will open the thermostat and investigate what went wrong with it.

I will open a new thread showing my findings.

Thanks for the help so far.

Leo

[Paul_R]

Hi there Leo, thanks for posting again. Opening up the device and tinkering with it voids the warranty, but since your device is already out of warranty and you are a certified engineer, I say it won't hurt if you do this. If you have any interesting finds, me and my colleagues are always here and we'll be glad to answer any further questions.