Nest Learning Thermostat.

[JohnP]

I have two Nest Learninig thermostats installed and running correctly on the Nest App.  A third NLT was installed and is working effectively.  

THe problem I am having is adding the new thermostat to my Nest app and/or separately to the Google home app.  No matter what I try (entry code or QR code, Google or Nest), the same display always appears with a TD013(4096) error  "something went wrong".  This thermostat is closer to my router then the other two.  Thermostat shows wifi running.  I tried plugging in the new thermostat body to an existing Nest Learning THermostat, same message. I reset the thermostat, the router, the bluetooth, change to airplane mode...nothing has worked. Not sure what is in conflict.

Any thoughts??  

[aatienza]

Hey JohnP,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. What does your thermostat's display show? How far is your thermostat from your router? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near your thermostat? These devices could interfere with your Wi-Fi or Bluetooth signal. Also, what country are you located in?

Check out this link on how to Troubleshoot connecting a Nest thermostat to the Nest app or Wi-Fi network. 

Thanks,

Archie

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[JohnP]

I continue to have the same problem 

[Jenelyn_O]

Hi JohnP,

Thanks for reaching out — I saw your post and wanted to chime in. I'm sorry for the delay. TD013 is a code for having difficulty connecting to assisting devices.

Let's sort this out: 

1. Could you try restarting both the joining and assisting device?
2. Make sure all of them are connected to the same network.
3. After that, proceed with the Nest app to add your joining device.
4. If you're in the setup that is asking for a number that matches your thermostat display, go to your actual joining device.
5. Remove it from its base and move it closer to your assisting device.
6. Make sure both of them are awake.
7. After that, proceed on the Nest app and follow the prompt.

Let me know how it goes.

Thanks for your help @aatienza.

Best,

Jenelyn

[Jenelyn_O]

Hi ScrappyReed,

Thanks for reaching out and for providing all the troubleshooting that you've tried. It will help us to move forward.

Some routers have a dual bandwidth and I understand that you made sure that all the devices are connected to the same network, but I believe one of them is trying to connect to a different bandwidth.

Disconnect your phone and all the thermostats from your Wi-Fi and use your cellular data instead. After that, proceed with the setup process and let me know if that works.

Best,

Jenelyn

[ScrappyReed]

Jenelyn_O,

Before I proceed with this diagnostic, can I ask what the purpose of the test is?    Are we trying to get the thermostats to communicate with one another through Bluetooth rather than WiFi?   The reason I ask is that I do not have cell service in my house and I know for certain that my router uses a separate SSID for the 5GB band which neither my phone nor the thermostats are connected to.   Also, do I need to the disconnect the older 1st/2nd Gen thermostats from WiFi as well or can I leave them alone since I don't think they are involved in the process of a new Nest device checking for existing devices.

[Jenelyn_O]

Hi there,

Thanks for the follow up information. Communication interferes with your thermostats to pair.

Going over these steps might help: 

1. Finish the initial setup on your old thermostat without connecting to the Nest App and Internet Connection.
2. Once the setup is complete, do an "Account Reset Connection" under Reset setting.
   1. This will be removed from your current account and network connection.
3. Once disconnected, go back to network settings and reconnect to your Wi-Fi manually.
4. Proceed by adding it back to the Nest app with your new Nest Thermostat.

Keep me posted. 

Regards,

Jenelyn

[ScrappyReed]

Jenelyn_O,

I tried your suggestions and a few variations:

- Removed existing thermostat from 2nd home that I created using Account Reset and attempted to add it my home Nest Account.   Did not work

- Turned off all WiFi and had phone on Cellular Data.   Did not work.   

- Turned on a different Access Point on my home Wifi from the one I tried before, verified that installed Nest Thermostat was able to connect to that network and tried adding second thermostat.    That did not work either with phone on Wifi or using cellular data.

Summary:   Both of my Nest 3rd gen thermostats can be added to existing home account when they are the only one.   Both thermostats can also be added to the second home account.  However, adding a second Nest 3rd gen to the existing home account fails with all permutations of phone Wifi enabled or disabled and with two different access points being the sole Wifi network.

From searching the forums, I see that this is a fairly common problem.    Not sure why adding a second 3rd gen thermostat requires being able to communicate with existing devices on the network.    It seems like the process for adding the first 3rd gen thermostat works fine, so why introduce the complexity of requiring a new thermostat to talk to existing devices introduces a point of failure.    I will continue to monitor the forums for a solution, but for now I will live with the inferior solution of keeping the 2nd thermostat in a separate home group until Nest solves the problem

[Jenelyn_O]

Hi there,

Great troubleshooting so far, ScrappyReed. I'm sorry if the issue persists. We'd like to dig it into deeper. Could you please fill out this form and let me know once you're done?

Best,

Jenelyn

[ScrappyReed]

Form submitted

[Jenelyn_O]

Hi ScrappyReed,

Thank you. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon. If you have any questions or concerns, please let me know as I'll be locking this thread after 24 hours.

Regards,

Jenelyn

[ScrappyReed]

I am having the same problem.   My home has Gen 1 or 2 thermostats and one Gen 3 thermostat.    Bought a new Gen 3 thermostat.    Could not get it connected to App, error code TD-013(4096).   Tried the following:

1) Turned off all Wifi Access points but one to and rebooted router to make sure all devices were on same network

2) Restarted iPhone and made sure no other devices were connected to Bluetooth

3) Reset all the thermostats

4) Removed all thermostats from App and added them back

5) Moved existing Gen 3 thermostat next to one that I was trying to add

6) Created a second home to which I was able to add the new thermostat

7) Removed existing Gen 3 thermostat from old home and tried to add it to the new home.    Same problem (Error Code TD-013)

Summary:   First Gen 3 thermostat can be added to a home in the app without a problem.    However, adding a 2nd one fails, even when the existing one is placed directly next to the one I attempting to add

My recommendation is to have an option to disable using the existing thermostat as part of the add process.    It works fine for adding the first thermostat and the previous generation Learning Thermostats