Nest Thermostat E - loss of all connections

[ClimberSam]

Hi,

A few weeks ago my Nest Thermostat E lost wifi connection, but was still connected to the Heat Link and switched on/off correctly.  I rebooted it several times, but it wtill wouldn't connect to wifi.

Eventually tried a factory reset and now have the initial setup screen showing (arrow pointing down to a logo of a house).  I'm attempting to re-add the thermostat using the Nest app, but the phone isn't finding the thermostat.

Have tried rebooting phone, resetting thermostat by holding the button down for a long time, problem persists.  Have tried plugging thermostat into PC with USB, but the computer doesn't see it.

Any suggestions of other things I can try?  Or is this just a dead thermostat?

[jenniffert]

Hi ClimberSam,

Thanks for reaching out to the community. I’m sorry to hear that your Nest Thermostat E lost WiFi connection. I’d be happy to help!

I appreciate all the workarounds already performed. It seems like the Nest Thermostat E is stuck during the startup. To better investigate the inconvenience, I’d like to ask the following:

• When did the inconvenience first occur?
• Is this the first time that you’re experiencing this situation?
  
  

In the meantime, I’d suggest the following:

• Make sure the thermostat display properly connects to its base. 
  • Remove the display from the base.
  • Check that the wires should be tucked neatly into the wall, so they don't block the thermostat display when you reattach it.
  • Press the display back onto the base until you feel or hear a click.
    
    

Note: If you use screws other than the ones that come with the Nest thermostat to mount it to the wall, the display may not attach properly to its base. For reference, you can check out this article: Nest thermostat stuck during startup.

Please keep me posted.

Best regards,

Jenniffer

[ClimberSam]

Hi, thanks for responding.  The thermostat, Nest E, about 3 years old, came with an integrated stand, rather than a wall mount.  I don't think it's possible to remove it from the stand, I've had a quick Google for instructions and not managed to find anything.

Have had a read through the link you shared, but as there are no wires/baseplate, I'm not any further forward.

Would welcome any further suggestions that you have.

[ClimberSam]

One piece of additional information - the error code on the phone is TD023 when trying to connect

[jenniffert]

Hi ClimberSam,

Thanks for following up!

Thank you for sharing all of the details. Since you've mentioned that the Nest Thermostat E is displaying the error TD023, which indicates that it is unable to connect to the WiFi network and, as a result, cannot connect to the app.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,

Jenniffer

[ClimberSam]

Hi, I've just filled in the form, so hopefully that is with you now.  One thing I would like to clarify - initially the thermostat showed error TD023, but after I restarted it it is only showing the logo of a home with an arrow pointing down towards it.  I think this means it's trying to install an update.

[ClimberSam]

And one more update - I've pulled the face off the stand and connected to computer via USB.  I can now see the thermostat as a device on my computer

[jenniffert]

Hi ClimberSam,

Thanks for the reply!

I understand how confusing this power error can be. Since you've mentioned that the thermostat's display is showing the logo of a home with an arrow pointing down towards it. It seems like it is stuck in the update process.

I also appreciate the workarounds that you've already performed. Our team will reach out to you via email to further assist you.

Let me know if you have more questions.

Best regards,

Jenniffer