Nest Thermostat only showing home symbol and heat link showing yellow status light

[TommyG2]

our nest thermostat wont turn on and just shows the home symbol. I have held down the thermostat ring and released it. But it wont change from the home icon. The heat link status light is showing yellow and i cant connect any of them up and concerned the thermostat isnt working at all. 

Any tips on how i can fix the thermostat and then connect to the heat link?

[TommyG2 · Accepted solution]

It’s set up as a Bluetooth device. ‘SP blank PELE’

[Andtos]

Same thing happened to me, the nest app erased my thermostats.

They do work on google home.

[AlexD]

Hi @Andtos . Could you confirm which model of Google Nest thermostat you have? Generally if they are active in the Home app they should also be available in the Nest app. 

[Andtos]

3rd Generation

[AlexD]

Thanks for letting me know @Andtos . The 3rd Generation version can't be added directly in the Google Home app, only in the Nest app. And if the Nest app is connected to a Google account, it will also show up in the Home app. Do you happen to have multiple home structures in the Nest app or perhaps are you logged in the Nest app with a different account than the Home app? 

[LarisaL]

Hi there! I'm so sorry to hear about this situation. Let's try to perform some restarts on the thermostat. Please grab the thermostat and pull it gently off the base. Hold the thermostat with both hands, let's say like a hamburger. Press the thermostat and keep it pressed until it reboots. Do this three times, one right after another. After that you can put the display back on the base and let me know if it turns back on.

[TommyG2]

Hi ,

Thank you for your reply. I’ve done that and I got the home icon once but now nothing is happening on the screen. There is a light at the top of the thermostat which is flashing mostly green but occasionally orange. 

[AlexD]

Thank you for the information. Just to check is the home icon inside a rectangle? If possible, please take a picture of what you see on the display and share it here. 

To clarify also, is this a new installation or has it been installed and working for some time before this behaviour first started? 

[TommyG2]

Hi,

I have tried to reboot the thermostat again but only get the home icon and nothing else happens. See on the link the picture of the thermostat with the home icon. https://photos.app.goo.gl/T3sibHFabsXG2k5Y8

This is an existing installation and it has been working for 2 yrs.

[TudorL]

Thanks for letting me know. Would it be alright if I send you an email on the address associated with your Community account? 

[TommyG2]

Hi 

yes please do

[AlexD]

I sent the email your way. Once you go through it make sure to let us know here so me or one of my colleagues can check it. 

[TommyG2]

Hi Alex

i have completed the form and submitted it. Let me know next steps. 
Thanks

Tom 

[TudorL]

Thanks for letting me know. Could you please tell me if you noticed the thermostat having trouble with the Internet connectivity before being frozen on the home screen? 

[Vladut]

Hello there, this is a strange behavior indeed. Can you tell me if you have access to a computer?

[TommyG2]

Hi yes I do 

[Vladut]

Can you please plug it into a computer and check if it's detected as a drive?

[TommyG2]

Yes it is available as a drive 

[TommyG2]

I can’t open the drive

[Vladut]

Do you see a document Technical info.plist?

[TommyG2 · Accepted solution]

It’s set up as a Bluetooth device. ‘SP blank PELE’

[TommyG2 · Accepted solution]

I have opened the technical Info doc

[Vladut]

Can you tell me what it's showing on the display now?

[TommyG2]

please attach the display to its base

[TommyG2]

i have reattached the base and the home icon is showing and disappearing and showing again 

[LarisaL]

Thank you for the information. Can you please let me know what the operating system of your computer is? (Windows, mac, Chrome, etc)

[LarisaL]

Hi there, just checking in! Did you see the message from above?

[TommyG2]

Hi

Yes please do 

Thank you 

[TommyG2]

I can’t reply  directly to your post @TudorL

but yes the thermostat did have trouble connecting to the internet for a few weeks prior to the screen going dead. 

[AlexD]

Thanks for clarifying. In that case please try and recharge the display separately from the base, make sure it does not have the black donut on the back. 

Recharge it like this for 90 minutes with a micro USB cable straight in the back of the display and place it back on the base after, making sure the base is connected to power. See if it turns on as expected and allows you do control it. If it does, go to Settings> Technical info> Power and grab a picture of the readings you see there. 

[TommyG2]

Hi 

that is what I’ve done for the past couple of weeks and it won’t now turn on beyond the home icon. So I can’t get to the technical info section. 

[TommyG2]

Hi @AlexD do you have an update? We’ve currently got no control on our heating. Is the thermo Broken?