Nest app keeps crashing when setting up heat link

[Kmerai]

Hello, 

I have just moved into a new house which has a nest thermostat E and heat link. The thermostat was working fine but when I tried to install the thermostat onto my mobile app I was prompted to reset the thermostat in order to connect. After doing so and installing the thermostat I was prompted to connect the heat link. However whenever attempting to connect the heat link, the app crashes. This has been the case on multiple devices. As such we have no working heating now for over a day. 

Can anyone help resolve this? 

Thank you, 

Krish

[Ken-]

I have the same issue. I installed a heatlink and thermostat yesterday. The thermostat and heatlink are connected and working but the app crashes when I try to add it:

"Something went wrong with Nest
Nest closed because this app has a bug.
Try updating this app after its developer provides a fix for this error."

[Kmerai]

Ok good to know it’s just not me. I don’t seem to even get that far. Whenever I try to connect the heat link the app just closes! 

[SoriaD_]

Hello Folks,

Thanks for reaching out to our Nest Community. I apologize for hearing this situation with your Nest Thermostat and our Nest app. Don't worry; I'm here to help you with that.

Certainly this is a strange behavior with our app. However, let me confirm first the following details to find a solution:

• Is your app and cellphone software fully updated?
• Did you restart the WiFi modem?
• Did you try to reset your Nest Thermostat?

I appreciated your response; With these details, we can determine the solution for your situation.

Best regards, 

Douglas.
 

[Ken-]

Hi Douglas,

I have done all of the above which has taken 30 minutes and it still doesn't work

[SoriaD_]

Hello @Kmerai 

Thanks for your response. I apologize for all the inconvenience controlling your Nest Thermostat through the Nest App. Help is here.

I completely understand your situation. Let me ask you if you have a specific error code on the display when this situation happens. 

Could you tell me the troubleshooting steps you tried?

Feel free to keep us posting. I'm here to find a solution for you.

Best regards,

Douglas.

[Charlie11]

Having this issue. There’s no error code, the app just crashed. 

[chaconmorales]

Hi @Kmerai,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Regards,

Mario

[Nat32]

Hi! Did you manage to resolve this? Thanks!

[Ken-]

Hi Douglas,

I've:

• Reset my router
• Unistalled the app and reinstalled
• Restarted the thermostat
• Reset the thermostat
• Restarted my phone

I've done all ove the above multiple times.

If i try to add a product, scan the qr, already installed, enter the key and the app spins for a few seconds then goes back to the home screen. If you try again It crashes and says:

"Something went wrong with Nest
Nest closed because this app has a bug.
Try updating this app after its developer provides a fix for this error."

[SoriaD_]

Hi @Kmerai 

I really appreciated your fast response. Lets fix the situation.

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 us posting.

Best regards,

Douglas.

[Nat32]

Hi everyone,

I am experiencing the same issue as above. I can success connect my thermostat but when I use the QR code or input the serial number for my heat link the app jumps out back to my Home Screen. I have reset to factory settings and tried restarting the beta link so the blue light is glowing multiple times. Can you advise? I currently can’t control my heating at all!! Do I need a new thermostat or is this an app issue?

Thanks,

natalee 

[AxelD]

Hi @Nat32,

Thanks for posting in the Community! Sorry to hear that you can’t finish the setup of your Heat Link on Nest App. No worries, help is here! Please provide me with the following details:

1. What type of Nest thermostat do you have?
2. What is the color of your Heat Link's light?
3. How is the Heat Link being powered when you're trying to pair it?
4. Did you try to take the Heat Link out of Manual Mode?

Keep me posted.

Regards,

Axel. 

[Nathanialray]

Have you got a solution for this?

[Nat32]

Hi! Did you manage to resolve this? Thanks!

[Craigh2]

Hi - I’m getting the exact same problem - the app crashes on iOS when trying to connect the thermometer to the heatlink. Has this been resolved yet? If so, how? Thanks

[Jonny123]

Hi have you any response on this I’m having he same issue 

thanks 

[Craigh2]

No response yet Jonny …

[Hoskenmm]

I am also having the same issue. Does the app have a bug issue ?

[jojay]

I've just factory reset both my nest and my heat link so I can link these to a new Google Home and I'm having the exact same issue as the other commenters. 

[Nat32]

Hi! I did leave it quite a while (as I got frustrated with it) but I managed to sort mine by holding my thermostat right next to the heat link. It finally connected and I was able to connect! 

[Stu_E]

I have a similar issue but can’t remove the heat link from my nest acct, so I have to input entry code and app crash. 

Did all factory reset etc, now in a worse position than I started. 

[jojay]

Yeah. That’s exactly what happened to us.  We gave up and bought a Hive thermostat. Delivered by 8am next day by Amazon (UK). It’s working perfectly with minimal set up. Feels solid. 

[Nathanialray]

I am having the app crash when trying to Pair the heatsink. Scan QR code does not work as it thinks the heatsink is already part of the home. Adding the code then just makes the app jump out to the phone home screen.

What is wrong?

[Stu_E]

Hi,

Google never solved the crashing, but I solved the Heatlink problem by removing the home from Google home and reinstalling everything. 

[Julia5]

I’m having the exact same problem, done all above, tried different phones , turning off WiFi, app just keeps closing when trying to connect heat link , so frustrating. 

[Kmerai]

Initially I was attempting to connect via the code and this kept crashing. Had luck connecting via the QR code once I found it. Bit ridiculous this bug has not been fixed yet. 

[Charlie11]

I got it connected on an Android phone, after that it worked fine on my iPhone 😞 

[PDMW]

Hi, has a solution been found? The same is happening to me. I reset the thermostat to factory settings after repeated error codes. I have re installed the device but the nest app keeps crashing when I try to connect to heat link. Are there any new suggestions on how to fix?