Nest heatlink not working (no lights)

[shoelbling]

Hi, my thermostat is unable to connect to the heatlink - an error message H71 is showing up and there are no lights on the heatlink.
How can I get a replacement for the heatlink device?

[AlexD]

Hi @shoelbling , thanks for reaching out here. I would be happy to try and assist. 

If you haven't already, check the breakers and switches at the location, to make sure nothing has tripped. Also check the boiler as it can sometimes have a separate switch on it. Confirm it has power, it should have a display or LED that turns on.

If it all looks good try and power cycle the Heat Link, if you're comfortable in doing so. Turn the power to the Heat Link off for a few minutes and then turn it back on. See if it has any reaction after, when you press the button on it.

[shoelbling]

Hi @AlexD , checked breakers, switches and boiler. I can confirm that the Heat Link is connected to power, but the lights are not on even after pressing its button for more than 20 s, repeatedly.

[AlexD]

Thanks for checking, no worries. next let us log a few details together: 

1. When was the thermostat installed?
2. When did you first notice this behavior?
3. Was it installed by a Nest Pro or by a heating/electrical engineer?
4. Did you notice any power cut in the area before this occurred?
5. Did you have any maintenance done on the heating or electrical system recently? 
6. Do you have only one or multiple Google Nest thermostat devices at the location?

[shoelbling]

1. In 2020

2. A month ago

3. Hydronic heating company's engineer.

4. No power cuts.

5. No maintenance.

6. Only the one.

[LarisaL]

HI there! Thanks for the answers. I just sent you an email with some instructions, please let me know once you've done them. 

[LarisaL]

Since we are continuing this discussion over the email, I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. 

Thanks, Larisa.