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Nest thermostat e

Abdecorating
Community Member

image.jpg

 thermostat E stuck showing this icon! have tried every recommended solution but nothing seems to change, if reset it just returns to this icon? Tried in two different houses and both the same outcome. Any help would be appreciated 

37 REPLIES 37

Paul_R
Community Specialist
Community Specialist

Hi there @Abdecorating! I'm sorry to hear about this but I'll do my best to assist you. Can you please send me a screenshot of what the app shows you when it fails to connect, or can you remember the code that appeared? It's usually something starting with TD or TD0.

Hi 

the code is TD023

Paul_R
Community Specialist
Community Specialist

Thanks! Please delete the app from your phone and turn off your phone for a few minutes. While your phone is off, please reset the thermostat by pressing twice on the Nest button and then a third time, this time hold for 5 seconds. After this is done, turn on the phone and reinstall the Nest app. Please make sure that the Bluetooth is on when you're trying to add the thermostat again. Let us know how everything goes.

Hi 

followed steps as advised, still code TD023 on app and still the same phone icon with download arrow and home on the display? 

Paul_R
Community Specialist
Community Specialist

Could you please tell me up to what step do you get before the error appears?

 

Removed app switched off phone for 5 minutes and re installed app 
 
Whilst phone was off Reset the display and the phone/arrow/house logo appears , that’s the only thing that has appeared on the display apart from the Google G for a few seconds before it appears 
 
The app says connecting looking for your thermostat for around a minute and then the error TD023 appears 

Paul_R
Community Specialist
Community Specialist

Thanks for confirming. Do you have any other phone that you might be able to do the pairing on? In case you don't, can you please try to create a new empty structure on the app and try to add it there?

Hi 

tried on another iPhone and also on an iPad , exactly the same steps as before and exactly the same results both times 

error TD023 and house/arrow icon on display 

this is the Nest E system with Heatlink E if that makes a difference? 

Paul_R
Community Specialist
Community Specialist

This code is specific only to the Nest Thermostat E. Have you also tried creating a new structure? If so would you please also try to create a Hotspot network and connect your phone to it and then try to add the thermostat?

Abdecorating
Community Member

Set up new and connected to hotspot 

still exactly the same outcome 

I have also tried in a different location on a completely different network with same results ?

UanaC
Community Specialist
Community Specialist

Hello there! Thanks for trying the troubleshooting steps. May I contact you over the email you are using here?

Yes please

Help would be appreciated thanks 

UanaC
Community Specialist
Community Specialist

Gotcha. Just sent out the email. Let me know once you've responded.

Have replied to email 

thanks 

Have sent requested details. Just waiting on reply 

TudorL
Community Specialist
Community Specialist

Thanks for letting us know. I'll need to document the case a little bit, so I'll kindly ask you to answer the following questions: 

 

Has the device been paired before do they have?
How far have you gotten in pairing your device?
What’s the color of the LED status light?
How far is the device from the router?
Can you connect to the internet with other devices?
Are there any other devices that experience issues with the Wi-Fi?
Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device they want to pair?
 

Device has had this problem since removing from the box 

has not paired with any device at all

have got nowhere in pairing this device as the phone/house/arrow icon appears as soon as it comes on 

the device is 2 ft from the router 

everything else connects with no problems 

have tried in 3 different locations (different houses) and the problem is exactly the same each time (reset and google G appears for around 60 seconds then the Phone/house/arrow icon and nothing happens) 

 

TudorL
Community Specialist
Community Specialist

Alright, thanks for letting me know. Just to check out all the possibilities, I'll offer you some troubleshooting steps, and once you've managed to go through them, please let me know if there were any improvements: 

 

Make sure that the phone and TS are on the same network -
If the cx uses an iPhone, go to the phone's Settings>Privacy>Local Network>Local Network access and make sure it's turned on -
Re-scan the QR code and try manually entering the key -
Quit the Nest app and try again -
Turn Bluetooth off and on -
Disconnect any Bluetooth devices that are connected to the phone and try again -
Put the phone on airplane mode, then enable Bluetooth and WiFi -
Restart the phone/tablet -
Move the TS and the phone closer to the router -
Try a different mobile device -
Turn off your router and turn on a mobile hotspot -
Create a new structure and try to add it to that -
Try to add the TS to a different account -
Factory reset the TS(press,press,press and hold for 30s) -

Hi

have tried all the above as recommended, nothing seems to make any difference at all!? 

just to clarify , I have tried to set up with an iPad in our holiday let in Cornwall (the reason for buying) 

& also then at home in Gloucestershire on an iPhone , so two completely different locations/routers/networks/nest accounts , both with exactly the same results ? 

AlexD
Community Specialist
Community Specialist

Thank you for for all the troubleshooting and information provided. I will go ahead and have a consultation with one of our senior colleagues to see what else we can try in this situation. Before that, let's add a few more details on the case:

 

1. What is the model of iPad and iPhone you used as well as the iOS version installed on the?
2. What is the Nest app version you have installed on both of them?

3. Was the unit purchased from the Google Store or from a retailer?

Thanks for your response 

It’s an iPhone 14 running iOS 16.5

nest app is 5.70.0  only one available on App Store? 

purchased from retailer 

Are these problems common as I need a trouble free system to remotely control the heating in a holiday cottage? 

 

 

 

AlexD
Community Specialist
Community Specialist

Like any electronic equipment, unexpected behavior can occur and if it does me and all my colleagues are here to assist. 

 

I've escalated this to our senior colleagues. They will get back to us as soon as possible or reach out directly to you, over email most likely if they do. As soon as there is an update from them me or one of my colleagues will let you know. 

UanaC
Community Specialist
Community Specialist

Hello there, @Abdecorating! Could you please let me or my colleagues know at what step of troubleshooting you get the TD023 error message? Also, would you be so kind to attach a screenshot with that?

Many thanks, Oana.

Open nest app

add product 

scan QR CODE from thermostat 

App says Connecting looking for your thermostat and searches for approx 1 minute 

then the error code appears and asks to try again 

872FA785-D439-4751-ACF6-B4FFFA5A8A38.jpeg

AlexD
Community Specialist
Community Specialist

Thank you. Also, if possible, take a short video of the thermostat display on how it behaves after resetting it. I'll send you an email and you can reply to that with the video attached to the reply. 

Hi Alex 
I have reduced video quality to minimum but file won’t allow me to send as too big? 
Basically once the reset is actioned you get a house with a round arrow in the centre 
Then the google G appears for 95 seconds with a small flashing green light at the top of the display 
Then the phone/house/arrow icon appears 
 
I have tried everything I have been advised to do and other recommendations via google searches to fix the problem but it just keeps returning to the same icon? 
 
It can’t be the router as I’ve tried in another property and it can’t be my phone as I’ve tried on another phone and with an iPad 
 
It’s driving me mad , surely it shouldn’t be this complicated or troublesome? I was expecting a plug and play system 

AlexD
Community Specialist
Community Specialist

Thanks for trying. I understand it can be frustrating but no worries, me and my colleagues will do everything we can to get this sorted as soon as possible. You've been doing a great job trying our suggestions and anything else you managed to locate online. 

 

Would you be perhaps able to upload the video file to something like Google Drive and share a link to us that way? You can reply to the email you received from me and it should be ok. 

Sorry but I’m an iPhone user , this thermostat is my first Google product so trying to send video from phone to google mail is proving difficult to understand! 

AlexD
Community Specialist
Community Specialist

Thanks for letting me know. If you have any cloud storage service, like Google Drive where you can upload the video make sure to let me know. I will go ahead in the meantime and provide the information we have so far to my senior colleagues. 

AlexD
Community Specialist
Community Specialist

Hi, I just got an update from my senior colleagues. Thank you for your patience and troubleshooting done with me and my colleagues so far. My senior colleagues really appreciated all the details provided. I'll reach out in just a moment with all the details over email. 

LarisaL
Community Specialist
Community Specialist

Hi there! I just wanted to check in with you. Did you see the message from my colleague?

Have responded to email, thanks 

just waiting on details needed to return 

 

OannaCG
Community Specialist
Community Specialist

Hi! The replacement is set up. You should receive 2 emails: one from Google Store with the shipping labels and one from me with all the details you need to know. Please let me know if you received them. 

OannaCG
Community Specialist
Community Specialist

Hi, just checking, is there anything else I can assist you with?

LarisaL
Community Specialist
Community Specialist

Hey there, I haven't heard from you in a while so 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