Nest thermostat losing power

[Brownie]

Hi all 

thanks for reading this…. 
Im struggling with nest thermostat - I realised the other day that the screen is blank and non responsive. 
I YouTube’d it and managed to work out that pulling it off the wall mounting meant I could power it up by USB cable in the back of it. 
I left it charging overnight and put it back on the mounting - it revealed an error code with an issue with the heat link - error code N72 

it then looked like it was rebooting but then displayed an error message saying it was shutting down to recharge its battery? 

I’ve tried the online problem solving but nothing has helped- (rebooting unit / checking wifi - which is fine, rebutting wifi. 
it did say on the device that it wasn’t connected to wifi but powered off before I could do anything else? 

[george_t]

Hi @Brownie, thanks for reaching out. I'm sorry to hear that you're experiencing this issue, but no worries, help's here! Please answer these questions in order to be able to create a case for you:

- Is the display seated correctly on the base?
- How often do you experience the error?
- Did the issue occur right after the installation (24 to 48 hours)?
- What color is the Heat Link LED?
- Is the display responsive?
- Do you have a message on the display?
- Have you had any power cuts recently?
- Have you had any work done on your electrical or heating systems recently?
- Have you moved the display or Heat Link recently?

[Brownie]

Hi George! 
thanks for replying - 

- Is the display seated correctly on the base? - yes I have remounted it several times after charging it and then the battery seems to go and the thermostat powers down? 

- How often do you experience the error? It happened a month ago probably now and hasn’t come back up since? 

- Did the issue occur right after the installation (24 to 48 hours)?

no - it has been in the same place for over a year and have not had any issues. 

- What color is the Heat Link LED?

? - Im not sure what this is? 

- Is the display responsive?

no - only when charging or following a charge when attached to the base it is responsive for approx 5 minutes then seems to shut down? 

- Do you have a message on the display?

when charging it asks to be attached to its base. When it goes back on the base it seems to lose power? 

- Have you had any power cuts recently?

no 

- Have you had any work done on your electrical or heating systems recently?

no 

- Have you moved the display or Heat Link recently?

no / only to charge it to try and work out what the issue was. 

when the unit is off and I plug in the usb charge into the back of it the display is active and says “please attach the display to its base” 

[Brownie]

It says the power from your equipment to the thermostat may be offline

[Brownie]

following charging the base for approx 5 minutes - input it back on the wall and this error message appears on the display 

 

[Brownie]

And when I press the thermostat it gives another error message about the heat link? 

 

[AndaD]

@Brownie 

Thanks a lot for the information. I'll forward an email containing instructions regarding the steps you need to follow in order to have your case logged in our system. Please check your email and reply there, but let me know once it is done. We'll continue afterwards.
 

[Brownie]

Thank you - I’m not sure whether you’ve sent the email but I have yet to receive ? Can you resend it please? 
thanks 

[AndaD]

Yes, I sent it yesterday, but no worries, I'll do it again in the next few minutes. Thanks for letting me know. 

[AlexD]

Hi, I wanted to check in. Did you get the email from my colleague? Let me know. 

[Brownie]

Hi Alex 

yes I have responded with the required details….. can someone let me know you have received the email please? 
Thanks 

[DragosC]

Hi there @Brownie.

I've received your email and the form you filled out. All good until now, we'll need a few more things from you before we can sort this out. We'll need a picture of your Heat Link (receiver)  from somewhere next to the boiler. If you don't know how to identify the Heat Link or operate it, here's a bit of help from our online help page. https://bit.ly/3ShdR4j

Also, please answer the following questions: 

Are there any lights on the Heat Link? Does the boiler activate when calling for heat by pressing the Heat Link's button to activate Manual Mode?
Are you seeing any wiring report or error on the thermostat and/or the app?
Have you had any recent power cuts in your area? If yes, has the power been restored?
Have you recently had service or maintenance on your electrical, plumbing, or heating system?
If yes, how long was the power off for? (Be specific.)
Could you tell us please if you've checked on the breaker switch and fuse box?
Any blown fuse in there? Have you tried to turn the breaker switch off and on again? Any difference?

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[Brownie · Accepted solution]

Hi - yes please - I’m waiting for a ladder to get in the loft! Will get back to you asap as still not working 

[DragosC]

Alright, no worries. Let us know when you're done with that. 

[Brownie]

I seem to have clicked the accepted solution button by mistake - it’s still faulty 

[george_t]

HI @Brownie. Just checking in, how's it going with your thermostat? 

[DragosC]

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe! 
 

[AndaD]

@Brownie, did you manage to check the last message my colleague sent?