New Owner of house - Thermostat will not connect to Heat Link

[Peter8]

Hi All - weird one here. New owners of house. Previous owners did a factory reset of the thermostat and then removed the thermostat from their account, in that order. Now the heat link and thermostat will not connect. Error H71. It's very unlikely to be a hardware fault because there's been no change in the physical environment. The heat link is pulsing blue and looking for a thermostat, but no joy. Any ideas?

[OannaCG]

Hi there! No worries, I'll do my best to assist you. Please try the steps below and let me know how it went:

Turn off the WiFi router. 

1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset) 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 30 seconds press, until the LED goes off once). 
7. Press connect on the display.

[Peter8]

Thank you for your help, but sadly this has not worked. Still H71.

[OannaCG]

Thanks for letting us know. Let's try this set of troubleshooting steps and let me know if the issue persists. If so, we'll create a case for you and we'll investigate it better.

1. Make sure that the display is seated correctly on the base.
2. If the thermostat is on a stand, move it closer to the Heat Link.
3. Go to Technical Info> Power and check the battery level. It should be above 3.8 V.
4. Turn off the wi-fi router and all the bluetooth devices.
5. Reset the Heat Link(press and hold the button in the middle for about 45 seconds, until the LED is slowly pulsing blue)
6. Press check again on the thermostat.
7. If that doesn't fix your issue, select Reset Pairing.
8. If it still doesn't connect, select Replace Heat Link.
9. Type in the entry key found on the bottom side of the Heat Link, but don't press connect yet.
10. Reset Heat Link twice(step 5).
11. Press connect.

[AlexD]

Hi, I wanted to check in. Did you see my message? Make sure to keep me posted. 

[Peter8]

Didn't see anything from you directly but thanks for your interest. Still no joy and followed Anna's suggestions to the letter. What are the next steps?

[Paul_R]

Hi there Peter! Would you be able to send a picture of the Heat Link and its surroundings, as well as a picture of the reading you can find in Technical Info > Power? This would help me determine what the source of the issue might be.

[Peter8]

Hi Paul,

Panoramic photo here. It was line of sight about 4m when it worked. I've tried in it's original location, and placing the heatlink and thermostat next to each other. (There's no microwave, either, in case anyone wonders if that is causing the problem)

https://photos.app.goo.gl/LeQP54r2LkqbXkHeA 

The thermostat was on the shelf in the location ringed in blue, and the heatlink next to the boiler in the location marked in red.

[AlexD]

I am happy to hear things are back on track @BindyS .

Thank you for the picture @Peter8. The original position of the Heat Link could have certainly been problematic, as it was right next to the boiler even if it was not within the line of sight with the thermostat. 

Just to check, did you also try @Frustratedddd suggestion to compare the pairing key from the cover to the one on the Heat Link itself under the cover? If you haven't and are comfortable in trying, make sure to have a look. Do turn off the power to the Heat Link if you do, just to be safe, and make sure the codes match. In some rare cases, the code on the cover may be a different one, like if the Heat Link was replaced at some point and they switched the covers around. 

[Peter8]

The heat link worked perfectly until the previous owner reset the thermostat, and then removed it from his account. But it does not work even when right next to the device, or slightly further apart. 

I did check to make sure the codes matched on the heatlink. 

I cannot think this is anything other than a software problem - this was working perfectly before it was removed from the previous owners account.

[AlexD]

Thanks for checking. Would it be ok if me or my colleagues would reach out to you over the email associated with your account here? We'd like to create a case, check some details and consult with our senior colleagues if needed. 

[Peter8]

Yes of course. Thank you

[UanaC]

HI there! I just sent you an email. Please let me know when you've replied to it.

Thanks, Oana.

[AlexD]

Hi, I wanted to check in. Did you receive and complete the email you received from my colleague? Make sure to reply to them or let me know here. 

[UanaC]

Hello there! Since I haven't heard from you in a while, I'll have to close this thread for now. If you have any questions in the future, feel free to open a new one. 

Thanks for understanding, Oana.

[Peter8]

Hello - sorry - away for a couple of days. This is still not resolved. The voltage is 3.904v, and I've moved the  thermostat to be next to the heat link where it was previously about 4m away. Still nothing.

[Frustratedddd]

You may not have a matched Heat link and Thermostat!

Look in Tech - Heat Link and see what the 6 digit code number is.

Then look at the Heat Link left hand fixing screw, you will see a 6 digit number. Does that match the same number?

[BindyS]

Hi, I am now having the same problem. I have blue pulse light but thermostat is giving me H71 error code, How can I fix this?

Did you figure it out?

Thanks. 

[OannaCG]

Hi there! You can try the same steps I've mentioned previously and please let me know afterwards how it went:

Turn off the WiFi router. 
1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds. (Hamburger reset) 
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen. 
5. Go to: Replace Heat Link (underneath the H71 error code) and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 30 seconds press, until the LED goes off once). 
7. Press connect on the display.

[BindyS]

All sorted. I turned the router on and off again and then clicked on reset Heat Link and got it back working.