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TD030 error on device add

jeff16
Community Member

I am trying to add two nest thermostats to my nest app.  I can add one, but then the second one fails to connect with a TD030 error.  If I then remove the working device, I can add the second device perfectly, but then it can't connect the original working device with a TD030 error.  It's failing when it's trying to connect to the assistive device, but adds perfectly if this awesome "assistive" device is not on the account.  Both are on the same network and can see the internet fine.

How do I tell it to just connect both with the internet and not use this extremely helpful "assistive" device?

How do I charge the nest engineer that wrote this setup code for my time?

11 REPLIES 11

MplsCustomer
Bronze
Bronze

Google Nest: it is long past time for you to fix this "assisting device" problem that has been plaguing Google Nest users for more than a year. Since it seems it is frequently a thermostat that fails at being an "assisting device", customers can get around the error by temporarily removing the thermostat while installing the other Google Nest device, but when the customer has two thermostats, they're stuck.

jeff16
Community Member

I found reddit posts 3 years old with this same problem.  I feel like I just have to dump all this crap and move on, but it's sunk cost.  In general, the quality of the Nest Minis, the thermostats and the Google Home app is just shameful - like embarrassingly bad.  I guess we just have to wait a year or two before they cancel it all anyway.

Jake
Community Specialist
Community Specialist

Hey there,

 

Sorry to hear about the trouble. I wanted to follow up and see if I could be of any help. I found an article with some troubleshooting steps for the error code you are getting. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

jeff16
Community Member

No, that didn't fix the problem.  To fix the problem, you have clear out the WWN connection settings after you setup one of them.  This has been happening for 3 stupid years, and Google doesn't clear the WWN connection settings once the "assistive device" fails to be found.  It's embarrassing and shameful - this is a 5 line fix - it screws up everyone with more than one device and Google just doesn't care.  There are hundreds of people over the last 3 years complaining about this on reddit, and Google doesn't just fix the problem, and they don't even document the correct way to fix their own problem.  It's SHAMEFUL.

jeff16
Community Member

What should happen is that when you setup a second Nest, if the connection to the "assistive device" fails, you just have the user do the full normal setup, as if it was the only Nest.

Here is how it works now:

If setting up new Nest, is there an existing other device on the account (an "assistive device)?  If so, contact that assistive device and make the setup faster.  If not, show a TD030 error and WASTE THE USER'S TIME.

What it should do instead:

If contacting the assistive device fails, just do a normal full install.  No wasted time - I mean you have to type the wifi password type - WHO CARES?

The fact that there is three years of people with this problem, IS ABSURD.

 

@jeff16 

I wonder about several things after seeing hundreds of posts on this:

1) Why does the "assisting device" failure occur only with some customers? It hasn't happened to us and we've added several new Google Nest devices in the last year.

2) Why does the "assisting device" process even fail? Is it a distance issue because it is using Bluetooth? Or since the failure often occurs when the "assisting device" is a thermostat, is it because the thermostat is too busy, or just a lousy "assisting device"? If it fails with another battery camera, is it because the battery camera is normally "Idle"?

3) If Google Nest's reason for using the "assisting device" process in the first place is to ensure that every device in a Google Nest "home/structure" is on the same Wi-Fi network (thereby preventing families from sharing a Google Nest "home/structure" at several houses, as some customers have theorized), perhaps Google Nest does NOT ever want to let people enter their own Wi-Fi credentials if there is already an existing Google Nest device.

jeff16
Community Member

1) it depends on whether the assistive device has bad WWN settings stored.  What are the WWN settings?  Some dumb token based system for accessing another Nest device.  Why do they get bad info? Who knows?  The question is why doesn't the new device just ignore the assistive device if it can be found.

2) Because it probably has a stale token.  But the real reason is that all of this janky-ass nonsense seems to be made by interns at Google, and Google itself doesn't care because they don't do the support.

3) I think all the assistive device stuff does *AT ALL* is share the wifi password.  Who cares - if it fails, I can type it in twice.

Morons.

 

jeff16
Community Member

And separately, getting these stupid dumb forum notices that "hey, you got a kudo" or "hey, this is your 5th reply" is so insulting on a forum that I'm ONLY ON BECAUSE THE DEVICE DOESN'T WORK!

They are essentially congratulating me for my problems NOT BEING SOLVED.  

Jake
Community Specialist
Community Specialist

Hey there,

 

Sorry for the late reply. I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

Ebedia
Community Specialist
Community Specialist

Hi everybody,

 

@jeff16 It's us again, I'm bumping up this thread to see if you're still in need of assistance. Let us know if you have more questions in mind.

 

Thanks for lending a hand, Jake and MplsCustomer.

 

Regards,
Emerson

Ebedia
Community Specialist
Community Specialist

Hey jeff16,

 

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

 

Thanks,
Emerson