Thermostat wont sync to Heatlink (New device) and hangs H71

[samwilliamsav]

I have a new nest thermostat which refuses to link to a heat link. (Hangs for a long time, 5+ mins before giving up) if i change the heat link on the thermostat i don't think it remembers either.

Since it cannot do an initial connection, it wont allow me through the menu to the factory reset page.

I have managed to get the heat link paired with another thermostat in the system so i know it is a thermostat issue rather than a heat link one. 

[Frustratedddd]

I assume you are connected wireless only?

This does happen a lot, and the best way to try to solve is connect via cable to the base plate and heat link. You only have to do a temp job to get them paired, so no need to wire correctly. Just get 2 wires and connect to T1 & T2 at the heat link and the same at the base plate, you should then pair.

[DragosC]

Hi there @samwilliamsav

As @Frustratedddd mentioned above, could you answer please those questions, also, could you tell me please what color is the LED on the Heat Link? 

[samwilliamsav]

the light on the heatlink is yellow

[DragosC]

Understood. Thanks. Could you tell me please what is the distance between the Heat Link and the display? Also, please fill out the following template:

1. Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
2. Has there been any recent work on the heating system?
3. Was the Nest thermostat moved during maintenance to a new location? If yes, gather information about the new placement.
4. What is the distance between the Heat Link and Nest thermostat? Are the Heat Link and display on the same floor?

[samwilliamsav]

1. Have you had any recent power cuts in your area? If yes, has the error persisted since this power cut?
   Nope
2. Has there been any recent work on the heating system? Yes but concurrent with the issue, all other nests are fine. All nests are wired identically and the issue has been isolated to the thermostat not the heatlink as the heatlink is able to connect to other thermostats but the thermostat isnt able to connect to any heat links.
3. Was the Nest thermostat moved during maintenance to a new location? If yes, gather information about the new placement. No, not currently permanently sited so range is not an issue.
4. What is the distance between the Heat Link and Nest thermostat. Didn't work at 1m currently at 5m and doesn't work. 

[DragosC]

Thank you very much for the answers. I put in here some steps to help you connect back the thermostat with the Heat Link. The steps need to be fulfilled in this order only.

Before following these steps make sure of the following:

- The thermostat is connected to the base and to a power source and it's getting power (You can check in the "Technical info" option, and after that in "Power", the battery needs to be above 3.8 in order to maintain a constant connection with the Heat Link, however, if it's not, let it charge until it is).
- If you have the possibility (the thermostat is on a stand), bring the thermostat and the Heat Link as close as possible only for the pairing process, after that, you can move them anywhere in the 30 meters radius

1. Gather the 6-digit entry key located on the bottom side of Heat Link's case, near the screw that holds the case together.

2. Select the option "Replace Heat Link" on the thermostat (you will have a message saying that the thermostat failed to connect wirelessly to the heat link, you just need to continue and you will receive a screen with 4 options: check again, reset pairing, replace heat link and technical info, the correct option in the third)

3. Put the 6-digit entry key in there but don't confirm it. Just write it there and stop when you see the word "Connect" highlighted.

4. Press the "Nest" button on the Heat link and hold it for 45 seconds until you see a slowly pulsating blue light on the Heat Link. After that, wait about 5 seconds and press and hold it again for another 45 seconds until you see a slowly pulsating blue light on it.

5. Go ahead and press connect on the Thermostat's display and wait about a minute. You shall see the message "Heat link connected wirelessly" and the Heat Link's light shall be solid green. That means the devices are connected and working.

[samwilliamsav]

Battery above 3.9v 
1. Done this previously with no success

2.Done this previously with no success

3.Done this previously with no success

4.Done this previously with no success (Blue light flashing after holding for this time interval)

5. still wont connect. The thermostat itself fails to change the heatlink details and sync to it even within 1m.

[DragosC]

Thank you very much for the steps. Could you tell me please if there's anything in between the thermostat and the Heat Link? Is the thermostat on the base and the base plugged to power while connecting them? 

[samwilliamsav]

Thermostat has the spirit level wall mount item fitted.

it will sync with a wire but not wirelessly even when next to each other.

it also struggles to stay on the WiFi network. 

it’s quite silly now.

it tries to connect wirelessly and thins it’s connected to a heat link which is flashing blue.

when you call for heat you get nothing the thermostat is flashing amber on the little led.

[DragosC]

It doesn't make any click when you try to call for heat? It should have while being on a wired connection. 

[samwilliamsav]

When set up for wired it clicked. 

I tried to set it to wireless and it cant do that (When powered via 12v or 5v). 

When this failed i also held the heatlink until it went flashing blue and tried again. 

Still no joy. It thinks its still connected to the heatlink via wired even though its not. 

[DragosC]

Thanks for trying. Got it. I'll need to create a case for you so we can consult our senior support team. Please check your email and reply to it and follow the instructions from there. 

[DragosC]

Also, could you please fill out the following template:

• Nest app version?
• Mobile device make & model?
• Mobile OS version?
• Mobile service provider?

[samwilliamsav]

• Nest app version?  5.9.xx (wont work as wants to be attached to its base)
• Mobile device make & model? N/A - not connected
• Mobile OS version? N/A - not connected
• Mobile service provider? N/A - not connected

[DragosC]

Thank you. Could you tell us please if the thermostat is attached to the base when connecting? 

[samwilliamsav]

At present is it not connected and is asking to be re-connected.

This would work and it would operate wired but if you try to connect wirelessly it wont.

[DragosC]

Thanks. I think there is a misunderstanding here. The thermostat still needs to be on the base all the time, even during wireless connection, otherwise it will never connect. So, even if the base is hardwired on the wall, it will need to be attached to the base in order to be able to connect. It should not be taken off the base. Please try the steps above with the thermostat in permanence on the base. 

[samwilliamsav]

Apologies, 
When i last reseated the base it didn't register it but was receiving power, all tests where done with the base attached. (in close proximity to the heatlink with no joy.)

[DragosC]

No worries. Just to double check, could you tell me please if you've checked on the interference from the house? Please check thoroughly on this article: https://bit.ly/3pt39IJ

[samwilliamsav]

This does not solve the issue.

[AnaM]

I'm sorry to hear that @samwilliamsav.

Can you please confirm if you did check the article? It's an important step in these kinds of situations.

[DragosC]

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

[samwilliamsav]

Hi,

I've been through all of these items, and it still wont connect wirelessly.

The signal strength is high, turned off other units, moved the router closer even though only 4m away and shows full strength.

Channel hopping is on also.

Cheers,

[DragosC]

Got it. Could you tell me please if you have a multi-meter at hand? 

[samwilliamsav]

What would you like me to measure from a usb cable as a multimeter probe won’t provide any info.

The issue is with the thermostat and not the heat link as. The heat link is fine if I pair a different thermostat with it as such metering the heat link won’t make any difference. 

[DragosC]

I've asked about the multi-meter because there could be a possibility they could connect trough the T1&T2 bypass procedure. Here are the full instructions for it, please follow them carefully and in order. It is advised to read them all before starting the process:

1. Connect the wires to the T1 and T2 terminals and restart the thermostat.
2. Check the power readings.
   1. Make sure the VIN is between 10 and 12 V DC.
   2. Make sure the battery is at least 3.8 V.
   3. If the above requirements are met, check if it connects to wireless as well by going to Settings Equipment Continue Heat Link Wireless.
   4. If these steps work, go to Step 5.
3. Reset the thermostat by going to Settings Reset All settings.

Important: Before you reset your thermostat, make sure you know that:

• It will remove all of your personal settings from the thermostat, and it will bring the thermostat back to its factory defaults.
• After the reset, you will be required to set up the thermostat again, just like you did when you first installed it.
• You should write down anything you want to take note of, like your wiring information so you can easily enter your thermostat’s wiring if needed.

1. Complete the initial setup steps.
   1. Skip internet connection.
   2. If it doesn't complete the initial setup, reset the Heat Link.
      1. Press down the button until the light slowly pulses blue. This can take up to 20 to 30 seconds.
      2. On the display, select Settings Equipment Continue Heat Link Wireless Replace Heat Link.
   3. Skip adding to the app.
2. When the setup is complete, test the device (call for heat and/or boost water).
3. Remove the T1 and T2 wires, connect the base via USB, and put the thermostat base and display back on the stand.
4. Check the power reading again.
   1. Make sure Vusb is about 5 V.
   2. Make sure the battery is at least 3.8 V.
5. When the setup is complete, test the device (call for heat and/or boost water).
6. Connect to Wi-Fi by going to Settings Network Connect to the network Put in credentials.
7. Add the thermostat in the app.
8. Move the thermostat to the preferred spot and give it a test (call for heat and/or boost water) from both the thermostat and app.

Let me know how the test went please and if it connected. 

[Frustratedddd]

This still looks like you have not solved the problem.

From the start when I first suggested connecting wired, did you get a green light on the Heat Link when you called for heat? This can take a few seconds, but just make sure you get the green light and hear the click in the Heat Link. You will also notice when wired only calling for heat, there is a few seconds delay when you are paired wired only unlike wireless.

I assume you have a matched pair set as well?

I would then go to reset, and full factory reset and start from fresh. I would reset the Heat Link by pressing and holding the button until you get a pulsing blue light, and I would do that twice. I would then remove the display from the base, and squeeze together and hold until the house comes on and then release. I would do that twice.

I would then make sure I can get a 2.4 connection to the router rather than a 5mhz. I just find sometimes this helps, I am sure the Bods will say it's neither here or there!

I would then make sure I am connecting to the router and not any hub or AP point, just the router direct. Then I am then ready to start the setup.

Make sure the connection is wired not wireless

Follow the setup steps as a new install you are now fully aware how that works I'm sure!!

Should these steps not work, then I wouldn't mess about anymore, and assume the set has an issue.

For you to go through all these steps, and still not get the thermostat working, how on earth is the average user going to work it out? I suppose the answer being, call in the Pro.

See how you get on.

[CristianC]

Hey there. Just checking in. How's it going with your thermostat? 

[samwilliamsav]

Gave up. It's going to go back.
Might buy a Tado for the 5th Nest Zone, not like i don't have a google doorbell and nest smokes as part of an ecosystem or anything. 

[CristianC]

Got it. I'm sorry to hear that. If you want to continue troubleshooting, I'm here. I'd like to see a photo of your Heat Link and it's surroundings. 

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know.

[george_t]

It's been a while since this thread was last updated so I'll go ahead and lock this thread. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.