Why did energy history stop?

[Majortarantino]

My energy history no longer appears in the Nest App. I noticed the Leaf icon disappeared sometime over the Summer but didn't think much of it. Then a few weeks ago the Heat Link kept reporting offline. I reset it fully a few weeks ago and it no longer reports as offline but now we are getting to colder weather and the energy history is saying no usage when it has been used. I've tried all the suggestions for reinstalling the app etc and nothing has worked. My heating turns on and off as normal but it would be nice to know how much we're using. Thanks for reading. 

[jenniffert]

Hi Majortarantino,

Thanks for reaching out to the community. I understand how inconvenient it can be when the Nest app isn't displaying energy history.

Since you performed a factory reset on the Heat Link, the energy usage data for the month may have been deleted. If the Heat Link and Nest thermostat are working correctly, please monitor the Energy history for the next two weeks to see if it starts to show details about the energy usage.

Here are some additional troubleshooting steps you can try:

• Check for Updates: Ensure that your mobile device software and the Nest app are up-to-date.
• Restart: Perform a restart on the Nest thermostat by going to Settings > Reset > Restart. This can often resolve minor software issues.
• Continued Monitoring: If the problem persists, please continue to monitor the Energy history.

To learn more about Energy history, you can check out this article: Thermostat Energy History.

Please keep me posted.

Best regards,

Jenniffer

[Majortarantino]

Hi, it's been a couple of weeks and it still isn't recording any usage and the Heat Link is intermittently reporting as offline. The schedule still works though. 

[luciaaa]

Hi, @Majortarantino,

Thank you so much for replying. I’m truly sorry the Heat Link is still going offline. I’m happy to assist you further!

Thank you so much for taking the time to perform a factory reset and following the steps on the previous post. 

To provide you with the best assistance, please provide the following information: 

• What type of Nest thermostat do you have?
• What is the color of your Heat Link's light?
• Did you try to take the Heat Link out of Manual Mode? If not, you can do so by pressing the Heat Link’s button once. When you see the two green lights underneath the button turn off, the Heat Link is out of Manual Mode.
• When was the thermostat installed? 
• When the unit was installed, did the display communicate with your Heat Link? If yes, how long after the installation did the issue occur? 
• Has there been any recent work done on your heating system?
• Is it displaying any error code?

This information will help me to provide you with accurate troubleshooting steps. Thanks in advance. 

Keep me posted.

Best regards,

Ana

[Majortarantino]

Hi, 

Its a thermostat E.

The heat link light is off. 

Its not in manual mode. 

Installed 5 years ago. 

No problems at all until the beginning of last month when I noticed there was no history.

No recent work done. 

No error codes. Seems to be turning on and off when expected/scheduled. The heat link reports as offline several times a day though, but seems to only be for a few minutes. 

[luciaaa]

Hi, @Majortarantino,

Thank you so much for your response. I’m happy to assist you further!

Since the Heat Link doesn’t have any light at all, it could mean the Heat Link is working as expected or it means the Heat Link has lost power. To discard a power problem, follow these troubleshooting steps: 

• Confirm the display receives power: Verify the thermostat display is properly seated on the base and verify that the battery level is at least 3.8 V. You can check out this information in this article: Device information or technical info. If the display is not receiving power, please let me know. 
• Check that the loss of connection is not caused by the distance between components. If it's powered by a USB, bring the thermostat display closer to the Heat Link or move the base together as a unit. Also, it may be caused by signal interference. For more information, refer to this article: Troubleshoot wireless interference.

Additionally, if the steps above don’t work, please reset the Heat Link to default settings and restart the network on the display; after that, try to set up both devices again.

Please let me know how it goes.

Best regards,

Ana