Fix Nest thermostat connection to Nest app or Wi-Fi (TD error codes)

This article applies to these Google Nest thermostats models:

Nest Thermostat	Nest Thermostat E	Nest Learning Thermostat (3rd gen or earlier)

Learn how to tell which thermostat you have.

To troubleshoot Nest Learning Thermostat (4th gen), go to Nest Thermostat is offline. If your Nest thermostat has issues connecting to the Nest app or Wi-Fi network, you may get one or both of these:

• A TD error in the Nest app, such as TD008 or TD013
• An m15 error on your thermostat screen

Learn how to fix issues if you can't add your Google Nest thermostat to your account or get it online after installation or replacement.

Specific error codes

If you get one of these error codes, you can check the specific troubleshooting steps.

TD003	TD004	TD009
TD018	TD023	TD030

Other TD error codes

If you get one of these errors (or no error), check the troubleshooting steps to add your Nest thermostat to the Nest app.

TD001 TD003 TD004 TD005 TD006 TD007 TD008

TD010 TD011 TD012 TD013 TD014 TD015 TD016

TD017 TD019 TD020 TD021 TD022 TD023 TD030

Troubleshooting steps

Step 1: Check the Nest app version

Make sure that you have the latest version of the Nest app on your phone or tablet. Download it from the Apple App Store or Google Play. To make sure you have the newest version, you can uninstall and reinstall the app.

Step 2: Check the status of the Nest service

Check the status of the Nest service.

• If the Nest service is down, wait for the Nest service to resume, then check if you can add your thermostat to the Nest app. You may get the message "The Nest service can’t be reached right now" in the Nest app if the service is down.
• If the status of the Nest service is “Everything is running smoothly,” proceed to the next step.

Step 3: Make sure your home Wi-Fi works

Since your thermostat uses your home Wi-Fi network, check that you can get online with another device in your home. To check if your connection works, go to nest.com. If you’re using a cell phone, make sure you don’t use cellular data to test your connection.

Tip: To help make sure you’re not using cellular data, turn on Airplane mode and then turn on Wi-Fi.

If you can’t connect, try a different device to double check. If you can’t connect with any device, contact your internet service provider to check the service status in your area.

Step 4: Connect to a Wi-Fi hotspot

Set up your mobile hotspot and temporarily connect your thermostat to it.

• If your thermostat connects to the hotspot seamlessly, your home Wi-Fi network settings is most likely the cause why your thermostat can’t detect the network. Make sure that you have the recommended Wi-Fi settings.
  • If you have all the compatible network settings and the issue persists, contact your Internet Service Provider (ISP).
• If you have other Nest products that work well with your router and you have a compatible router and network settings, proceed to the next steps.
• If the thermostat doesn’t connect to the hotspot either, proceed to reset your thermostat and mobile device.

Step 5: Move closer to your router

Make sure that your mobile device is close to your router when you try to add your thermostat to the Nest app.

If your thermostat is mounted on a Nest Stand, you can also move your thermostat closer to your router.

Step 6: Restart your router

When you restart your router, it resets your internet connection. You should also restart any Wi-Fi range extenders or repeaters.

Important: Every router is different. You may need to consult your router’s user manual for instructions on how to restart your router.

1. Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
2. Wait for 30 seconds, then plug your modem and router back in.
3. Your modem and router should restart. Wait a couple of minutes or until you get steady power and connection lights. You may also get a quickly flashing data light.

Once your router finishes the restart, test the Wi-Fi connection with a computer or phone (make sure that cellular data is switched off). Then, try to add your Nest thermostat to the Nest app again.

Step 7: Reset your thermostat and mobile device

Important: Make sure you have Bluetooth and Wi-Fi enabled on your phone or tablet before you try to add your thermostat again.

• Reset your thermostat to defaults. Learn how to restart or reset a Nest thermostat.
• You should also restart your phone or tablet and reopen the Nest app.
• Double check that you’re using the correct SSID and password for your Wi-Fi network when you set up your thermostat.

Learn how to set up your Nest thermostat with the Nest app.

Step 8: Check the settings on your Wi-Fi router or access point

Check your router’s manual for instructions to find and change these settings if needed.

Enable IPv6 or Multicast

If you want to connect a Nest thermostat, make sure that your router supports IPv6.

When adding additional Nest devices, make sure your router supports multicast and that it’s on. Nest devices use multicast to communicate and set up connections with other Nest products.

Check if your router has wireless isolation settings turned on. This prevents devices on your network from connecting to other devices in your home. Nest products communicate with each other during pairing, setup, and daily use, so they may not work properly with these settings turned on.

Turn on 2.4GHz

If you’re using a dual-band router with both 2.4 GHz and 5 GHz bands, ensure they have different names. Nest thermostats can connect to a 5 GHz network but may not be able to tell your networks apart.

Parental controls or firewall security

High firewall security or parental controls can block communication with Nest servers. You can temporarily lower these settings while you connect your thermostat to the network, then change the settings back once it’s connected.