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Troubleshoot connecting a Nest thermostat to the Nest app or Wi-Fi network

If your Nest thermostat has issues connecting to the Nest app or Wi-Fi network, you may get one or both of the following:

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

Below are some steps you can take if you’ve just installed your Google Nest thermostat or have replaced it and can't add it to your account or get it online.

Error codes

If you get one of these error codes, select it to view specific troubleshooting steps.

TD003

TD004

TD009

TD018

TD023

TD030

If you get one of these errors, or no error at all, check below for some steps to help you 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

General troubleshooting steps

1. Check the Nest app version

Make sure that you have the latest version of the Nest app on your phone or tablet. You can 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.

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 to check if you can add your thermostat to the Nest app.

While the service is down, you may also get a message "The Nest service can’t be reached right now" in the Nest app.

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. You can visit nest.com to check if your connection works. 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 to use 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.

4. 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.

5. Restart your router

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

  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.

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

Once your router finishes restarting, 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.

6. Reset your thermostat and mobile device

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.

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

Double check that you’re using the correct SSID and password for your Wi-Fi network when you set up your thermostat.

Set up your Nest thermostat with the Nest app

7. Check the settings on your Wi-Fi router or access point

Check your router’s manual for instructions to find and change the following 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 will prevent devices on your network from connecting to other devices in your home. Nest products talk to each other during pairing, setup, and during 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, make sure they have different names. Nest thermostats can't connect to a 5 GHz network and 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.

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