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Troubleshoot connecting 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 see 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

Here are some steps that you can take if you’ve just installed your Google Nest thermostat or have replaced it and are having trouble adding it to your account or getting it online.

Error codes

If you see one of these error codes, select it to view specific troubleshooting instructions.

TD003

TD004

TD009

TD018

TD023

TD030

 

If you see one of these errors, or no error at all, read 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 for free from the Apple App Store or Google Play. To make sure that you have the latest version, you can uninstall and then reinstall the app.

2. Check Nest's service status

Click here to check Nest's service status.

If the Nest service is down, wait for the Nest service to resume to see if you can add your thermostat to the Nest app.

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

3. Make sure that your home Wi-Fi is working

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 is working. If you're using a mobile phone, make sure that you don't use mobile data to test your connection.

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

If you can't connect, try using 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 trying 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

Restarting your router will reset your Internet connection. You should also restart any Wi-Fi range extenders or repeaters that you're using.

Here's how you restart your router:

  1. Unplug your modem and router. You may have a combination modem/router, or they may be separate devices. All of 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 will restart. Wait for a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light.

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

When your router has finished restarting, test the Wi-Fi connection with a computer or phone (make sure that mobile data is switched off). Then try adding your Nest thermostat to the Nest app again.

6. Reset your thermostat and mobile device

Reset your thermostat to defaults. For more information and instructions on resetting your thermostat, go to How to reset the Nest thermostat and remove all your personal settings.

You should also restart your phone or tablet and re-open the Nest app.

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

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

       How to set up your Nest thermostat with the Nest app

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

Not being able to add your thermostat to the Nest app can be a result of incompatible settings on your home Wi-Fi router/access point.

2.4 GHz and 5 GHz network names

If you're using a dual-band router with both 2.4 GHz and 5 GHz bands, make sure that they have different names. Nest thermostat cannot connect to a 5 GHz network and may not be able to tell your networks apart.

       How to use Nest products with 2.4 and 5 GHz Wi-Fi networks

Parental controls or firewall security

High firewall security or parental controls can block communication with Nest servers. Refer to your Wi-Fi router/access point documentation to see if these features are enabled on your network and how you can exempt the Nest thermostat from these restrictions.

Enable IPv6

Your thermostat requires IPv6 in order to be added to the Nest app. Check your router's documentation to confirm that your router supports this setting and for information on how you can enable it.

 
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