This article applies to the following Google Nest thermostats models:
| Nest Thermostat |
Nest Thermostat E |
Nest Learning Thermostat |
 |
|
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 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.
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
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.
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.
- 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.
- Wait for 30 seconds, then plug your modem and router back in.
- 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 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.
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 app7. 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 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.