Why are my Thermostat X listed as offline when connected through Nest Hub

scharinger

Hi!

I'm a new member and have recently begun my tado° journey by installing multiple Smart Thermostat X devices in my home. I followed the app instructions by adding the thermostats in the tado° app and then to Google Home using the Matter "Device Linking" feature. I use a pair of 'Google Nest Hub 2nd Gen' devices as 'Thread hubs', to the best of my knowledge.

Now to my question: Why are my devices listed as offline by tado° in the mobile app and in the web app?
I suspect this is because I do not have a tado° Bridge X (or Heat Pump Optimizer X, or Wireless Receiver X). If so, why can't the tado° app use the Thread connection via the Nest Hub?

If the devices are listed as "offline," I assume I can't use any of the scheduling functionality in the app or update firmware in the future. Is that correct?

Thanks for your help!

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jaylemur

Hi

I have exactly the same problem and the same question
Did you get news about it ?

Cheers,

scharinger

Hello jaylemur,

I contacted the support and received the answer below after a day or two. I then ordered a Bridge X and after installing that, my problem was solved. Though I'm a bit disappointed that it did not work as expected, I'm happy at least that it works. I think that this issue should be better informed and documented by tado° to the consumer, installer and end user.

BR,
Tim

"Dear Tim,

Thank you for your patience and for providing the details of your issue.

It might be that whenever tado° devices are linked to the Google Hub without the Bridge X, they may appear online in the Google Home app but offline in the tado° app. This seems to be related to the Google Hub not supporting NAT64, which can cause the issue, and not an issue with the tado° X itself.

If you’re still experiencing functionality issues, I would recommend using the tado° Bridge X for more reliable device management. Let me know if you’d like further assistance with this setup.

Best regards,
Alisha"

wateroakley

Hello @jaylemur Welcome. You'll need a Tado device, or Apple device, as the Thread border router.

AFAIK, Google Thread devices do not support NAT64, the Network Address Translation standard for Tado X devices to communicate to/from the internet.

This Tado web page explains which devices will work:
https://help.tado.com/en/articles/9090800-do-i-need-a-tado-bridge-x

lisnalinchy

In a site with both a Bridge X and a Nest Hub what would the consequences be if some TRVs were closer to the Nest Hub and therefore connected to it rather than to the Bridge X? Could the Nest Hub delegate calls requiring the NAT64 functionality to the BridgeX or instead would only the TRVs connected directly to the BridgeX work?

scharinger

@lisnalinchy, I have some TRVs very close to Nest Hubs and those devices work fine in my setup now as I have a Bridge X in the home network. 🙂

Figs

Hi,

I had similar issues with my setup using a Nest WiFi Pro and recently all my devices (tado X wired thermostat) started showing online in the tado app. Humidity also became visible in Google Home.

I have no bridge X so Google might be rolling out the NAT64 support for its devices.

Fingers crossed it reaches the hubs as well!