If a thermostat shows as Offline or is unresponsive to commands, there are some basic troubleshooting steps you can perform.
Troubleshooting an Offline or Unresponsive Thermostat:
To troubleshoot an offline or unresponsive thermostat, follow these steps:
Check the hub to ensure it is online (the LED should be green)
If the hub itself is not online, refer to our How Do I Troubleshoot an Offline Hub? article
Check that the thermostat is powered on
If the thermostat is not powered on, detach it from the wall and check that the wiring is properly and securely connected
If the thermostat is battery-powered, replace the batteries
Power cycle the thermostat
Detach the thermostat from the wall
Remove any batteries (if applicable)
Wait 15 seconds
Replace batteries
Reattach the thermostat
Reboot the hub
Refer to our How Do I Troubleshoot an Offline Hub? article
Contact our Support Team
If the thermostat is still offline or unresponsive, please reach out to our support team anytime using the details listed below