If your thermostat is offline or having trouble connecting to Wi-Fi, the SmartHome app gives you tools to troubleshoot and reconnect quickly — and support is just a tap away if you need it.
How to Run a Network Diagnostic
Open the SmartHome app.
Navigate to Profile → Help & Support.
Select Wi-Fi Help.
Choose Self-Service Wi-Fi Help or Agent Support Help.
Follow the on-screen steps to run a diagnostic and check your thermostat’s connection.
The diagnostic tool will scan your home network and suggest next steps based on signal strength, connectivity, and sync status.
Quick Tips Before Contacting Support
Make sure your router is online and the thermostat is connected to a dedicated 2.4GHz network.
For Evolution model, restart your control by navigating to the Home Screen, you should see the month and day at the top of the display. If you see a Back or Menu button, you are not on the Home Screen yet. Keep pressing Back until those options no longer appear. In the Home Screen, press and hold your finger on the left side of the screen for 15 seconds. The control will display "Please Wait" and will restart and reconnect to the network. This process can take several minutes to regain a full connection.
For Smart Thermostats, gently remove the magnetic thermostat faceplate from the wall mount. Wait at least 30 seconds before reattaching the thermostat faceplate back to the wall mount. The display should power back on after a few moments.
Confirm the Wi-Fi password entered in the control is correct.
Avoid guest networks or enterprise setups — home routers work best.
Still need help?
If these steps don’t resolve your issue, contact our support team: