Troubleshooting

Why is there an "X" or an "X" and Wi-Fi icon on my thermostat?

An “X” or an “X” and Wi-Fi icon in the top-left corner of your thermostat means that your Sensi thermostat is either not successfully connecting with your home wireless network, or not communicating with the Sensi cloud servers. This can result from a change to your Wi-Fi network password or network name, a home network problem, poor Wi-Fi signal strength, a router problem/compatibility issue, or a Sensi server problem.

Let’s walk through the following steps to troubleshoot the issue.

Wi-Fi Network Password or Wi-Fi Network Name

Have you changed your Wi-Fi network information or installed a new router? If so, you’ll want to follow these steps to reconnect your Sensi thermostat to your Wi-Fi network.

Internet Connection

Are you able to connect to your Wi-Fi network? To check:

1. Connect your smartphone, tablet or desktop computer to your Wi-Fi network. (Note: if using your smartphone or a tablet with cellular service, you will need to place your device in airplane mode and then turn just the Wi-Fi connection back on. This will ensure you are not accessing the internet via cellular data.)
2. Open a web browser and search for your favorite website.
3. If you are not able to load the website, contact your Internet Service Provider.

If you are able to access the internet through your Wi-Fi:

1. Power cycle your router and/or modem for two minutes by unplugging the device(s) and removing the battery back-up (if applicable).
2. At the same time, reboot your Sensi thermostat by removing the thermostat cover and removing the two AA batteries. Press the menu button so the backlight comes on, and wait until the Sensi thermostat display goes blank.
3. After two minutes, plug in your router and/or modem, restoring power.
4. Replace the batteries, restoring power to the Sensi thermostat and snap the cover back onto the base plate.

If you are still having difficulty connecting your Sensi thermostat, check your router compatibility.

Wi-Fi Settings

Some settings on your router could block the thermostat from connecting to Wi-Fi. 

A high firewall setting, or parental controls can block your thermostat as well as having some incomparable settings.

Check out our recommended Wi-Fi settings to learn how to properly configure your router to allow access. 

Once you've changed the settings, try completing setup again in the Sensi app

Wi-Fi Signal Strength

Does your Sensi thermostat have a low Wi-Fi signal? If the Wi-Fi icon in the top-left corner of your Sensi thermostat shows less than two bars, consider the following steps to try and boost the signal for your Sensi thermostat:

1. Move the router to a centrally located area in your home. Sometimes the signal path may be interrupted by building materials or home furnishings such as metal appliances.
2. Reposition the physical antenna on your router or access point. The wireless signal radiates perpendicularly from the antenna shaft so we recommend the following positions:
   • Single-story home: position the antenna vertically
   • Multi-story home: position the antenna horizontally
   • If your wireless access point or router has multiple antennas, move one antenna in the vertical position, and the other in the horizontal position.
   • To minimize wireless interference, consider changing your 2.4Ghz wireless channel to 1, 6 or 11, or contact your access point or router manufacturer for more information on ways to improve your Wi-Fi signal strength. You can download a free Wi-Fi analyzer app onto your phone from the Apple Play Store or Google Play Store to get insight into the wireless networks surrounding you, and choose to operate on a channel that is less crowded.

Interference

Try turning off or moving other devices operating on the 2.4GHz frequency that could be causing interference like:

• Cordless phones
• Microwaves
• Baby monitors
• Bluetooth devices
• Wireless video equipment
• Wireless security cameras

Check the Server Status

Check the service status banner on the Support page of our website for updates regarding any server issues happening on our end. If there's a major outage, there will also be a banner in the Sensi app.