Troubleshooting Sensi thermostat with a frozen display

If the thermostat buttons or touchscreen is not responding, the keypad/screen could be locked, needs a power cycle, or may have a problem. 

Keypad Lockout

If Keypad Lockout is turned on, you can only make changes from the Sensi app. 

• Sensi Lite: If you see a padlock when you press the menu button, Keypad Lockout is enabled. Unlock the thermostat from the app to interact with it on the wall.
• Sensi smart: If you see a padlock icon next to the room temperature, Keypad Lockout is enabled. Unlock the thermostat from the app to interact with it on the wall. 
• Sensi Touch/Touch 2: If you see a padlock icon on the touchscreen, Keypad Lockout is enabled. Unlock the Sensi from the app to interact with it on the wall.

Learn more about Keypad Lockout here.
 

Power cycle thermostat

Try cycling the thermostat and then interacting with the thermostat on the wall.

Sensi smart/Sensi Lite

• Grab the thermostat cover with both hands.
• Pull straight towards you with a strong tug.
• Turn the thermostat cover over and remove the two batteries (AA Sensi Smart/AAA Sensi Lite).
  • If the batteries were at 2 bars or less, replace these with a fresh pair.
• Wait until the front display screen goes blank.
• Insert the batteries.
• Push the thermostat cover back on the mounted sub-base. You should hear it snap in place. 

Sensi Touch/Touch 2

• Grab the thermostat cover with both hands.
• Pull straight towards you with a strong tug.
• Disconnected from power, the touchscreen will go blank.
• Push the thermostat cover back on the mounted sub-base. 
  • If your display is solid white or partial, troubleshoot your “C” wire connection by making sure that you have 20-30VAC powering the thermostat. Refer to My screen is blank troubleshooting article for step-by-step instructions.

Partial display

If the screen does not properly show the temperature or other icons, and you’ve already done the appropriate troubleshooting, reinstall your original thermostat (or a cheaper manual thermostat) to ensure you can control your HVAC system. Contact technical support for more troubleshooting information.