Troubleshooting

Why is there no Wi-Fi icon on my thermostat?

If there is no icon in the upper-left hand corner of your Sensi thermostat, there are a few things to consider:

Low batteries
System compatibility

On Sensi Lite, there may be an "X" next to a Wi-Fi icon and it's flashing. In that case, refer to the “System compatibility” section.

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

Low Batteries

Do your batteries need to be replaced? When the batteries get low, the Wi-Fi radio turns off to preserve power.

Sensi smart thermostat

If the battery indicator in the top right-hand corner of your Sensi thermostat is half full, please replace the batteries.

Reset the thermostat and replace batteries

Using both hands, grab the face plate and pull towards you.
After removing the face plate, flip it over and remove the batteries.
Allow the front display to go blank.
Insert 2 fresh AA Alkaline batteries.
Push the face plate back onto the sub-base by lining up the tabs.

Sensi Lite smart thermostat

If you see a “Low batteries” indicator on the thermostat display, please replace the batteries.

Reset the thermostat and replace batteries

Using both hands, grab the face plate and pull towards you.
After removing the face plate, flip it over and remove the batteries.
Allow the front display to go blank.
Insert 2 fresh AAA Alkaline batteries.
Push the face plate back onto the sub-base by lining up the tabs.

System Compatibility

If your batteries do not need to be replaced, the Wi-Fi turns off after about two hours or you have a flashing “X” with a Wi-Fi icon (Sensi Lite only), the problem is likely due to a system compatibility or c-wire issue.

If you have a heat-only, cool-only, or heat pump system, a common wire (c-wire) is required to maintain a Wi-Fi connection. Sensi thermostats are not designed to run on batteries alone.

When Sensi detects that you are not within compatibility requirements, it may turn off the Wi-Fi for a period to preserve battery life. You may notice it going offline often.

You can learn more about compatibility with the Sensi Thermostats here.

You can learn more about how to install a common wire here.

HVAC System Issue

Your HVAC system helps power Sensi so it does not rely on batteries only. If you are having any work done or your system is not working, this will affect the thermostat's Wi-Fi connectivity, and it will go offline.

Check to make sure your breakers are on.
Check to make sure any drain pipes are not clogged.
Check to make sure all of the panels of your air handler/furnace are secure and not loose.
Test operation by switching the thermostat to Cool Mode and Heat Mode to make sure the cooling and heating both turn on and run as expected. If they don't, contact a service technician.
If you're experiencing a power outage or just had one, wait until everything has power before trying to reconnect.

After ensuring that everything is working properly and everything has power, you can reset the thermostat to bring it back online. (Remove batteries, allow screen to go blank, and then reinsert batteries.)