Troubleshooting

Advanced troubleshooting information for Thermostat Wi-Fi Connectivity

Sensi thermostats use an 802.11n 2.4 GHz Wi-Fi radio and are compatible with most residential 2.4 GHz Wi-Fi networks.* 

For best results, ensure that the access point or router has been updated with the latest firmware release.  It is also recommended to reset the router or access point back to the factory defaults, and then re-configure the wireless SSID and security settings and test this first.  This may also provide better connectivity with your other wireless devices.  Visit the router manufacturer’s support website for more information.

Compatible Network Types

• 802.11b
• 802.11g
• 802.11n (minimum recommended – also marketed as “Wi-Fi 4” by Wi-Fi Alliance)
• 802.11ac* (“Wi-Fi 5”)
• 802.11ax (“Wi-Fi 6”)

*Note: Sensi Touch 2 is compatible with 5GHz Wi-Fi networks. Otherwise, 5GHz or 802.11ac are not supported unless dual band capable.  802.11ac is an amendment to the 802.11-2012 IEEE Standard that applies only to the 5GHz band in 2.4/5GHz dual band capable or 5GHz only devices.

Wireless Security Compatibility

• WPA2 (AES)**
• WPA/WPA2 Mixed Mode (AES and TKIP)
• WPA (TKIP)
• Other combinations may work with Sensi, but do not conform to recognized wireless standards

**WPA2 AES is recommended.

Note: WPA2 Personal or Pre-Shared Key are the only WPA2 (AES) systems compatible; WPA2 Enterprise is not currently supported.

IP Address Requirements

The Sensi Thermostat requires a DHCP address assignment.  A static IP address cannot be programmed within the Sensi.  However, some residential routers allow DHCP address reservation.  If supported by your router’s DHCP server, address reservation can be used to assign your selected local IP address to your thermostat.

Dual Band Routers

Dual band access points or routers broadcast two (or more) wireless networks (SSIDs) – one (or more) in the 2.4GHz band and one (or more) in the 5GHz band. Your Sensi thermostat is only able to connect to wireless networks operating in the 2.4GHz band. If there are wireless networks with the same name (SSID) operating on both the 2.4GHz and 5GHz bands, there may be difficulties experienced with connecting Sensi to the desired wireless network.

We recommend you configure dual band routers (2.4GHz and 5GHz) to have different SSIDs for the two different frequency bands.  This allows you to easily connect your faster, higher data rate (streaming) devices on the 5GHz bands and keep your lower data rate devices (printers, thermostats, home automation, etc.) on the 2.4GHz bands.  Please consult your owner’s manual or visit the manufacturer’s website of your router or access point to determine how to change your wireless network SSIDs, if needed.

Alternatively, you can turn off the 5GHz radio(s) while connecting Sensi to your network and then once connected, turn those radios back on.

Technical Router Information

Newer router interfaces may have a firmware version check feature built in, however, it is still recommended to verify the latest release on the manufacturer’s website is the version installed on your router as some earlier releases may incorrectly report no updates available when there is updated firmware available.

Some Sensi thermostat models require the original IEEE (Legacy) Power Save Polling (PSP or PS Poll) support in the access point or router.  Wi-Fi Certified 802.11n devices should support it, however PSP is not a tested criterion of the Wi-Fi certification for an access point or router.  WMM Power Save Polling is a newer (and different) variation of Power Save Polling.  It is not the same as original Power Save Polling and does not guarantee compatibility with the Sensi models that require the original Power Save Polling implementation to be supported.

It is recommended to use a ‘C’ or ‘Common’ thermostat wire when available.  For thermostat installations where a ‘C’ or ‘Common’ thermostat wire is not available, it is recommended to use an 802.11n 2.4GHz Wi-Fi access point or wireless router that supports IEEE PSP for optimal battery life. 

Sensi smart thermostat and Sensi Touch send TCP traffic on ports 80, 8091 and UDP traffic on port 8092. Sensi Touch 2 and Sensi Lite send TCP traffic on ports 8883 and 443. To receive over-the-air firmware updates, please make sure UDP traffic to port 8092 (34.233.82.197) and TCP traffic to port 80 (52.55.206.183) is open. For Sensi Touch 2, also make sure that TCP traffic to port 8883 (54.210.127.220) is open. This traffic needs to be able to navigate any network firewalls, proxies, or filter devices. 

If your router is provided by your Internet Service Provider, please verify if they support the above requirements and that they do not prevent this traffic.