Wi-Fi / Ethernet Software

You will only need to port forward your thermostats if you are going to try to access them from outside the LAN and want to communicate directly with them. If you are unfamiliar with how to do port forwarding you can go to portforward.com for step-by-step instructions.  If you cannot find instructions on portforward.com for your router refer to the user's manual or another online source for instructions. If you are planning to use the CloudConnect service you do not need to port forward your devices to access them from outside the LAN via the cloud service.

All schedules must be in chronological order even if the schedules are inactive.
 

In your web browser address bar enter the thermostat IP address followed by “/configcc.htm”.  Clear the text boxes following “Server” and “Port”, then set the value in the box following “Interval” to 0.  Press the “Update” button on the bottom of the menu and the values will save.
 

Make sure that you have set up an account and that it is not expired. Make sure you are entering the correct email and password. If you cannot remember your password hit the "forgot password" button on the login page. If you have confirmed that the login credentials are correct, contact support and let them know you are having an issue.

In order to use our DirectConnect service you will need to make sure you have claimed your devices and entered at least a state and zip code in the address field.  Use the same login credentials on the DirectConnect page as you used to claim the device.
 

First, check to make sure that your scheduled setpoints are within the min/max cooling and heating setpoints on the configuration page.  If this is correct then check your inactive schedules to make sure they are within the min/max cooling and heating parameters.  Even if the schedules are inactive, it could cause an issue if the parameters are outside the min/max setpoints.   
 

Check to make sure you are on the same network.  If the green LED on the backplate of the thermostat is solid then it is connected to a network, your router settings may be preventing the Device Explorer from detecting the thermostat. 

Make sure you are entering the ASCII port not the http port number.  If you are seeing the IP address in the top right corner instead of the name of the thermostat, the information is not entered correctly.

In order for the occupancy sensor to switch the thermostat into occupied mode the override timer in the thermostat configuration must be set to greater than 0:00.  This setting can be found on the configuration page.  

You can find the manual for all of our devices on the products page. Go to the desired device and look under the "Docs" tab. Note: If you have an older device that is no longer in production contact support for a copy of the manual.