Troubleshooting

Why is my thermostat offline when my thermostat is connected to my network?

A full Wi-Fi icon or a status message of “Connected” on your Sensi thermostat means your thermostat connected to your home Wi-Fi network and our cloud servers. There may be a problem with the app, mobile device, or the Sensi server.

Force quit the Sensi app

If the app has been open in the background for a while, close it and reopen it. If you aren’t sure how to force close your apps on your phone, Google “force quit” and your phone’s make/model. You can find instructions online.

Wait a few minutes

If your thermostat just automatically reconnected to your Wi-Fi network because of a power outage or router issue, it may take a few minutes for the app and thermostat to reflect the correct status and allow remote control again.

Reboot your smart phone/tablet

Power cycle your phone off and back on again. After regaining internet connection, open the Sensi app and see if the thermostat still shows offline.

Check the Sensi Service Status

On the main support page, you’ll see a banner at the top. When the server status is normal, it reads “Operational.” If there’s a known issue, the banner will change to reflect the status. If there’s a major outage, there is often a banner in the Sensi app too.