Troubleshooting when Mysa disconnects or is offline in the Mysa app

Here are some steps to follow if your Mysa has been previously connected to your network but disconnects repeatedly or shows Offline in the Mysa app. If you cannot access your thermostat from the mobile app, and you see a red exclamation mark in the app, your Mysa is likely offline.

You’ll still be able to control your heating

In most cases, even if your thermostat is offline, you’ll still be able to control your heating with the thermostat. If you’re experiencing a connection issue, try adjusting the temperature with your thermostat using the up or down arrows. 

Important: Your thermostat will follow your heating schedule even if it is offline in the Mysa app. 

If you’re away from home

Important: Before you begin troubleshooting, you should have physical access to your thermostat. If your thermostat is offline, Mysa won’t have a way to receive a command to reboot. You’ll need to troubleshoot in person or wait for the thermostat to automatically reconnect.

Mysa will automatically try to reconnect 

Your thermostat will automatically try to reconnect to your network at regular intervals. If your thermostat remains offline in the Mysa app for an extended period of time, it was unable to reconnect to your home Wi-Fi network. If your thermostat was unable to reconnect on its own, here are some steps you can take.

Reconnect your Mysa

The easiest way to reconnect your Mysa is to reboot the thermostat, which is as simple as holding the down arrow on the thermostat.

To reboot your Mysa, hold the down arrow for about 15-20 seconds.  You should see Mysa lower the set point temperature, and then enter off mode; represented by the dashed line. Keep holding until the down arrow until the thermostat displays "RT". Let go of the down arrow, and the thermostat should reboot and display the smiley face. 

Help! The reboot did not work.

Please follow the steps of the article that best represents your issue:

My Thermostat Has Disconnected From WiFi, And Is Showing A Down Arrow (Upside Down Triangle)?

Mysa Was Connected, But Now I Can't Pair Or Connect It Again.

 

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