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 (min. Mysa firmware version 1.1.14)
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! I'm unable to reboot my Mysa using the down arrow
If the software reboot did not resolve your issue, or the arrows are not responding to your touch, then you should power cycle the thermostat by flipping the circuit breaker off and then back on. If the thermostat is not responding to touch, or if the above steps do not work, please contact customer support, here.