ecobee

Product Installation – Wi-Fi Trouble-shooting

 

Wi-Fi is based on transmission process and transferred in the form of radio signals. It then transmits these signals to an antenna connected to the router which is used for transferring of data. Poor placement is highly the cause of Interference. Remember the "VOICE" acronym.

Point the router in a Vertical fashion and free from Obstructions and Interference from neighbors. The router should be in a Central position in the home, so it covers a wide range. Is Elevated, because Wi-Fi signal has an easier time traveling down and sideways than up.

Wi-Fi Setup - DHCP enabled

  • From the Home screen, press MENU.
  • Select Settings.
  • Select Wi-Fi.
  • Select Wi-Fi Enabled.
  • Select Network.
  • Select your network from the list.
  • If prompted, enter your network password.
  • The ecobee3 Wi-Fi Thermostat will automatically connect to the Internet and display a registration code.
  • Write down the registration code; it will be needed to complete registration (if not registered).

Manual Wi-Fi Setup - Advanced Configuration

  • From the Home screen, press MENU.
  • Select Settings.
  • Select Wi-Fi.
  • Select My Network is not visible
    • Adjust the network options for your home network.
    • You will then be able to view and configure the following network parameters:
  • DHCP (select Disabled to use a static IP Address; if unsure, leave DHCP Enabled)
  • SSID
  • Encryption (WEP, WEP128, WPA, or WPA2)
  • Password (if encryption is used)
  • Wi-Fi Channel
  • IP Address and IP Subnet
  • Gateway Primary and Secondary DNS
  • If you need to specify your thermostat’s MAC address in your router’s configuration, you can obtain it from the Menu > About > Wi-Fi.

 To verify if ecobee3 has successfully joined with the ecobee.com tap on Menu > About > Wi-Fi.

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This indicates the T-stat is connected to the Wi-Fi router and has successfully joined with the ecobee server. If the Wi-Fi becomes an issues then it will result in a lost connection to the server. In extremely rare cases ecobee.com could be offline.

 

Use Wi-Fi diagnostics to verify current state of connection and help with your diagnostics. There are 4 options to choose from:

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View Log provides a detailed account of activity between the Wi-Fi Router and ecobee3. As each state changes another entry is added into the log. The most notable in the log is when ecobee3 obtains a DHCP address assigned from the router, the ecobee3 is able to Ping Server and finally attempting to connect to 216.220.61.236:8190. This IP address is the ecobee server, Port 8190 is the port that is open for out-going data only. If the T-stat is unable to acquire a DHCP address, this is attributed to an incorrect password or the Wi-Fi router is using an out-dated encryption method that ecobee3 is not compatible with. Make sure Wi-Fi password is correct, passwords are case-sensitive. If you cannot remember password, then accessing the Wi-Fi router settings may be required to change password. Wi-Fi encryption has improved and become more secure with newer generations of hardware. Older types of encryption like WEP was not a standard protocol between the various manufacturers therefore created issues. You may be required to change the router to a higher state of encryption such as WPA or WPA2 will help however this means you'll need to adjust all your Wi-Fi connected devices. When Socket Connected appears this means ecobee3 has successfully connected to the ecobee server.

Ping Gateway is used to verify if the ecobee3 is able to ping the reserved gateway address of the Wi-Fi router. The gateway address is important as it serves as an access point to another network. The most common default gateway address is 192.168.0.1. If the ecobee3 has not obtained the correct gateway address this will not allow the T-stat to connect outside the local network. With a standard router and DHCP enabled this is unlike scenario however if you incorporated “routers/switches” with AP’s (Access Points) using static IP’s then manual configuration is likely.

Ping ecobee.com confirms that the ecobee3 out-going data on Port 8190 has reached the server and has provided a received status. If the ISP or an internal firewall is blocking Port 8190 or if ecobee.com IP address is getting filter/blocked this then this will fail.Ping Address provides the ability for the user to ping a known website IP address such as Google (8.8.8.8). This concludes that the ecobee3 is obtaining correct internal IP routing information to obtain received data packets. 

 

       

Wi-Fi Signal strength issue

This will be identified by the signal strength percentage constantly changing up/down in number of signal bars displayed. Move the router to a different location, reconfigure the external antenna (if equipped) or add a Repeater to the network.

 

Cannot connect to web server

Has the thermostat successfully connected to the customer’s Wi-Fi router?

  • If the network does not appear under the Choose a Wireless Network heading, either the Wi-Fi router is not broadcasting, or the thermostat is not detecting a broadcasted signal (thermostat only compatible with 2.4GHz and not 5GHz Wi-Fi routers). Confirm that the Wi-Fi signal is active (i.e. laptop or phone is connected is connected to the router signal).
  • Verify the network password is correct. The password is case sensitive, so it must be typed in exactly as advertised.
  • The customer has selected DHCP Enabled (Default setting). This is found in the Wi-Fi menu under Advanced Configuration > Select Network > DHCP Enabled/Disabled.

Has the thermostat successfully connected to the Wi-Fi router but is unable to establish a link to the Hosted Server?

  • This is usually a result of an internal Firewall blocking Port 8190 or in most cases the Internet Service Provider (ISP) blocking this port or a Routing issue. This can be determined by the thermostat’s View Log under Wi-Fi diagnostics. The message log appears as: Attempting to connect to 216.220.61.236:8190.It will continue to attempt this connection indefinitely until established.

 

Unstable connect to web server (Wi-Fi - DSL/Cable)

If disconnecting/re-connecting too frequently ensure the Wi-Fi network is providing sufficient signal strength. If not, adding another Wi-Fi router/access-point will improve Wi-Fi coverage. Also look at setting up the router with a fixed channel (1-11) rather than auto mode. Make sure there are no significant sources of interference such as microwave, other wireless devices. 

 

Wi-Fi Router issues

Is their hardware or compatibility issues with Wi-Fi router. Such as intermittent reboots, no apparent broadcast signal, interference issues, no power to device, no access to Wi-Fi password, do not know how to access Wi-Fi router settings? In certain cases you will need to resolve before additional support can be provided.

 

Resetting your Router

 

In all cases of trouble-shooting the following steps are required. The customer should be on location so they can fulfill the instructions written below. These steps should be initiated from the beginning, regardless of whether the customer has attempted these on his/her own or not.

 

Step 1 – Resetting the Router Connection

Proceed to their router. Disengage power by unplugging the cord from the wall outlet or device connector, then re-plug the cord back into the wall outlet or connector to turn router back on.

wifi_power_off.PNG

 

Step 2 – Rebooting the Thermostat

As the Wi-Fi is rebooting, reboot the thermostat so that the Wi-Fi chip within the thermostat can ‘find’ the network again, or ‘re-sync’ to the router’s new IP Address. The ecobee3 thermostat can be rebooted two ways:

Method #1: A reset can be initiated by removing and re-inserting the faceplate from the sub-base. 

t-stat_reboot1.PNG

Method #2: Another option is to cycle to power off then back on to the furnace system.

t-stat_reboot2.PNG

 

Step 3 – Re-establishing the Network Connection

Once the thermostat has powered on, navigate to the Wi-Fi menu to re-establish a network connection to the router. Follow this sequence to start the process: Tap Menu > Settings > Wi-Fi

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