ecobee

Troubleshooting

Autopilot Troubleshooting

My home isn’t automatically arming or disarming when I leave the Home.

  • Check that you have turned on the Autopilot functionality for home monitoring. Select the current monitoring state at the top of the home page, select the Settings icon on the top right, choose Autopilot and make sure the toggle is switched ON.

  • If so, then please make sure that you have location services enabled and that you are in the right home. In order for autopilot to know when to change your arm state, it requires the ecobee app to let it know when you have left or arrived home.

  • Check that all family account members have also turned on Location Services on their ecobee app. This can be done by opening the ecobee app on each of their phones, going to their accounts page and checking their Location Services settings.

  • If you’d like to improve the accuracy of autopilot, have all the members in your set up WiFi tracking for their accounts as well.

 

Does the ecobee app track my location? I don’t want to drain my phone battery and I am concerned about privacy.

No. ecobee is not continuously tracking your GPS location. When you turn on Location Services for your phone on the ecobee accounts page you are enabling your phone to tell the ecobee app when your phone’s location is coming home or leaving the area around your home. Since ecobee is not actively tracking your GPS location, turning on location services also does not drain your battery the same way.

 

I have Location Services enabled and so do all my invited family accounts - my home still isn’t automatically arming or disarming.

Tips to improve autopilot accuracy on iOS

  • For Autopilot to work, make sure your location permissions for the ecobee app are set to Always Allow in your phone settings.
  • Make sure you have the latest version of the ecobee app installed.
  • Keep your wifi turned ON. Turning off your wifi signal decreases location accuracy even when you are not connected to any wifi network. For best experience, keep your wifi on at all times.
  • Allow cellular data usage for the ecobee app. This will ensure your home is able to arm and disarm when you are not connected to the wifi.
  • Avoid using Battery Saver Mode.
  • Avoid letting your phone go below 20% battery level. Low battery significantly decreases your phone’s ability to be accurate about its current location.
  • Avoid using airplane mode while at home if you have enabled wifi tracking to improve accuracy. Any time you lose wifi connection from home, the app will decide whether or not it is likely that you have left home. There is a chance your home will be set to Armed Away mode if your phone turns off or is set to airplane mode.
  • Plug your phone in to a power source overnight. This will reduce the chances that your phone kills the ecobee app during the night, ensuring you can still be notified of any activity happening.

Tips to improve autopilot accuracy on Android

  • For Autopilot to work, make sure your location permissions for the ecobee app are set to All The Time in your phone settings.
  • Make sure you have the latest version of the ecobee app installed.
  • Keep your wifi turned ON. Turning off your wifi signal decreases location accuracy even when you are not connected to any wifi network. For best experience, keep your wifi on at all times.
  • Turn on High Accuracy mode for Location.
  • Whitelist the ecobee app for best accuracy -  From your home screen, go to Settings > Apps > ecobee > Battery > Optimize Battery Usage.
  • Allow cellular data usage for the ecobee app. This will ensure your home is able to arm and disarm when you are not connected to wifi.
  • Turn off Battery Saver mode when possible.
  • Avoid letting your phone go below 20% battery level. Low battery significantly decreases your phone’s ability to be accurate about its current location.
  • Avoid using Airplane Mode while at home if you have enabled wifi tracking to improve accuracy. Any time you lose wifi connection from home, the app will decide whether or not it is likely that you have left home. There is a chance your home will be set to Armed Away mode if your phone turns off or is set to airplane mode.
  • Plug your phone in to a power source overnight. This will reduce the chances that your phone kills the ecobee app during the night, ensuring you can still be notified of any activity happening.

 

I have Autopilot set up but when I left my home it did not automatically arm.

You may not have been the last one to leave.

  • The ecobee home will only automatically set to Armed Away mode when the last person leaves your home.

You may not have gone far enough from your home.

  • To go into Away mode, you must go further than 100 meters from your home. When you pass this mark the ecobee home should auto-arm itself.

Your phone may not have been able to communicate to the ecobee app that you had left.

  • Try some of our tips for improving auto-pilot accuracy.

 

My home automatically arms and disarms when I’m at home and I don’t expect it to.

  • If you have poor wifi or cellular connectivity the accuracy of Autopilot may be affected. Your phone uses these signals to determine whether you are home or not. Try our tips to improve accuracy for your phone.

  • Avoid using airplane mode while at home if you have enabled wifi tracking to improve accuracy. Any time you lose wifi connection from home, the app will decide whether or not it is likely that you have left home. There is a chance your home will be set to Armed Away mode if your phone turns off or is set to airplane mode.

 

My home does not automatically disarm right when I come home. I always get notified of activity before it disarms.

Your phone may have been late to update your location and therefore autopilot did not know that it was you coming home. To improve your chance of Autopilot disarming your home before you step through the door, check out our tips for improving accuracy.

 

I am unable to set up “improve accuracy” in my home.

When setting up improved accuracy, make sure you’ve selected the correct home. Once you’ve done so please keep in mind you must select the same WiFi network that your ecobee hub is connected to. If the issue persists, contact customer support.

 

Haven Troubleshooting

A device in my account isn’t showing up in my activity.

If a specific device is not sending you alerts, the first step to take is to verify that the device is in fact in the correct home. Devices that are not in the home will not provide alerts or notifications. Once you have confirmed the device is in the correct home confirm your arm state configurations to ensure the device is participating in your armed states. If both of these are accounted for please contact customer support.

 

My Siren isn’t working as intended.

The Siren functionality does not work with the ecobee3 or ecobee3 lite as these devices do not have speakers built into them. Once you’ve confirmed that is the case, contact customer support.

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