Using the Network Diagnostics Tool

Last updated: July 23, 2026

If you've already tried the basic fixes for a pairing or connectivity issue and it's still not working, the Mysa app's built-in Network Diagnostics tool can help pinpoint what's going wrong.

Note: this isn't usually your first step — try the fixes in the relevant troubleshooting article first (e.g. Wi-Fi Won't Connect During Pairing, Pairing Fails Repeatedly, or Reconnect After Wi-Fi Disconnection). Come back here if those don't resolve it.

How to Run It

  1. Open the Mysa app

  2. Tap Support (top-right corner)

  3. Select Network Diagnostics

  4. Tap Run Diagnostics and wait for all checks to complete

What It Checks

Wi-Fi Connection Displays your current network name (SSID). On Android, it also shows signal strength (in dBm, with a quality rating like Excellent, Good, or Weak) and whether you're connected on 2.4 GHz or 5 GHz.

Speed Tests Checks download speed, upload speed, and latency. Slow speeds or high latency can cause intermittent disconnections even when the connection technically works.

Mysa Services Verifies your phone can reach Mysa's cloud services (API and MQTT). Green means reachable; red suggests a connectivity issue between your network and Mysa's servers rather than a problem with the thermostat itself.

Reading the Results

  • If the Wi-Fi Connection check shows a 5 GHz band, that's likely your problem — Mysa needs 2.4 GHz. Check your router settings.

  • If signal strength is Weak, try moving your thermostat or router closer together, or address interference.

  • If Mysa Services shows red but your Wi-Fi Connection looks fine, the issue may be on Mysa's side or a firewall blocking the connection — contact support with this result.

Permission Required

The tool needs location permission to retrieve Wi-Fi network information. If prompted, allow location access so it can complete all checks — without it, some results may be incomplete.

Still Not Resolved?

Email support@getmysa.com with a screenshot of your diagnostics results, your thermostat model, and your router model.

Get Support

Email: support@getmysa.com