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.
My thermostat has disconnected from WiFi and is showing a down arrow (upside-down triangle)
To check for loss of WiFi tap the up or down arrow of Mysa. If your Mysa(s) have recently disconnected from WiFi, an upside-down triangle will show on the thermostat. If so you can re-connect to Wifi through the setup process in the Mysa App.
In the App, open the sidebar menu and tap 'Add Thermostat'. Follow the steps in the app to get it online.
This usually occurs because there is an interference between the device and the thermostat. The following are some steps to fix this issue:
- Delete the problematic thermostat from the Mysa app.
- Delete the problematic thermostat from the Apple HomeKit app (only for HomeKit users)
- Reboot the device used to connect with Mysa.
- Put the thermostat into pairing mode by performing a factory reset. Hold down the up and down arrows for 10-15 seconds. The thermostat should reboot and a smiley face should appear.
- Turn the breaker connected to the thermostat off, then back on again.
- Attempt to pair the thermostat again.
If this process fails, repeat steps 3-5 again.
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 reconnect automatically.
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, it was unable to reconnect to your Home Wi-Fi network. If your thermostat failed 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.