With Apple HomeKit, trying to connect your Mysa reads “Updating” and eventually “Not Responding”

 

What does this mean?

It means that there is an issue with the way your Mysa is interacting with the HomeKit smart home ecosystem. This is most common with Mysa for Baseboard Heaters V1 but can show up while using our other products. 

 

Here’s how Mysa works with HomeKit! 

Your Mysa connects to your WiFi network, interacts with our servers, and allows you to access all of your Mysa’s smart features!

With Apple HomeKit, things are a little different. HomeKit allows you to set up your Mysa through their ecosystem - effectively bypassing the Mysa app and ecosystem. This means HomeKit users can take control of smart home devices through the platform in a way that gives HomeKit complete control.

While most of Mysa’s features are directly translatable to HomeKit, there are a number of things that may affect the optimal performance and connectivity of your Mysa.

 

Apple HomeKit and Mysa limitations

  1. HomeKit allows your Mysa to be connected to a local networking setup (commonly called LAN) without an external internet connection. Because of this, your Mysa device may not receive updated firmware, or the update may be delayed - especially if you have set up a firewall within your HomeKit settings that does not allow your Mysa to connect to our servers.

  2. Four different software releases may need to be aligned for optimal Mysa and HomeKit use: Mysa device firmware, Mysa app updates, HomeKit updates, and, in rare circumstances, your router’s firmware. These may need to be consistent to ensure proper functionality.

  3. HomeKit further integrates with platforms like HomeAssistant. Because Mysa does not currently natively support these platforms, some functionality may be lost or disrupted.

  4. Specific app features, like Energy Charting, have no equivalent in HomeKit. Because of this, you’ll need to use the Mysa app to view your usage.

  5. Mysa for Baseboard Heaters V1 uses an older version of our networking chip. Because of changes to Apple HomeKit’s protocols over the past couple of years, more connectivity issues have arisen with this particular model. This is still very rare, but more common than with newer Mysa products.

 

General Networking and Hardware Troubleshooting Tips

Ensure that you are using a dedicated 2.4 GHz network when connecting your Mysa devices to HomeKit. When using Mysa with other types of networks, it can lead to both immediate and longer-term connectivity issues.

Some examples:
Merged network: A merged network has both 2.4 GHz and 5 GHz bands available, but switches to the “best” option automatically. Because Mysa does not work with a 5 GHz network, this can sometimes lead to issues. Very few routers actually limit the ability to set up a dedicated 2.4 GHz option, so please check your router’s set-up and troubleshooting support guides for the best way to do this. Newer merged networks are much less likely to run into issues - but if you have an older or earlier model of a merged network router, this could be the source of your HomeKit connectivity issues.

Mesh network: A mesh network is a group of devices that act as a single WiFi network. There are multiple sources of WiFi around your house, instead of just a single router. These additional WiFi sources are sometimes referred to as “Access Points” or simply “Points”.

Both of these network setups may initially work with Mysa, but also may be a barrier when you set up your Mysa for the first time. These setups may also be the cause of long-term connectivity issues like frequent drops or timeouts. 

 

Troubleshooting Tips

  1. Restarting Your iPhone
    Turn OFF your iPhone (not simply restart), wait around 30 seconds, and turn it back ON.

  2. Rebooting Mysa
    A number of HomeKit issues can be resolved by simply rebooting your Mysa. The steps listed here will solve most issues with HomeKit connectivity:

    For Mysa for Air Conditioners and Mini-Split Heat Pumps, unplug the power cord for your Mysa from its power source, wait around 30 seconds, and plug it back in. 

    For Mysa for Baseboard Heaters V1/V2 and Mysa for In-Floor Heating, this can be done by:
    1. Flipping the breaker controlling your Mysa OFF, waiting around 30 seconds, and flipping it back ON.

      Warning! High Voltage!!
      Any work with high voltage equipment can be dangerous or even fatal if you do not take proper precautions. You should never work with live wires.

      OR

    2. Removing the faceplate on your Mysa. Follow the steps below:
      1. Unscrew the faceplate - there’s a small screw at the bottom of your Mysa.
      2. Carefully slide off the faceplate. Keep it unattached for 5-10 minutes.
      3. Carefully reattach the faceplate.
      4. Be careful not to bend the pins that connect it to the base of your Mysa!
      5. Your Mysa will take a few seconds to reboot.

  3. Rebooting your Router
    HomeKit disconnections or unresponsiveness can happen if you have a lot of smart home devices in your HomeKit setup, or even just connected to your home’s network (phones, computers, smart TVs, etc). Sometimes rebooting your router may help. Unplug your router for 30 seconds, plug it back in, and wait for it to boot up.

  4. Deleting from HomeKit and Re-Adding It
    If your Mysa is showing as online in the Mysa app, but is unresponsive in HomeKit, you can delete your Mysa from the Home app and re-add it. You will need the QR code that’s included in your Mysa’s packaging, or the 8-digit PIN located on the back of your Mysa’s faceplate.
    Please follow these steps in your Home app:
    1. Tap on the Offline Unit in HomeKit to access the Settings.
    2. Scroll down to the bottom and tap on Remove Accessory.
    3. Then tap the + icon on the top right and select Add Accessory. 
    4. Scan the QR code or tap on More Options to choose the accessory (your Mysa) that you want to reconnect. If you choose More Options, this will require the 8-digit PIN associated with this device.
    5. Complete the rest of the HomeKit instructions as shown.
    6. Your Mysa should now show as online in your HomeKit app.

  5. Resetting Your Mysa’s Connection in iOS
    Disclaimer: This is only recommended as a last resort. Although this may fix your issue, HomeKit has a known bug that can actually make connectivity problems worse and the re-pairing process more difficult.

    If you are still experiencing issues with your Mysa and HomeKit, starting fresh and resetting your Mysa in the HomeKit app is the next thing we recommend. To reset your Mysa and reconnect it to HomeKit please follow these steps:
    1. Disable home data for Mysa on your iPhone.
      • Go to Settings on your iPhone
      • Scroll down to Mysa
      • Tap Disable Home Data
    2. Delete the Mysa thermostat from the iOS Home app. Make sure NOT to delete the thermostat from the Mysa app. This is important!
    3. Put your Mysa into WiFi Pairing Mode by holding the arrows on the display of your Mysa for 10 seconds.
    4. Follow the pairing process in the iOS Home app.
    5. After letting your Mysa connect to the internet and download the Mysa firmware, your Mysa should show as connected in both the iOS Home app AND the Mysa app.
    6. Return to the iOS Settings and turn back on Home Data under the Mysa menu. 

 

Other Troubleshooting Suggestions

Are you having issues using the QR code, or is the NFC pairing process failing? Consider using the 8-digit PIN instead.

 

Do you have several iOS devices connected to your network? In some cases, more than 8-10 connected devices can cause issues with non-iOS devices using HomeKit.

 

For some HomeKit features, you may be using an Apple Home Hub, Home Hub Mini, Apple TV, or other similar Apple products. Multiple hubs on the same network can sometimes lead to connectivity issues with smart home devices, like your Mysa. You may want to try resetting your Apple Hub devices if you use them in your HomeKit setup. 


Check your phone's firmware version. As of June 2022, Mysa requires a minimum of iOS 12.4.  

 

Still having issues? Perform the Network diagnostic test below and Reach out to our all-human Customer Experience team with the code provided!

 

Network Diagnostic Tool

Mysa has partnered with RouteThis Helps, a third-party network diagnostic tool, to help you troubleshoot pairing, WiFi, and general connectivity issues. This tool uses your phone to judge signal strength and the information that your router sends to your Mysa.

  • Download the App

  • Run scan

    • When the App prompts for a code, please type "MYSA."

    • Place your phone/tablet next to the Mysa you are having issues with. Please stay within close range during the scan. 

    • Press the 'I Moved It' button and confirm you've moved closer to the affected device.

    • The scan will take about 2-3 minutes.

  • Send Key

    • Once the scan is complete, it will produce a key. It will be 9 digit string of letters and numbers. Please copy that key.

    • Send your key to the Mysa support team here.

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