Do I need to port forward my thermostats?

You will only need to port forward your thermostats if you are going to try to access them from outside the LAN and want to communicate directly with them. If you are unfamiliar with how to do port forwarding you can go to for step by step instructions.  If you cannot find instruction on for your router refer to the users manual or another online source for instructions.

I changed routers and now I can’t see my thermostats on my network, how do I fix this?

If your router credentials changed then the thermostats will not have the correct login info to connect to it. There are multiple ways to fix this problem. The easiest way to fix it if you have many thermostats is to change the security type, SSID and password of the new router to the same security type, SSID and password as the old router. This will allow the thermostats to reconnect without having to adjust the settings.

Why can't I see my devices on the DirectConnect page?

In order to use our DirectConnect service you will need to make sure you have claimed your devices and entered at least a state and zip code in the address field. Use the same login credentials on the DirectConnect page as you used to claim the device.

How do I get my CloudConnect login credentials?

You must first register your thermostat under the configuration tab in either a browser or the Command Center. The information you used to register your device will be your login for the CloudConnect site. If you have more than one thermostat it is recommended that you register all of them with the same credentials.

Why am I getting a message in the IP-Command Center, when I try to set schedules, that says I am outside my heat and cool parameters?

First, check to make sure that your scheduled setpoints are within the the min/max cooling and heating setpoints on the configuration page. If this is correct then check your inactive schedules to make sure they are within the min/max cooling and heating parameters. Even if the schedules are inactive, it could cause an issue if the parameters are outside the min/max setpoints.

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