Windows 8.1 and 10 have disabled the feature to connect to ad hoc networks from the network browser. There is a workaround to allow ad hoc networks to be created which can be found here.
Press and release the up and down arrows simultaneously.
Check the power supply to ensure the thermostat is getting the proper voltage (about 24 volts). The red wire from the backplate and the red wire from the thermostat cable must both be in the R terminal. The black wire from the backplate and the common (color varies) wire from the thermostat cable must both be in the 24V(c) terminal.
Make sure the thermostat is out of the ad-hoc network state (netx-setup) and on the network you are connected to.
In your web browser address bar enter the thermostat IP address followed by “/configcc.htm”. Clear the text boxes following “Server” and “Port”, then set the value in the box following “Interval” to 0. Press the “Update” button on the bottom of the menu and the values will save.
Make sure that you have set up an account and that it is not expired. Make sure you are entering the correct email and password. If you cannot remember your password hit the "forgot password" button on the login page. If you have confirmed that the login credentials are correct, contact support and let them know you are having an issue.
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.
First, check to make sure that your scheduled setpoints are within 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.
Check to make sure you are on the same network. If the green LED on the backplate of the thermostat is solid then it is connected to a network, your router settings may be preventing the Device Explorer from detecting the thermostat.
In order for the occupancy sensor to switch the thermostat into occupied mode the override timer in the thermostat configuration must be set to greater than 0:00. This setting can be found on the configuration page.