When you have a neoHub
This means that the neoHub is online, however the thermostats are offline.
If you see this on the App, try these troubleshooting steps:
- Make sure that the thermostats are showing a display on them, if all the displays are blank, it could be a common power supply issue going to the thermostats. See All of my thermostats are blank.
- Move you neoHub away from your router, do not have it sitting on top of the router.
- Turn off any WIFI extenders or boosters in the property and wait a couple of minutes to see if the thermostats go online again.
- Reboot the neoHub by taking the power lead out of the neoHub and back in again. Wait for a couple of minutes for the neoHub to fully reboot to connect again before checking.
- We need you to do a WIFI scan of your network at your property, therefore close down the Heatmiser Neo App.
- If you are using iOS (Apple phone)
- Download Airport Utility from Apple Store
- Go to General settings and Airport Utility and enable WI-FI scanner
- Open Airport Utility and run a WI-FI scan and send a screenshot of what you see, send the email from the address you use to log into the Heatmiser Neo App.
- If you are using Android
- Download WIFI Analyser (open source) from Google Play
- Open it up and go to Channel graph and send a screenshot to us from the email address you use to log into the App.
- If you are using iOS (Apple phone)
- Take a screenshot of what you are seeing
- Send an email to support@heatmiser.com with the following information, you need to use the email address you have registered the Heatmiser Neo App with
- Subject: Put Devices Offline
- Content: Paste the screenshot into the email
- Put a brief note of what the issue is
- Send the email
- The Support team will check if they can see a signal conflict between the neoHub Zigbee channel and your own 2.4GHz. We can either change the channel of the neoHub ourselves, if there looks like there is too much congestion, we will email you back with further instruction.