Articles in this section

See more

My Thermostat Is Not Pairing to the app / neohub

  • Updated
Follow

This article covers situations where:

  • My thermostat is not pairing.
  • My thermostat will not pair to the neoHub.
  • My thermostat won't connect to the neoHub.
  • The app cannot find my thermostat.

This article does not cover:

  • Pairing a neoHub to the app or phone.
  • Any lights on the neoHub.
  • The neoHub LINK light being red, orange or green.
  • The location or property showing offline in the app.

If your location or property is offline, or the neoHub is not connected to the app, please use the appropriate neoHub troubleshooting article instead.

Part 1 - Check Compatibility

  1. Check the model number on the back of the thermostat.
  2. If the thermostat is a:
    • neoStat V3
    • neoAir V4
    • neoPlug V2
  1. Check the label on the back of your hub.

  2. If your hub is a:

    • neoHub (Gen 1, White Box, neoHub)

    Then these devices are not compatible with that hub and a newer neoHub will be required.

  3. If you have a:

    • neoHub Gen 2 (Generation 2, Gen 2, neoHub-Gen2)
    • neoHub Gen 3 (Generation 3, Gen 3, neoHub-Gen3)

    Continue to Part 2.

  1. If your thermostat is not one of the models listed above, continue to Part 2.

Part 2 - Basic Checks

  1. Move the neoHub away from your router. Do not have the neoHub sitting directly on top of the router.
  2. Turn off any Wi-Fi extenders, boosters, mesh nodes or access points in the property.
  3. Wait a few minutes to see if the thermostat comes online.
  4. Reboot the neoHub by removing the power lead and plugging it back in.
  1. Allow the neoHub a few minutes to fully reconnect before checking again.
  2. If the thermostat is still not pairing or remains offline, continue to Part 3.

Part 3 - Check For Wireless Interference

  1. Close the Heatmiser Neo app.
  2. Perform a Wi-Fi scan of your property.

If You Have An iPhone

  1. Download Airport Utility from the Apple App Store.
  1. Open your phone Settings.
  2. Locate Airport Utility and enable Wi-Fi Scanner.
  3. Open Airport Utility.
  4. Run a Wi-Fi scan.
  5. Take a screenshot of the results.

If You Have An Android Phone

  1. Download WiFi Analyzer (Open Source) from Google Play.
  2. Open the application.
  3. Navigate to Channel Graph.
  4. Take a screenshot of the graph.

Part 4 - Send The Results To Support

  1. Open your email application.
  2. Create a new email using the same email address that is registered to your Heatmiser Neo account.

  1. Send the email to:

    support@heatmiser.com

  1. Use the subject:

    Devices Offline

  2. Include:
    • The Wi-Fi scan screenshot.
    • A brief description of the problem.
    • Confirmation that you have completed the steps in this article.
  3. Send the email.

What Happens Next

The support team will review the Wi-Fi scan and check for interference between the neoHub Zigbee network and your property's 2.4GHz Wi-Fi network.

If excessive congestion or channel overlap is found, the support team can often adjust the neoHub Zigbee channel or provide further guidance to improve communication between the neoHub and your thermostats.