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Thermostat (neoStat or neoAir) Will Not Pair to the neoHub or Shows Offline

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Use this article only after the thermostat pairing steps have been completed and the thermostat still will not pair, or when a thermostat that was previously worked now shows offline.

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 neoApp cannot find my thermostat.
  • My thermostat is showing offline in the neoApp.

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 neoApp, please use the appropriate neoHub troubleshooting article instead.

Part 1 - Check Compatibility

If the thermostat is a neoStat V3, neoAir V4 or neoPlug V2, and the hub is a neoHub Gen 1 (White Box / neoHub), the devices are not compatible and a newer neoHub is required.

If the hub is a neoHub Gen 2 or neoHub Gen 3, or the thermostat is a different model, continue to Part 2.

Part 2 - Basic Checks

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

Part 3 - Check for Wireless Interference

If the thermostat is still not pairing after completing Parts 1 and 2, the next step is to check for wireless interference.

If you are currently speaking to support by telephone, ask to be transferred to an adviser who can assist further.

If you are not on a call, continue below and send the scan results to support.

  1. Close the neoApp.
  2. Perform a Wi-Fi scan of your property.

If You Have an iPhone

  1. Download Airport Utility from the Apple App Store.
  2. Open your phone Settings.
  3. Locate Airport Utility and enable Wi-Fi Scanner.
  4. Open Airport Utility.
  5. Run a Wi-Fi scan.
  6. 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. Ensure you are viewing the 2.4GHz graph.
  5. 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.

  3. Send the email to:

    support@heatmiser.com

  4. Use the subject:

    Devices Offline

  5. Include:
    • The Wi-Fi scan screenshot.
    • A brief description of the problem.
    • Confirmation that you have completed the steps in this article.
  6. 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.

If it still does not work, the guidance in this article has no further steps. An adviser can help further.