Use this article only when the thermostat pairing steps have been completed and the Mesh / Wi-Fi symbol flashes for a short time, then disappears and the thermostat does not pair.
This article covers situations where:
- The Mesh symbol flashes and then disappears.
- The Wi-Fi-looking symbol flashes and then disappears.
- The wireless symbol appears during pairing but will not stay on the screen.
- The thermostat looks like it is trying to pair but does not connect to the neoHub.
- The thermostat will not pair even though the pairing steps have been followed.
This article does not cover:
- The Mesh symbol staying permanently displayed.
- Pairing a neoHub to the neoApp or phone.
- Any lights on the neoHub.
- The neoHub LINK light being red, orange or green.
- The location or property showing offline in the neoApp.
When pairing, the Mesh symbol will flash while the thermostat is attempting to connect. When the thermostat successfully connects to the neoHub, the Mesh symbol will stay permanently displayed.
If the symbol flashes and then disappears, the thermostat has not connected to the neoHub.
Part 1 - Factory Reset the Thermostat
The thermostat may still have previous pairing information stored. Factory reset the thermostat before trying to pair it again.
- Use the Left / Right keys to scroll to the Power icon.
- Press and hold the Tick button until the display turns off.
- SETUP will be highlighted.
- Press and hold the Tick button for 10 seconds.
- All of the icons will appear on the display for approximately 2 seconds.
- The number 1 or 2 will then flash on the display.
- Use the Left / Right keys to select the required mode:
- Mode 1 = Thermostat
- Mode 2 = Time Clock
- Press the Tick button to confirm.
The factory reset removes the previous setup and pairing information, so the thermostat will need to be paired again.
Part 2 - Try Pairing Again
Once the factory reset has been completed, return to the neoApp and follow the thermostat pairing steps again.
Watch the Mesh / Wi-Fi-looking symbol on the thermostat.
If pairing is successful, the symbol will stop flashing and remain permanently displayed.
If the symbol flashes and then disappears again, continue to Part 3.
Part 3 - Check for Wireless Interference
If the thermostat has been factory reset and the Mesh symbol still flashes and disappears during pairing, 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.
If You Have an iPhone
- Download Airport Utility from the Apple App Store.
- Open your phone Settings.
- Locate Airport Utility and enable Wi-Fi Scanner.
- Open Airport Utility.
- Run a Wi-Fi scan.
- Take a screenshot of the results.
If You Have an Android Phone
- Download WiFi Analyzer (Open Source) from Google Play.
- Open the application.
- Navigate to Channel Graph.
- Make sure you are viewing the 2.4GHz graph.
- Take a screenshot of the graph.
Part 4 - Send the Results to Support
- Open your email application.
- Create a new email using the same email address registered to your Heatmiser Neo account.
- Send the email to support@heatmiser.com.
- Use the subject Devices Offline.
- Include:
- The Wi-Fi scan screenshot.
- A brief description of the problem.
- Confirmation that the thermostat has been factory reset and pairing has been tried again.
- 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 the thermostat.
If it still does not work, the guidance in this article has no further steps. An adviser can help further.