Installation

Provisioning error

If you’re having trouble connecting your Sensi to Wi-Fi, and you see this error message, here are some troubleshooting steps to take:

Reboot your home router

There may be an issue with your router, and the first step to try is just power cycling your router.

• Go over to the router and remove the power cord from the wall. You should see all the lights go out.
• Wait 2-3 minutes.
• Insert the power cord back into the wall.
• Wait another 2-3 minutes for your router to boot back up.
• Check your phone’s Wi-Fi Settings and make sure your Wi-Fi network shows up again. You should be connected to it, and then go to a web browser and make sure you have internet access again.
• Once you have verified internet access, open the Sensi app and attempt setup again.

Turn Off Mobile Data or Switch to Mobile Data

On Android phones, Wi-Fi networks with poor internet connections are typically disconnected. The Sensi network does not have an internet connection, but you have to connect to it for setup purposes. For this reason, you may need to turn off Mobile Data and/or an advanced Wi-Fi option that switches to other networks automatically.

• On your Android, tap Wi-Fi.
• Tap Advanced Wi-Fi.
• Look for settings called “Smart Network Switch,” “Switch to Mobile Data” or “Avoid poor connections.” If you see any of those settings, make sure they’re turned off while you connect Sensi to Wi-Fi.
• Go back to your main Settings.
• Tap Connections.
• Tap Mobile or Mobile Networks.
• Toggle Mobile Data off. This turns off cellular data use while you connect Sensi to Wi-Fi. You can turn this back on once you finish setup.
• After you’ve turned both settings off, make sure to close out the Sensi app and reopen it before attempting setup again.

Reboot your phone

Power cycle your phone by finding the power button and rebooting.

Reboot the thermostat

Pull the thermostat off the wall, pull the batteries out, wait until the screen goes blank, and then reinsert the batteries. Push the thermostat back on the wall. Once the thermostat comes back up, try setup again by using the Sensi app.

Router settings

Make sure that your router has the recommended settings to connect to Sensi. Make sure that you don’t have any high firewall or parental controls. Make sure your security is set to WPA2, and that, if you have a dual band router, both the 2.4GHz network and the 5GHz network have unique SSIDs/passwords. Sensi is only compatible with 2.4GHz networks.

Check out our recommended settings here.

If your router is provided by your Internet Service Provider, you can give them a call, provide them with this list of settings, and they should be able to configure your router so it is set up properly.