There are a few reasons why a thermostat might go unreachable.
The best place to start is at the thermostat’s display.
Note: If all or the majority of your thermostats are unreachable, this is normally due to the gateway unable to communicate with the Internet. Click here for troubleshooting directions.
Display is blank.
Indicates there is no power.
- Remove thermostat face plate.
- Use a volt meter and measure the voltage between R and C.
- Voltage needs to be at a minimum 21 Vac.
- If the voltage is below 21 Vac, you will need to check why the thermostat’s power source (normally the HVAC equipment) is not providing the required voltage.
Two Dots in upper left hand corner - Found a Pelican wireless network, but unable to reach Internet.
- Check that the gateway is able to connect to the Internet. Click here for troubleshooting a gateway.
- The thermostat might be talking to a “local” network, but that network cannot reach the gateway. Check to make sure no repeaters have lost power with or make sure other thermostats or devices which are being used to bridge wireless networks have not lost power.
- Check that there is at least 21 Vac between R and C. A thermostat’s display might power On with as low as 17 Vac, but this is not enough voltage for it to have a continuous wireless connection.
- Contact Technical Support.
Blinking dot in upper left hand corner - upgrading
When a thermostat is upgrading it can become unreachable until the upgrade is over. Do not do anything while a thermostat is being upgraded.
One dot and an X in upper left hand corner - unable to find and join a Pelican wireless network.
- If you have not completed your Pelican installation, install all remaining Pelican devices to complete the wireless network.
- Check that any repeaters have not lost power or another thermostat or Pelican device has not lost power that this thermostat uses to connect to the wireless network.
- Make sure there are no metal object blocking this thermostat from reaching the wireless network. This includes, but is not limited to: metal doors, metal cabinets, mirrors with metal backing, or other solid metal surfaces.
- Check that there is at least 21 Vac between R and C. A thermostat’s display might power On with as low as 17 Vac, but this is not enough voltage for it to have a continuous wireless connection.
- Contact Technical Support.
No indicators on the display, but the display is powered On.
- Check that there is at least 21 Vac between R and C. A thermostat’s display might power On with as low as 17 Vac, but this is not enough voltage for it to have a continuous wireless connection.
- Contact Technical Support.
