The thermostat or sensor may not be acting as a Wi-Fi access point. Temporarily leave the Wi-Fi setup section of your mobile device and return to the start page of the configurator app. Select the appropriate product family, click Setup Wi-Fi then carefully follow the instructions to place your device into access point mode. You can then return to the Wi-Fi settings in your mobile device and should be able to select the thermostat/sensor as a Wi-Fi access point.
Note that some android models will attempt to use cellular data instead of Wi-Fi to communicate. Please disable cellular data if you experience difficulties.
The Wi-Fi connection to the device was never established or timed out. Please restart the process over again. Return to the starting page of the configurator app, select the appropriate product family, click Setup Wi-Fi then carefully follow the instructions to place your device into access point mode. You can then return to the Wi-Fi settings in your mobile device and should be able to select the thermostat/sensor as a Wi-Fi access point.
Note that some android models will attempt to use cellular data instead of Wi-Fi to communicate. Please disable cellular data if you experience difficulties.
This is normal. When the configurator app connects to the sensor, it will automatically update the firmware in the sensor if required. The sensor will turn off/on at the conclusion of this update and hence is no longer in setup mode. You will need to start the process over again.
Venstar thermostats are sold only to authorized distributors in North America. Our distributors sell our products to their dealers and contractors. Most of these dealers/contractors sell & professionally install Venstar products. A few of these dealers sell Venstar products online through their own website or through an online retailer such as Amazon. Venstar itself does not sell thermostats direct to the consumer or online.
As the manufacturer of Venstar branded thermostats we offer training and support primarily to our distributors and their dealer/contractors.
Your place of purchase should be your first avenue of support. That being said, Venstar technicians will make every effort to answer your thermostat support questions by email. From this page you may access basic troubleshooting and helpful tips.
