Description :  If you are experiencing problems with controlling your thermostat from the App on your mobile device or your App displays the Manage Devices screen when you log in then this document will explain why and help you resolve the issue.

Identifying your Connection State :

If when you log into your App on your mobile device or on the Web Based App you see one of the screens above, it means your iT500 Thermostat is currently in an ‘Offline’ state, meaning it does not have a connection to the Internet. 

On the ‘Manage Devices’ screen in the mobile device App this Offline state is indicated with a grey dot in the middle of the white circle. 

Here are a few things you can check to get your device back Online :-

1. Check the Gateway Device :

First of all, please check your Gateway Device. The Gateway is a small black and white box with an aerial and should be connected to your internet hub or router. It provides a connection for your iT500 system to the internet.

The Gateway should be setup as shown below in the diagram. 

Make sure your Gateway is connected to your Internet / Broadband Router using the black Ethernet Cable provided. Raise the Aerial to allow it to communicate with your iT500 Thermostat and then ensure the power adapter is connected securely. When all the cables are connected, the Gateway should have a green light in the corner.

 

         

2. If you have a Red Light on your Gateway :

Ensure you used the correct port on your router when you set up your Gateway. Use the following ports for your corresponding Internet Service Provider in order for your Gateway to operate correctly. 

Port 1 :   Sky Customers.
Port 2 :   Sky Q  and NOW TV Customers.                                                            Port 3 :   BT, Vodafone, Virgin, TalkTalk and PlusNet Customers.

    Note:  You may also require port 80 and port 2165 UDP open on your internet router. Please consult your                                routers operation manual or contact your ISP for details on TCP/UDP Port settings.

3. If you have no light on your Gateway :

If you are not getting a light at all on the gateway, please unplug the power lead for a couple of minutes then plug it back in. If there are no signs of any lights when you plug it back in can you please check the power source and if that is working then it may be that your gateway power adapter has failed.

4. Resetting your Gateway :

If you have got a red light on your gateway, or when you plug the power lead into your gateway it flashes for a few seconds and then you get nothing, please unplug BOTH of the cables from your gateway for ten minutes to reset the gateway device.

5. Resetting your Thermostat :

Once you have a green light on your gateway quickly remove a battery from your thermostat for a few seconds and then replace to reset your thermostat. When you replace the battery into the thermostat you will get a flashing beacon icon on your thermostat screen for a few seconds followed by a globe icon (as shown) to indicate that the thermostat now has an internet connection.

New Connection State :

Hopefully now having followed the guidelines above, you will have a Thermostat that is showing a Globe Icon on the screen, a Gateway that has a green light on it and an App or Web Based App that looks like the images above.