6
SERVER ISSUE TROUBLESHOOTING
STRATA_HEAT™ Wi-Fi Thermostat won’t connect to the
MySTRATAHEAT Server
1.
If an error symbol appears on the thermostat screen and you have not
registered an account on mystrataheat.com, please go to
mystrataheat.com and register your new STRATA_HEAT™ Wi-Fi
Thermostat. If you did not keep a note of your device number which
will be needed for registration, you can find it by pressing
Menu,
Settings, Advanced Settings, About
and then
Info
, your device
number will be here.
To register you go to mystrataheat.com and click register and enter your
details. You will receive a confirmation email once you setup an account.
Click on the link in the email and log into mystrataheat.com.
To set up your room click the '+' icon to add a room. Here you enter
details of your installation and your device number. Once the room has
been added, the error symbol will be removed.
2.
If after registration the error symbol remains, then “power cycle”
the thermostat. There are 2 screws to the left and right of the standby
button, unscrew and remove the front fascia. Leave for 10-15 seconds
and reattach.
3.
If the “power cycle” did not work, please reboot/restart your router.
4.
If you still cannot connect to the server it may be that your router
needs to be updated. Please contact your internet service provider/
router manufacturer to see if your router needs to be updated to the
latest firmware.
5.
If after these steps you still cannot get connected you may have
problems with your router or a firewall in place that is preventing a
successful connection – please contact LATICRETE (http://www.laticrete.
com/contact-laticrete/) with details of your system setup, including
router model, internet supplier and any 3rd party firewall and anti-virus
software you have installed and we will investigate your problem.
You can now begin programming
the STRATA_HEAT Wi-Fi Thermostat
You can now begin programming
the STRATA_HEAT Wi-Fi Thermostat
YES
6
STRATA_HEAT™ Wi-Fi Thermostat
won’t connect to LATICRETE Server
Is the STRATA_HEAT Wi-Fi Thermostat
registered on mystrataheat.com?
Remove the front fascia and after 10-15 seconds
reattach does the error go?
On mystrataheat.com portal if you
delete the room and re-add the device
does the error go?
Customer will have to contact their ISP/router
manufacturer. It may be that your router
needs to be updated. Is the router updated to
the latest software?
You can now begin programming
the STRATA_HEAT Wi-Fi Thermostat
Update router firmware
Go to mystrataheat.com and
register the device
If you reboot/restart your router
does the error go?
NO
NO
YES
NO
YES
YES
NO
NO
YES
Get the make and model of the router
and we will investigate further
