Why Is My Ecobee Not Responding? (Possible Causes & Fixes)

Brigid Levi
by Brigid Levi

When one smart device can talk to another, it’s just the best. Ecobee has the ability to pair with other devices like Amazon Alexa and Apple HomeKit. In addition, Ecobee has touch screen capabilities so you can interact directly with the thermostat.

But what happens if one or both of these awesome features quit working?

If Ecobee is paired to another smart device but isn’t responding to it, check the connection to your Wi-Fi or mobile app. You may have to disconnect and reconnect Ecobee from other smart devices and reboot the thermostat.

If Ecobee isn’t responding to touch but is otherwise on, reboot or reset the thermostat. The touch capabilities may be damaged if reprogramming doesn’t work.

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Touch Screen Not Responding

For any number of reasons, our smart devices freeze or suddenly become unresponsive. Ecobee is just like any other smart device in that regard. Sometimes, you’ll find the touch screen is not responding.

Usually, all Ecobee (or any smart device) needs is a quick reset. Think of the device as a person. If you are constantly going, constantly running, eventually, you’re going to crash. Just like people, smart devices need breaks in the form of resets.

How to Reset Ecobee

You would normally reset your Ecobee on the thermostat itself. However, if the touch screen is not responding, you can’t do it this way.

Instead, remove your Ecobee from the wall for at least 1 minute, and then replace it. This is known as power cycling. Removing the Ecobee from the wall forces a shut down in much the same way as when you hold down the power button on your computer.

Now that your Ecobee has been reset, it should function normally.

Power Cycling Didn’t Work

If the screen is still unresponsive after power cycling your Ecobee, the touch screen capabilities may be damaged. You’ll need to reach out to Ecobee Support for assistance.

Ecobee Not Responding to Smart Devices

Nothing is more annoying than when you ask Alexa to do something and she says, “Sorry [insert excuse here].” More often than not, there is a problem with your Wi-Fi connection if Ecobee is not responding to a smart device.

Checking your network connection should be the first step no matter which smart device Ecobee isn’t responding to. You can check the connection either from your Ecobee thermostat or from your mobile device.

It’s important to note that your router should be broadcasting from a 2.4 GHz network. With the exception of Ecobee SmartThermostat with voice control, this is the only network supported by Ecobbee.

Checking Network from Ecobee

On your thermostat, press Menu > About > Wi-Fi. This screen shows your network information. Make sure your SSID matches the one you use for your other smart devices.

If all looks as it should, then log in to your Ecobee app to make sure the thermostat is connected there as well.

Checking Network from Mobile Device

  • On your device’s main screen, open Settings.
  • Locate the line that displays the Wi-Fi On the right-hand side, you’ll see the Wi-Fi status. There are three possible choices:

    Off: Wi-Fi is currently disabled.Not Connected: Wi-Fi is on, but your device is not connected to it.Wi-Fi Network Name: The name displayed is the network to which your device is connected.

  • Make sure it’s the same network you use for your other smart devices.

Ecobee and Apple HomeKit

If you have other HomeKit accessories paired, it’s worth checking to see if they are responsive to commands. There may be a bigger network issue if none of the HomeKit-enabled accessories are responding.

1. Disconnect Ecobee from Apple Home App

If the issue is just with Ecobee, you can disconnect it from your HomeKit and reboot. From the Home screen of the Apple Home app, go to Menu > Settings > Reset > Disconnect from HomeKit.

2. Power Cycle Ecobee

Keeping it powered off, remove the thermostat from the wall for at least one minute. Replace it on the wall and allow it to fully power up. It should automatically reconnect to your Wi-Fi.

3. Re-pair Ecobee to HomeKit

Using either the Home app or the Ecobee app, re-pair your Ecobee with HomeKit. Then, adjust the temperature of your thermostat through the Home app to see if it responds.

If you continue to have response issues, contact Ecobee’s customer support team.

Ecobee and Alexa

When Ecobee and Alexa’s communication breaks down, you have to pay attention to the response Alexa gives. This determines your next steps.

The following information is relevant to Ecobee4 and SmartThermostat with voice control.

“Sorry, I need a minute.”

This message means Ecobee is having difficulty communicating with Alexa Voice Service. In addition to this message, you may also see the Alexa microphone icon with a question mark on your Ecobee.

  • Reboot your thermostat by power cycling.
  • After it’s totally powered up, reconnect to your Wi-Fi by going to Main Menu > Settings > Wi-Fi > Network. Input your home network information.
  • Check for success by giving Alexa a command.
  • If you still receive this message, unlink your Ecobee from Alexa either through the Ecobee app or the web portal.
  • You’ll be prompted to sign back into your Amazon account where you can then relink your Ecobee to Alexa.
  • Try rebooting the thermostat again after this process.

“Discovery is complete. I can’t find any devices.”

This message is generally due to an issue with the Wi-Fi connection. First, check Ecobee’s connection on the thermostat by going to Menu > Settings > Wi-Fi > Network. You may be prompted to select your network and input the password.

As mentioned above, it’s important that your router is broadcasting a 2.4 GHz network if you have an Ecobee4.

If everything is connected as it should be on both the Ecobee and the app, contact Ecobee support for further assistance.

“Sorry, device [name of device] is not responding.”

It’s possible that your Ecobee lost connection to the Wi-Fi if you receive this message from Alexa. On the thermostat, tap the Quick Changes Menu to view the connectivity. The connection strength needs to be at least 75% in order for Ecobee to function properly.

If the strength is too weak or there isn’t any Wi-Fi connection, follow this Wi-Fi troubleshooting checklist to get it back on track.

If a room sensor isn’t responding to Alexa, that particular sensor may have lost connection to the thermostat. On the thermostat, Ecobee app, or web portal, go to Main Menu > Sensors to check the connection status. If it says N/A and isn’t displaying a temperature, the connection has been lost.

This could be due to any of the following:

  • The sensor battery needs to be replaced.
  • The sensor is out of range from the thermostat. It can’t be more than 45 feet.
  • There is interference from other devices like baby monitors or cell phones.

You can delete and then re-pair the sensor. You may then need to have Alexa rediscover the device.

Related Questions

Do you still have questions regarding your unresponsive Ecobee? You’ve come to the right place! Below are some things other people asked about the function of their Ecobee. Read on for more answers.

Why does my Ecobee keep restarting?

Your Ecobee may restart if there is damage to the wiring or if the wires are incorrectly installed. If your furnace is overheating, it shuts itself down as a safety precaution. This cuts power to the Ecobee. There may also be a bigger problem with your HVAC system that requires servicing.

How long is Ecobee’s warranty?

Ecobee offers a 3-year limited warranty. For 3 years from the date of service, Ecobee guarantees no defects and will fix any issues that arise during that time.

How do I connect my Ecobee3 to Alexa?

In the Alexa app, go to Settings. In the Account section, choose Connected Home. Then, go to Device Links and choose Ecobee. Enter your Ecobee account information and authorize the Ecobee app to communicate with Amazon Echo.

How do I unlink Amazon Alexa Voice Service from my voice-enabled Ecobee thermostat?

In the Ecobee app, choose your thermostat and tap the microphone icon on the home screen. Choose “Unlink Alexa.” Follow the prompts and then confirm that you wish to unlink.

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Summing It Up

There are a few things to try on your own if your Ecobee becomes unresponsive either to another smart device or to your touch. Most of the time, it’s as simple as rebooting your Ecobee to jolt it awake.

If your Ecobee isn’t responding to another smart device, it’s most likely due to your Wi-Fi connection. Your router should be connected to the proper network and the connection strength should be 75% or more. For any connection problems, try rebooting the thermostat. You can also disconnect and reconnect the smart devices from your Ecobee.

If Ecobee’s touch screen isn’t responding, you have to power cycle the device by removing it from the wall. The thermostat needs to power up completely and should reconnect to the Wi-Fi on its own.

For any problems you can’t fix yourself, you can always reach out to Ecobee customer support for further assistance.

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Brigid Levi
Brigid Levi

Brigid Levi is a wife, mother, and freelance writer who enjoys a good DIY project and creating beautiful spaces within her home. From cleaning and organization hacks to home decor ideas, she loves helping people in their quest to turn a house into a home. Her hobbies include pretending to be Joanna Gaines while updating her home with her husband and performing in local theater productions.

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