Thermostat Is Not Connecting or Showing Data

Section: ThermostatsCategory: TroubleshootingGuide3 min read

Summary

This article helps residents troubleshoot when a thermostat is not connecting, not updating, missing, or not showing current data in the Grata app.
Thermostat connection and data issues may be caused by building connectivity, thermostat power, device syncing, account or building permissions, hardware model, or building setup. Thermostat controls and available data may vary by building, unit, thermostat model, and enabled features. Property management or building maintenance may need to confirm hardware, HVAC, power, or access permissions if basic checks do not resolve the issue.
Check 1: Refresh the Grata app▾
  • Fully close and reopen the Grata app.
  • Confirm your phone has an internet connection.
  • Wait briefly for thermostat data to sync after reopening the app.
  • Check whether other Grata app features are loading normally.
Check 2: Confirm the thermostat appears for the correct unit▾
  • Confirm you are signed into the correct Grata account.
  • Confirm the correct building or unit is selected if your account shows more than one.
  • Thermostat access depends on your resident record and unit assignment.
  • Property management may need to confirm your unit setup if Thermostats is missing entirely.
Check 3: Check whether the thermostat is offline or delayed▾
  • Some thermostat data may not update instantly in the app.
  • Connection can depend on building network, device power, HVAC equipment, and thermostat model.
  • If the thermostat appears offline for an extended period, building maintenance may need to inspect the device.
Check 4: Confirm the thermostat has power▾
  • If the in-suite thermostat screen is blank or the device appears powered off, there may be a power, battery, wiring, or HVAC equipment issue.
  • Follow your building's maintenance procedures rather than opening or servicing thermostat hardware yourself.
Check 5: Why controls may be limited▾
  • Some buildings limit thermostat modes, schedules, temperature ranges, or fan controls.
  • Available controls may depend on property settings, HVAC season, thermostat model, and building configuration.
  • The Grata app displays the controls available for that unit and building — not every resident sees the same options.
When to contact property management or maintenance▾
  • Contact property management or building maintenance if the thermostat is missing, offline for an extended period, physically blank, not responding, or showing incorrect unit information.
  • The property team may need to confirm device assignment, HVAC status, power, wiring, or resident permissions.
  • Urgent heating or cooling issues should follow your building's urgent maintenance process.
Connection issue

The app may show this message when thermostat data cannot be retrieved.

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