Support for Skyport Mobile

Frequently Asked Questions

TThere is nothing that can be done via your mobile device to address this issue.  You will need physical access to the thermostat.  There are many things that can cause the thermostat to go offline and troubleshooting can be a challenge.  One thing to be aware of is that none of the Venstar connected thermostats require skyweb access to function.  The thermostat (if powered) will still be controlling the space to the last mode/setpoints and running a schedule normally if it was in that mode.

We find that wifi connectivity is far less reliable when the wifi signal strength drops below 60%.  You may check the received signal strength at your thermostat via

  • Colortouch: menu > wifi > wifi status
  • Explorer Mini: press FAN until ‘wireless setup’,  then MODE, then UP until ‘SIGNAL STRENGTH’
  • Explorer: press ACCESSORY SETUP, then MODE, then UP until ‘SIGNAL STRENGTH’

If the indicated signal strength is below 60%, try moving the router closer to the thermostat or placing it in a more open area with fewer obstructions.

Things to try to get the thermostat online :

  • Cycle power to the thermostat and your wifi router
  • If the thermostat shows that it is connected to wifi but not to skyweb
    • Ensure that the wifi router has internet access
    • If a colortouch model with wifi key, ensure that the thermostat firmware is at least 4.00 or above (menu > information > my thermostat, something like VH4.08 in the lower left)
    • The thermostat may have been deleted from your Skyport account.  Try requesting a new pairing code.  If one is issued, pair with skyweb.  If you receive a -501 error (colortouch) or no pairing code is issued from other models, the thermostat is still paired to an account.
    • Skyweb outages are very rare but possible.  If not resolved within a few hours, contact venstar support to inquire about Skyport status
  • If cycling the router and thermostat have not restored wifi connection, please perform the wifi setup procedure for your model

You can change the email address associated with your Skyport account by clicking on the three horizontal lines in the upper left of the weather section, then click on your name then click Change Account Email.  To authenticate this process, skyweb will send an email to the currently registered email address for verification. If you no longer have access to that email account, you must factory default all thermostats, connect them to your wifi network, and then pair to the desired Skyport account with new pairing codes.

The app opens and immediately closes or cannot connect to skyweb even with the correct password

The mobile app may need to be updated.  Please delete the app, then reinstall it from the appropriate app store.

If you know your current password and simply want to change it, click on the three horizontal lines in the upper left of the weather section, then click on your name then click Change Password.  If you have forgotten your password, restart the app, click SIGN IN and then the Forgot your password link.  That will send a reset password link to the email address you specify. Note that if you get Failed to send password reset link, it is because there is no valid Skyport account for the email address you specified.

Thermostats will be set to away mode when all participating mobile devices leave the configured geofencing area. If one stays behind, stats will not change away state.

This is dependent on the internet connectivity of the mobile device. Even though the mobile device might trigger away state change, it may take time to transmit to the thermostats over the cloud. It is also good to note that if the geofencing radius is too small and the internet connectivity is spotty (app runs in the background, so mobile operating system needs to schedule execution), switching away state on the thermostats might not be at optimal time. Suggested usage is to use geofencing with reasonable radius to allow enough time to thermostats to make the location comfortable.

Click on the three horizonal lines in upper left of weather section, then click on Locatioin Settings and Geofencing at the bottom of the screen.  Check the Address field for the correct zip code. If incorrect, please correct your address.  Note that skyweb obtains all weather data from a third party service and is not responsible for its accuracy.  If the supplied weather information is wrong, please try selecting a nearby zip code to see if the issue resolves.

Click on MORE icon at bottom of thermostat tile, then click Runtimes.  There you can see runtime for current day, prior week and running 3 months.  Note that runtime values depicted are not updated in real time throughout the day.  The reporting rate from thermostat to skyweb varies by model and may have several hours of delay.  But runtimes of prior 14 days will be accurate.

Cooling or heating values are accumulated for ANY stage of equipment demand.  Extra runtime is not added when a second equipment stage runs.


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.