Support for ColorTouch

Frequently Asked Questions

Before performing calibration, please allow your thermostat to have been powered for at least an hour in the location of intended use. It is best to perform calibration when the HVAC equipment is idle so that airflow does not alter readings. The thermostat vents internal heat from slots at the top of the thermostat so please place your measurement instrument as close to the lower left corner of the thermostat as practical to be near the internal sensor.

Menu > settings > installation settings > sensor settings > calibrate sensors will allow calibration of the internal thermostat sensor and optional wired or humidity sensor.

The thermostat is powered directly by the HVAC unit and should be receiving 24V AC across the R and C terminals of its baseplate. Very low likelihood possibility that popping the thermostat off of the subbase for a few seconds then putting it back on might restore proper operation.

Check the circuit breaker for the unit and make sure it has not been tripped. If the air filter has been replaced recently, make certain that the furnace panels are all secure. If you cannot find anything obvious, we would suggest reaching out to a local licensed heating / air conditioning company for assistance.

This happens when the thermostat cannot communicate with the skyport server. The thermostat may have lost connection to your wifi network or have some other issue that causes skyport to reject a connection.

  • Check your wifi status (menu > wifi > wifi status). If the signal strength is 0 or you don’t see an IP address, please restart your wifi router followed by restarting the thermostat (menu > settings > installation settings > restart thermostat). If this does not restore a wifi connection, if possible, try connecting to a different access point or mobile hotspot to determine if the issue relates to the thermostat or your network
  • If the wifi connection is good, please check the time/date on your thermostat (menu > set time & date). If the date is too far off from the actual date, please adjust it and retry connecting to skyport. Also, make certain that your router is connected to the internet.

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 skyport 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%. Please check the signal strength using menu > wifi > wifi status. 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 cycling power to the thermostat isn’t practical, you may also use menu > settings > installation settings > restart thermostat
  • If the thermostat shows that it is connected to wifi but not to skyport

    • Confirm that the wifi router has internet access
    • Check that the time/date is fairly accurate. If the date is off by a few years, there is a chance that skyport will not communicate with the thermostat
    • If your thermostat uses a wifi key, ensure that the thermostat firmware is at least 4.00 or above (menu > information > my thermostat, something like VH4.08 shown in 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, please refer to other FAQ. If ‘device is already paired with a Skyport account’, the thermostat belongs to some account (hopefully yours).
    • Skyweb outages are very rare but possible. If not resolved within a few hours, contact venstar support to inquire about skyport status
  • If cycling power to the router and thermostat have not restored wifi connection, please perform the wifi setup procedure for your model

There is no procedure for removing a thermostat from an account without involving the account owner. However, you can totally erase the memory of your thermostat which makes it as if brand new and not belonging to any skyport account. Menu > settings > installation settings > factory defaults will do this. Afterwards, you will be prompted to enter your wifi network information and then be prompted to add this ‘new’ thermostat to your skyport account. If you miss that initial skyport pairing option, menu > skyport > skyport account is always available. The prior owner will simply see the thermostat reporting as offline and will have zero access to your thermostat.

Log onto your account via browser and confirm that the zip code shown under your account name toward top left of screen is correct. If not, click on the Location Settings and Geofencing link and 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

Residential models support a feature called Smart Fan that instructs the thermostat to turn the fan on for a specified time at the top of each hour between certain hours. Look at menu > Fan Settings to see if you have enabled Smart Fan. Adjust the settings as required.

Skyport connected thermostats will constantly try to connect to the Skyport Cloud Services servers, if you successfully configured a WiFi connection and the Skyport option is enabled. An unsuccessful connection attempt will cause your thermostat to schedule a retry a few minutes later.

Please use the following check points to eliminate any network issues preventing your thermostat connecting to the Skyport Cloud Services servers

  • Check your internet service status by connecting your wifi enabled device (smart phone, tablet or a laptop) to your WiFi access point and navigate to a known website like google.com using a browser.
  • Check the Skyport Cloud Services status by connecting your wifi enabled device (smart phone, tablet or a laptop) to your WiFi access point and navigate to Skyport Cloud Services website from venstar.com using a browser.
  • For corporate networks, check your router's firewall settings. Certain firewall settings can prevent the thermostat from connecting to the Skyport Cloud Services servers. Skyport connected thermostats require that outbound TCP ports 9001, 9002, and 41414 not blocked to allow sucessful secure connection to the Skyport Cloud Services servers.

If you get the following message while updating your ColorTouch Assistant:

"This application cannot be installed because this installer has been mis-configured. Please contact the application author for assistance."

Please go to the ColorTouch Desktop App web page and perform a manual install of the newest version.

  • The SD Card needs to be between 2GB and 8GB
  • We recommend this SD Card
  • The SD card needs to have the FAT32 file system
    • To check if it is FAT32 file system
      • Insert the SD card into the computer
      • Click the start orb, then select Computer
      • Right-click on the SD card, and select properties imgae
      • The text next to File system should say FAT32 if that is the current file-system on your SD card. If you have anything other than FAT32 you must reformat the SD card
    • How to format SD if not FAT32
      • If it is does not have the FAT32
        • On Windows
        • Insert the SD card into the computer
        • Click the Start Orb, and then select Computer
        • Right-click on the SD card and select Format...
        • Make sure that under File System it says FAT32(Default)
        • Uncheck the Quick Format checkbox imgae
        • Click start
        • The Formatting utility will now warn you that formatting the SD card will remove all information on the SD card.  Click Ok. imgae
        • The formatting will take a few minutes. When completed click OK and then Close imgae
        • Now try using the ColorTouch Desktop app to upload your settings/firmware to the SD card, and then using it once more in the thermostat
  • If you have used your SD card in other devices (Camera, phone, etc..)
    • You need to format the card to FAT32 format.
    • How to format SD Card
      • On Windows
      • Insert the SD card into the computer
      • Click the Start Orb, and then select Computer
      • Right-click on the SD card and select Format...
      • Make sure that under File System it says FAT32 (Default)
      • Uncheck the Quick Format checkbox imgae
      • Click start
      • The Formatting utility will now warn you that formatting the SD card will remove all information on the SD card. Click Ok. imgae
      • The formatting will take a few minutes. When completed click OK and then Close imgae
      • Now try using the ColorTouch Desktop app to upload your settings/firmware to the SD card, and then using it once more in the thermostat
  • SD Card and SkyPort Key are not the same. The SkyPort Key does not work as an SD card and will not be recognized in a computer. You cannot download firmware or settings onto your SkyPort Key on a computer and transfer it to a thermostat.

Skyport connected thermostats will constantly try to connect to the Skyport Cloud Services servers, if you successfully configured a WiFi connection and the Skyport option is enabled. An unsuccessful connection attempt will cause your thermostat to schedule a retry a few minutes later.

Please use the following check points to eliminate any network issues preventing your thermostat connecting to the Skyport Cloud Services servers.

  • 1 Check your internet service status by connecting your wifi enabled device (smart phone, tablet or a laptop) to your WiFi access point and navigate to a known website like google.com using a browser.
  • 2 Check the Skyport Cloud Services status by connecting your wifi enabled device (smart phone, tablet or a laptop) to your WiFi access point and navigate to Skyport Cloud Services website from venstar.com using a browser.
  • 3 For corporate networks, check your router's firewall settings. Certain firewall settings can prevent the thermostat from connecting to the Skyport Cloud Services servers. Skyport connected thermostats require that outbound TCP ports 9001, 9002, and 41414 not blocked to allow sucessful secure connection to the Skyport Cloud Services servers.

Symptom:  This is usually caused by a high temperature safety limit opening on the furnace. When the safety opens, the furnace shuts off the burners and disconnects the 24VAC to the thermostat causing the thermostat clock to stop.  In order to cool down the heat exchanger, the furnace blower will remain energized for approximately 15 minutes before restoring power to the thermostat and, if there is still a call for heating, allowing the furnace to re-energize.  In this situation homeowner may never notice a problem, except that the clock will be off by the number minutes power was disconnected.

Correction: Determine what is causing the high temperatures to occur - dirty filter, etc.

Symptom:  When the thermostat is placed on a wall that has no insulation, air will often blow on the thermostat sensor from behind the wall.  This air will remain the same temperature even though the space temperature is being heated or cooled.

Correction: Insulate the hole behind the thermostat with insulation, spray foam, or even duct tape - whatever will stop the airflow from behind the wall.

Symptom #1: This usually occurs when a gas/electric thermostat is attempting to control a heat pump system.

Correction #1: If your thermostat is heat pump compatible, follow the instructions below to program the thermostat for heat pump operation.  This will entail changing the jumper settings on the thermostat circuit board or selecting heat pump operation in the advanced setup programming.

Jumper Setting – Pull your thermostat away from the sub-base.  The jumpers will be located in the upper right hand corner of the circuit board.  Locate the middle jumper that can be set for GAS or HP operation.  Place the jumper on the two pins closest to HP.

Advanced Setup – Press the MODE and PROGRAM or MODE and FAN buttons to enter advanced setup.  Then press the MODE button repeatedly until HP appears in the middle of the screen.  Press the UP button so that ON is displayed.  Press PROGRAM or MODE and FAN to exit advanced setup.

Symptom #2: This may also occur when the reversing valve setting of a heat pump compatible thermostat has been programmed incorrectly. 

Correction #2: Follow the instructions below to program the thermostat for the correct reversing valve setting.  This will entail changing the jumper settings on the thermostat circuit board or selecting the operation in the advanced setup programming.

Jumper Setting – Pull your thermostat away from the sub-base.  The jumpers will be located in the upper right hand corner of the circuit board.  Locate the bottom jumper that can be set for O or B operation.  Place the jumper on the two pins closest to the correct reversing valve setting.

Advanced Setup – Press the MODE and PROGRAM or MODE and FAN buttons to enter advanced setup.  Then press the MODE button repeatedly until HP appears in the middle of the screen.  Now press the MODE button once.  ‘O’ or ‘b’ will appear on the display.  Press the UP or DOWN button to display the correct reversing valve setting.  Press PROGRAM or MODE and FAN to exit advanced setup.

NOTE:  If your system is a commercial heat pump, then the thermostat may not need to be programmed for heat pump operation.  Commercial heat pumps usually require gas/electric thermostats for proper operation.  If the terminal connections in the equipment do not have an ‘O’ or ‘b’ terminal, but do have a ‘W1’ or ‘W’ terminal, then a gas/electric thermostat will most likely be required.

Symptom: This usually occurs when a heat pump thermostat is attempting to control a gas/electric system

Correction: If your thermostat is gas/electric compatible, follow the instructions below to program the thermostat for gas/electric operation.  This will entail changing the jumper settings on the thermostat circuit board or selecting gas/electric operation in the advanced setup programming.

Jumper Setting – Pull your thermostat away from the sub-base.  The jumpers will be located in the upper right hand corner of the circuit board.  Locate the bottom jumper that can be set for GAS or HP operation.  Place the jumper on the two pins closest to the GAS.

Advanced Setup – Press the MODE and PROGRAM or MODE and FAN buttons to enter advanced setup.  Then press the MODE button repeatedly until HP appears in the middle of the screen.  Press the DOWN button so that OFF is displayed.  Press PROGRAM or MODE and FAN buttons to exit advanced setup.

Symptom: Some types of heating systems require the thermostat to operate the indoor fan (like electric heat and, of course, heat pump systems).

Correction: Program the Electric Heat (EH) setting of your thermostat.  This will entail changing the jumper settings on the thermostat circuit board or selecting electric heat (EH) operation in the advanced setup programming.

Jumper Setting – Pull your thermostat away from the sub-base.  The jumpers will be located in the upper right hand corner of the circuit board.  Locate the top jumper that can be set for EH or GAS operation.  Place the jumper on the two pins closest to EH.

Advanced Setup – Press the MODE and PROGRAM or MODE and FAN buttons to enter advanced setup.  Then press the MODE button repeatedly until EH appears in the middle of the screen.  Press the UP button so that ON is displayed.  Press PROGRAM or MODE and FAN to exit advanced setup.

This is a common problem when replacing a mechanical thermostat or a thermostat powered by batteries. These older thermostats require 4 wires, but newer more sophisticated thermostats require a 5th wire known as the Common wire to power the digital display. There are three ways to add the common wire to a four wire installation:

Note: Before starting, we recommend that you take a picture of the original wiring to the old thermostat as reference to help remember what terminal each thermostat wire was connected to.

Option #1: The easiest and least expensive option is to sacrifice independent control of your indoor fan.

  1. First, disconnect power from your heating and/or cooling system.

    Caution: if your heating and cooling system is powered during the thermostat installation process and you accidentally touch the R (red) power wire to the C (blue or brown) common wire, then you will permanently damage either the equipment fuse or the transformer in the equipment.

  2. After disconnecting power from your heating and/or cooling system, move the wire connected to the G terminal (typically green) that controls your indoor fan to the C terminal (common) on the thermostat.
  3. At your heating and cooling equipment repeat the same step and move the G terminal wire to the C terminal.
  4. At your heating and cooling equipment place a jumper wire from the Y equipment terminal to the G equipment terminal. This will allow the fan to turn on when the thermostat is calling for cooling or heating but it will not give you independent fan control from the thermostat.
  5. See diagram below for wiring instructions.
image

Option #2: The second way to add a wire is to install the ACC0410 Add-A-Wire accessory. Add-A-Wire allows two thermostat signals to be controlled from one thermostat wire. As above move the green wire from the G terminal to the C terminal on the thermostat and at your heating and cooling equipment. Now use the Yellow wire to carry the Add-A-Wire signal.  image

Add-A-Wire Diode and Add-A-Wire Box:

image image

Add-A-Wire Model #ACC0410 In applications where additional wiring cannot be run, the Add-A-Wire accessory can be used to add a wire to the thermostat.

  • Easy to install
  • Easier than running new wire
  • Allows 5 wire thermostats to use only 4 wires
  • Also allows 5 wires to work like 6 wires

Option #3: The final way to add a wire is to contact a licesned HVAC contractor. This contractor will be able to run the necessary number of thermostat wires from your heating and cooling system to your thermostat. Please visit the Distributors section of our website to find the nearest HVAC wholesale distributor to your location. You may contact any of these distributors for an HVAC contractor referral in your area.

Check the firmware revision in your thermostat. Do that via Menu > Information > My Thermostat.  You will see some letters and numbers in lower left corner of the screen.  If the numbers are anything less than 4.XX, you have missed a mandatory firmware update to your thermostat.  Please refer to xxxxxxxxxxxxxxx for instructions on obtaining the update.

Check to ensure that Wi-Fi status is connected

How to verify Wi-Fi connection

  • Follow this video tutorial to ensure that you have connected to your WiFi network http://www.youtube.com/watch?v=qRUu3guthcM
  • To verify that you have an active connection, click the Menu button from the home screen
  • Navigate down and select the Accessories icon
  • Select Accessory Info
  • The text next to Wi-Fi should say Connected, and then give a number indicating the length of time the Wi-Fi was successfully connected.
  • Power Cycle your Thermostat

How to power cycle your thermostat

  • Grasp the faceplate with both hands
  • Place thumbs under plastic ridge on bottom of thermostat, and slowly pull the bottom of the faceplate upwards, without pulling the top.
  • The thermostat will hinge upwards, disconnecting the baseplate from the faceplate causing the screen to go blank, and powering off the thermostat.
  • Now push the faceplate back onto the baseplate, securing it once more.
  • The thermostat will load a white screen with a logo on it, and then begin starting up.
  • Once the thermostat finishes starting you have successfully power cycled the device If available
  • Try using a different Wi-Fi key
  • Try a different thermostat

If you are thermostat is still stuck at SkyPort Connecting You may have network configurations in place which prevents your thermostat from connecting to the SkyPort servers

Although you may be connected to a wifi access point, that doesn’t guarantee connection to the internet.  Make certain that your location has working internet service

Check to ensure that Wi-Fi status is connected

How to verify Wi-Fi connection

  • Follow this video tutorial to ensure that you have connected to your WiFi network http://www.youtube.com/watch?v=qRUu3guthcM
  • To verify that you have an active connection, click the Menu button from the home screen
  • Navigate down and select the Accessories icon
  • Select Accessory Info
  • The text next to Wi-Fi should say Connected, and then give a number indicating the length of time the Wi-Fi was successfully connected.
  • Power Cycle your Thermostat

How to power cycle your thermostat

  • Grasp the faceplate with both hands
  • Place thumbs under plastic ridge on bottom of thermostat, and slowly pull the bottom of the faceplate upwards, without pulling the top.
  • The thermostat will hinge upwards, disconnecting the baseplate from the faceplate causing the screen to go blank, and powering off the thermostat.
  • Now push the faceplate back onto the baseplate, securing it once more.
  • The thermostat will load a white screen with a logo on it, and then begin starting up.
  • Once the thermostat finishes starting you have successfully power cycled the device If available

If you are thermostat is still stuck at SkyPort Connecting, you may have network configurations in place which prevents your thermostat from connecting to the SkyPort servers

Although you may be connected to a wifi access point, that doesn’t guarantee connection to the internet. Make certain that your location has working internet service

Literature/Manuals

IMPORTANT SUPPORT NOTE

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.