Troubleshooting

Why is my heating running constantly?

If you’ve installed the Sensi thermostat and now find that your heating system is running constantly, proceed through the following steps until the issue is resolved.

First, determine if the issue is with the thermostat.

1. Set your thermostat Mode to Off and Fan to Auto. When the thermostat is set to Fan On it may sound like the heating or cooling is running even when it isn’t.
2. If your system still runs after 1-2 minutes, remove the thermostat and check the wiring.
   • Remove the thermostat face plate from the sub-base. If it is still running after a minute, we recommend contacting a trusted HVAC professional. There may be a short in the wiring to the equipment.
   • Check each wire connection on the thermostat base, and make sure they’re secure in the terminal blocks.
   • Make sure the wires are not touching each other. No bare wire should be visible.
3. Now test your thermostat. Put the thermostat face plate back on the wall.
   • Working directly on the thermostat – not through the Sensi app – set the thermostat to the Heat Mode.
   • Raise the set point a few degrees above the room temperature.
   • Within a few seconds, the thermostat should make a soft clicking sound and the background will turn gray (inactive), indicating that your thermostat is operating properly.

If your system is still not turning off, confirm that you labeled and installed your wires properly.

Does your old thermostat have two sets of terminal labels? Learn more here and be sure you’re entering the correct terminals that correspond to your system type (Conventional or Heat Pump). The table below shows what each terminal letter represents.

Then, check that your Sensi thermostat is configured correctly for your system type.

When completing the installation and connection path within the Sensi app, your thermostat will be configured automatically based on the wiring that you entered. However, if you do not complete the connection process right away, or if your thermostat is wired incorrectly, it may need to be reconfigured to reflect your system type.

1. At the thermostat, tap Menu.
2. Tap Advanced Set Up.
3. Tap Set Up HVAC Equipment.
4. Tap Change Settings.
5. Outdoor equipment. If you have a heat pump, tap “HP1.” If you have an air conditioning unit, tap "AC1.” If you have more than one stage cooling, tap “HP2” or “AC2” to represent this. (You should have a wire in “Y2” if you have more than one stage.)
6. Indoor equipment. If you have a gas furnace, oil burner, or boiler system, tap "6A1.”  If you have an electric furnace, tap "EL1."  If you have more than one stage heating, tap "6A2" or "EL2” to represent this. (You should have a wire in “W2” if you have more than one stage.)
7. Reversing valve position. This setting is important if you have a heat pump. Leave the default setting to “o.” If you have a heat pump, and you notice that your system is cooling in Heat Mode, and heating in Cool Mode, change from the default setting to “b.”
8. Tap Save.