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My MyInfinity thermostat keeps randomly dropping connection carrier server. Wifi connectivity is stable (Arris TG1682g modem). Thermostat panel shows not connected to www.api.ing.carrier.com

Thermostat Model number: systxccitc01-b Software version: 131625-01.32

Any ideas on what may be causing this and how to fix this? Thanks.

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  • It appears local WiFi is staying connected but the internet connection between you and the server has issues. – Tyson May 27 '18 at 15:54
  • except thermostat, all other device has no problem. i haven't noticed any issues connecting to other websites from phone, etc. – Bill May 27 '18 at 15:58
  • @Bill can you connect to www.api.ing.carrier.com using your web browser, or ping it from a command prompt for that matter? – ThreePhaseEel May 27 '18 at 16:06
  • @ThreePhaseEel ping shows Request timeout for icmp_seq 0 and going through the browser gives 403 - Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied. So my guess is carrier server is blocking those connections. But i can connect to it from thermostat. It just randomly drops connection intermittently. – Bill May 27 '18 at 16:14
  • Normal web browsing doesn’t create persistent connections, a better indicator might be streaming video, but even that’s problematic because it’s designed to buffer for splotchy connections. Testing ping and speed might be an indicator of internet connection issues as well. There is no one sure method. From what we see in the picture tho, it’s seems local WiFi isn’t the issue. The problem is upstream and most problematic in that regard is usually always the segment from house to isp. – Tyson May 27 '18 at 17:27
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Had the same issue with the Carrier thermostat shown in the picture. Exact same symptoms - connected to the home network, but would not stay connected to the Carrier network, could not link to weather forecasts, etc. However, had an older Carrier thermostat upstairs (on the same network) and it was working fine. Noted that the DNS settings on the troublesome thermostat looked odd so compared with the DNS settings on the working thermostat. They didn't match so I entered the settings from the working thermostat into the troublesome thermostat. Waited about 15-20 minutes for the new DNS settings to propagate and now it is working fine. Not sure how it lost the DNS settings in the first place nor why they didn't get reloaded properly.

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    So, you expect @Bill to copy the DNS settings from your old thermostat? This is a nice anectode, but not useful for other readers. – Jeffrey supports Monica Jun 20 '18 at 13:45
  • @donald can you please post your dns settings? – Bill Jun 20 '18 at 15:25
  • I checked my dns settings. They are 75.75.75.75 and 75.75.76.76 which seems valid Comcast dns servers. @Donald, can you please tell exactly where you changed and what? – Bill Jun 21 '18 at 1:20
  • Based on a quick search, I see Comcast dns servers have reported to be dropping connections. I’m switching to use google’s dns. Let’s see how that goes. Will update tomorrow – Bill Jun 21 '18 at 1:38
  • Changing DNS didn’t fix it. Moreover when disconnecting and reconnecting to WiFi, the DNS settings got overwritten – Bill Jun 21 '18 at 10:53

protected by Community Jun 25 '18 at 19:43

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