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I’m Frustrated

HVAC operation error when changing room sensors

Switching remote sensors between rooms is triggering a error notification that the HVAC system is not working.

We run 3 remote sensors plus our main thermostat, one sensor is in a daylight basement that we run a daycare out of, the other 3 are on the main floor of the house. During a standard week we transition to watching the temperature sensor in our basement early in the morning to assure that we have a comfortable environment for the kids. There is potentially a large temperature difference between upstairs and downstairs when we first switch over. This delta triggers a notice that we have an HVAC problem. This occurred during the hottest part of the summer and is now also occurring during the coldest part of the winter also.

Our HVAC system is less than 1-1/2 years old and works well, if there was logic in the software/firmware in the thermostat to neglect these issues within possibly 2-3 hours of changing the driving sensor that would probably fix the issue at the simplest level.
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  • ScottF (Official Rep) March 06, 2019 13:15
    Hi Jason,
    This is the developer community for API support.

    I would recommend you contact our excellent Customer Support team and they will help you with this problem.
    Contact details are at the very bottom of this page: https://support.ecobee.com/hc/en-us

    Hope that helps,
    Scott
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  • I'm sorry Scott, as I nearly laughed out loud... I'm here because the customer support team pointed me to this forum.

    I attempted to go through customer support previously and got nothing but the answer of calling in someone to look at our HVAC system because it "wasn't functioning properly".

    Our system was almost brand new and unfortunately, I began to realize that the resources available through customer support were unable to understand what is actually happening.

    I've tried to attach an image from the last day that we got this error. Despite the heater being on and running, around 7am we have about a 6 degree drop in temperature in the house that happens within a few minutes. This is when we change to a basement sensor as opposed to the main floor sensor, nothing else. This is what triggers a notification that sits on the screen until we dismiss it.

    It's pretty clear to see, I'm assuming my main problem is that this is an issue that most of the Ecobee customers don't experience so this may be the first time that someone it actually trying to address it.

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  • ScottF (Official Rep) March 06, 2019 17:55
    Hi Jason,
    I'm sorry, I didn't realize you had been referred to post your question here in the developer support community by a member of our customer service team. Apologies for the run around.

    If you can leave it with me, I'll talk to the right people internally and see what might actually be the problem and what a possible solution might be.

    Yes though, I would lean toward agreeing your final hypothesis that this could well be the first time someone is experiencing this issue and using the sensors in such a way.

    I'll post back here as soon as I have any information for you.

    Scott
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  • ScottF (Official Rep) March 07, 2019 15:55
    Hi Jason,
    If you could email me directly at developer....at...ecobee....dot....com, I can put you in touch directly with someone whom I think will be able to help.

    Thanks,
    Scott.
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  • I’m Frustrated
    Hi Folks,

    Looking at the system monitor page you supplied is the AC actually needed in the winter to achieve the temperature you desire in the zone you are measuring or would it be sufficient to stop the heat and let it drift down to the temperature you want? I ask because this looks like a similar issue I have mentioned to support and also through iOS support related to sensor blending near program changes. It drives me crazy and I have to program a 30 minute ‘buffer’ setting between desired temperatures and zones.

    My issue - Durning cooling season my desired bedroom sleep temperature is 68. I use only the bedroom sensor during sleep. In the morning I use only the sensor in the thermostat and as the morning temperature program period approaches the sensor in the thermostat is blended in during the lead up to the morning program. Since the area where the thermostat is located naturally runs a few degrees warmer than the bedroom the temperature blending causes the AC to turn on and cools the bedroom to lower than the desired 68 since the blended temperature is warmer than the current program setting of 68. This is totally inappropriate behavior and the morning temperature program is 75. It is inappropriate to have a burst of cold AC just prior to the morning setting when the temperature in the bedroom is on target and the house temperature will start it’s drift up to 75 on schedule. I have had to place a 30 minute ‘buffer’ program in with a 71 degree bedroom temperature to cause the transition to the 75 degree house main temperature to not trigger over cooling in the bedroom at warm up time.

    I know your issue is over the alert you are receiving however, the behavior on your system display reminded me of the issue I am trying to solve. I’m wondering if you created a buffer setting period of 30 or 60 minutes if your room would drift to the desired temperature without the AC kicking on or giving you an alert that your system is malfunctioning.
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