also it may have never been set up. I have a customer that I installed a TV for that had a trunk slammer, friend of a friend, do his thermostats and doorbells. when I went to connect his TV to his Wi-Fi there were 4 aprilaire thermostats and 2 skybells broadcasting ssids but thats onky so you can connect directly to them to enter in the correct Wi-Fi info. I pointed this out and programmed them all correctly and he was so impressed his apps now worked.