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Carrier Infinity Touch wall controls will not connect.
The Orbi 960 has the exact same problem. Carrier Infinity Touch wall controls will not connect.
Success!!! Woo Hoo!!!
I've been working with Matt, a level 2 Netgear Engineer over the past couple of weeks. He has been fantastic. He had me send some log files over and they sent me new firmware a few days later. I applied it and still couldn't connect. Same issue. Matt had me send over additional log files after the first firmware was applied. Last night he sent me new firmware and I applied it this morning. I am now able to connect my Carrier Infinity Touch thermostat to the Obri RBE 771/770 network!
Thanks for all of your support and ideas! So glad this is resolved and hopefully it will help others.
This conversation appears to be incomplete. Would it be convenient to comment on the current problem (and system) in more detail:
- Which specific model of Carrier Infinity Touch?
- Which specific model & firmware of Orbi?
- Is the process in this video what is failing?
https://www.google.com/search?client=opera&q=Carrier+Infinity+Touch&sourceid=opera&ie=UTF-8&oe=UTF-8#fpstate=ive&vld=cid:ec262452,vid:5Kg5rKG7QaY,st:2
- Which specific model of Carrier Infinity Touch? Model SYSTXCCITC01-A
- Which specific model & firmware of Orbi?
Hardware Version RBE771 Firmware Version V10.5.13.1_2.2.34 GUI Language Version V4.0.0.22_2.1.30.3 - Is the process in this video what is failing? Yes. It will not connect. It worked fine on all routers until this Orbi RBE771 which is WiFi 7. Last router it worked on is a Nighthawk WiFi 6.
https://www.google.com/search?client=opera&q=Carrier+Infinity+Touch&sourceid=opera&ie=UTF-8&oe= - Also, I have tried all permutations known. I have also set up a SSID that is IoT, and using only 2.4Ghz.
- IPv6 is disabled.
I appreciate any help. This is clearly a Netgear issue, not a Carrier issue.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.Does this happen with the RBS turned OFF?
What channels are you using on the RBR?
If you turn OFF the RBS and then set the WiFI security on the IoT network to NONE or OPEN, does the device connect to RBR at all? Re-enabled WiFi security after checking this. Turn on the RBS afterwards.
Rallye455 wrote:
- Which specific model of Carrier Infinity Touch? Model SYSTXCCITC01-A
- Which specific model & firmware of Orbi?
Hardware Version RBE771 Firmware Version V10.5.13.1_2.2.34 GUI Language Version V4.0.0.22_2.1.30.3 - Is the process in this video what is failing? Yes. It will not connect. It worked fine on all routers until this Orbi RBE771 which is WiFi 7. Last router it worked on is a Nighthawk WiFi 6.
https://www.google.com/search?client=opera&q=Carrier+Infinity+Touch&sourceid=opera&ie=UTF-8&oe= - Also, I have tried all permutations known. I have also set up a SSID that is IoT, and using only 2.4Ghz.
- IPv6 is disabled.
I appreciate any help. This is clearly a Netgear issue, not a Carrier issue.
Hi Furrye38-
Thanks for the quick assistance. I did see a "resolved" case on the forum for my exact Thermostat (https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/Orbi-970-and-Carrier-Infinity-Touch-Thermostat-Model/m-p/2363292#M1219). The resolution was to purchase a $25 TP-Link Access Point (TL-WA801N) from Amazon. Problem is, that takes one of my 3 hardwired ports on the Orbi and I need all 3 (my nighthawk had 4), **I suppose I could hang the AP off one of the satellites? ** and also I really feel this should be addressed by Netgear. There is no reason the thermostat worked fine until now. I am scheduled to speak with a Level 3 engineer at Netgear sometime in the next couple of days. Hopefully they can provide the fix via a firmware update.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Netgear Level 1 engineer went through all this with me. We determined the ISP and Modem is fine. We also determined that it is the Netgear Orbi causing the issue, as it worked just fine previously on the Nighthawk router. The only change is the move to Orbi.
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. - I am using a brand new CAT6A STP cable.Does this happen with the RBS turned OFF? Over my head. Is this the Orbi Satellites?
What channels are you using on the RBR? Again, over my head. Is this the Router? If so, these are the channels on dashboard:
Wireless Settings (GENERAL) Region United States 2.4 GHz Channel Auto (11) 2.4 GHz Wireless mode: Up to 688.2 Mbps 5 GHz Channel 36 + 40(P) + 44 + 48 + 52 + 56 + 60 + 64 5 GHz Wireless mode: Up to 2882.5 Mbps 6 GHz Channel 33 + 37 + 41 + 45 + 49 + 53 + 57 + 61 + 65 + 69(P) + 73 + 77 + 81 + 85 + 89 + 93 6 GHz Wireless mode: Up to 5765 Mbps In meantime, If you turn OFF the RBS and then set the WiFI security on the IoT network to NONE or OPEN, does the device connect to RBR at all? Re-enabled WiFi security after checking this. Turn on the RBS afterwards.
Thanks for the information. Reason for asking about ISP modem here in the forums is to rule out wifi router there. If nothing there then thats fine.
Rallye455 wrote:
Hi Furrye38-
Thanks for the quick assistance. I did see a "resolved" case on the forum for my exact Thermostat (https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/Orbi-970-and-Carrier-Infinity-Touch-Thermostat-Model/m-p/2363292#M1219). The resolution was to purchase a $25 TP-Link Access Point (TL-WA801N) from Amazon. Problem is, that takes one of my 3 hardwired ports on the Orbi and I need all 3 (my nighthawk had 4), **I suppose I could hang the AP off one of the satellites? ** and also I really feel this should be addressed by Netgear. There is no reason the thermostat worked fine until now. I am scheduled to speak with a Level 3 engineer at Netgear sometime in the next couple of days. Hopefully they can provide the fix via a firmware update.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Netgear Level 1 engineer went through all this with me. We determined the ISP and Modem is fine. We also determined that it is the Netgear Orbi causing the issue, as it worked just fine previously on the Nighthawk router. The only change is the move to Orbi.
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. - I am using a brand new CAT6A STP cable.Does this happen with the RBS turned OFF? Over my head. Is this the Orbi Satellites?
What channels are you using on the RBR? Again, over my head. Is this the Router? If so, these are the channels on dashboard:
Wireless Settings (GENERAL) Region United States 2.4 GHz Channel Auto (11) 2.4 GHz Wireless mode: Up to 688.2 Mbps 5 GHz Channel 36 + 40(P) + 44 + 48 + 52 + 56 + 60 + 64 5 GHz Wireless mode: Up to 2882.5 Mbps 6 GHz Channel 33 + 37 + 41 + 45 + 49 + 53 + 57 + 61 + 65 + 69(P) + 73 + 77 + 81 + 85 + 89 + 93 6 GHz Wireless mode: Up to 5765 Mbps
It would be helpful to know at which point of the setup it fails. The WiFi setup process for the model SYSTXCCITC01-A
is on pages 76-79 of this manual:
https://www.shareddocs.com/hvac/docs/1009/Public/0F/SYSTXCCITW-11SI.pdf
At which point does it fail?
- Does not display a list of WiFi access points?
- Does not indicate that one has been selected?
- Does not accept a password?
- etc.
When Orbi WiFi6 (802.11ax) products were introduced, there was an unpleasant discovery that although WiFi6 is "backward compatible" with WiFi5, there were devices which simply could not function on the WiFi6 Orbi and Netgear included a feature on the WiFi Setup page to enable/disable AX features for either the 2.4G, 5G, or both channels.
The user manual for the RBE771 router does not mention this option. Could you please check and see if it exists?
WiFi7, of course, is also "backward compatible".
I cannot seem to find any mention of which frequency bands this Carrier thermostat works with. (I'm guessing 2.4G since it is not a recent product.) Do you happen to remember which frequency it used when connected to WiFi in the past?
My sense is that the RBE771 does not implement WiFi7 features on the 2.4G channel (perhaps one reason Netgear does not display the WiFi7 Certified logo).
Hi CrimpOn-
Thanks for the input and thoughts.
At which point does it fail?
- Does not display a list of WiFi access points? Infinity Thermostat shows all WiFi access points/SSIDs
- Does not indicate that one has been selected? Yes, I select the SSID-IoT and input password
- Does not accept a password? It tries to connect to SSID and after about a minute gives a message of "Unable to connect. Please check you password and network connectivity".
I've never had an issue with this thermostat for the past 11 years connecting to whatever router I was using. They were all netgears. It is on 2.4 Ghz so I set up the IoT to be 2.4 Ghz only. That worked for other older devices I had. Yeah, the thermostat is old, but so what, right? It should continue to work.
Thanks again.
At which point does it fail?
