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    Ecobee thermostat can’t connect to servers

    Scheduled Pinned Locked Moved General pfSense Questions
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    • GPz1100G Offline
      GPz1100 @ezhawk
      last edited by

      @ezhawk said in Ecobee thermostat can’t connect to servers:

      @GPz1100
      mine are all default in the firewall settings too. WAN mtu is actually just using the adaptors default. Don't have any defined MTU.

      I understand, but since it is working with the other firewall, there must be some difference, no?

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      • stephenw10S Offline
        stephenw10 Netgate Administrator
        last edited by

        Just a typical TCP stream from the client to the server. Is it sending/receiving large packets every connection for example? Does the connection just remain open?

        GPz1100G 1 Reply Last reply Reply Quote 0
        • GPz1100G Offline
          GPz1100 @stephenw10
          last edited by

          @stephenw10 Attached is a sanitized pcap. Ecobee mac and lan interace mac sanitized to begin with bb dd cc and lan mac begins with 11 22 33.

          sanitizedpacketcapture--20250828135527.pcap

          The capture is a 10 min segment of steady state operation.

          Note, the ecobee tries to resolve api.amazon.com every 50s. This is denied via dns server as well as blocking the entire amazon asn for the ecobee ip.

          Hope this helps.

          PS. please delete the previous message - it's already tagged as deleted, please remove permanently.

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          • stephenw10S Offline
            stephenw10 Netgate Administrator
            last edited by

            Hmm, so it normally just holds open the TCP connection continually.

            GPz1100G 1 Reply Last reply Reply Quote 0
            • GPz1100G Offline
              GPz1100 @stephenw10
              last edited by

              @stephenw10 That's why I asked what packages were installed. Perhaps something is interfering.

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              • E Offline
                ezhawk @GPz1100
                last edited by

                @GPz1100 @stephenw10
                don't have too many installed.

                5d6f7cb9-1ad1-49cd-8879-79f123b56857-image.png

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                • stephenw10S Offline
                  stephenw10 Netgate Administrator
                  last edited by

                  Hmm, are you able to capture the initial connection from the client to the server?

                  E 3 Replies Last reply Reply Quote 0
                  • E Offline
                    ezhawk @stephenw10
                    last edited by

                    @stephenw10
                    i have a pcap i took yesterday that i was capture while i rebooted the ecobee. trying to go through right now to see if any user/pass might of been passed not encrypted.

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                    • E Offline
                      ezhawk @stephenw10
                      last edited by

                      @stephenw10
                      i think it's clean of user/pass. is there a way i can send it without just posting it?

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                      • GPz1100G Offline
                        GPz1100 @ezhawk
                        last edited by

                        @ezhawk Other than the macs, I saw some exchanges include plain text tstat serial number (the PTR requests). Everything else I think is encrypted, at least between the tstat and ecobee. I can't comment on the amazon traffic as that's all blocked here.

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                        • E Offline
                          ezhawk @stephenw10
                          last edited by

                          @stephenw10
                          packetcapture-igc3.999-20250827170525.pcap

                          GPz1100G 1 Reply Last reply Reply Quote 0
                          • GPz1100G Offline
                            GPz1100 @ezhawk
                            last edited by

                            @ezhawk Is there a pcap when it's acting up? Or was that the one on the previous page?

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                            • E Offline
                              ezhawk @GPz1100
                              last edited by

                              @GPz1100 that pcap is yesterday when i rebooted the ecobee and it can't connect to ecobee.com

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                              • stephenw10S Offline
                                stephenw10 Netgate Administrator
                                last edited by

                                Hmm, nothing there really looks like a routing problem. If you told me that was it working normally I would believe it.

                                It has no problem connecting to home-fw.ecobee.com. Including with large packets. Though I note that's at a completely different IP than idt.

                                It ARPs for 10.99.0.35. Do you know what that is?

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                                • E Offline
                                  ezhawk @stephenw10
                                  last edited by

                                  @stephenw10
                                  That's my Home Assistant server. Ecobee is integrated via Apple HomeKit into HA.

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                                  • stephenw10S Offline
                                    stephenw10 Netgate Administrator
                                    last edited by

                                    Hmm, and I assume that continues to work fine even when it stops connecting to ecobee's servers?

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                                    • E Offline
                                      ezhawk @stephenw10
                                      last edited by

                                      @stephenw10
                                      Yes, there isn't any issue from HA to the Ecobee when the Ecobee cannot connect to the Ecobee servers.

                                      GPz1100G 1 Reply Last reply Reply Quote 0
                                      • GPz1100G Offline
                                        GPz1100 @ezhawk
                                        last edited by

                                        @ezhawk Which ecobee model is this?

                                        E 1 Reply Last reply Reply Quote 0
                                        • E Offline
                                          ezhawk @GPz1100
                                          last edited by

                                          @GPz1100 I have the Enhanced model.

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                                          • stephenw10S Offline
                                            stephenw10 Netgate Administrator
                                            last edited by

                                            Hmm, so previously when this happened you were only able to get it to reconnect by forcing a change in the WAN IP?

                                            There might be some clue if you were able to capture the traffic at the point it failed but that could be tough. It's unpredictable as I understand it.

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