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    Ecobee thermostat can’t connect to servers

    Scheduled Pinned Locked Moved General pfSense Questions
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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?

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      • 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.

        GPz1100G 1 Reply Last reply Reply Quote 0
        • 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

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              • 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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                  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?

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                            • 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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                                • E Offline
                                  ezhawk @stephenw10
                                  last edited by

                                  @stephenw10
                                  Something happened the other night that really points to the pfSense. I took a power hit and my UPS failed and the pfSense reloaded. After the reload, the Ecobee is online via the pfSense. I double checked and my WAN IP did not change either. I got the same IP that I had before the reload. So, in my mind that completely rules out idea that my IP is somehow being blacklisted if a simple reload of the pfSense restores connectivity.

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

                                    @ezhawk Still think this is somehow a states problem.

                                    In pftop, I noticed this,

                                    e60b1a1f-cc82-4a9d-800e-aeae76895483-image.png

                                    Under exp, it resets to 86400 every 30-60s. It's almost as somehow this isn't working right on your end.

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                                    • E Offline
                                      ezhawk @GPz1100
                                      last edited by

                                      @GPz1100
                                      and now...it has lost connection to the server again

                                      96733d85-de7f-4144-9701-9488adb51da6-image.png

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                                      • E Offline
                                        ezhawk @ezhawk
                                        last edited by

                                        This is what I always see when behind pfSense.

                                        6adfbf36-9dae-4f35-803a-1de34cdf3f60-image.png

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                                        • stephenw10S Offline
                                          stephenw10 Netgate Administrator
                                          last edited by

                                          The state expiry time for a TCP established state is a lot longer than one in fin_wait. Since in the failure mode it never reaches established it expires and is recreated. But the pcap shows the server side sends the fin packe. Like it's just refusing the connection from that thermostat. Or that IP.

                                          I assume that normally rebooting pfSense does not bring back the connection? That only happened after the power outage reboot?
                                          Did that also reboot the modem or whatever you have on the WAN side?

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                                          • E Offline
                                            ezhawk @stephenw10
                                            last edited by

                                            @stephenw10
                                            I try to not reboot pfSense or modem if I don't have to. I honestly haven't done that in troubleshooting since IP changes brings the connection back up or using an internet not through pfSense restores it too. The reboot the other day wasn't intended.

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