Is your Infinity System not syncing, offline, or behaving unexpectedly? This guide walks you through the most common self-diagnoses to help restore performance and maintain a stable connection.
Check Your Wi-Fi Connection
System reboot
Run a Wi-Fi diagnostic
Check for software updates
1. Check Your Wi-Fi Connection
The SmartHome app requires a 2.4 GHz Wi-Fi network. Dual-band routers often have both 2.4 GHz and 5 GHz — be sure your control is connected to the 2.4 GHz band.
Tip: If you recently changed your Wi-Fi name or password, reconnect the control by going to: Wall Control ➔ Menu ➔ Wireless ➔ Set Up a WiFi Connection.
Additionally, if your control is still showing as connected to the existing Wi-Fi, you will need to disconnect your device first by going to: Wall Control ➔ Menu ➔ Wireless ➔ Disconnect. When asked 'Do you want to disconnect?' Select YES. From there you can setup a Wi-Fi connection.
2. Reboot Your Infinity System
If the system is unresponsive or not syncing with the app, a soft reboot may help.
Navigate to the Home Screen, you should see the month and day at the top of the display. If you see a Back or Menu button, you are not on the Home Screen yet. Keep pressing Back until those options no longer appear.
In the Home Screen, press and hold your finger on the left side of the screen for 15 seconds.
The control will display 'Please Wait' and will restart and reconnect to the network. This process can take several minutes to regain a full connection.
3. Run a Wi-Fi Diagnostic Test
Use the built-in diagnostic tool in your Carrier SmartHome app to test your system’s connection to the network.
How to run a test:
Open the Carrier SmartHome app.
Navigate to Profile → Help & Support.
Select Wi-Fi Help.
Choose 'Self Service Wi-Fi Help' and tap 'Start'.
Tap 'Start Test'.
If signal strength is poor, try:
Moving the router closer (if possible)
Avoiding metal or concrete obstructions
Rebooting your router by unplugging it for 60 seconds.
4. Check for a Wall Control Software Update
Regular software updates improve stability, fix known bugs, and may enable new features. You can check for updates in two ways:
Via Wi-Fi (Preferred)
Go to: Menu ➔ Service ➔ Software Update ➔ Update Software using Wi-Fi
If an update is available, follow the on-screen prompts.
Via microSD Card (Advanced Users) - For B-Model & C-Model controls
Visit the Carrier website (my.carrier.com) to download the latest software.
Load the update file onto a microSD card between 4-32GB.
Insert the microSD card into the control’s slot and follow the on-screen instructions. (See Owners Manual for detailed instructions)
Still need help?
If these steps don’t resolve your issue, contact our support team: