Does this help ?
https://youtu.be/3WA5y_CiMzM?si=mK6Up-pIrMg3ZwdL

 

I did watch that. They don’t cover the gateway. Thermostat is connected to the EIM and controlling the unit. Just can’t see it remotely. I went my through he motions connecting trough the thermostat but it doesn’t pick up the gateway.

 

We could move the thread to "Controls"
However I don't know if they would have anymore insight.

 

You've read this 👇🏻

 

Thank you. If I read that right the gateway has to connect to the EIM. Will try that next before replacing the stat.

 

Are you connected to the internet? green light on gateway, can you see the gateway on the HW home site, check My locations, clicks on settings and look at the very bottom, you should see your thermostats and the gateway, if you see all this I would just wipe everything back to factory defaults and reinstall from scratch.
keep us posted as to what you find

 

When I left the job the gentleman that is in charge of maintenance at the church was going to dig in it further as it was not part of the original call. I think he didn’t want to pay for me to figure it out. But I could see the gate way and read one zone. If he calls back I will update. Thank you for the information.