My Venstar says thermostat offline and I cannot get it to

From www.justanswer.com/ythi
JustAnswer Customer from Phoenix, AZ: My Venstar says thermostat offline and I cannot get it to reconnect
Pearl Wilson: Assistant: Just to clarify, do you think this is a larger HVAC problem, or something specific to the thermostat?
JustAnswer Customer from Phoenix, AZ: They remote thermostat
Pearl Wilson: Assistant: Do you plan on doing the work yourself?
JustAnswer Customer from Phoenix, AZ: I am hoping I can
Pearl Wilson: Assistant: Anything else we should know to help you best?
JustAnswer Customer from Phoenix, AZ: I don’t know, I got a new router for wifi and cannot get it to work since
Regan Land: HVAC Technician: Hello and welcome to Just Answer.
Regan Land: HVAC Technician: My name is * * I'll be happy to assist you today.
Regan Land: HVAC Technician: Have you tried to connect the thermostat to the new router and it just won't connect?
Regan Land: HVAC Technician: Can you tell me which model Venstar you have?
JustAnswer Customer from Phoenix, AZ: I sent a photo of my venstar
Regan Land: HVAC Technician: Perfect.
Regan Land: HVAC Technician: Let me pull that manual up and then can give you a call.
Regan Land: HVAC Technician: https:/ • ColorTouch TV: Updati...
Regan Land: HVAC Technician: ColorTouch requires outbound TCP ports 9000 - 9002 and 41414 not blocked to allow sucessful secure connection to the Skyport Cloud Services servers.
JustAnswer Customer from Phoenix, AZ: I cannot access my venstar account now ?
Regan Land: HVAC Technician: Right, we will need to create a new one after the firmware is updated and we get the 6 digit code
JustAnswer Customer from Phoenix, AZ: The firmware cannot be updated without a account
Regan Land: HVAC Technician: Oh, no - I didn't even think about that.
Regan Land: HVAC Technician: I'm really sorry - Let me contact Venstar.
JustAnswer Customer from Phoenix, AZ: I have downloaded the update on my computer but cannot access my account so what do I do creat a new one.
Regan Land: HVAC Technician: So have you loaded the update onto an SD card and used it to update the thermostat?
JustAnswer Customer from Phoenix, AZ: No I do not have a sd card and I still cannot access Venstar and when I try to start new it is asking for the 6 didget number.
JustAnswer Customer from Phoenix, AZ: I have a technition coming over tomorrow
Regan Land: HVAC Technician: I don't think you'll need a tech if you could get an SD card.
Regan Land: HVAC Technician: All it takes is a 4gb card, which you could get at Walmart for around $5
Regan Land: HVAC Technician: Once you update the firmware the stat should give you the 6 digit code and you can register a new account on skyport
Regan Land: HVAC Technician: This is from Venstar - they agree that you need to upgrade firmware.
Regan Land: HVAC Technician: Here's how to do it (once you have the SD card) This info will also help the tech if you still have him come out: Use the Colortouch Desktop App to upload the firmware onto the SD card.
Regan Land: HVAC Technician: Remove the Wi-Fi key on the side of the thermostat.
Regan Land: HVAC Technician: In order to remove the Wi-Fi key, push in and then a spring action should push the key out a small amount, so you can grab and remove the key.
Regan Land: HVAC Technician: If the Wi-Fi key won’t release easily, you may have attached it in place with the plastic locking clip (always a good practice).
Regan Land: HVAC Technician: If that’s the case, you must remove the thermostat from the subbase and remove that plastic clip so the Wi-Fi key can be removed then replace the thermostat onto the subbase.
Regan Land: HVAC Technician: Insert the SD card into the SD slot and perform the firmware upgrade via the following menu Menu Settings Installation Settings Upgrade Firmware Once the firmware update is complete, the thermostat will restart and return to the main screen.
Regan Land: HVAC Technician: Remove the SD card and re-insert the WiFI key.
Regan Land: HVAC Technician: If you are using the plastic clip to secure the Wi-Fi key in place, you will of course need to remove the thermostat once more to re-install the clip.
JustAnswer Customer from Phoenix, AZ: Unfortunatelyiamout of patience with this app so I feel better to get a professional to repair it.
JustAnswer Customer from Phoenix, AZ: Thanks for your help though
Regan Land: HVAC Technician: The above info will likely be useful for the technician as well.
Regan Land: HVAC Technician: Venstar confirmed that the firmware needs to be updated - then you should be able to go to 'menu' then 'skyport' and get the 6 digit code.
Regan Land: HVAC Technician: Once you get that you can re-register on skyport and set everything up.
Pearl Wilson: Assistant: If you have a home improvement or appliance question and want to chat with an expert now visit justanswer.com/ythi