Support

1. Troubleshooting

The indoor sensor has no contact

  • Do a reset of the sensor: Remove the lid on the back of the sensor and press down a paperclip in the small hole while the batteries are still connected.
  • Check if the batteries are low.
  • Try removing the batteries for a while and then putting them back in again.

The control box has no contact

  • The Y-cabel is not properly connected: check all connections to the Y-cable and make sure they have contact with the metal in the connector.
  • Do a reset of the control box: press down a paperclip in the small hole that is located on one of the short sides of the box.
  • Check if the batteries are low.
  • Control the radio connection: adjust the placement of the gateway or the control box and make sure none of them are wrapped in metal.

The gateway has no contact

  • Check your Internet connection.
  • Restart the gateway by turning it off for 15 seconds.
  • Check your router. Do other devices work when they are connected to the same port?
  • Try connecting the gateway to another port in your router.

Double check ALL connections to the Y-cable. Sometimes if it’s not connected properly the information can get ambiguous. Check ALL connections and restart your heating system.

Move the indoor sensor to the colder part of your house. If it’s placed in a basement it could be a good idea to place the sensor in the stairs between the floors. Another alternative is to buy an extra sensor to place in the colder area and then control the temperature from that sensor.

“If our indoor sensor is placed close to your fireplace, Ngenic Tune will react on the rising temperature and lower the heat from the heating system. Different customers want Ngenic Tune to react differently on the temperature change. If you don’t want the heating system to lower its heat output, you can place the indoor sensor further away from the fireplace. A reason for this is that it otherwise could become to cold in rooms that are far away from the the fireplace.

Another way to solve it is to temporarily turn up the set temperature in the mobile app.”

By activating spot price adaptation Ngenic Tune will try to make your heat system use more electricity when the price is low and buy less when the price is high. You still don’t need to impact your comfort since the difference is so small, but you will see a difference in your wallet. This requires you to have a price-per-hour agreement with your energy provider.

2. Contact us

Email

support@ngenic.se

Fast replies on weekdays
Sometimes also on the weekend :)

Phone

Weekdays 10.00-16.00