Gateway - FAQ

Are the light switch and the dimmer compatible with aluminum wires?

If aluminum wires are used for connection, approved CO/ALR solderless connectors must be used. Ask a certified electrician for more information.

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APPLICATION SINOPÉ WATER LEAK PROTECTION

TROUBLESHOOTING

What happens to my Wi-Fi devices if I change my Wi-Fi router or password?

You must add your Wi-Fi devices back into Neviweb by choosing “Add a device” in the menu on the right.

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What can I do if Neviweb.com has display issues?

Display issues can occur on Neviweb.com when the translation option is enabled in Google Chrome.

 

To restore the display in Neviweb, turn off the Google Chrome translation option, and select the language of your choice in Neviweb.

 

To select the language in Neviweb:

 

  1. In Neviweb, open the main menu located at the bottom right of the screen.


  2. Click on Account settings. 

  3. Press Display options, then select the language of your choice.
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How do I reset my gateway connection?

To reset the connection of your gateway:

  1. Disconnect power from the gateway, router, and modem.

  2. Reconnect the modem’s power supply and wait for the initialization of the modem to be completed.

  3. Reconnect the power to your router and wait for it to initialize.

  4. Reconnect the power to your gateway. The WEB light will turn green.
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What can I do if a device is unavailable in Neviweb?

Zigbee

If a device is unavailable in Neviweb, make sure that your GT130 gateway is properly connected and that the web light is on.

 

If the gateway’s web light is off:

  1. Make sure your Internet connection is functional.

  2. Verify that the gateway’s Ethernet cable is connected to the router or modem.

  3. Reset your gateway connection. The web light should now be on.

  4. Follow the procedure below to reset the connection of your device so that it is accessible again in Neviweb.

If the gateway’s web light is on:

 

  1. Reset the device:

     

    • To reset the connection of a thermostat: press both buttons simultaneously for 10 seconds. The RF symbol will disappear from the screen.

       

    • To reset the connection of a light switch or dimmer: press the two buttons simultaneously for 10 seconds.

       

    • To reset the connection of a load controller: press the RF button and the main button simultaneously for 10 seconds.

       

  2. Reconnect your device by following the Installation Wizard’s procedure in Neviweb.

If the reset procedure does not resolve the issue, contact our technical support service: email / 1-855-741-7701.

Wi-Fi

If a Wi-Fi device is unavailable in Neviweb, make sure it is connected to your Wi-Fi network and that your network has functional access to the Internet. The Wi-Fi symbol should appear on the thermostat display.

If the Wi-Fi symbol is not displayed on the screen: follow the Internet connection procedure explained by the Installation Wizard in Neviweb.

If the Wi-Fi symbol ​displays on the screen:

  1. Reset the device: press the two thermostat buttons simultaneously for 10 seconds.


  2. Reconnect your device following the procedure indicated by the Installation Wizard in Neviweb.

If the reset procedure does not resolve the issue, contact our technical support service: email / 1-855-741-7701.

Web Programmable

If a device is unavailable in Neviweb, make sure that your GT125 gateway is properly connected and that the web light is on.

If the gateway’s web light is off:

  1. Make sure your Internet connection is functional.


  2. Verify that the gateway’s Ethernet cable is connected to the router or modem.

  3. Reset your gateway connection. The web light should now be on.

  4. Follow the procedure below to reset the connection of your device so that it is accessible again in Neviweb.

     

If the gateway’s web light is on:

 

  1. Reset the device following one of these procedures :

2. Reconnect your device following the procedure indicated by the Installation Wizard in Neviweb.

If the reset procedure does not resolve the issue, contact our technical support service: email / 1-855-741-7701.

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What can interfere with the communication of the devices?

Some objects may interfere with radio frequency signals (RF signals) and with your Wi-Fi network if they are near your smart devices, gateways, or your router. Interference can reduce the communication range or temporarily block RF and Wi-Fi signals.

Objects that can interfere with RF and Wi-Fi signals:

  • Microwave oven
  • Direct satellite service
  • A power source (high voltage line, circuit breaker box, etc.)
  • Mobile phones
  • Speakers and other wireless devices
  • Some external monitors and LCD screens

 

The construction materials used in your home can also reduce the range of communication or block RF and Wi-Fi signals. Here are the most common materials used and their interference potential.

Materials Interference potential
Wood, Synthetic Material, Glass Low
Water, Brick, Marble Way
Coating, Concrete, Armored Glass High
Metal Very high
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FEATURES

What is geofencing?

Geofencing, or location-based triggering, uses your mobile device to detect when you’ve crossed a set boundary and trigger actions in your smart devices.

 

Based on your geofencing configuration, you can, for instance, lower the setpoint temperature of all your thermostats when you are at 5 km from home.

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What are the benefits of the GT130 gateway and the Zigbee ecosystem?

The GT130 gateway is compatible with a broader variety of devices. In addition to all thermostats, switches, dimmers, and load controllers, Sinopé Technologies offers several new products.

Besides, the use of the Zigbee protocol has certain advantages, including dynamic communication between the devices and the possibility of compatibility and interoperability with products from other manufacturers.

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Can I use my GT125 and GT130 gateways together?

The GT125 gateway controls Web Programmable devices, and the GT130 Gateway is compatible with Zigbee devices. It is possible to control all Sinopé smart devices in a single Neviweb account. However, Zigbee devices and those that are Web Programmable will not be able to interact in the same scenes or automations.

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Are the GT125 and GT130 gateways compatible with voice assistants?

The GT130 gateway allows integration with Amazon Alexa and Google Assistant.

The GT125 gateway is only compatible with Amazon Alexa. It was intended to work with the Google Assistant. Unfortunately, shortly before the launch of the new Neviweb app, Google changed the compatibility settings. It was no longer possible for Web Programmable devices to be compatible with the Google Assistant.

However, users of the Web Programmable product line still have access to the features promised when they first bought their smart devices. Users even have access to a few bonuses – the app format now available, the compatibility Amazon Alexa, geolocation (coming soon), and the integration with dynamic pricing programs (coming soon).

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Why should I integrate the GT130 gateway if I already use the GT125 gateway?

  • Because you want to integrate some new Sinopé products, such as the smart in-wall outlet, the smart plug, or the tank level monitor by Sinopé Technologies. These products use the Zigbee communication protocol, and they are only compatible with the GT130 gateway. It is also expected that Sinopé Technologies will develop and unveil other smart Zigbee devices.

 

  • Because you want to add a device that is no longer available as a Web Programmable version. Sinopé Technologies is specialized in energy efficiency, and our thermostats are very popular. Some products, such as the floor heating or the low-voltage heating thermostats, are no longer available in the Web Programmable version. That’s why users can choose to turn to the GT130 gateway to use the Zigbee version of these thermostats.

 

  • To benefit from new features like the ability to create automations with all smart devices.

 

  • To benefit from the aggressive discount offered by Sinopé Technologies. Many users own a cottage or a second home that they have not yet equipped with smart devices. Now is the right time to make the jump by taking advantage of the 50% time-limited discount when purchasing a GT130 gateway and a Zigbee device.
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What is the difference between the GT130 and the GT125 gateways?

The GT125 gateway is only compatible with Web Programmable devices. It uses a unique communication protocol designed by Sinopé Technologies named “Mi-Wi”.

The GT130 gateway uses the Zigbee communication protocol, which is a standard protocol widely used in North America and around the world. The GT130 hub is used to control Zigbee devices designed by Sinopé Technologies. It could potentially be used to control Zigbee devices designed by other companies.

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What is meshing?

Meshing is a wireless network architecture in which all connected devices act as repeaters for a signal sent by a terminal.

 

 

Sinopé’s Web Programmable and Zigbee devices use a meshing architecture. The gateway transmits the received instruction to the nearest smart device which, in turn, relays the information to the next device. This approach ensures reliable, consistent, and seamless connectivity between all connected devices.

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INSTALLATION

How to add a GT130 gateway in my account if I already have a GT125 gateway?

The GT125 and GT130 gateways can coexist in the same Neviweb account. To add the GT130 Gateway, you will, however, need to create a new location.

 

Note that devices from different locations cannot interact together.

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How to reduce the interference with my Wi-Fi and RF devices?

If you experience connection difficulties, slow network communications or intermittent disconnections, your smart devices may be affected by interference. This can be caused by other devices. If that’s the case, temporarily cease the use of the device causing the interference or take it away from your smart device or router.

If the interference is caused by the building materials used in your home and your devices are using the Wi-Fi communication technology, you will need to add a repeater to ensure a strong and reliable communication signal at all times.

 

Sinopé smart home devices from the Zigbee and Web Programmable product lines don’t need a repeater because the communication signal is transmitted from a device to another, thanks to meshing. To strengthen a signal that you believe is weak, you only need to add a Sinopé compatible device to your network.

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What is the maximum distance between the gateway and smart devices?

Our thermostats have an extended range of communication. Thanks to meshing architecture, each device acts as a repeater of the received signal. To optimize communication between Web Programmable devices, we recommend connecting them in the order from the nearest to the farthest from the gateway.

 

If the distance between two devices is considerable (e.g., the gap between the house and a garage detached from the house), the addition of another gateway may be necessary.

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INTEGRATION

Which voice assistants are compatible with Web Programmable devices?

Zigbee and Wi-Fi

Zigbee and Wi-Fi devices are compatible with Amazon Alexa and Google Home voice assistants through Neviweb and the GT130 hub.

Web Programmable

Web Programmable devices are compatible with Amazon Alexa voice assistant through Neviweb and the GT125 hub.

 

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Are Web Programmable, Zigbee or Wi-Fi devices compatible with Apple HomeKit?

Zigbee and Wi-Fi

The Zigbee and Wi-Fi devices are currently not compatible with Apple HomeKit. Our development team, however, studies the compatibility with these platforms. It is, therefore, possible that Zigbee and Wi-Fi devices become compatible with Apple HomeKit. However, this compatibility will not be retroactive, which means that devices bought before the compatibility will not be compatible with the home automation platform.

Web programmable

Web Programmable devices (Mi-Wi) are not, and will not be, compatible with Apple HomeKit. For a device to be compatible with Apple HomeKit, the Apple company must have previously evaluated and approved the product, and a code must be printed on the device or its packaging.

 

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OPERATION

SINOPE WATER LEAK PROTECTION