Neviweb - FAQ

APPLICATION SINOPÉ WATER LEAK PROTECTION

ACCOUNT

Can I have a device in several accounts?

With the new Neviweb platform unveiled on August 20, 2019, it is no longer possible to assign a device to several accounts for security reasons.

 

This measure also helps to avoid inconvenience when moving.

 

That said, before migrating to the new app, some users had devices on more than one account. For these people, we maintained the possibility of doing so because it is an acquired right. However, if the user with this earned right creates a new account to which he adds a device that belongs to other accounts, all the other accounts will automatically lose the device. The user will have lost the right.

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What are the Neviweb user or subscription fees?

The Neviweb app is free for residential use. For multi-location or commercial use, contact the sales department: sales@sinopetech.com.

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TROUBLESHOOTING

I uninstalled a device, but it still appears in Neviweb. How do I remove it?

Web Programmable

To remove an uninstalled device from Neviweb, you must rescan the network. This operation will force a rebuilt of the network of connected devices.

Zigbee

To disconnect your Zigbee device, simultaneously press the buttons on your device for 10 seconds.

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One of my thermostats no longer appears in the list of connected devices in my Neviweb account

If one of your thermostat is no longer listed as part of your account, make sure your thermostat is connected. If a code is displayed on your thermostat screen, refer to the Problems and Solutions section of our support website for the displayed code.

 

If the problem persists, perform a reset of the communication with the gateway

Web Programmable

If the problem persists, perform a reset of the communication with the gateway

Zigbee and Wi-Fi

If the problem persists, disconnect your device from the GT130 gateway by pressing the devices’ two buttons simultaneously for 10 seconds. Then, add the device again to your location.

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My device’s connected load is wrong

Some thermostats and the electrical load controller automatically detect the electrical load connected to it. The information displayed in Neviweb is calculated using mathematical algorithms and corresponds to the energy used by the connected device.

 

For example, the connected load in Neviweb may differ from the wattage of a heater. The wattage indicated on a heater doesn’t necessarily correspond to the energy consumed but to the electrical capacity of the device.

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What should I do if after removing a device from Neviweb, other devices become inaccessible?

If you remove a device from Neviweb and other devices become inaccessible, you will need to connect them again.

 

See the Problems and Solutions section of your device category for the procedures to follow.

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I have changed the display format (temperature / time) in my profile, however my devices are still using the old format. What should I do?

Neviweb and your devices are using separate settings. Make sure to change the display format in your device’s setting.

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What is the connected load that I have to enter in Neviweb?

You must enter the number of watts indicated on the device you want to connect. Some devices may have an automatic reading system, then no information will be needed to be enter.

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Why is the thermostat setpoint temperature different from the scheduled temperature?

If you have created a schedule and the set temperature displayed on the thermostat screen does not match:

  • Make sure that the device is in automatic mode. Manual mode disables the schedule to only maintain the setpoint that you have set manually.

     

  • Make sure that the time selected in the schedule corresponds to the desired time. If the thermostat is set to a 12-hour format, make sure the letters PM appear on the thermostat screen when the afternoon time is displayed.
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What should I do if my device is inaccessible on Neviweb?

Web Programmable

An inaccessible device indicates that it is unable to communicate with the GT125. This miscommunication can happen if the strength of the communication signal is too weak. A weak signal is due to a significant distance between the devices or if one of the devices repeating the signal is not working properly.

 

First, try to reset the connection of inaccessible devices, then reconnect your devices from the closest to the furthest from the GT125. This procedure will allow your devices to find the best communication path to the GT125.

 

If this doesn’t work or the issue happens regularly, consider reducing the distance between devices by adding a compatible product that can repeat the communication signal.

Zigbee

  1. First, check that the GT130 gateway is connected to the Internet. The “Web” light on the gateway should be on.

  2. Then check that the device is connected to the gateway. The network symbol will then be visible on the thermostats, the LED will be lit on the switches and dimmers or the LED on the charge controller’s network symbol will be lit.


    If this is not the case, disconnect your device from the GT130 gateway by simultaneously pressing both buttons on the unit for 10 seconds. Then, add the device to your location again.

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FEATURES

What is a time automation?

Zigbee

Time automations replace schedules for all compatible devices in Neviweb. Using time automations, users can trigger several actions at once at a set time.

 

You can, for instance, create an automation called «Waking up» that would trigger setpoints on your thermostats, turn on the lights, and start the coffee maker connected to a smart plug (upcoming product).

 

Find out how to create a time automation.

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What is the Home/Away mode?

The Home/Away mode allows you to assign an away setpoint in a single action to all your devices in a location. For your devices to return to their regular settings, select the Home mode. The Home/Away button is on the home screen of the app.

 

How to assign an away setpoint to my devices?

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What is the automatic mode?

In this mode, the device’s setpoint or state changes automatically according to the schedule that has been programmed.

 

If you modify the setpoint or the state while a schedule is running, it will bypass the schedule (Auto Bypass). The programming will return to the schedule established during the next programmed period.

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What is the Early Start feature?

When the Early Start function is enabled, the thermostat determines when to start heating in order to obtain the desired temperature by a set time.

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How can I see the complete list of my devices?

To see a complete list of your devices, tap the dashboard icon and select All.

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What is the postal code (zip code) for?

The postal code or zip code indicated in the location has two purposes.

It is used primarily to determine the outdoor temperature that will be displayed at the top right on the home screen of the Neviweb app. The postal code is also used to determine the outdoor temperature that will be displayed on the screen of some of your devices, such as thermostats.

The temperature used is that provided by The Weather Network.

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What is the cost per kilowatt-hour for?

The cost per kilowatt-hour shown in cents in the location is used by our algorithms to calculate the usage cost of each of your devices over a period. You can specify a different cost for each location.

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Does the Neviweb app use geolocation?

The current version of Neviweb (1.2.8-10) does not include geolocation. However, it is expected that this feature will be added to the Neviweb application soon.

 

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How to lock the buttons on my device?

You can lock the buttons on your device by selecting this option in the device settings in Neviweb.

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How to change the displayed time and temperature format featured on the thermostat?

The time and temperature format may be displayed differently on your thermostat screen and in Neviweb. To change the time and temperature formats displayed on your thermostat screen, go to the product settings in Neviweb.

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INSTALLATION

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

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 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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Which browsers are compatible with Neviweb.com?

Neviweb.com is compatible with the following browsers: Mozilla Firefox, Google Chrome, Safari, Edge, and Opera.

 

Internet Explorer is not compatible with Neviweb.com. Although the website will display on the browser, you will not be able to control your smart devices.

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Where can I download the Neviweb app?

The Neviweb app is available on the App Store (iOS) and Google Play (Android).

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INTEGRATION

Which voice assistants are compatible with Web Programmable devices?

Web Programmable devices are compatible with Amazon Alexa via the Neviweb App and the GT125 gateway.

 

Web Programmable devices are not compatible with Google Home due to new requirements from Google’s system that aren’t compatible with this product line.

 

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Is the Neviweb app compatible with the Apple Watch?

Like most of smart home control apps, the Neviweb app is not compatible with the Apple Watch.

 

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OPERATION

SINOPE WATER LEAK PROTECTION