Neviweb - FAQ

What happens if a time automation conflicts with a presence automation?

Sometimes, time and presence automations may conflict and indicate different setpoints for the same period. In these situations, each new automation takes precedence over the previous one.

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APPLICATION SINOPÉ WATER LEAK PROTECTION

ACCOUNT

Which iOS and Android versions are compatible with the Neviweb app?

The Newiweb app requires the minimum versions of the following operating systems:

iOS

Neviweb app is compatible with iOS 10 and the most recent versions. The geofencing feature however requires iOS 11 to work.

Android

Android KitKat 4.4 version and its subsequent versions are compatible with the Neviweb app. The geofencing feature, however, requires the Lollipop 5.0 to work.

Note: Earlier versions of these operating systems may cause issues in operation or display of Neviweb.

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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 cannot see the geofencing feature in Neviweb.com. What can I do?

The geofencing feature is only displayed when Neviweb is used on a mobile device such as a tablet or smartphone. To access the geofencing functionality, download the Neviweb app on the App Store or Google Play.

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Why doesn't my device appear in the energy consumption graphs?

Only accessible devices equipped with a load reader or whose connected load is indicated in the product settings are displayed in the consumption graphs.

 

If your device doesn’t appear in the graph: 1) check that it is connected and available in Neviweb; and 2) access the product settings to make sure that a load is indicated in the Connected load (watts) field.

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Why is the thermostat setpoint temperature different from the one programmed in the automations?

If the setpoint temperature does not correspond to the scheduled automation, it could be caused by other automations that conflict or by a scene that has been triggered. Since the scenes have priority over any programming, the automation will resume at the next scheduled event.

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

Zigbee

Please contact the technical support service for more details.

Wi-Fi

To remove a Wi-Fi device from your app, select your Wi-Fi device in the Neviweb Devices list, press on the settings icon, then on Delete

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.

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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?

Zigbee

If the setpoint temperature does not correspond to the scheduled automation, it could be caused by other automations that conflict or by a scene that has been triggered. Since the scenes have priority over any programming, the automation will resume at the next scheduled event.

Wi-Fi and Web programmable

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 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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FEATURES

Can I link more than one mobile device to the geofencing feature?

For now, the geofencing feature can only be linked to one mobile device (smartphone or tablet) at once. The multi-user mode that will be unveiled in the Neviweb app in Spring 2020 will enable the possibility to link several devices to the geofencing feature.

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How to create schedules in Neviweb with the GT130?

With the GT130 gateway and Zigbee devices, schedules have been replaced by time automations in Neviweb.

 

With time automations, users can trigger the actions of more than one device at a time.

 

For example, you can create a time automation called “Waking Up” which activates setpoint temperatures for certain thermostats, turns on the lights and starts the coffee maker plugged into an smart electrical outlet.

 

Find out how to create time automation.

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Can I set a location to the Away or Home mode without sharing my position?

Yes. It is possible to set a location to the Away or Home mode manually from the Neviweb dashboard. The Away/Home setpoints will be executed according to the presence automations created (Zigbee devices) or based on the away setpoints saved (Wi-Fi and Web Programmable devices).

 

Only the geofencing feature requires always to share your position.

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What happens if a time automation conflicts with a presence automation?

Sometimes, time and presence automations may conflict and indicate different setpoints for the same period. In these situations, each new automation takes precedence over the previous one.

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Can I set a location to Home or Away without geofencing?

Yes, it is possible to set a location to Home or Away manually from the Neviweb dashboard. The house icon on the left side of the button confirms the presence status: lights are on to confirm the Home mode and lights are off for the Away mode.

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Must I always share my position to use geofencing?

Yes. As this feature uses your mobile device’s position to detect when you leave the delimited perimeter and to send setpoints to your devices, you need to always share your position with Neviweb for the geofencing to work properly. 

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What are the benefits of using geofencing?

The use of geofencing has many benefits:

 

  • Better energy savings and a comfort adapted to your routine
    Every day is different. And because your schedule may change significantly from a day to another, geofencing enables Neviweb and your smart devices to adjust accordingly. The geofencing feature allows you to use energy based on your lifestyle habits. It also provides perfect comfort every day when you return home.

 

  • You no longer need to open the app to trigger the Away mode
    With geofencing, Neviweb takes care of it without you having to lift a finger. As soon as you cross the selected perimeter, Neviweb sets your location to Away. When you get back home, the app automatically turns on the Home mode, so your house and your smart devices are ready to welcome you.


  • Simultaneously set more than one location to Away
    Some users have more than a Neviweb location per street address, which happens when one uses a GT125 and a GT130 for the same address. With geofencing, it is possible to set the same Home/Away parameters for many locations. As a result, they can all be set to Home or Away automatically, without requiring any additional intervention. Geofencing thus simplifies the management of all locations and devices greatly.
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How can I set the radius of my location for geofencing?

To select the radius of your location, press with a finger on the map to mark your location. Then, drag the cursor under the map from left to right to select the radius value from 1 km to 100 km.   

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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 send orders to your smart devices based on your presence at a location. You can change your Home/Away status manually from the dashboard or use geofencing, so actions are triggered automatically.

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What is the automatic mode?

In this mode, the Wi-Fi and Web Programmable device’s setpoint or state changes automatically according to the schedule that has been programmed.

 

If you modify the setpoint or the state of a device 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.

 

The Wi-Fi and Web Programmable devices need to be in the Automatic mode to achieve the schedules programmed.

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What is the Early Start feature?

Wi-Fi and Web Programmable

When the Early Start function is enabled, the thermostat determines when to start heating to obtain the desired temperature by a set time. If the feature hasn’t been enabled, the thermostat will start heating at the set time instead.

 

Sometimes, the Early Start and the geofencing features may conflict. If the geofencing feature is enabled, it will take precedence on the Early Start execution.

Zigbee

This feature is unavailable with Zigbee devices.

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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 Neviweb have the geofencing feature?

Yes, Neviweb has the geofencing feature that allows setting a location to Home or Away automatically.


Geofencing is only available within the Neviweb app when used on a smartphone or tablet.

 

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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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In which situations will I receive notifications?

Neviweb app

When connected to the GT130 gateway, water leak detectors allow you to receive email alerts when water is detected.

 

Some Web Programmable Thermostats allow you to receive low-temperature alerts by email.

Sinope Water Leak Protection app

When used with the Sinope Water Leak Protection app, the valve and water leak detectors can send alerts by email or SMS 1) when there is water detection; 2) when there is frost risk (detected temperature of 3.74 °F / 3 °C) and 3) when the batteries are low. Each alert must be activated individually for each connected device for which you wish to receive notifications.

 

An Internet connection is required to receive alerts, and the valve must be connected to the Sinope Water Leak Protection app.

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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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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?

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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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