Specialized Controls - FAQ
APPLICATION SINOPÉ WATER LEAK PROTECTION
TROUBLESHOOTING
CopiedWhat 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:
-
Make sure your Internet connection is functional.
- Verify that the gateway’s Ethernet cable is connected to the router or modem.
- Reset your gateway connection. The web light should now be on.
- 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:
- 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.
-
- 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:
-
Reset the device: press the two thermostat buttons simultaneously for 10 seconds.
- 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.
Mi-Wi
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:
-
Make sure your Internet connection is functional.
- Verify that the gateway’s Ethernet cable is connected to the router or modem.
- Reset your gateway connection. The web light should now be on.
-
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:
- 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.
-
Was this information helpful? ?
-
YesNo
CopiedWhat 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 |
-
Was this information helpful? ?
-
YesNo
FEATURES
CopiedHow 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.
-
Was this information helpful? ?
-
YesNo
CopiedHow to program schedules for my smart devices?
Zigbee
To create a schedule for your Zigbee devices, you must program time or sunrise/sunset automations.
Wi-Fi and Mi-Wi
The programming must be done from the Neviweb app on which you have previously created an account. Access to the list of devices connected to your location, select a device, and click on the schedule icon to enter the desired schedule.
Wi-Fi and Mi-Wi devices offer the possibility to configure different schedules for each day of the week. Mi-Wi devices allow you to create six daily setpoints that will be automatically triggered at the set time. Wi-Fi devices allow configuring up to eight setpoints per day.
Note: The Copy to Device button allows using the same schedule for another device using the same communication protocol.
-
Was this information helpful? ?
-
YesNo
CopiedWhat 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 Mi-Wi 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.
-
Was this information helpful? ?
-
YesNo
CopiedWill I have to reprogram my devices after a power failure?
No. Power failures have no impact on how the devices work and will not cause the loss of any programmings.
-
Was this information helpful? ?
-
YesNo
CopiedWith which devices can the electrical load controllers be used?
The RM3250RF Mi-Wi Electrical Load Controller and the Zigbee RM3250ZB Smart Electrical Load Controller allows you to control any device with a load corresponding to the values shown in the table below.
| 120 V | 240 V | 277 V | 347 V | |
| Resistive load | 50 A | 50 A | 50 A | 20 A |
| Incandescent lamp | 20 A | 20 A | 20 A | |
| Magnetic ballast | 20 A | 20 A | 20 A | 15 A |
| Electronic ballast | 15 A | 15 A | 15 A | |
| Motor | 1.5 HP | 3 HP | 3 HP |
It is, therefore, possible to control appliances such as water heaters, pumps (pool, well, irrigation, etc.), window air conditioners, and outdoor lighting.
-
Was this information helpful? ?
-
YesNo
CopiedCan I use the electrical load controller with an electric vehicle charging station?
Yes, you can use the electrical load controller with an electric vehicle charging station of up to 50 A (40 A with the RM3200RF model).
-
Was this information helpful? ?
-
YesNo
INSTALLATION
CopiedHow 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 Mi-Wi 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.
-
Was this information helpful? ?
-
YesNo
CopiedWhat 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 Mi-Wi 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.
-
Was this information helpful? ?
-
YesNo
CopiedWhat is the maximum wire size that can be used?
The electrical load controller can be connected to a wire with a maximum caliber of 6.
-
Was this information helpful? ?
-
YesNo
INTEGRATION
CopiedHow can my Zigbee device be connected to a compatible hub?
To connect your Zigbee device to your compatible hub, refer to the installation guide provided with your product or download it through the “Documentation” tab of your product category.
-
Was this information helpful? ?
-
YesNo
CopiedWhich voice assistants are compatible with Mi-Wi 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.
Mi-Wi
Mi-Wi devices are compatible with Amazon Alexa voice assistant through Neviweb and the GT125 hub.
-
Was this information helpful? ?
-
YesNo
CopiedAre Mi-Wi, 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.
Mi-Wi
Mi-Wi devices 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.
-
Was this information helpful? ?
-
YesNo
We are sorry.
How can we help you ?