Thermostats FAQ

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Why is my thermostat screen turning off and on intermittently?

When a baseboard heater is obstructed by an object (curtain, furniture, etc.), the thermal protection that switches off the heating system is activated. The thermostat turns back on when the baseboard temperature returns to an adequate heat to prevent overheating. This protection cuts off, at the same time, the power supply of the single-pole thermostat. Make sure there are no objects obstructing the baseboard to prevent your thermostat from turning off and on intermittently.

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APPLICATION SINOPÉ WATER LEAK PROTECTION

TROUBLESHOOTING

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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 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 if a code appears where the time should typically be displayed?

This is most likely an error code. Check the list of error codes on the Problems & Solutions page to determine and resolve the issue with the device.

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What should I do if the room temperature displayed on the thermostat display looks wrong?

The presence of cooling or heating sources near your thermostat can affect the temperature displayed on the screen. High ventilation, drafts, the presence of a dimmer, or other nearby equipment may distort the temperature reading since the temperature sensor is located in the thermostat housing.

 

Make sure the thermostat is located away from anything that might affect its display temperature so that it represents the actual room temperature.

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Why is my thermostat screen blank?

Why is my thermostat screen blank? The thermal protection of the electric baseboard or thermostat has been triggered to prevent a fire hazard. Thermal protection tripping may occur when the baseboard is overheated or obstructed by a piece of furniture or curtain. The power supply to the baseboard and the thermostat is then cut off. The baseboard and thermostat will start again as soon as the baseboard has cooled down enough.

 

If, even after cooling the baseboard or thermostat, the display is still blank, contact an electrician to verify the installation.

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

Zigbee
Wi-Fi and Web programmable
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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Why is my thermostat screen turning off and on intermittently?

When a baseboard heater is obstructed by an object (curtain, furniture, etc.), the thermal protection that switches off the heating system is activated. The thermostat turns back on when the baseboard temperature returns to an adequate heat to prevent overheating. This protection cuts off, at the same time, the power supply of the single-pole thermostat. Make sure there are no objects obstructing the baseboard to prevent your thermostat from turning off and on intermittently.

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The thermostat housing is hot. Is this normal?

The average temperature of a thermostat housing varies between 35 °C and 50 °C (95 °F and 122 °F).

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Why is the outdoor temperature or the time displayed on the screen wrong?

Verify the postal code or zip code entered in the location settings of your Neviweb account and make sure it matches yours.

 

If the information entered is correct, but the temperature or time displayed is inaccurate, contact our technical support service by completing the contact form and indicating the postal code used, and the error encountered. 

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What can I do if a device is unavailable in Neviweb?

Zigbee
Web Programmable
Wi-Fi
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 :
Reset the connection of a thermostat
Reset the connection of a light switch or dimmer
Reset the connection of a load controllere

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

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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 to adjust the time and outdoor temperature of the thermostat?

The postal code or zip code is used by your location in Neviweb to provide the weather, date, and time to the thermostats. If you do not enter the correct information, the outdoor temperature and time on the display of your thermostats may be inaccurate.

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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 program schedules for my smart devices?

Zigbee
Wi-Fi et Programmable Web
Zigbee

To create a schedule for your Zigbee devices, you must program time or sunrise/sunset automations.

Create a time automation
Wi-Fi and Web Programmable

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 Web Programmable devices offer the possibility to configure different schedules for each day of the week. Web Programmable 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.

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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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Will 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.

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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

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How does the TH1300WF live side-by-side with other devices in Neviweb?

If you own a GT125 gateway:

You can add the TH1300WF Wi-Fi floor heating thermostat in the same location as your Web Programmable devices.

 

You will be able to create scenes that incorporate your TH1300WF thermostat and your Web Programmable devices.

 

The Wi-Fi floor heating thermostat TH1300WF will seamlessly integrate with your existing ecosystem of smart devices. The only difference is that you cannot copy a schedule from a Web Programmable device to a Wi-Fi device, and vice versa. It is nevertheless possible to create schedules for the Wi-Fi thermostat, for each day of the week and up to 8 periods per day.

If you have a GT130 gateway:

If you own a GT130 hub, go for the TH1300ZB Zigbee floor heating thermostat instead. This way, you will benefit from the advantages of the Zigbee communication protocol.

 

If you possess Wi-Fi devices, you can add Zigbee devices in the same location. However, devices using different communication protocols should be programmed independently. Scenes with both Wi-Fi and Zigbee devices can be created, but automations cannot be programmed with the TH1300WF Wi-Fi floor heating thermostat.

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Can I install my thermostat myself?

The installation should be performed by a certified electrician and must comply with local and national electrical codes. A loose connection can be a fire hazard.

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How can I determine the wires polarity?

The TH1120, TH1121, TH1123 and TH1124 series thermostats have two unpolarized wires, eaning that either thermostat wires can be connected to either electrical box wires.

The thermostats of the TH1500 series are equipped with four polarized wires. The wires used to power the thermostat are located in the center and are marked “LINE”. The wires used to connect the heater are positioned at the ends and are labeled “LOAD”.

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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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Can my thermostat control many baseboard heaters?

Yes, make sure, however, that the combined power of all baseboards does not exceed the maximum load of the thermostat.

 

 

Line Voltage Thermostat

Maximum Load @ 120 VAC

Puissance maximale @ 240 VAC

TH1120RF-3000

1500 W

3000 W

TH1120RF-4000

2000 W

4000 W

TH1121RF-3000

1500 W

3000 W

TH1121RF-4000

2000 W

4000 W

TH1123ZB

1500W

3000W

TH1124ZB

2000 W

4000 W

TH1500RF

1800 W

3600 W

TH1500ZB

1800 W

3600 W

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How to connect a single-pole thermostat with a four-wire installation?

Single-pole thermostats (2-wire) cut off power on one side of the power wire only. Both wires of the second line (L2 / N) must be connected. See the diagram below.

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What is the difference between a single-pole thermostat and a double-pole thermostat?

Single-pole thermostats (2-wire) cut power to one side of the power wire only, and so they cannot be turned off. One can only lower the set temperature.

 

The double-pole thermostats (4 wires) cut both sides of the supply line. The thermostat can therefore be turned off since the power to the heaters can be completely interrupted.

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What is the difference between the short cycle and long cycle control?

The short cycles are designed for operation and optimization of the electrical consumption of the following heaters: electric baseboard, convector, ceiling radiating. Long cycles are specifically designed for use with fan-forced convectors. This type of heater requires a long cycle to allow the fan to push warm air into the room effectively. Using a short cycle with fan-forced convectors could damage the radiator and thermostat.

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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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Which floor sensor is compatible with Sinopé products?

Resistive probes of 10 K or 12 K at 25 °C are compatible with TH1300 and TH1400 series thermostats. You can, therefore, reuse a probe that you already have if it works well and that it meets the characteristics outlined above.

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INTEGRATION

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How 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.

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Which voice assistants are compatible with Web Programmable devices?

Zigbee and Wi-Fi
Web Programmable
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.

Control my devices with Alexa
Control my devices with Google Home
Web Programmable

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

 

Control my devices with Alexa

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

Zigbee and Wi-Fi
Web programmable
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

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