Thermostats FAQ

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.

  • Was this information helpful? ?

  • Yes
    No

APPLICATION SINOPÉ WATER LEAK PROTECTION

TROUBLESHOOTING

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.
  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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).

  • Was this information helpful? ?

  • Yes
    No

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. 

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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
  • Was this information helpful? ?

  • Yes
    No

FEATURES

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.

  • Was this information helpful? ?

  • Yes
    No

How often do my devices communicate with each other by radio frequency?

Once installed, the thermostats are essentially in a reception mode and do not emit any radio frequency signals except when you communicate with them though Neviweb.

 

The GT125 web interface refresh and transmit the outside temperature to the thermostats once every hour.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

How can I program my smart devices?

The programming must be done from the Neviweb application on which you have previously created an account. Access to the list of devices connected to your location and click the schedule icon to enter the desired schedule.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

Will I have to reprogram my devices after a power failure?

During a power failure, the programming of the devices is kept in memory. Your devices will resume the schedule as soon as power is restored.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

INSTALLATION

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 will seamlessly integrate with your existing ecosystem of smart devices. The only difference is that you can not 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, including dynamic communication between devices and local backup of programmings. This last feature allows your thermostat to work perfectly, even if there is no Internet.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

How can I program my Zigbee compatible device?

Programming must be done from your Zigbee compatible platform. Refer to your platform’s manual for more details.

  • Was this information helpful? ?

  • Yes
    No

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”.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

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.

  • Was this information helpful? ?

  • Yes
    No

INTEGRATION

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.

  • Was this information helpful? ?

  • Yes
    No

How can I make my Zigbee smart thermostat TH1123ZB or TH1124ZB work with SmartThings?

To operate your TH1123ZB or TH1124ZB Zigbee smart thermostat with SmartThings, you must first download the driver.

 

Then install the driver referring to the SmartThings Driver Installation Guide.

  • Was this information helpful? ?

  • Yes
    No

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.

 

  • Was this information helpful? ?

  • Yes
    No

Are Web Programmable devices compatible with Apple HomeKit?

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.

 

  • Was this information helpful? ?

  • Yes
    No

OPERATION

SINOPE WATER LEAK PROTECTION