6. Troubleshooting
Samir Ahizoune
Created on April 7, 2022
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Transcript
1. Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode X but i have mode Y how can i change that.
use the green arrow at the bottom if you are done
Common customer questions and how to answer them:
This Inverter technology allows your air conditioner to automatically regulate and modulate its speed and power according to temperature changes, also resulting in optimized energy consumption. (Most modern AC are working with the Inverter technology).
Also recommend Thermostatic mode if the house is very well insulated or the ACs Temperature mesurement is not desirable and the customer wants tado° to messure the temperature instead.
(Thermostatic or non Thermostatic)?
6. I want mode X but i have modey Y how can i change
another question
Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode X but i have modey Y how can i change
since compatibility always depends on the remote not on the AC model (for more information see the Compatibility chapter)
another question
Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode X but i have modey Y how can i change
This also means Wi-Fi extenders will work for the tado° SACC but not for any of our other products
another question
Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode X but i have modey Y how can i change.
There is no child-lock for the SACC so manual commands can not be blocked without workarounds.
There is no Guest-Account setting that would allow access to the App with reduced rights.
tado was designed with private spaces in mind and there is no testing to ensure large-scale accounts with 25+ devices are working as intended.
another question
Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode "X" but i have modey "Y" how can i change.
Similarly, it is mandatory for any control via the app and for the smart schedules (that are saved on our servers) to work.
The SACC can however be controlled in manual mode if the internet is Temporarily lost after the device was installed, where it follows the last active setting and any new manual commands.
another question
Common customer questions and how to answer them:
(Thermostatic or non Thermostatic)?
6. I want mode X but i have modey Y how can i change?
another question
If the customer has gotten Synthetic mode during the installation he can not freely switch to Thermostatic mode and will need a Firmware downgrade (Escalate to devsupport for a downgrade)
If the customer has Thermostatic or standard mode and wants Synthetic mode he can repeat the installation Process If support for his remote was added after he finished the installation originally he will now get the new Firmware and go into the synthetic mode installation branch.
Important Note: Officially Synthetic is the new standard and should not be advertised to the customer as a new or third control type, only customers that specifically ask for it should be encouraged to restart their installation. (they might know of the new mode due to our forums or a friend that has it)
2. Common customer complaints and how to solve them:
use the green arrow at the bottom if you are done
Common customer complaints and how to solve them:
another question
For the best chances, new Batteries should be used in the old Remote and direct sunlight should be avoided.
These steps also help if there is no command detected at all
If the matching still fails the Customer needs to try 3 times until he is redirected to the Thermostatic installation which will always work if a compatible IR remote is used.
When the customer is unhappy with how Thermostatic Control works the ticket can be escalated to dev-support to investigate if a command set is available.
Make sure that
There is no unfinished installation
Remote Pictures have been provided (SR: 1w077)
Don't Promise that we will have a command set
Use the internal SR: FWD5
Common customer complaints and how to solve them:
another question
The minimum on/off times for the tado° SACC can be set
by the customer in the settings of each tado° Zone.
(Click for a video of how to find the setting)
This setting is only available in Thermostatic Mode since this is the only mode where tado° controls when the AC is running.
For other modes tado° just provides the setpoint for the AC and the AC decides how to achieve this setpoint on its own.
Common customer complaints and how to solve them:
another question
by the customer in the settings of each tado° Zone.
(Click for a video of how to find the setting)
This setting is only available in Thermostatic Mode since this is the only mode where tado° controls when the AC is running.
For other modes tado° just provides the setpoint for the AC and the AC decides how to achieve this setpoint on its own.
Common customer complaints and how to solve them:
another question
(Click for Video of how to find the setting)
Common customer complaints and how to solve them:
another question
Tell the Customer that Auto mode is not supported for his AC.
Common customer complaints and how to solve them:
another question
Ask the customer to start the installation again and make sure to turn the AC ON before recording the first command. The first command recorded is the Off command.
If it was previously working:
This could be a toggle On/Off issue (very same IR signal for On and Off commands).
This can be tested by sending commands via the old remote in the manner described here
If the SACC can turn Off the AC unit but can not turn it On (Standard mode only)
Dedicated ON must be activated in the backend (TGA)
Common customer complaints and how to solve them:
another question
If the installation of the customer was in thermostatic or standard mode and was not performed recently the customer may restart the AC setup to see if a new mode has since been developed for their AC.
3. Common customer issues with third party aplications or the hardware:
use the green arrow at the bottom if you are done
another question
3. Common customer issues with third party aplications or the hardware:
The SACC will always select the cool mode by default when activated through voice command over a smart assistant.
To activate heating, the customer should first ask for the temperature and then they can change the mode.
This is because smart assistants always consider that an AC is firstly used to cool a room and we have no influence over that.
The customer needs to use the exact Commands available for their respective Smart assistant.
Available Commands can be found in our help center.
(The Smart assistant Performs a manual setting in the tado° app we can not troubleshoot the Commands themselves )
another question
3. Common customer issues with third party aplications or the hardware:
Make sure that all iOS devices are connected to a 2.4 GHz (Not 5GHz) Wi-Fi network.
All devices must be on the same network to be able to find each other.
Make sure the customer is using the IOS app
When using a VPN, make sure that Local Network Discovery is enabled.
Force close the Apple Home app.
Perform a factory reset of the SACC
To explain this to the customer you can use our Helpcenter article which also includes an explanation of how to perform the factory reset:
"My Smart AC Control V3+ is not connecting to HomeKit. How can I fix this?"
If this does not resolve the issue escalated to Devsupport via the SR:FWD5 with screenshots of the error message unless the error message is
"Uncertified accessory"
in this case it is a direct replacement.
another question
3. Common customer issues with third party aplications or the hardware:
This is an issue where the device is not properly deleted from Homekit due to some issue in the Homekit server.
This issue might be resolved by forcing an iCloud update.
The issue can also resolve itself after a few days.
Otherwise, the customer could delete and recreate his Homekit Account (but most people won't be happy to do this and it's not a guaranteed fix)
This is an issue in Homekit and the devices work fine when registered to a new or old tado account.
There is no troubleshooting we can do from our side we can only share what worked for other customers.
another question
3. Common customer issues with third party aplications or the hardware:
This is a known issue in Homekit.
This can happen for devices running standard or thermostatic mode.
SACCs that have the newest Firmware because they are using the new synthetic mode have a workaround that can prevent this issue.
If the customer has performed his initial installation some time ago he should try to reset his AC setup to see if the synthetic mode is available for him.
If Synthetic mode is not available resetting the SACC can temporarily solve the issue.
The state in the tado° app is always the correct one so the devices should be checked here until we implement a similar workaround for older Control types or support synthetic control for the customers Setup.
another question
3. Common customer issues with third party aplications or the hardware:
If the screen is stuck with a specific symbol:
get a screenshot and escalate the case to dev-support via the SR:FWD5
If the screen is not stuck but touch commands are unresponsive:
The Customer should unplug the SACC and keep it unpowered for 1 minute.
Make sure the SACC is clean.
Plug the AC back in making sure the screen is not touched until the device is fully booted.
This Process will recalibrate the SACC screen.
Note: Most of the time when the SACC screen fails it is due to a wrong calibration while it was booting or dirt (dirt, in this case, does rarely mean actually visible dirt but rather people using creams on their hands before touching the devices, cleaning with alcohol can solve this pretty reliably)
another question
3. Common customer issues with third party aplications or the hardware:
If the screen is stuck with a specific symbol:
get a screenshot and escalate the case to dev-support via the SR:FWD5
If the screen is not stuck but touch commands are unresponsive:
The Customer should unplug the SACC and keep it unpowered for 1 minute.
Make sure the SACC is clean.
Plug the AC back in making sure the screen is not touched until the device is fully booted.
This Process will recalibrate the SACC screen.
Note: Most of the time when the SACC screen fails it is due to a wrong calibration while it was booting or dirt (dirt, in this case, does rarely mean actually visible dirt but rather people using creams on their hands before touching the devices, cleaning with alcohol can solve this pretty reliably)
another question
3. Common customer issues with third party aplications or the hardware:
The IR signals are very much like a TV remote
(imagine an invisible flashlight)
This means that a direct line of sight between tado° and the AC is absolutely necessary and even small things like a plant with a leave in the wrong position could block the signal.
Similarly, the Infrared emitters and receivers can not be covered by stickers or similar, for setups that usedt to work it might just be dust or other forms of dirt.
This is an image of the actual IR sensors on the Tado SACC that are normally hidden behind a black Bar.
On the Ac it will also most likely be a black field (IR window) But the positioning and shape depend on the AC model and manufacturer.
Troubleshooting
our
This Includes:
Descriptions of all the Error codes and how to solve them.
Specific issues for the old SACC (WR01).
Other less common issues.
And even a guide on how to use the page itself
CFT Knowledge Base.