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Transcript

Troubleshooting

1. Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC.

4. Does the SACC work for comercial use (like hotels).

5. Does the SACC always need Wi-Fi.

6. I want mode X but i have mode Y how can i change that.

Next questions

click on the questions to get the answers

use the
green arrow at the bottom if you are done

1

Troubleshooting

Common customer questions and how to answer them:

Non-thermostatic mode if you have an inverter AC.
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).


Thermostatic mode if you have a regular AC unit. This is because the compressor will always work at full power when the AC unit is turned ON.

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.


1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC.

4. Does the SACC work for comercial use (like hotels)

5. Does the SACC always need Wifi

6. I want mode X but i have modey Y how can i change

Return to select
another question

Troubleshooting

Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC

4. Does the SACC work for comercial use (like hotels)

5. Does the SACC always need Wifi

6. I want mode X but i have modey Y how can i change

This question can not be answered directly
since compatibility always depends on the remote not on the AC model (for more information see the Compatibility chapter)

Return to select
another question

Troubleshooting

Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC.

4. Does the SACC work for comercial use (like hotels)

5. Does the SACC always need Wifi

6. I want mode X but i have modey Y how can i change

The tado° SACC uses Wifi and therefore does not need the Internet Bridge that is part of the normal Heating starter kits

This also means Wi-Fi extenders will work for the tado° SACC but not for any of our other products

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another question

Troubleshooting

Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC

4. Does the SACC work for comercial use (like hotels).

5. Does the SACC always need Wifi.

6. I want mode X but i have modey Y how can i change.

The short answer is that we do not recommend tado in its current state for commercial uses.

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.


Return to select
another question

Troubleshooting

Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC.

4. Does the SACC work for comercial use (like hotels).

5. Does the SACC always need Wifi.

6. I want mode "X" but i have modey "Y" how can i change.

Wi-Fi is mandatory for setting up the SACC.

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.

Return to select
another question

Troubleshooting

Common customer questions and how to answer them:

1. Which mode do you recommend
(Thermostatic or non Thermostatic)?

2. Is my "insert AC name here" Compatible?

3. Do i need a tado Internet Bridge to use the SACC.

4. Does the SACC work for comercial use (like hotels).

5. Does the SACC always need Wifi.

6. I want mode X but i have modey Y how can i change?

Return to select
another question

Once the installation is finished the customer can freely switch between Thermostatic and Standard Mode via the settings (Click for Video explanation)

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)


Troubleshooting

2. Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

2. MY AC is turned on and off to often

3. The range at which tado° maintains the temperature is too High/Low.

4. My Temperature mesurement is off.

5. Auto mode is not working.

6. On/Off signal turns Off but not On again or vice versa.

Next questions

7. Why is my Swing/dry/silent or other modes not supported?

click on the questions to get the answers

use the
green arrow at the bottom if you are done

2

Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

2. MY AC is turned on and off to often.

Return to select
another question

3. The range at which tado° maintains the temperature is too High/Low.

4. My Temperature mesurement is off.

5. Auto mode is not working.

6. On/Off signal turns Off but not On again or vice versa.

7. Why is my swing/dry/silent or other modes not supported?.

Even if the remote is a compatible IR remote it might not be recognized during the command matching phase of the installation.

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




Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

Return to select
another question

2. MY AC is turned on and off to often.

3. The range at which tado° maintains the temperature is too High/Low.

4. My Temperature mesurement is off.

5. Auto mode is not working.

6. On/Off signal turns Off but not On again or vice versa.

7. Why is my swing/dry/silent or other modes not supported?

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.


Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

Return to select
another question

2. MY AC is turned on and off to often.

3. The range at which tado° maintains the temperature is too High/Low

4. My Temperature mesurement is off.

5. Auto mode is not working.

6. On/Off signal turns Off but not On again or vice versa.

7. Why is my swing/dry/silent or other modes not supported?

The Temperature range 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.


Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

2. MY AC is turned on and off to often

Return to select
another question

3. The range at which tado° maintains the temperature is too High/Low

4. My Temperature mesurement is off

5. Auto mode is not working

6. On/Off signal turns Off but not On again or vice versa

7. Why is my swing/dry/silent or other modes not supported?

The customer can set a Temperature Offset for each individual tado° SACC under the settings of the respective Room.

(Click for Video of how to find the setting)

Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

Return to select
another question

2. MY AC is turned on and off to often

3. The range at which tado° maintains the temperature is too High/Low

4. My Temperature mesurement is off

5. Auto mode is not working

6. On/Off signal turns Off but not On again or vice versa

7. Why is my swing/dry/silent or other modes not supported?

The AUTO mode does generally not work.

We do not support the AUTO mode even when it can be selected during the installation.

Tell the Customer that Auto mode is not supported for his AC.

Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

2. MY AC is turned on and off to often

Return to select
another question

3. The range at which tado° maintains the temperature is too High/Low

4. My Temperature mesurement is off

5. Auto mode is not working

6. On/Off signal turns Off but not On again or vice versa

7. Why is my swing/dry/silent or other modes not supported?

If it is a new installation in Thermostatic mode:

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 AC stays ON: this is compatible in thermostatic mode.
If The AC turns OFF: incompatible in thermostatic mode as toggle issue and must be controlle via non-thermostatic mode

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)

Troubleshooting

Common customer complaints and how to solve them:

1. My AC Remote is not recognized during the installation?

Return to select
another question

2. MY AC is turned on and off to often

3. The range at which tado° maintains the temperature is too High/Low

4. My Temperature mesurement is off

5. Auto mode is not working

6. On/Off signal turns Off but not On again or vice versa

7. Why is my swing/dry/silent or other modes not supported?

If the customer recently installed his SACC in standard or synthetic mode and a specific setting is not supported there is nothing we can do in the short term but the supported modes are continuously expended (we can not provide any dates)

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.


Troubleshooting

3. Common customer issues with third party aplications or the hardware:

1. Voice commands are not working.

Next questions

2. I can't add the device to homekit.

3. Can't add to homekit after it was already there.

4. Device online in Homekit offline in the tado app or vise versa.

5. The screen is unresponsive.

6. Signals don't reach the AC anymore even though it worked before/during testing.

click on the questions to get the answers

use the
green arrow at the bottom if you are done

3

Return to select
another question

Troubleshooting

3. Common customer issues with third party aplications or the hardware:

1. Voice commands are not working.

2. Can't add the device to homekit.

3. Can't add to homekit after it was already there.

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals don't reach the AC anymore even though it worked before/during testing.

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 )

Troubleshooting

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another question

3. Common customer issues with third party aplications or the hardware:

1. Voice commands not working

2. Can't add the device to homekit

3. Can't add to homekit after it was already there.

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals don't reach the AC anymore even though it worked before/during testing.

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.

Troubleshooting

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another question

3. Common customer issues with third party aplications or the hardware:

1. Voice commands not working

2. Can't add the device to homekit

3. Can't add to homekit after it was already there

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals don't reach the AC anymore even though it worked before/during testing.

When the Sacc was added to Homekit before but was removed it may still show as already registered when trying to add it to Homekit.

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.




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another question

Troubleshooting

3. Common customer issues with third party aplications or the hardware:

1. Voice commands are not working.

2. Can't add the device to homekit.

3. Can't add to homekit after it was already there.

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals dont reach the AC anymore even though it worked before/during testing.

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.

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another question

Troubleshooting

3. Common customer issues with third party aplications or the hardware:

1. Voice commands are not working.

2. Can't add the device to homekit .

3. Can't add to homekit after it was already there

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals dont reach the AC anymore even though it worked before/during testing.

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)

Return to select
another question

Troubleshooting

3. Common customer issues with third party aplications or the hardware:

1. Voice commands are not working.

2. Can't add the device to homekit .

3. Can't add to homekit after it was already there

4. Device online in Homekit offline in the tado° app or vice versa.

5. The screen is unresponsive.

6. Signals dont reach the AC anymore even though it worked before/during testing.

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)

Troubleshooting

Return to select
another question

3. Common customer issues with third party aplications or the hardware:

1. Voice commands not working.

2. Can't add the device to homekit.

3. Can't add to homekit after it was already there.

4. Device online in Homekit offline in the tado app or vise versa.

5. The screen is unresponsive.

6. Signals don't reach the AC anymore even though it worked before/during testing.

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

All Troubleshooting steps provided in this presentation and more can be found in
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.

User interface symbols and their meaning.

And even a guide on how to use the page itself

CFT Knowledge Base.