4.1. Help and technical support
4.1.1. Defective and/or disconnected devices
For any questions regarding installation or equipment, please contact your installer directly; their contact information is listed on your quote. Symphonics only Symphonics energy usage through the app and does not directly intervene in your installation.
- Remove the gateway from your app: from the app, on the affected devices, tap the settings button at the top right of the screen, then select the option to remove the device.
- Clear cache: Once the device has been deleted, go to the settings at the bottom of the screen and select the option to clear the cache ▶️ "How to reconfigure my equipment"
- Ensurethe gateway is properly connected, then press the pairing button for 5 seconds until it flashes.
- Re-pairing: Go to your app and tap the "+" in the top right corner to add your gateway as if it were a new device ▶️ "How to add a device"
- Remove the gateway from your app: from the app, on the affected devices, tap the settings button at the top right of the screen, then select the option to remove the device.
- Clear cache: Once the device has been deleted, go to the settings at the bottom of the screen and select the option to clear the cache ▶️ "How to reconfigure my equipment"
- Ensurethe gateway is properly connected, then press the pairing button for 5 seconds until it flashes.
- Re-pairing: Go to your app and tap the "+" in the top right corner to add your gateway as if it were a new device ▶️ "How to add a device"
4.1.2. Temperature setting and programming issue
If your thermostat is not responding to commands from the application, it may be experiencing a calibration issue. This can prevent correct temperature regulation. We advise you to check that the installation has been carried out according to the manufacturer's recommendations.
If the problem persists, we recommend contacting the installer who set up your equipment, as they will be able to check the installation and ensure that everything is working correctly.
The technology developed by Symphonics your electricity usage by identifying the most cost-effective times to heat your home.
To do this, we take into account several factors, such as off-peak hours, outside temperature, and the production of your solar panels.
Switching to manual mode allows our optimization program to temporarily adjust the temperature in order to maximize savings while preserving your comfort. Thus, we may initiate a short heating cycle to maximize savings while preserving your comfort, before turning off your radiator for at least twice as long.
For example:
- If your off-peak hours end at 8 a.m., we may heat slightly at 7:45 a.m. to take advantage of the reduced rate, then turn off your radiator after 8 a.m.
- If your solar panels are producing in the late afternoon, we can trigger heating at that time to avoid consuming during peak hours later.
These adjustments are made to optimize energy efficiency and cost savings. Of course, you retain full control over your equipment through the Symphonics app Symphonics can adjust the temperature at any time.
If you wish to disable these optimizations, you can send us a request to contact@symphonics.fr.
If your thermostat is not responding to commands from the application, it may be experiencing a calibration issue. This can prevent correct temperature regulation. We advise you to check that the installation has been carried out according to the manufacturer's recommendations.
If the problem persists, we recommend contacting the installer who set up your equipment, as they will be able to check the installation and ensure that everything is working correctly.
If your thermostat is not correctly detecting the ambient temperature, this may be due to a calibration or installation issue. We advise you to check that the thermostat is correctly positioned and that it is not exposed to a source of heat or cold that could distort the measurement.
If the problem persists, we recommend contacting the installer who set up your equipment so that they can carry out the necessary checks.
4.1.3. Error message
Errors E1 and E2 indicate a problem during the calibration of your thermostatic head. This calibration allows the device to detect the positions of the valve completely open and completely closed.
Here is what these errors mean and how to correct them:
- Error E1: The closed position of the valve was not detected.
Verify that the thermostatic head is correctly installed and securely attached to the valve.
- Error E2: No contact detected between the motor and the valve transmission rod.
Ensure that the adapter and thermostatic head are securely attached to the radiator.
Reassemble the device and restart the calibration to resolve the issue.
If the error persists after these checks, consult the user manual for your device or contact your installer.
The message "Ada" indicates that the thermostat can be installed on the valve.
If it displays continuously, secure your valve properly. After installation, press the pairing button to activate adaptive mode.
The message "LA" indicates that the thermostat is being calibrated. If it runs continuously, this may indicate an incompatibility between the valve and the thermostat. Ensure that the valve is correctly installed and, if the problem persists, contact your installer. The message LOC indicates that child safety is activated. To deactivate it, please refer to the user guide for your thermostat.
4.2. Managing my devices
- Connect your mobile to the Wi-Fi and Bluetooth networks and activate geolocation.
- Verify that your gateway (the small white box) is activated and in pairing mode (refer to your thermostat's user manual).
- Open the Symphonics app, tap the “+” icon in the upper-right corner, and then tap “Add a device.”
- After a few seconds, your equipment will be displayed
- Click “Add” once the equipment is detected
- Complete the credentials for your Wi-Fi network and validate
Your equipment has been successfully added! You can now enjoy it.
To remove a device, follow these steps:
- Go to your Symphonics account
- Press and hold the device you want to remove
- Scroll the banner at the bottom and click “Remove device”
To create an equipment group or group your equipment in a room (e.g., “my son's room”). Follow these steps:
- Go to your Symphonics account
- Click on « Profile » (at the bottom right) then « Home Management », select your home.
- Press « Add a room » and name it (e.g., « My son's room »)
- Click « Finish »
- Return to the home screen.
- Select a device and then press and hold it.
- In the same way, select the devices you want to associate in the same room.
- A scrolling banner appears at the bottom, click « Edit room » and select the group of devices created beforehand.
No, each thermostat has its own interface and settings. That's why you can't duplicate the programming of one thermostat to another.
However, some thermostats offer the possibility to create groups. These groups allow you to group the temperature settings, whether in manual, automatic or programmed mode, on all thermostats in the group.
This feature depends on the thermostat, and not all equipment is equipped with it. To create a group:
- On a first thermostat, click on the pencil at the top right.
- Click on the “Create a group” icon, then select the thermostats you want to control.
- Click “Save” at the top right, and give your control group a name.
Warning: In group mode, you can control several devices simultaneously. However, the temperature and humidity information will not be displayed correctly. To access this data, you will need to consult the thermostat you wish to check directly.
Your connected devices communicate with the application via your wifi network. If your wifi code changes, you will need to delete your devices, re-pair them and update this information on the application to maintain the connection between the devices and your application. Here is the procedure:
- Remove the gateway from your application: In the application, on the relevant devices, tap the settings button at the top right of the screen, then select the option to remove the device.
- Clear the cache: Once the devices are removed, go to settings at the bottom of the screen and select the option to clear the cache.
- Ensure the gateway is properly connected, press the pairing button for 5 seconds until it flashes.
- Re-pairing: Go to your application and tap the "+" at the top right to add your gateway as if it were a new device (see how to add equipment?).
4.3. Programming, mode and temperature management
- Each thermometer has its own parameters and interface, which is why it is important to refer to the instructions or user tutorials for your devices.
- If you have thermostats from the Mazda or Thaleos brand, make sure that the “temperature switch” button is checked, otherwise you will not be able to program your thermostats from your application.
Comfort mode: setpoint temperature mode that is carried out directly on the radiator depending on the models (refer to the user manual for your thermostat)
- Eco mode: -3.5°C compared to comfort mode
- Comfort mode 1: – 1°C compared to comfort mode
- Comfort mode 2: – 2°C compared to comfort mode
- Frost protection mode: around 7°C to prevent freezing (use when you leave for an extended period)
- Off mode: after the winter season, you can turn off your thermostat by setting it to off mode
Each thermometer has its own parameters and interface, which is why it is important to refer to the instructions or user tutorials for your devices.
For example, if you have thermostats from the brand Xanlite or Powernity, precise temperature adjustment is not available via the application. You must set the comfort temperature directly on your radiator, while the modes can be managed via the application.
If you have thermostats from the brand Mazda or Thaleos, make sure the “temperature switch” button is checked, otherwise you will not be able to change the temperature from your application.
Unfortunately, it is not possible to adjust the temperature of your boiler via the application.
To do this, you would need to add a connected room thermostat directly to the boiler.
4.4. Compatibilities and integration
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