Customer calls in with error messages and can't connect to wireless network. Needs a distributor ID.
Distributor ID for units purchased from WY: 10266
Distributor ID for units purchased elsewhere: 20296
Error messages
If a fault or error occurs, the thermostat will display one of the following error
messages:
• E0: Internal failure. The thermostat is defective. Contact your installer.
The thermostat must be replaced.
• E1: Internal sensor defective or short-circuited. Contact your installer.
The thermostat must be replaced.
• E2: External wired floor sensor disconnected, defective, or short-circuited.
Contact your installer for reconnection or replacement.
• E5: Internal overheating. Contact your installer in order to have the installation
inspected.
Note! If any of the above mentioned errors occur, the heating is shut off.
• Three circles containing dots are shown on the screen; the thermostat cannot be
operated.
The thermostat is in “Child Lock” mode. See the section titled “Child Lock” in this
manual for instructions on how to unlock it.
• A circle containing a dot is displayed in the upper left corner of the screen and the
following text is displayed:
“Press on the filled circle”.
Pressure has probably been applied to the screen while power was connected or
the thermostat was turned on. Restart the thermostat in the following way to continue
using it:
1. Hold the power/reset button on the right side of the thermostat to switch it off.
2. Press the power/reset button on the right side of the thermostat to turn it back
on.
The thermostat will then boot normally.
• The floor is warming up, but more slowly than expected.
- Floor protection might be set to “Laminate”, which prevents rapid heating of the
floor.
- The heating element might have insufficient capacity to heat the floor.
I CAN’T CONNECT TO MY WIRELESS NETWORK
1. Please gather information on the customer’s router: Make, model, band (2.4 or 5.8 Ghz), etc. Any and all information helps.
2. Clarify what they are seeing on the display. Is the customer’s router populating in the available routers screen? What happens when they select it - simply won’t connect?
3. OJ stats will not connect to the following networks: 5.8 GHz, an older router with an older encryption scheme (WEP), or is not protected at all. Once again, thermostats will not connect to these type networks.
Problem
Insufficient WiFi signal
Solution
Try connecting another device, such as your mobile phone, to your wireless network. Stand next to your WiFi Touch
Thermostat and access your phone’s wireless network settings. If the wireless network signal cannot be detected by your
phone, or is very weak, other devices may also have trouble connecting to the network from that area of your home. You
may be too far away from your WiFi router or there may be a problem with it. If you are too far away from your WiFi router,
you can purchase a WiFi signal repeater which will improve the range of the WiFi signal in your home for all devices.
Problem
Your WiFi router has insufficient security
Solution
With so many home devices now connected to the Internet, we want to make sure that your WiFi Touch Thermostat is
connected to a secure network so that hackers cannot gain control of devices in your home. WiFi routers utilize two main
types of protective encryption: WEP and WPA. WEP is the original form of encryption and it offers very little security.
Hackers can very easily break into your wireless network if your router is set up for WEP encryption. WEP encryption was
replaced with WPA encryption in 1999 and WPA2 in 2006. WPA is a security protocol that makes it much more difficult
to break into networks. Your WiFi Touch Thermostat currently supports WPA and WPA2 encryption only. If your router
was manufactured after 2003, you should be able to change the setting from WEP to WPA by following the guide in the
link: (http://www.tech-faq.com/how-to-change-wep-to-wpa.html). Your WiFi Touch Thermostat can still control your floor
heating system without wireless network connection. As the best course of action, OJ Electronics recommends that you
upgrade your security settings to properly protect your network from hackers. If that is not possible, contact your network
administrator.
Problem
I cannot connect to my WiFi router even though there is a good signal
Solution
Some WiFi routers limit the number of wireless devices that can connect to the Internet. To test whether this is the problem,
shut down one of the other WiFi-enabled devices in your home. Once that device is completely shut down, try once again
to connect your WiFi Touch Thermostat to the network. If the WiFi Touch Thermostat connects successfully, consult the
documentation for your access point or contact your Internet Service Provider (ISP) to find out if you can increase the
number of simultaneous connections to your WiFi network.
Problem
Maybe your WiFi router requires a restart/reboot
Solution
The problem might be with your router (even if your other wireless devices are still connected). A simple restart of the router
will usually resolve such problems. While most routers simply have to be unplugged and then plugged back into their power
source to restart them, you should refer to your router’s documentation for specific instructions.
Problem
Maybe your WiFi router firmware needs to be updated
Solution
Contact your ISP or the router manufacturer for instructions on how to update the firmware.
Problem
Other devices are interfering with the wireless signal
Solution
Try turning off other wireless devices (Bluetooth, WiFi, wireless phones/cameras) that may cause interference, then test the
WiFi Touch Thermostat’s network connection.
Problem
Your WiFi Touch Thermostat needs a user reset
Solution
Restart your WiFi Touch Thermostat. To restart the WiFi Touch Thermostat, go to Menu/User Settings/User Reset and
select “Reset Thermostat”. Once your WiFi Touch Thermostat has restarted, go to Menu/WiFi/Weather Settings and try to
connect your thermostat again.
Important! It is imperative that you make a note of the “Distributor ID” found in the thermostat under “Menu/User
Settings/Information” before performing a “Factory Reset”.
The thermostat will not operate without it.
Problem: How to control single thermostat for multiple users
Solution: Regarding multiple users using the same account to access a wifi thermostat, It is possible for more users to access the server using the same log in and password on different phones, tablets and computers.A family can share the same account and control the thermostats attached to the account - from their individual smartphones.
Question: How many stats can be controlled from one account? The limit is 16 units per account (email address) at this time. The product road map is supposed to expand that number. In your customer’s circumstance, he would probably have to create new accounts to accommodate those numbers.
Problem: When UWG4-4999 doesn't recognize/accept ZIP code for weather setup.
Solution: It could be that the weather stations server was down when they tried to connect. Ask the customer to do a “User reset “ on their thermostat and re-install their router and zip code, this usually solves the problem. (From OJ Tech Support)