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  • Is Anna
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  • Manual

    With a Manual

    Paper manuals. That is so 2013, according to Anna.
    For that matter, you will find the online manual and the quick start manual here. So that you can let Anna work for you more effectively.

ANNA

ON A TECHNICAL NOTE

Do you want to know more about Anna’s technical functionalities? That is possible! Amongst others, you can control Anna (from a distance) with the app, set your week schedule, turn geo-fencing on or off and choose a status. Installing the Anna app for the first time? Check first if your smartphone or tablet is compatible.

FAQ

Warning!
When you install this product always first shut off the power supply to your boiler and the Smile. You do this by unplugging the boiler and the Smile from the power outlet. Also make sure that the Smile is not connected to the power outlet with an adapter.

Is Anna compatible with my boiler?

Anna is able to handle most modern boilers; however not all of them. Anna in combination with the Smile T (24V/OT) works with all central heating systems that can be switched on/off (24 V, 1 A) or that operate with OpenTherm. For boilers working on other modulating protocol than OpenTherm a convertor might be available, please check this with your installer of your boiler. Anna in combination with the Smile T230 (230VA5) works with all central heating systems that can be switched on/off (0-230 V, 5 A).

In case of any doubt as to whether Anna will work with your boiler, contact the manufacturer or the boiler’s installer to ask if it supports OpenTherm, switched on/off (24 V, 1 A) or switched on/off (0230 V, 5 A). Inquire as to whether any additional actions are required, such as placing a convertor, placing resistors, changing the connection points, or adjusting the software settings.

General

Can I use Anna inside the home?

If the answer to the following questions is ‘yes’, you can install Anna in your home.

  • First check whether your boiler is compatible with Anna. (See: Is Anna compatible with my boiler?)
  • Is there a proper network signal and a free power outlet near the boiler? If your smartphone shows a WiFi signal of at least 2 reception bars, you can assume the WiFi reach is sufficient.
  • Do you have a smartphone or tablet that operates under iOS or Android? If so, you can install the Anna app. Check for the minimum system requirements, see: System requirements.
  • Are there existing wires available that connect the boiler with the thermostat? Anna does not work wirelessly.
I ordered Anna from NLE; where do I go for support?

If you ordered Anna from NLE and you are not able to figure it all out, you can contact NLE:
www.nle.nl/klantenservice | www.whoisanna.com/annathuis | +31(0) 88 73 07 307

I ordered Anna from ENI; where do I go for support?

If you ordered Anna from ENI and you are not able to figure it all out, you can contact ENI:
http://www.eni.be/helpmij | +31(0) 78 15 28 28

I ordered Anna from Plugwise; where do I go for support?

You are at the right address; we can help you get started if you are not able to figure it all out.

Why is the packaging labelled NLE?

Anna and the Anna app are co-creations of Plugwise and the Nederlandse Energie Maatschappij (NLE).
If you acquired Anna from someone other than NLE, then Anna is your property. You do not need to sign a contract for the Anna services with NLE.

Why is the packaging labelled Plugwise?

Innovation does not have to come from far. Anna is developed in the Netherlands by Plugwise.

How do I set up the helpdesk connection?

To be of the best possible service to you, you can temporarily use the Smile to set up a helpdesk connection so that Plugwise helpdesk officers and developers can view your environment directly with you to determine the problem. Press six times in quick succession on the black button on the Smile. This establishes a 48-hour connection. Contact the helpdesk in advance, so that we know that you are establishing the helpdesk connection.

The smile is broken, what now?

You will connect the Smile in between the boiler and Anna. The Smile takes care the data of your boiler will be send to your smartphone or tablet via your own network. When the Smile is broken Anna will continue to work for you. So make sure the plug of the Smile is connected to the socket. This will provide Anna the power she needs. Anna continues the schedule you set. Currently you are not able to use the Anna app or the HTML interface. There are also less functionalities available, manually via Anna herself. You can only increase or decrease the temperature through Anna herself.

I am having trouble with installation step 1: connecting to the WiFi network.

Insufficient WiFi signal strength near the boiler?

A WiFi repeater to strengthen the signal may provide a solution here.

I am unable to find the Smile network.

Are the ‘WLAN’ and ‘Status’ lights flashing after you connect the Smile to the power outlet (Smile is in login mode)? Only then is it possible to find the Smile network among the WiFi networks.

Reset the network connection on the Smile (See: How to reset the network connection?) to set the Smile to login mode.

I can see the smile network, but am unable to connect to it.

Wait until the Smile has completely started up before connecting with it: this can take up to 2 minutes. Check that you correctly entered the Smile password (8 consonants printed in bold on the sticker). If you selected the automatically save Smile password option, remove the password, and re-enter the 8 consonants printed in bold on the sticker.

I am still unable to connect to the Smile network.

Check that the network name is the same as the Smile network name. The network name is located on the sticker on the Smile after ‘SSID’. Reset the WiFi connection on the Smile; see: How to reset the network connection. Make sure that you have not connected a network cable to the Smile.

Still no luck?

Contact the helpdesk so that we can assist you further.

I am unable to connect to the HTML interface during the installation (http://192.168.40.40).

Check that your smartphone or tablet is connected to the Smile network (this name starts with ‘smile_’). This is necessary for you to connect to the Anna web page.
Connect to the Smile network. If you selected the automatically save Smile password option, remove the password, and re-enter the 8 consonants printed in bold on the sticker.

I am not automatically redirected to the ‘network settings’ page to adjust my WiFi network settings.

You can navigate to the ‘Network settings’ yourself as well. Enter http://192.168.40.40 in your web browser to connect to the Anna web page. Click on the menu icon at the left. Click on ‘Settings’. Next click on ‘Network settings’.

The Smile is unable to find my WiFi network.

Check the WiFi signal at the location where you installed your Smile. If your smartphone shows a WiFi signal of at least 2 reception bars, you can assume this is sufficient. Do you have sufficient signal strength? It is possible that the Smile does not immediately find your WiFi network. In that case, once again press ‘Scan’ until the WiFi network is found. Select the WiFi network, enter the password for this network and save the network settings. Wait until the Smile has restarted.

I am unable to establish a WPS connection.

You can only connect to your WiFi network via WPS with the help of a special WPS button on your router or in the router’s web page. You cannot use a pin code to connect the WPS. Note: the WPS button is not (yet) active for many routers. Consult the router’s user manual to activate the WPS button.

You have 2 minutes to connect the Smile to your WiFi network after you have depressed the black button on the Smile for 2 seconds (the ‘WLAN’ light flashes rapidly and regularly). Take this into account, so that you depress the WPS button on the WiFi router on time. After 2 minutes the Smile returns to login mode.

I prefer to connect the Smile to my network with a network cable (UTP cable).

That too is possible and quite simple! You will require a network cable (UTP cable) for this purpose equal in length to the distance between the location where you are going to hang your Smile and the network router to which you want to connect. Connect the network cable to the Smile at the network cable opening. Connect the other end of the cable to an internet-enabled port on the router. If you do not know which ports are internet-enabled, consult the router’s user manual or contact its provider. Only once you have completed the above actions, connect the Smile to the power outlet.

I used a network cable to connect the Smile to my router, but I am unable to connect to the HTML interface (https://anna.plugwise.net).

Check that your smartphone, tablet or computer is connected to the same network to which you have connected your Smile. If this is the case, first check the network connection. Are you able to connect to other websites? If this works, check whether the lights:

  • ‘Status’ and ‘LAN’ lights on the Smile are flashing: the Smile is connected to the network.
  • ‘Status’ and ‘WLAN’ lights on the Smile are flashing: It is possible that the Smile is still in login mode to connect via WiFi. Remove the network cable from the Smile and then unplug the Smile from the power outlet. Now first connect the network cable to the Smile and then plug the Smile into the power outlet. Wait until the Smile has restarted. The ‘Status’ light is lit and the ‘LAN’ light is flashing.

I am having trouble with installation step 2: connecting the Smile.

To cut or not to cut the wires between the boiler and the thermostat?

If possible, connect the wires to the terminals on the boiler designated for this purpose. If access is limited, you may decide to cut the wires. In either case consult the boiler’s user manual for information about the boiler connection.

Warning! When you install this product always first unplug the boiler and the Smile from the power outlet.

Why is it necessary for me to first check whether the Smile is properly connected to the boiler?

Because we want you to be snugly warm, we recommend that you check every step before proceeding to the next step. This way it is easy for you to trace where something may have gone amiss during the installation and it enables us to quickly help you move forward.

By temporarily connecting Anna to the Smile using the extra installation cable you can quickly confirm whether or not the Smile is properly connected to the boiler. Carefully follow the steps in the user manual for this purpose. Also check via the Anna web page whether the Smile knows how you have connected the boiler: Open https://anna.plugwise.net in the browser, log in with the Smile ID and ensure that your smartphone, tablet or computer is connected to the same network to which you have connected your Smile. Select ‘Status’ via the menu and look under ‘System’. Under ‘boiler protocol’ you can see what the Smile thinks it is connected to.

The Smile does not recognise the right boiler protocol.

Open https://anna.plugwise.net in the browser, log in with the Smile ID and ensure that your smartphone, tablet or computer is connected to the same network to which you have connected your Smile. From the menu select ‘Settings’ > ‘System settings’ and look under ‘System’. Click on the ‘Check’ button after the boiler protocol. The Smile rechecks the boiler protocol.

If the boiler protocol still is not correct, check where the wires are connected inside the boiler and whether additional adjustments are required inside the boiler. See: Is Anna compatible with my boiler? For example, it is possible that the boiler supports OpenTherm, but that the thermostat has been connected to the on/off connection in the boiler. Consult the boiler’s installation manual for additional information or contact the boiler’s installer.

The boiler does not work, but no error message is displayed.

Check that the boiler is plugged into the power outlet.
Check that the boiler’s wires are properly connected to the Smile. Whenever you install this product always first shut down the power to the boiler and the Smile!

I am having trouble with installation step 3: connecting Anna.

Anna doesn't work

Check the wires connected to the Smile and to Anna. Check that the wires cannot come into contact and are properly secured to the Smile near the Anna icon.

Anna’s screen does not turn on/does not work.

First complete the “Anna doesn't work” steps.
If you are still having trouble, unplug the Smile as well as the boiler from the power outlet. Only reconnect the Smile and the boiler to the power outlet once you know that Anna is properly attached to the mounting bracket on the wall.

I am having trouble with installation step 4: installing the Anna app.

The app is unable to connect with the Smile.

First check that you entered the right Smile ID (8 consonants printed in bold on the sticker). Ensure that your smartphone or tablet is connected to the same network as the Smile. Now try to connect to the Anna web page at https://anna.plugwise.net.

If this does not work, wait 10 minutes and repeat the above-referenced steps.

Still no luck?

  • WiFi: reconnect Anna to the WiFi network. See: I want to connect Anna to another WiFi network
  • LAN: reconnect Anna to the LAN network. See: I want to connect Anna to another WiFi network

Changing settings

How to reset the WiFi connection on the Smile.

Press the black button on the Smile for 5 seconds until the light “Status” has blinked 5 times and the light “WLAN” starts to blink rapidly (the network settings will be deleted).

I want to connect Anna to another WiFi network.

Reset the WiFi connection on the Smile; see How to reset the network connection? Reconnect the Smile to the WiFi network (Step 1).

I want to connect Anna to another LAN network.

Remove the network cable from the Smile. Press the black button on the Smile for 5 seconds until the light “Status” has blinked 5 times and the light “WLAN” starts to blink rapidly and release the button. Unplug the Smile from the power outlet. First connect the network cable to the Smile before you reconnect the Smile’s plug to the power outlet: “Status” and “LAN” lights on the Smile are blinking: the Smile is connected to the network.

Update the Smile with the latest firmware version.

Whenever there is a new firmware version, the Smile is updated automatically during the night. Should you want to do an update earlier, you can do this via the HTML interface. Go to https://anna.plugwise.netand make sure that your smartphone, tablet or computer is connected to the same network as the Smile. Select “System status” via the menu and look under “Firmware”. Press the button “Check for new firmware”. If an update is available you can now install it.

I want to connect Anna to another boiler.

No problem! Unplug the boiler and the Smile from the power outlet. Connect the Smile to the other boiler. Follow step 2 in the user manual for this purpose. Once you have properly connected the Smile to the boiler, plug the boiler and the Smile back into the power outlet. Wait until the Smile and Anna have restarted. Connect to the HTML interface at https://anna.plugwise.net. From the menu select “Settings” > “Boiler settings” and look under “Boiler protocol”. Click on the “Check” button after the boiler protocol. The new boiler protocol will now be recognised and you can now use Anna in the same way as usual.

Anna uses the OpenTherm protocol, how do I set the maximum boiler temperature?

Is Anna using the OpenTherm protocol?
Then you can adjust the maximum boiler temperature. Connect with the HTML interface via https://anna.plugwise.net. Go to “Settings” > “Boiler settings” via the menu. Enter your maximum boiler temperature here. Did you not tell Anna what the maximum boiler temperature is? Then she'll set it to 60 degrees. Set the boiler temperature to 60 degrees in a well-insulated house. The boiler will then heat for longer, but with a lower flame. Because your home is well insulated, very little heat is lost. Your gas consumption will fall.

Set the boiler temperature to 80-85 degrees in a poorly insulated house. Very little heat will be lost because your house heats up quickly. The heating can be quite a bit warmer than you are used to. This will mean you will be warmer, even when the temperature is set lower.

Anna

Anna continues to supply heat, even when the set temperature has been reached.

The small flame in Anna’s screen not only indicates that Anna is heating your home, but it will also be displayed when you open the hot water tap. If the radiators continue to supply heat, check whether the boiler is properly connected to Anna.

The temperature continues to rise after the set temperature has been reached.

When Anna is new, she still has to learn about your home. Anna keeps track of how fast you heat up your home and will remember this. After a few days Anna knows how to bring the home up to temperature as efficient as possible.

I set a preset, but after a few hours Anna jumps back to the schedule.

(Firmware version 0.13.3 and higher)
If your schedule is active and you set your Anna on “Away”, the preset “Away” will continue until a new temperature point passes in the schedule. If you want to set a preset for a longer period, you will need to deactivate your schedule. Only the presets “Vacation” or “Frost protection” will deactivate the schedule automatically.

How long does it take before Anna has learned from you?

Anna requires a few days to a week to learn how quickly you heat and cool your home. Anna assumes an average home for this purpose. In other words, the greater the deviation from this standard, the longer it takes for Anna to learn how to heat your home as efficiently as possible. If you want the temperature in your home to be 19 degrees at eight o’clock in the morning, Anna will make sure that happens.

How does Anna set the temperature?

When you create a schedule in the Anna app, Anna will set the temperature at the time you have selected. If you want the temperature in your home to be 21 degrees at six o’clock, Anna will make sure that it happens.

Anna does not heat my home the way I want to

Is the temperature in your home not the way you want it to be? It might be that Anna is placed in a warmer spot. Anna heats based on the temperature she measures. Make sure you place Anna on the prescribed spot for the best result. Also check your boiler settings.

A message icon is displayed on the screen.

You have received a message. You can read this message in the Anna app. You can open this message in the app by opening the Anna tab on your smartphone or tablet. Tap on the message icon inside the blue circle on your smartphone or tablet. The message will disappear once you have read it.

Anna’s screen is red.

When Anna detects a boiler malfunction, the screen will turn red and a message icon with an exclamation mark will appear on the screen. You can read this message in the app (A message icon is displayed on the screen). This message will only disappear after the boiler’s malfunction has been resolved. The screen will then turn blue again.

Consult the boiler’s user manual to resolve the boiler’s malfunction. Keep in mind that in the event of a boiler malfunction, Anna is unable to control the boiler, and a change in temperature therefore will possibly not be effected.

What does “smile not found” mean in the red screen of Anna?

When the Smile is no longer able to communicate with Anna, the screen will turn red and the text “Smile not found” will be displayed. This may occur because the cable between Anna and the Smile is loose or is faulty. Check the cable connection between Anna and the Smile and try to restart the Smile by switching it off and on again. If this does not solve the problem, please contact the help desk.

If Anna lost the Smile she will still work for you, but she cannot do everything anymore. You cannot reach Anna through the app or the HTML interface. You can only change Anna’s settings through Anna herself.

Anna’s screen does not turn on when I stand in front of it.

Anna can sense you up to 30 cm away. If the screen fails to turn on more often, you can reset Anna’s settings, so the presence sensor will be reset.

You can do this via the HTML interface: From the menu, select “Settings” > “System settings” and look under “Device settings”. Click on the “Calibrate” button after the presence sensor. Anna glows orange and the screen goes off: Anna readjusts the presence sensor.

I am able to operate Anna, but the message ‘loading, please wait’ stays on Anna’s screen.

Unplug the Smile from the power outlet. Unhook Anna from the mounting bracket on the wall, and then replace Anna (click). Next plug the Smile back into the power outlet and wait until Anna has started up.

I am unable to activate a schedule.

You can only activate a schedule after you have created a schedule in the app or via the web page.

Anna app

What does the spinning icon, top right in the Anna screen, mean?

The icon spins if you increase or decrease the temperature, a preset or a schedule active/deactivate in the Anna app. These are actions Anna can remember to learn from you.

Remote operation.

In the Anna app, go to “Settings” via the menu and select “Smile”. Turn on “Remote”. You can only activate “Remote” operation when you are at home (and your smartphone is connected to the same network as the Smile).

For remote operation, Anna must establish a connection with the Plugwise server. This is the only way in which remote operation is possible. Remote operation is made possible through means of a cloud service. Your details are always anonymous and are transmitted via a secure (SSL) connection.
If Anna is not permitted to establish a connection with the Plugwise servers, you can adjust this via “Settings” > “System settings” on the HTML interface. In that case it is unfortunately impossible for us to support the remote operation service.

The app does not work remotely.

Check that you have installed the latest app version on your smartphone or tablet. You can download the app from the Playstore or the App Store. Once you have installed the app, turn off remote operation and then turn it back on; see 'Remote operation'.

Anna changes to the preset “away” if I pass the geo-fence distance, but people are still in the home.

When Anna recognises a smartphone leaving the geo-fence area, she will active the preset “Away”. She will not take other people being in the home into account.

Geo-fence does not work.

Adjust your smartphone or tablet such that the Anna app automatically polls for the GPS signal.
The only way to adjust the Geo-fence settings is via the app. Go to ‘Settings’ via the menu and select ‘Smile’. To be able to activate ‘Geo-fence’, you must first turn on ‘Remote’ operation; see 'Remote operation'. Turn on ‘Geo-fence’ and enter the distance within which Anna should activate itself.

I have turned on geo-fence, but nothing is happening.

Did you activate your GPS signal on your smartphone? The GPS signal is used to determine your location in relation to the Smile.
When you closed your app and geo-fence was not running in the background or your GPS signal on your smartphone or tablet was turned off, then it can take up to 5 minutes before the app has determined the distance between the Smile and your gateway. On the basis of this distance and the distance you have set under “Geo-fence” > “Distance”, Anna activates the “Home” or “Away” status.

How does geo-fencing work?

You could consider geo-fencing a virtual fence around your home that operates on the basis of the location sensor on your smartphone. When Anna sees that a smartphone leaves the area within the fence, it will activate the “Away” status. Once the smartphone re-enters the virtual fence, Anna will activate the “Home” status, so that it is nice and warm when you come home.

When you make use of geo-fencing, the app will regularly poll your smartphone for its location. The Anna app determines the “Home” or “Away” status on the basis of the GPS signal. To be sure that the location is accurately determined, the system checks it several times. As a result, it is possible that at high speeds, the Anna app will respond somewhat slower.

To make geo-fence possible the GPS signal of your smartphone will be used. Set your smartphone so that the GPS signal may obtain or you can turn on your GPS signal manually.

Why does the app have to keep running when I want to use geo-fencing?

Geo-fencing works on the basis of the app. This is why the app needs to be kept running, even if only in the background, in order for geo-fencing to work. When you activate the geo-fencing function, the app regularly polls your smartphone for its location in order to determine whether you are ‘Home’ or ‘Away’. This will cause your smartphone’s battery to deplete faster than you may be used to.

How do I save my changes/settings?

This is not necessary: the changes are automatically saved. When you leave the page via the back icon at the top left corner, the changes are automatically saved.

I am unable to save my schedule.

This is not necessary: the changes are automatically saved. When you leave the app via the menu icon at the top left corner, the schedule displayed on the screen is automatically saved.

The energy efficiency mode does not work.

When Anna has had the opportunity to learn about your energy behaviour, you can select an energy efficiency mode. This means that this option is only available in your app at a later stage. You have the choice of one of three energy efficiency profiles: “Comfort”, “Eco” and “Green Crusader”. If comfort is most important to you, select “Comfort”. If you want to adopt a sustainable lifestyle, yet in a comfortable way, select “Eco”. “Green Crusader” leads to optimal efficiency: Anna will turn things down “just a notch” in comparison to your current lifestyle.

HTML interface

https://anna.plugwise.net does not work with Safari.

It is impossible to reach https://anna.plugwise.net by using the Safari browser. Safari does not permit us to redirect you to a local IP address. This makes it impossible to redirect you to the Anna web page. You need to use the Chrome or Firefox browsers for this purpose.

I cannot adjust my boiler temperature in the HTML interface.

Is Anna using the OpenTherm protocol? Only then you can adjust the maximum boiler temperature. Did you not tell Anna what the maximum boiler temperature is? Then she’ll set it to 60 degrees.

If you are sure connected Anna to the OpenTherm connection, and Anna does not recognise the right boiler protocol? Then go to “Boiler settings” in the HTML interface and click on “Check” after “Boiler protocol”. Anna will find the right boiler protocol again.