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FAQ

Firmware update

After the firmware update, the reports don't show any new consumption. What to do now?

There are some cases of problems with refreshing usage reports after installing the new firmware.

This problem can be solved by installing the latest version of Source. You can do that by clicking the 'Updates' button in Source. The installer can also be downloaded from www.myplugwise.com.

If after installing the latest version you still do not get complete bar charts, go to 'Reports' and try the following:

  • Select another report resolution: generate a report 'per hour' instead of 'per day', for example.
  • While holding the Shift-key, click 'Refresh'. A dialog screen will probably explain that there is no new usage data available. That means it's already transfered to your computer. In the background, the data will be processed now. This can take several minutes.
  • Restart Source.

If none of the above options seems to have any effect, it's possible that only a part of the data on the modules has been transfered. Depending on the size of your network, it can take up to a few days before all new data has been received and processed.

One of the modules did not receive a firmware update. What should I do now?

Modules that are unavailable when the firmware is updated, are deleted from the network and cannot be used until you have executed the following steps.

If something went wrong whilst updating the firmware of the Circle+, you can restart the Update Wizard via Source by clicking the ‘Updates’ button. The updating process will resume after the verification steps.

Step 1: Delete the network settings

If you reset the Circle+, you also need to reset all other Circles. If you need to reset multiple Circles at the same time, it is best to plug them all into a big power strip and execute the procedure for all Circles simultaneously.

Procedure for firmware release 2008-08-26:

Unplug the Circle from the power socket, plug it in again and count the number of seconds until it switches on (you can hear a click from the relay). Deduct 6 seconds. The result is the reset interval. If the result is less than 4, use 4 seconds for the reset interval.

Example: if 16 seconds pass between the moment you plug the module into the power socket and the moment the appliance switches on, the reset interval is 16 – 6 = 10 seconds.

• Unplug the Circle for 3 seconds.

• Plug the module into the wall socket again during the reset interval.

• Repeat the above two steps two more times.

• Plugging the Circle into the wall socket again.

Procedure for firmware release 2009-09-08:

Remove the Circle and plug it back into the socket and repeat this another two times.

If the Circle is succesfully reset, it will take 3 seconds or longer before the relais switches (with a soft clicking sound). If the Circle is assigned to a network, it will switch on immediately. Since the Circle+ is the network coordinator, it will belong to a network after it has been plugged in the first time. Hence its relais will immediately switch after being plugged in another time, so the check only works the first time after a reset.

Step 2: Adding modules to the network

After deleting the network settings from the modules, they can be added to the network using the Configuration Wizard.

• Start the Configuration Wizard via Windows ‘Start’, Plugwise Source.

• Click ‘Next’ in each window until all steps have been completed.

• Enter the codes of Circles not on the list in ‘Circles’.

• Click ‘Next’ when all modules have the online status. The modules are online when the question mark icons are replaced for a light bulb icon.

You do not have to enter appliance settings for modules to which an appliance was assigned earlier.

Step 3: Updating firmware

Because part of the network has already been updated, Source will not automatically detect an update for the newly added modules.

• Start the Update Wizard via Windows ‘Start’, Plugwise Source.

• In Source, click the ‘Updates’ button (at the bottom of the screen). See page # for a comprehensive description of the steps. The difference with the first firmware updating process is that this time, there are modules whose firmware has already been updated. These modules do not have to be online if the firmware on the Stick and Circle+ has already been updated.

What should I do if the Stick did not receive a firmware update?

If by the end of the update process something goes wrong, you can restart the Update Wizard via Windows menu Start – Plugwise Source – Update Wizard. You will have to go through the control phases again. Partially executed updates will be completed.

What should I do when the firmware update process has failed?

This might be the problem:

  • The update process was interrupted
  • One of the Circles did not received the update
  • The Stick has not received the update
What to do when the update process was interrupted?

The update process can be continued by restarting the Update Wizard via Windows menu Start – Plugwise Source. You will have to go through the control phases again. Partially executed updates will be completed.

Why have the switching schedules stopped working after the firmware update?

The schedules are still available on the modules, but are inactive.

  • In Source, go to 'Schedules' and click the 'Sent schedules' button. When Source shows a warning saying that it can take some time before the schedules have been sent, click 'OK'.

Within a few seconds all schedules will be active again.

Does the PC have to stay on at all times?

The computer does not have to stay on for the Plugwise system to operate. The modules have their own memory. The measurement data are saved and the modules switch appliances on and off in accordance with the schedules you have entered, even when the computer is switched off. After the computer is switched on with Stick, the data stored in the modules is retrieved for display in the usage reports.

What does Plugwise do with the measurement data collected?

Analyses of large quantities of usage data are interesting because Plugwise can use them to determine what the normal usage is for a specific type of appliance, for instance. We want to start using this type of data to offer more specific saving recommendations in the near future.
The usage data can also inspire us to develop new products and features in the software. This helps us prepare for Smart Grid technology, making consumers less dependent on central power generation and allowing them to supply power themselves, by means of solar cells for instance. This results in ‘smart’ management of the power grid, eventually aiming to achieve more sustainable energy and a better environment.
Plugwise receives the power usage data from the appliances connected to the Plugwise products. The appliance type and associated usage are transmitted. As such the data are totally anonymous; the user’s address or name cannot be traced (unless the user permits it). All anonymised technical data is collected on a server hosted by a professional and independent third party that has no access to the data. The data is protected by means of the most advanced technology.

What power savings (money) does a Plugwise system realise?

You can save up to 40% on power. For a typical system, you will earn a return on investment within a maximum of 3 years.

Where are the Plugwise products manufactured?

The Plugwise system was developed in the Netherlands and is produced and assembled in the Netherlands as well. Some components are sourced from reliable, globally operating vendors.

Which appliances should I plug in?

The Plugwise Circles allow you to track power usage for all appliances with a plug. Save on usage by setting schedules and standby killers. You can achieve the greatest savings on appliances that are always on or standby most of the time, such as your Internet modem, digital TV receiver, floor heating pump or built-in water heater.

We recommend first measuring your power usage for a week before configuring the automatic switching schedules to gain an understanding of when, and on which appliances, you can save on power usage.

General

How does Plugwise deal with privacy and shared data?

See: The use of personal data and consumption data of Plugwise users.

Which protection does a consumer receive after placing an order in the webshop?

As from July 1, 2011 new regulations are applicable in the European Union in order to better protect European consumers.
These regulations apply to all purchases that are made where the physical product cannot be physically viewed including door-to-door sales.

For purchases made in the Plugwise webshop, these rules boil down to the following:

- An inhabitant of the EU has 14 days time to consider after making a purchase on line. This period starts at the moment that the order is received.

- Plugwise is obliged to inform the buyer about his right. We are herewith acting in conformity with this obligation.  

- The buyer who uses this right is responsible for paying the costs of returning the product.

- Plugwise will refund the purchase price of the returned order within 14 days.

- The purchased goods must be delivered within 30 days of placing the order, otherwise the buyer has the right to cancel the order.

- Plugwise is liable for  damage or loss during delivery.

Hardware

Can I measure three-phase power?

We are currently working on developing a module suitable for measuring three-phase power consumers.

A Stealth module can be installed for each phase wire; your electrician would have to install 3 Stealths to measure the phases independently of each other.

In this way you can gain insight into the power usage of your three-phase power consumers.

Does the PC have to stay on at all times?

The computer does not have to stay on for the Plugwise system to operate. The modules have their own memory. The measurement data are saved and the modules switch appliances on and off in accordance with the schedules you have entered, even when the computer is switched off. After the computer is switched on with Stick, the data stored in the modules is retrieved for display in the usage reports.

Does the Plugwise system take account of daylight saving time?

The clock of the Plugwise system is synchronised with the clock in your computer each time Source is started. When daylight saving kicks in, the new time is also set automatically.

Does the Stick have to stay plugged into my PC at all times?

You must leave the Stick in your computer for the communication between the Plugwise software and the Plugwise products. You can unplug the Stick without any risk, but the communication link between the plugs and the computer will be disconnected. In that case, you cannot view the current usage or retrieve new measurement data. Disconnecting the plug has no consequences for the operation of the network or any data entered in the software earlier, such as switching schedules. As soon as you plug the Stick back into the computer, the computer retrieves the measurement data stored in the plugs. Any newly created schedules will be activated.

The system may not recognise the Stick anymore if you plug the Stick into a different USB port than that used when Source was installed. In that case, exit Source and plug the Stick into the original USB port.

For how long are the measurement data stored?

The Circles can store measurement data autonomously for more than a year. Measurements are stored after that period, but earlier data are overwritten, starting with the oldest data. We recommend retrieving the measurement data via Source at least every 3 months. The longer Source is not started and the longer the data remain unread, the longer it takes to retrieve them. Give Source some time. Depending on the period and the number of Circles, the time needed may vary from a few minutes to a number of hours.

How are the measurements synchronised?

Yes, all modules are synchronised with the built-in clock of the Circle+, which in turn is synchronised with the computer.

How can I remove the network settings from a Switch?

To remove the Switch from your network, the factory settings can be restored by performing a reset. The following steps can be used to reset the Switch:

  • Press and hold the top right button for 3 seconds.
  • Press and hold the bottom right button for 3 seconds.
  • Press and hold the top right button 10 seconds.

After a successful reset, the Switch will search for Plugwise networks. This is indicated by the red LED, which lights up for several seconds. The next step is to add the Switch to a Plugwise network by using 'Add Modules' (or the Configuration Wizard), or remove the batteries.

How can you set the system time?

You don't have to. The clock in the Circle+ is synchronised automatically with the time on the PC, each time Source is started. The internal clocks of the other Circles are synchronised automatically with the Circle+.

How do I expand my Plugwise network?

The Plugwise platform works in a very simple manner: all modules can communicate with each other. Therefore, it does not matter what package you have: new modules can easily be added to your secure network with Source.

Go to Settings > Add Modules and follow the instructions for including a new module in your network.

Commercial networks can contain up to 65 modules, depending on the licence type.

How does the standby killer work?

The standby killer allows you to have an appliance switched off automatically as soon as it switches to sleep mode. If you activate the standby killer, you enter a threshold value below which the plug should shut down. The Circle switches off the appliance as soon as the power usage drops below the specified threshold value. The standby killer is activated with a switching schedule, which can also be used to specify when the appliance can be switched on again. You can also manually activate a Circle that was switched off (by the standby killer or schedule) by switching directly with Source. As an emergency solution, you can also unplug the Circle from the power outlet and plug it in again.

How much power does a Plugwise system use?

In an average single-family dwelling, a complete Plugwise Home Basic system uses less than 10 W. That’s less than an energy-saving light bulb! However, the saving by far exceeds its usage.

How safe is the Plugwise system?

The safety of the users of Plugwise products is our top priority. This is not limited to physical safety: under no circumstances must our products interfere with other equipment. The storage and transfer of usage data is also handled reliably and safely.

Read more

Is it possible to measure output?

Yes, this is possible. When measuring, the Plugwise modules do not distinguish between output and usage but the software is able to indicate this difference (per appliance).

What can I do to give my Plugwise network better coverage?

This instruction poster describes what you can do to ensure that your modules are constantly available. See also: What should I do if a Circle does not come online?

What does the Stick do?

See Stick.

Where are the Plugwise products manufactured?

The Plugwise system was developed in the Netherlands and is produced and assembled in the Netherlands as well. Some components are sourced from reliable, globally operating vendors.

Installation & Configuration

Can I transfer my Source installation to another computer?

Yes, you can. You can install Source on the other computer and use a backup file to transfer your data.

Always download the latest version of Source from www.myplugwise.com.

How long does the installation take?

The total installation time depends on the number of Circles you are using. It generally takes about 5 minutes per Circle.

I cannot click ‘Next’ when I enter the licence code. What to do now?

You probably have entered an incorrect code. Check that numbers and letters have been entered accurately. Check your Internet connection and firewall as well. The software needs to be able to connect to the Internet.

What can I do to give my Plugwise network better coverage?

This instruction poster describes what you can do to ensure that your modules are constantly available.

What do I do if the Configuration Wizard does not start up automatically?

There is a shortcut in the Windows ‘Start’ menu in the folder ‘Plugwise Source’.

What do I do if the reports (graphs) are incomplete?

Execute the steps below to generate a report of your usage data:

  • In Source, click ‘Reports' at the top of the screen.
  • In the tree to the left of the screen click the appliance, room or group for which you want to generate a report. Click the plus symbol next to Rooms, Groups or Appliances to unfold the tree.
  • Next to ‘Show’, at the bottom right of the screen, select whether you want to display the data in kWh, cost or C02 emission.
  • Under ‘Per’, choose whether you want to see a report per day, week, month or year.
  • In ‘From’ and ‘To’, enter the period you want the report to cover.
  • When you change one of the settings above, a new report is displayed.

If an appliance was connected to a Circle a short time ago (e.g. when you have just installed the system), it may take several hours for the first usage data report to be generated.

If an appliance has been connected to a Circle for several hours and the Circle has a good connection with the network, the system may fail to display a full graph of usage data in a few cases. This is a software problem encountered in a previous version of Source. Download the latest version to solve this problem.

Where do I find the licence code?

All Plugwise packages with a Source licence come with a licence code. The code can be found on the installation list supplied with the package. The code is on the installation CD ROM in packages issued before 2009.

Why does my Scan or Sense not show up online in the Configuration Wizard?

In rare cases IDs of your Scan or Sense are not recognized by our server. To resolve this issue, please only fill out the last 5 numbers of the code. Make sure you delete the other ID from the list on the right. To do so, select it and press the button marked with a red X.

Orders & payment

How can I pay at Plugwise?

You can settle your bill by means of iDEAL or credit card.

Software

Are my usage data safe if the software crashes?

The measurement data are stored on the Plugwise modules before being retrieved with the software. If something happens that makes it impossible for the software to save the data correctly, the module memory is read once again to complete the dataset.

Can I transfer my Source installation to another computer?

Yes, you can. You can install Source on the other computer and use a backup file to transfer your data.

Always download the latest version of Source from www.myplugwise.com.

See further: How do I back up my settings, switching schedules and consumption data?

Can I try Source first without having to order a package?

Yes, you can experience the functionalities of Source even without a Plugwise package! Go to this page for a database containing demonstration data and installation instructions.

Can measurements be made with an interval shorter than 1 hour?

The software can display the current usage of a connected appliance. The measurement value is an average value over an eight-second period.

In the future, the professional version (Source Pro) will allow users to request graphs of the usage measured in periods shorter than one hour.

Does the Plugwise system take account of daylight saving time?

The clock of the Plugwise system is synchronised with the clock in your computer each time Source is started. When daylight saving kicks in, the new time is also set automatically.

Does the Source software work on 64-bit Windows systems?

The current Source version runs on 64-bit systems, i.e. Windows XP, Windows Vista and Windows 7.

Does the switching system work when my PC is turned off?

You only need your computer for direct switching. Switching schedules stored on the Plugwise modules and manage the the switching without your computer being turned on.

For how long are the measurement data stored?

The Circles can store measurement data autonomously for more than a year. Measurements are stored after that period, but earlier data are overwritten, starting with the oldest data. We recommend retrieving the measurement data via Source at least every 3 months. The longer Source is not started and the longer the data remain unread, the longer it takes to retrieve them. Give Source some time. Depending on the period and the number of Circles, the time needed may vary from a few minutes to a number of hours.

How can you set the system time?

You don't have to. The clock in the Circle+ is synchronised automatically with the time on the PC, each time Source is started. The internal clocks of the other Circles are synchronised automatically with the Circle+.

How do I expand my Plugwise network?

The Plugwise platform works in a very simple manner: all modules can communicate with each other. Therefore, it does not matter what package you have: new modules can easily be added to your secure network with Source.

Go to Settings > Add Modules and follow the instructions for including a new module in your network.

Commercial networks can contain up to 65 modules, depending on the licence type.

How do I make a backup of my settings, switching schedules and measurement data?
Go to Settings – Back up to back up your usage measurements, switching schedules and
settings. Besides for safety issues, making a backup can be useful if you want to install
Source on another computer.
Making a backup
  • Start the Back Up Wizard by clicking ‘Settings’ and then ‘Back up’.
  • Choose ‘Back up’
  • Select a location for your back-up file.
  • If you want, you can enter a different file name.
  • Click ‘Save’.
The progress is shown in the Back Up Wizard’s brown bar. When the backup is finished,
you will be notified. Restoring a backup
  • Start the Back Up Wizard by clicking ‘Settings’ and then ‘Back up’.
  • Choose ‘Restore backup’.
  • Find the location of your back-up file, select it.
  • Click ‘Open’.
  • When the back up data has been added to Source, you will be notified.

Tip: never use more than one Source installation to make changes to switching schedules, groups and settings.

How does the standby killer work?

The standby killer allows you to have an appliance switched off automatically as soon as it switches to sleep mode. If you activate the standby killer, you enter a threshold value below which the plug should shut down. The Circle switches off the appliance as soon as the power usage drops below the specified threshold value. The standby killer is activated with a switching schedule, which can also be used to specify when the appliance can be switched on again. You can also manually activate a Circle that was switched off (by the standby killer or schedule) by switching directly with Source. As an emergency solution, you can also unplug the Circle from the power outlet and plug it in again.

Is there a Linux version of Source?

Unfortunately there is no version for Linux (at this time).

We have heard it is also difficult to run our system on Linux via a virtual environment (such as Wine) since.net 2.0 (sp1) must be installed. More information on this topic can be found on a range of forums. If .net 2.0 (sp1) runs in Wine on your system, you should in principle be able to use Source in Linux.

Unfortunately we cannot provide support but you are, of course, free to experiment.

Is there a Source version for Apple Mac systems?

Unfortunately there is no special version of Source for Apple Mac users. Users with an Apple system should try running Source with the aid of a Windows emulator, such as Parallels.

Troubleshooting

How can I reset my Circle+ or Circle?

For modules with firmware versions 2011-05-13:

Before you start: Remove the Circle from the socket and plug it in again. If it takes a few seconds before it switches on (you can judge this by the clicking sound), no network has been assigned to the module and the Circle does not have to be reset.

  • Remove the Circle from the wallsocket.
  • Connect the Circle to the socket for 2 seconds, and then remove it.
  • Again, connect the Circle to the wall socket for 2 seconds and then remove it.
  • Now, connect the Circle for 8 seconds to the wall socket, and remove it.
  • Wait at least 2 seconds before reconnecting the Circle to the socket.

The Circle's network settings have now been removed. (When it is connected, it takes a few seconds before you hear it switch on).

If you wish to remove multiple Circles simultaneously, it is best to connect them all in parallel to a socket extension, and execute the above procedure for all Circles at once.

For modules with firmware versions 2009-09-08 and 2010-11-01:

  • Unplug the Circle from the power socket and plug it in again. Wait 2 seconds.
  • Repeat this two more times.

If you wish to remove multiple Circles simultaneously, it is best to connect them all in parallel to a socket extension, and execute the above procedure for all Circles at once.

For modules with firmware version 2008-08-26:

  • Unplug the Circle from the power socket, plug it in again and count the number of seconds until it switches on (you can hear a click from the relay). Deduct 6 seconds. The result is the reset interval. If the result is less than 4, use 4 seconds for the reset interval.

Example: if 16 seconds pass between the moment you plug the module into the power socket and the moment the appliance switches on, the reset interval is 16 – 6 = 10 seconds.

  • Unplug the Circle for 3 seconds.
  • Plug the module into the wall socket again during the reset interval.
  • Repeat the above two steps two more times.
  • Plugging the Circle into the wall socket again.

If you wish to remove multiple Circles simultaneously, it is best to connect them all in parallel to a socket extension, and execute the above procedure for all Circles at once.

How can I reset my Scan or Sense?

Restarting Scan:

In case of problems, the Scan can be restarted. For this purpose, a reset button can be found on the back of the module, which can be activated by inserting a long, thin object such as a pin or a paperclip (not a pencil or mechanical pencil, which can break off) in the hole marked ‘Reset’. When the LED light in the casing (on the front of the module) begins to flash (after about 2 seconds), the Scan has restarted.

Deleting network settings

You can also delete all of the settings saved on the Scan. As a result, the Scan will also forget its position in the network. To delete all of the settings, follow the instructions as described in the section ‘Restarting Scan’, but keep the reset button pressed for 10 seconds rather than 2 seconds, until the rapid flashing of the LED light stops.

Restarting Sense:p>

In case of problems, the Sense can be restarted. For this purpose, a reset button can be found on the back of the module, which can be activated by inserting a long, thin object such as a pin or a paperclip (not a pencil or mechanical pencil, which can break off) in the hole marked ‘Reset’. When the LED light in the casing (on the front of the module) begins to flash (after about 2 seconds), the Sense has restarted.

Deleting network settings

You can also delete all of the settings saved on the Sense. As a result, the Sense will also forget its position in the network. To delete all of the settings, follow the instructions as described in the section ‘Restarting Sense’, but keep the reset button pressed for 10 seconds rather than 2 seconds, until the rapid flashing of the LED light stops.

How can I reset my Switch?

For Switches with firmware 2011-05-13, the reset procedure has changed.

  • Remove the button(s) of the Switch.
  • Press the micro-switch (red) at the top left and keep pressing it during the entire procedure.
  • Then, press the bottom left micro-switch for 2 seconds. Release.
  • Again, press the bottom left micro-switch for 2 seconds. Release again.
  • Now press the bottom left micro-switch for 8 seconds. Release.
  • Now also release the top left micro switch.

The red LED stays on for a few seconds to indicate that the network settings have been reset successfully.

For switches with firmware from before 2011-05-13, follow the following procedure:

  • Press the top of the button (with the I-mark for three seconds. (If your switch has two buttons, use only the left button in this procedure.)
  • Press the bottom of the button for 3 seconds (the O-mark)
  • Press the top of the button for 10 seconds.

If after this procedure the control LED stays on for a few seconds after pressing a button, the network settings have been succesfully removed. If this is not the case, repeat the procedure. A watch with a second hand can be useful here.

  • Note: remove the batteries. As long as the Switch is not assigned to a network, it will consume more power.
I cannot always access my Circles via the software. How do I solve this problem?

If a module cannot be accessed, you must place them closer to a module that is accessible, or insert an extra module between the inaccessible module and the rest of the network.

The Plugwise network is a low-power ZigBee Mesh network. The great advantage is that it consumes a minimum amount of power. The network is also extra robust because all the modules are interconnected, each module thus serving to pass on information from all other modules. It makes the network extremely reliable. As an indication, a WiFi router easily uses 15 Watts of power; a Plugwise Circle consumes just 0,55 Watts.

If a module is in an unfavourable location, communication may be disrupted – for instance if the distance between modules is too great or if obstacles, such as large metal cabinets, are in the way. The way in which the network is set up may also be a cause. Follow the rules below to realise a quick and reliable network:

  • The modules can bridge distances of 5 to 10 metres in a building.
  • Make sure the Stick is at the centre of the network.
  • The Circle+ must be nearest to the Stick.
  • If each module can communicate with at least three other modules, it will be immune to disruptions and continue to operate trouble-free if a module is temporarily removed from the network.

If you wish to strengthen your network and bridge larger distances, the easiest solution would be to expand the network with a number of modules.

I have reset my Circle+. Why does nothing work anymore?

The Circle+ is the network coordinator. If you reset it to the factory settings, all information relating to the structure of the network is deleted. For this reason, you need to reset all other Circles as well. You can do this the same way as with the Circle+, by removing and plugging in the Circles three times. If a Circle has been reset and thus has no network assigned, the first time after a reset it will take a few seconds before it switches on the connected appliance, when inserted into a socket. You can also hear this, because the relais clicks when it turns on/off an appliance. If the Circle switches on immediately after plugging it in the first time, it has not properly been reset.

After all Circles and the Circle+ have been reset, exit Source and start the Configuration Wizard (via the shortcut in the Windows ‘Start’ menu > Plugwise Source). If you go through these steps, the network will be rebuilt. The Circles will automatically be linked again to the same appliances, so it is important for you to replace them in the same locations. Building the network probably takes much longer (up to 30 minutes) than when you first installed the package. The reason is that the Circles come pre-installed in a new Plugwise package; this data is removed when the system is reset.

What do I do if a Circle fails to come online?

If you encountered this problem after updating the firmware, please go here.

The network may be unable to find a module. In this case, the Source icon for the connected appliance will reflect this by showing a question mark.

  • Make sure you have the latest version of Source installed. You can download Source at www.myplugwise.com.

Did the Circle work before?

  • Check whether the Circle is still within the network range. First try whether the Circle appears online if you place it next to another Circle that is online. If this works, the first Circle was out of the other Circles’ network range. You can solve this problem in two ways.
  • Plug the Circle into a power socket closer to the network.
  • Put another Circle between the unreachable location and the network to bridge the distance.

Does the above solution fail or has the Circle never been online?

  • Test whether the Circle is part of a network by unplugging it from the power socket and plugging it in again. If it takes longer than one second to switch on (you should hear a click and the appliance may also signal it), another network should be assigned to the Circle. Please note that this test does not apply to the Circle+.
  • Start the Configuration Wizard (Via Windows ‘Start’, Plugwise Source) and continue up to step 5: Circles. Enter the number of the Circle in the box and click the button with the green arrow. It may take up to 20 minutes before a Circle from an extension set is added to a network.

Deleting network settings

If you are sure the above solutions do not work, you may have to reset the network to the factory settings. The procedure to do this depends on the firmware version of your Circles. Source shows the firmware in table at 'Settings - Appliances'.

You should only begin the reset procedure if you are certain that the Circle will not be online! Please note: If you reset the Circle+, you will have to reset all of the Circles.

New firmware (release 2009-08-09 and 2010-11-01)

Remove the Circle and plug it back into the socket and repeat this another two times.

If the Circle is succesfully reset, it will take 3 seconds or longer before the relais switches (with a soft clicking sound). If the Circle is assigned to a network, it will switch on immediately. Since the Circle+ is the network coordinator, it will belong to a network after it has been plugged in the first time. Hence its relais will immediately switch after being plugged in another time, so the check only works the first time after a reset.

Older firmware versions

Unplug the Circle from the power socket, plug it in again and count the number of seconds until it switches on (you can hear a click from the relay). Deduct 6 seconds. The result is the reset interval. If the result is less than 4, use 4 seconds for the reset interval.

Example: if 16 seconds pass between the moment you plug the module into the power socket and the moment the appliance switches on, the reset interval is 16 – 6 = 10 seconds.

  • Unplug the Circle for 3 seconds.
  • Plug the module into the wall socket again during the reset interval.
  • Repeat the above two steps two more times.
  • Plugging the Circle into the wall socket again.

If you need to reset multiple Circles at the same time, it is best to plug them all into a big power strip and execute the procedure for all Circles simultaneously.

Add the Circle to the network

  • Exit Source.
  • Start the Configuration Wizard via the Windows ‘Start’ menu. In step 5, the system will search for the reset Circle. Enter the Circle’s number if the Circle does not appear on the list automatically.

If a module was linked to the appliance before, this appliance will be reassigned. In this case, the measurement data recorded before the reset procedure will be retrieved.

What do I do if my switching schedules do not run on time?

The clock of the Plugwise system is synchronised with the clock in your computer each time Source is started. If the switching schedules do not run on time, check whether your clock in Windows is displaying the correct time.

When daylight savings time kicks in, the new time is set automatically when Source is started.

What do I do if resetting the Circle+ is unsuccessful?

Please contact our helpdesk. Together with you, we will determine the cause of the problem quickly.

What should I do if my hard drive crashes?

If you have a backup of the ‘My Documents’ folder, the chance is good that the folder contains a Source backup file, because this is the folder in which a backup file is placed automatically during updates. You yourself might even have made a backup with Source via Settings > Backup. Measurement data is saved not only on the computer, but also in the Plugwise modules. For that reason, even if you only have an old backup, you can obtain measurement data from after the backup (except for devices that were added to the network later).

  • Download and install the latest version of Source.
  • When the Configuration Wizard appears, do not complete the steps. Instead, close the wizard.
  • Click Settings > Make Backup in Source to start the Backup Wizard.
  • Select ‘Restore Backup’.
  • Indicate the location of your backup file.
  • Click ‘Open’.
  • When the backup data is entered in source, a message appears to alert you of this fact.

CoolDing

I cannot find the network from my CoolDing

Once you have placed Cool Thing and plugged the adapter into a wall socket, then after about 2 minutes you can check to see if CoolDing is ready for installation into your Wifi network. The lights "WLAN" and "STATUS" should be flashing, if this is not the case, press the black button next to the antenna on CoolDing for 5 seconds until the "WLAN" light flashes, then immediately release the button. Ensure that no network cable is connected to CoolDing. Wait about 2 minutes until CoolDing restarts and the lights "WLAN" and "STATUS" are flashing. You can connect to the CoolDing network now by using the password ID from CoolDing (the 8 bold letters on the sticker).

I can see the CoolDing network but cannot connect to it

Make sure that you have entered the CoolDing password (the 8 bold letters on the sticker) correctly. If you have automatically saved the CoolDing password, remove it and re-enter the eight bold letters on the sticker.

I still cannot connect to the CoolDing network.

If the two steps above have not helped then verify that the network name (the small letters on the sticker behind SSID) of CoolDing is the same as the network that is appears after you have pressed the black button on CoolDing for 5 seconds (until the “WLAN” light flashes quickly).Ensure that no network cable is connected to CoolDing. Then wait about 2 minutes until CoolDing restarts and the lights "WLAN" and "STATUS" are flashing.

If this still does not lead to a solution, please contact the helpdesk so we can help you further.

CoolDing cannot find my Wifi network

Have you attached the antenna onto CoolDing?
If so, first check if you can find your Wifi network using your smartphone or tablet, whilst holding it next to CoolDing.

Have you attached the antenna onto CoolDing? If so, first check if you can find your Wifi network using your smartphone or tablet, whilst holding it next to CoolDing.

I have CoolDing connected to LAN, but I cannot reach the CoolDing webpage.

First check your LAN connection; can you can reach other sites in your web browser?

If so, then check the network cable is well connected in both CoolDing and in your router. You can see by the flashing lights on CoolDing if you are actually connected to your network: "Status" is on, "LAN" is flashing.

If this is not the solution: See if CoolDing is connected to the same network as your smartphone, tablet or computer.

If this is so make sure you can find the CoolDing network in the network list (the small letters on the sticker behind SSID): it is possible that your CoolDing is still in installation mode to connect via Wi-Fi to your network. Unplug the network cable from CoolDing, then unplug the adapter from the wall socket. First connect your network cable to CoolDing then insert the adapter into the wall socket. Wait until CoolDing has rebooted and the "STATUS" light is on and the "LAN" light is flashing.

The app cannot connect to CoolDing (indoors) / I can no longer reach the settings page of CoolDing

Check that you have entered the correct CoolDing ID (8 bold letters on the sticker). If so and you still cannot connect with Cool Thing, then check the following: Try to connect to the web page of CoolDing via https://coolding.plugwise.net, make sure CoolDing is connected to the same network as your smartphone, tablet or computer. If this fails, then it is likely that you have entered an incorrect password for the Wi-Fi network. Press the black button next to the antenna on CoolDing for 5 seconds until the "WLAN" light flashes, then immediately release the button. Restart CoolDing again by removing the adaptor from the wall socket then plugging it back in. Wait until the lights "WLAN" and "Status" start to flash regularly. You must now reconnect CoolDing to your home network before you can connect to the app.

The app cannot connect to CoolDing (outdoors).

To switch outdoors it is imperative that CoolDing is connected to the Plugwise server. That is the only way that is it possible to use the so-called "cloud service". Have you indicated that you do not wish to connect with the Plug Wise servers? Then it is not possible for us to support the outside switching service.

The app and the CoolDing webpage do not show the same data.

We advise you not to open the app and the CoolDing webpage simultaneously to try and change settings as this can lead to undesirable results. CoolDing saves the settings after you press the arrow in the upper left corner. This determines exactly what is stored and or overwritten. Having the app and the CoolDing webpage open at the same time can lead to interference in this process and unpredictable results.

I want to connect CoolDing to a different network.

Press the black button next to the antenna on CoolDing for 5 seconds until the "WLAN" light flashes, then immediately release the button. Ensure that no network cable is connected to CoolDing. Wait for about 2 minutes until CoolDing restarts and the lights "WLAN" and "STATUS" are flashing. You can connect to the CoolDing network now by using the password ID from CoolDing (the 8 bold letters on the sticker). Now try to connect CoolDing to the new Wifi network following the steps in the instructions.

I want to view and (or) reset the CoolDing status, settings and network settings.

Easy! Via https://coolding.plugwise.net it is possible to log on to the web page of CoolDing. Via the CoolDing webpage (HTML Interface) you can operate CoolDing in the same way as with the app. The CoolDing status can be viewed here, you can check for firmware updates and settings for storing data, date, time, and change the language. However, in order to reach this webpage, it is important that your smartphone, tablet and / or computer is connected with the same network as your CoolDing. Therefore it is not possible to use the CoolDing webpage outdoors.

Explanation of CoolDing (html interface)

In order to get you started, there is an in built explanation of the CoolDing webpage. You select the page where you would like to see the explanation and click on @@@. Pop-ups will explain as clearly as possible how the page works and what information you can find there.

How can I change the language?

If you want to change the language setting in the app, then open the app and click (in the upper left corner) on menu. Then select the fourth item from the top (language selection), identified by the icon: Select the language that is appropriate for you. To save the settings, click the arrow in the top left corner of the screen.

How do I save my settings?

The settings in the app are automatically saved after you click on the arrow in the upper left hand corner to return to the previous screen. Note, leaving the app does not automatically save your settings.

What do the flashing lights “WLAN”, “STATUS” and “LAN” mean?

WLAN: On when data is being transferred via the Wifi network.
STATUS: Various meanings.
LAN: On when data is transferred via the network.

CoolDing is restarting, this takes around 2 minutes.
WLAN: Off
STATUS: Flashes slowly
LAN: Off

You can now connect CoolDing to your Wifi. You can also access this mode by pressing the black button (release when "WLAN" starts flashing rapidly) for 5 seconds.
WLAN: Flashes slowly
STATUS: Flashes slowly
LAN: Off

CoolDing is connected to a network via a network cable (UTP-cable) and data is being transferred over the network.
WLAN: Off
STATUS: On
LAN: Flashes depending on network activity.

CoolDing is set up to connect to your Wi-Fi network but cannot connect. Check the CoolDing antenna. Check the settings of your router (do the settings match the entered data?). Should your router settings have changed or entered incorrectly, press the black button next to the antenna on CoolDing for 5 seconds until the "WLAN" light flashes, then immediately release the button. Ensure that no network cable is connected to CoolDing. Connect CoolDing again with your network.
WLAN: Flashes slowly
STATUS: On
LAN: Off

CoolDing is connected to your Wifi network and data is being transferred over the network
WLAN: Flashes depending on network activity.
STATUS: On
LAN: Off

Which LED do I use to record and or send a command?


You can record the command from the remote control by pointing the remote control to the top (1) of CoolDing and the playing the command. When recording the command from the remote control, you will be asked which LED you want to use to control the air conditioner. CoolDing has two LEDs so you can choose which LED you want to focus on the air conditioner. Keep in mind how you will point CoolDing focuses at the air conditioner. You can choose between an LED on the front (2) and top (1) of CoolDing. The LED in the top of CoolDing is behind the black glass, when you point the side of CoolDing with the Plug Wise logo and three lights in a row towards you (1). The LED in the front is behind the black glass as shown in the figure (2).

I want to remove a command from a time schedule.

Go to the schedule in the app or the CoolDing webpage.
CoolDing Webpage: Click the command you want to remove. This opens a pop up where you can remove the command by clicking on the trash can at the bottom right of the screen.
CoolDing App: Double-click the command you want to delete. This opens a new window where you can remove the command by clicking on the trash can at the bottom right of the screen.

I want to change a command in a time schedule.

Go to the schedule in the app or the CoolDing webpage.
CoolDing Webpage: Click the command you want to change. This opens a pop up where you can change the command by selecting another command or displaying the time and/or day to adjust. Do not forget to click Save.
CoolDing App: Double-click the command you want to delete. This opens a new window where you can remove the command by selecting another command or adjusting the day and/or time. Do not forget to save the data by clicking on the arrow in the upper left corner.

It is also possible to modify commands apply by dragging the command.
When the command is dragged from left to right, or from right to left time can be adjusted easily. On the CoolDing webpage it is also possible to change the day by dragging the icon from the top down, or bottom up.

My CoolDing says that it has recorded a command but does not play it.

It is important that when recording a command you press the button on the remote control in the same way you do when you control the air conditioner. Do not press the button of the remote control longer than usual. It is possible that when the button on the remote control is used differently than intended to play a command (for example, by pressing the button for longer than is normally the case), then another command is being played, and therefore recorded on CoolDing.

I have included the on / off switch but my air conditioner only turns on or off when I play the command

With some air conditioner remotes it is possible that the air conditioner can be switched on or off with the same button. In order to be able to switch the air conditioner on or off with CoolDing it is important that you include both situations:

  • On: Record the command when the air conditioner is off and you would normally turn on the air conditioner with the remote controller. Aim the remote at CoolDing and play the actual command that you want CoolDing to learn.
  • Off: Record the command when the air conditioner is on and you would normally turn the air conditioner off with the remote control. Aim the remote at CoolDing and play the actual command that you want CoolDing to learn.

A remote control that turns off the screen when you turn off the air conditioner, or illuminates the screen when you turn the air conditioner on is an indication of such a way of working. The remote control remembers when the air conditioner is on or off so the on/off knob sends a separate "on" - or "off" command.

I cannot get my air conditioner temperature correct with CoolDing

It depends on the capabilities of your remote control if you can set the air conditioner to a certain temperature with CoolDing. There are remote controls that send a temperature in the command that is sent to the air conditioner but other remotes only send the command "harder" or "softer". When CoolDing records the command it copies the message that the remote sends to the air conditioner. When you set the temperature with the remote control by sending "harder" or "softer" you may have to perform the command multiple times in the app or via the website of CoolDing to get the air conditioner to the right temperature.

My CoolDing indicates that a command is recorded but it does not play - failure detection

In both the app and the webpage of CoolDing, you may get a message that you cannot record with your CoolDing. This means that there could be interference from a light or other device. If you have already pressed the record button for this notification the failure detection no longer works. In that case, the error is recognized as if it is a command. Both in the app and on the CoolDing webpage you'll get the feedback that the command is recorded. Because it is the infrared signal from the remote is not recoded, but the fault, CoolDing will not operate your air conditioner. Try moving CoolDing to another place where there is no disturbance by a light or other device and record the command to solve this problem.

How can I change the order of the commands in my screen?

When you create commands in the app, they will be positioned in the order in which the commands are created.
In the CoolDing web page it is possible to rank them. Select the command with the left mouse button and hold the button while you drag the command to the desired location. In the app, the sequence of commands will be synchronized with the order of the commands in the CoolDing webpage. When you add a new command, the command is attached to the bottom of the list. You can change the order later through the CoolDing webpage.

How do I open the support connection?

In order to provide the best possible service, you can temporarily open the support connection of your CoolDing so that our support staff and developers can see what exactly the problem is. To accomplish this you will be asked to briefly press on the black button next to the antenna on CoolDing, six times consecutively. This opens the support connection for 48 hours so that we can quickly attempt to solve the problem for you. The support connection closes automatically.