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FAQ

Firmware update

After the firmware update, the reports don't show any new consumption. What to do now?
One of the modules did not receive a firmware update. What should I do now?
What should I do if the Stick did not receive a firmware update?
What should I do when the firmware update process has failed?
What to do when the update process was interrupted?
Why have the switching schedules stopped working after the firmware update?
Does the PC have to stay on at all times?
What does Plugwise do with the measurement data collected?
What power savings (money) does a Plugwise system realise?
Where are the Plugwise products manufactured?
Which appliances should I plug in?

General

How does Plugwise deal with privacy and shared data?
Which protection does a consumer receive after placing an order in the webshop?

Hardware

Can I measure three-phase power?
Does the PC have to stay on at all times?
Does the Plugwise system take account of daylight saving time?
Does the Stick have to stay plugged into my PC at all times?
For how long are the measurement data stored?
How are the measurements synchronised?
How can I remove the network settings from a Switch?
How can you set the system time?
How do I expand my Plugwise network?
How does the standby killer work?
How much power does a Plugwise system use?
How safe is the Plugwise system?
Is it possible to measure output?
What can I do to give my Plugwise network better coverage?
What does the Stick do?
Where are the Plugwise products manufactured?

Installation & Configuration

Can I transfer my Source installation to another computer?
How long does the installation take?
I cannot click ‘Next’ when I enter the licence code. What to do now?
What can I do to give my Plugwise network better coverage?
What do I do if the Configuration Wizard does not start up automatically?
What do I do if the reports (graphs) are incomplete?
Where do I find the licence code?
Why does my Scan or Sense not show up online in the Configuration Wizard?

Orders & payment

How can I pay at Plugwise?

Software

Are my usage data safe if the software crashes?
Can I transfer my Source installation to another computer?
Can I try Source first without having to order a package?
Can measurements be made with an interval shorter than 1 hour?
Does the Plugwise system take account of daylight saving time?
Does the Source software work on 64-bit Windows systems?
Does the switching system work when my PC is turned off?
For how long are the measurement data stored?
How can you set the system time?
How do I expand my Plugwise network?
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 Backup & Restore: this can be found in the Windows menu ‘Start’ under Plugwise Source.
  • 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?
Is there a Linux version of Source?
Is there a Source version for Apple Mac systems?

Troubleshooting

How can I reset my Circle+ or Circle?
How can I reset my Scan or Sense?
How can I reset my Switch?
I cannot always access my Circles via the software. How do I solve this problem?
I have reset my Circle+. Why does nothing work anymore?
What do I do if a Circle fails to come online?
What do I do if my switching schedules do not run on time?
What do I do if resetting the Circle+ is unsuccessful?
What should I do if my hard drive crashes?

CoolDing

I cannot find the network from my CoolDing
I can see the CoolDing network but cannot connect to it
I still cannot connect to the CoolDing network.
CoolDing cannot find my Wifi network
I have CoolDing connected to LAN, but I cannot reach the CoolDing webpage.
The app cannot connect to CoolDing (indoors) / I can no longer reach the settings page of CoolDing
The app cannot connect to CoolDing (outdoors).
The app and the CoolDing webpage do not show the same data.
I want to connect CoolDing to a different network.
I want to view and (or) reset the CoolDing status, settings and network settings.
Explanation of CoolDing (html interface)
How can I change the language?
How do I save my settings?
What do the flashing lights “WLAN”, “STATUS” and “LAN” mean?
Which LED do I use to record and or send a command?
I want to remove a command from a time schedule.
I want to change a command in a time schedule.
My CoolDing says that it has recorded a command but does not play it.
I have included the on / off switch but my air conditioner only turns on or off when I play the command
I cannot get my air conditioner temperature correct with CoolDing
My CoolDing indicates that a command is recorded but it does not play - failure detection
How can I change the order of the commands in my screen?
How do I open the support connection?