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Faults affecting the additional functions
Fault
Possible source of
the fault
Steps to resolve the fault
1 Fault when down-
loading the app
1.1 Link does not work
Check the Internet connection and the availability
of the required app store on your smartphone.
Try again. Make sure you have a QR code reader
installed on your smartphone.
1.2 Installation not pos-
sible (Android or
iOS)
Check the version of your smartphone operating
system. This must correspond to a supported
version.
1.3 Installation not pos-
sible
Unfortunately, your operating system is not sup-
ported.
2 Registration in the
app
2.1 Unable to register in
the app
Check the Internet connection of your smartphone.
Registration is only possible with an existing Internet
connection.
Check the registration details and, if necessary,
reset the password you have chosen.
Occasionally the servers have to be maintained. In
this case, a service message is displaying indicating
a time period for the maintenance. Try again after
the time period has expired.
2.2 Product is not dis-
played
Did you activate the product successfully? You will
receive the e-mail confirming successful activation
after completion of the activation process. If this is
not the case, contact after-sales service.
2.3 Device status and
app do not match
Please check the Internet connection of your prod-
uct and also make sure that your smartphone is
connected to the Internet.
After activation for the first time or during operation,
the status is calibrated just once a day via GSM. As
a result, there may be deviations.
If the deviations persist over a period of several
days, contact after-sales service.
2.4 You did not receive
an execution mes-
sage after triggering
an action (Holiday
mode, rinse, regen-
erate).
Triggering an action can take up to one hour. If this
period has expired, check the Internet connection
of your product and your smartphone.
If an Internet connection is available and the period
of one hour has expired, contact after-sales service.
2.5 Holiday mode can-
not be deactivated
For safety reasons, holiday mode can only be
deactivated on the product itself. Make the setting
on the product.
