Frequently Asked Questions - Get Connected

Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
Cause
Resolution
evohome
Heating will
activate when
there is a hot
water demand.
Boiler relay
‘double bound’ as
heating relay.
If a system has been set up and the
Wireless Relay Boxes are moved to a
new function, the relay binding must be
cleared or it will continue to carry out its
original function. You may need to refer to
the wiring diagram in the Appendix of the
Installer Guide.
evohome
Loss of
communication,
sluggish
response.
Relays positioned
too close together
or next to metal
items.
If you’re fitting a Wireless Relay Box
(BDR91) to your boiler, zone valve or
Sundial valve Mount the Wireless Relay
Box on a non-metal surface at least 30cm
from your boiler, other wireless devices or
metal objects.
Ideally you
should simplify
the installation
however in
certain cases it is
possible to control
an S Plan plus
system
CAUTION ADVANCED APPLICATION*
Either wire both/all heating zone valves
into the Heating relay
(n.b. they will all open on a heat demand
from any zone)
System configured
as S Plan or Y
Plan (no boiler
relay to control
heat demand).
Configure system as follows
Stored hot water and zoned heating
system. This system needs HR92s or other
zoning solutions for the radiators.
Fault log
communication
loss and restore.
evohome
evohome
S Plan Plus –
how do I control
more than one
heating zone
valve?
Why can’t I
adjust the
cycle rate and
minimum run
time?
Or
Bind multiple relays in at Heating valve in
the Guided Config.
All relays need to be in listening mode
when the binding signal is sent from the
evohome controller.
(n.b. they will all open on a heat demand
from any zone).
NOTE!!
If a system has been set up and the Wireless Relay Boxes are
moved to a new function, the relay binding must be cleared or it
will continue to carry out its original function.
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
Cause
Resolution
evohome
Local Override
– why doesn’t
it show on main
schedule?.
This depends on
what device you
are using for local
override.
A wireless thermostat (e.g. DTS92E or
Y87RF) will apply the local override to the
entire zone and this will be shown on the
evohome central controller.
A wireless radiator thermostat (e.g.
HR92UK) will only override that device and
not the whole zone; it will not show up on
the evohome central controller.
evohome
Where is the
hot water
temperature
set?
This is setup
in the installer
mode and is not
adjusted during
normal operation.
Enter installer mode and go to
PARAMETER SETTINGS
Under Hot water Parameters you can
adjust the HOT WATER TEMPERATURE.
evohome
Is there any way
that the BDR91
heating demand
relay could
be prevented
from activating
on individual
zones?
This is a
fundamental rule
with evohome.
The only way you can avoid this is to setup
the evohome central controller with no
Boiler Demand (boiler relay).
Or
Whenever there is
a heat demand in No heating valve (at Sundial Valves level).
a zone either the
heating valve relay
or boiler relay is
switched on.
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
Cause
Resolution
evohome
The HR92
adaptor does
not fit my TRV.
There are different
size and different
thread fittings on
some competitors
TRVs.
Supplied with HR92
standard adaptor fits on most currently
manufactured TRV’s with an M30 x 1.5mm
thread.
optional adaptor allows Honeywell HR92
Radiator Controllers to fit Danfoss RA
TRV’s.
Optional accessories
(must be ordered separately)
ACH28 adaptor allows Honeywell HR92
Radiator Controllers to fit TRV’s with an
M28 x 1.5mm thread.
AOV30 adaptor allows Honeywell HR92
Radiator Controllers to fit TRV’s with an
M30 x 1.0mm thread.
EVA1-Danfoss adaptor allows Honeywell
HR92 Radiator Controllers to fit Danfoss
RAV and RAVL TRV’s.
evohome
How to I access
and modify the
Optimisation
settings?
To modify the
Optimisation
settings, enter
INSTALLER MENU
then:
PARAMETER SETTINGS
OPTIMISATION
You can make multiple selections.
Press the green tick to confirm and exit.
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
evohome
I have bound my
Gateway to my
evohome but it
only shows me
a Single Zone
on the app?
Cause
Resolution
There has been an issue when
binding the Gateway to your evohome
Controller, follow the process below
and this will rectify your issue.
Clear gateway binding (very important)
press and hold gateway button (under
base) for >5 seconds until RF LED (middle)
goes out.
>>> Customer should now remove
power from the gateway, wait a few
seconds, then reconnect power.
Clear gateway binding at evohome
Controller
Press and hold “SETTINGS” button
on home screen for >5 seconds until
“SYSTEM CONFIGURATION” screen
appears.
Press green tick to proceed to
“INSTALLATION MENU”
Press “SYSTEM DEVICES” button
Press “REMOTE GATEWAY” button
Press “NO REMOTE GATEWAY” button”
Press back arrow button to return to
“INSTALLATION MENU”
Put gateway in to binding mode
Press gateway button for ~1 second until
RF LED starts flashing green.
Bind evotouch to gateway
From “INSTALLATION MENU” screen:
Press “ADD GATEWAY” button
Press green BIND button in the centre of
the screen.
If binding is successful, the evotouch will
show “SUCCESS” screen, and gateway RF
LED will go solid green.
If binding is unsuccessful, repeat ALL
steps.
Please wait 5 minutes before checking
that the APP has all the correct zone
information.
Please do let me know if this does not
resolve your issue, but we are confident
it will.
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
Cause
Resolution
evohome
I want to
change the
order of the
Zones on the
app but I can’t.
The zone ordering is not synchronized by
the system. Changing the zone order on
the evohome will not be reflected on the
app, and vice versa.
evohome
I want my
evohome
to display
the Outside
Temperature.
The display of the outside temperature
weather on the evohome device is
not available right now. For users who
are keen to know the current weather
information, we have invested in ensuring
this is displayed on the TCC app, including
a 3 day weather forecast which gives far
more detail.
The lack of outside temperature display
has NO impact on the control algorithms
and fuzzy logic. Honeywell are committed
to continually bring improvements where
possible. Displaying outside weather on
the evohome display is on the development
plan and could feature in the future system
updates.
evohome
I found the
outside
temperature
sensor setting,
can I still use it?
The advanced settings do allow for legacy
evohome/hometronic users to include
the HB85 weather sensor, to be used
with the evohome. This has NO impact
on the control algorithms and fuzzy logic.
Honeywell are committed to continually
bring improvements where possible.
Displaying outside weather on the
evohome display is on the development
plan and could feature in the future
updates.
evohome
When I launch
the Total
Connect app,
it asks for an
Activation Code,
Phone Number
and PIN.
You have not downloaded the correct
app, please visit the Google Playstore or
the Apple App Store and search for Total
Connect Comfort and select the European
Version of the App.
Where do I find
these?
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
evohome
How do I bind
in a Single Zone
Thermostat as
a Sensor for
my evohome
installation?
Cause
Resolution
On the evohome Controller
1 Press and hold “Settings” for 5 seconds
2 Press the green tick
3 Press ZONE SETTINGS
4 Press EDIT ZONE
5 Press on the required zone
6 Press the button next to “Sensor:”
7 Press REMOTE RF DEVICE’S SENSOR
On the Single Zone Thermostat
8 Power up the Single Zone Thermostat
9 Press and hold on the left touch zone
(just below and to the left of the display)
for approximately 10 seconds until a
flashing ‘Bo’ is displayed
10 Turn the dial clockwise until a flashing
‘Co’ is displayed
11 Press the left touch zone once to
send the binding signal to the evohome
Controller (you should receive a message
on the evohome Controller to say the
binding signal was received).
evohome
The Windows
app is not
functioning
properly.
The app you are contacting us about is
not from Honeywell or been developed by
Honeywell. Please contact the publisher for
support.
evohome/
Single
Zone/
Voice
When I attempt
to login to
the app I get
“Authentication
Failed”.
This happens when the user downloads
the incorrect app (North American Version),
make sure you are downloading the Total
Connect Comfort Europe App. If the correct
app has been downloaded and the issue is
still presenting itself, please escalate with
Consumers registered email address.
evohome
What valve
bodies do I need
to order for my
HR92’s?
If you need to order valve bodies for your
HR92’s then you can order our V120-15A
(angled valve body) or our V120-15S
(straight valve body).
Frequently Asked Questions
Evohome, Voice & Single Zone Thermostat
Product
Issue
evohome
I am receiving
an email
advising that
my Gateway
(RFG100) has
lost comms
with the Server
or evohome.
Cause
Resolution
1.Is the lost communication happening
frequently and fixes itself every time?
-Action: Via Internet Service Provider
-Impact: TCC functions as it is
supposed to by reporting when it does
not hear from the gateway for more
than 15 minutes
2.Has the lost communication happened
and the internet LED (left) on the
gateway shows RED or ORANGE
(meaning communication has not been
restored)?
-Action: The user can reboot (power
cycle) the wireless router so that it
restarts fresh
-Impact: after the reboot, the
communication should be restored
3.Has the lost communication happened
and the internet LED (left) on the
gateway shows GREEN (meaning
communication supposedly restored)?
-Action: The user can force the lost
communication to really take place
by unplugging the gateway from the
router for 20 minutes and plugging it
back in
-Impact: forcing the lost
communication to take place and
clearing it should erase the alarm
-Action: if this does not work, submit
registered email address Consumer
Support.
“Unfortunately we are unable to support products that are bought outside the current approved
countries of supply or products that are not certified for use within that country. Moreover we would
actively discourage any intention to use or install as non-certified products are not manufactured or
tested to local requirements and could deliver a poor experience or possibly even be dangerous. Please
work with a locally recognised Honeywell supplier to source a product that is local and certified for use.“
For further information on any Honeywell heating control product please visit
www.honeywelluk.com.
This FAQ sheet is for guidance only and at the time of production represented the latest information
available to Honeywell from various sources. Honeywell reserves the right at any time and without
notice to change any product, specification or any other information contained in this publication and
cannot accept any responsibility for loss or damage arising out of any errors that may inadvertently be
contained herein.
Honeywell Control Systems, Honeywell House, Skimped Hill Lane,
Bracknell, Berkshire RG12 1EB
EN1H XXXXXX
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