4-Noks Elios4you Android app not working properly after 3 months

[SibertSolar]

Guys, I have some input/advice here, will reply properly when I get a chance

 

[SibertSolar]

Compmad1 - firstly, I am sorry to hear that you are still having issues with your system. Secondly, I am sorry it's took me so long to reply. If I recall correctly, you had some initial install-related issues. Yes, the Elios4You platform can be seen as complex, due to the comprehensive amount of data being stored/displayed (on certain screens) and if it isn't installed correctly, then it is extremely difficult to get your head around the volume of data available from the APP.

The design of the system was intended to be APP-based from the beginning, with no intention to have a PC/Mac-based software interface for the end-user. However, there is an online portal (4-Cloud) that is available in two formats – “installer” and “client”. The installer-portal is what costs £24/year to have, and this provides the installer of multiple Elios4You (and Intellymodem) systems to view all their installs in one place/on one screen, amongst other things. The client-portal is a more basic level of access, restricted to the home-owner’s own system alone. So long as the Elios4You is installed in “indirect mode” (ie, hooked up to the home’s WiFi network) then the client-portal is available by default, at no extra cost – just log-in using the user ID and password unique to each Elios device.

One of the benefits of being an APP-based system is that upgrades to performance and functionality can be done live, without affecting the installed hardware. Some updates do includes hotfixes and firmware updates (transferred to the device via the APP) but, to be fair to 4-Noks/Greenologic, these have not been frequent – there was a major one when the Power Reducer was released, and another minor hotfix the other day. The majority of the updates were related to advancements in the functionality of the APP (such as 24hrs/7day timer option, flexibility of on-board relay settings etc).

One the topic of not being able to use more than one device running the APP. This is not strictly true - you can "pair" multiple devices with the Elios4You unit, one at a time. Just go through the pairing procedure with each device in turn. Once a phone/tablet has been paired with the Elios, you can switch between each paired device just by closing the APP on one device, and opening it on the other (close the APP, not minimise it...). It is true that you cannot have more than 1 device running the APP in communication with the Elios at a time, but to be honest, I have not known that to be an issue. Bear in mind that you can set the Elios to indirect mode, set the 4-Cloud settings in the APP to "auto" and you should be able to run the APP in or out of the home, with communication done directly or via the cloud depending on where your device is at the time. Take note though that communication with the device when outside the home will utilise your data tariff if you are not in a wifi hotspot.

Now, to the Power Reducer. This has been a frustrating experience for all involved in the supply-chain as an issue with the last batch of units was discovered by the manufacturer (4-Noks). The issue was two-fold. Firstly, the packaging of the units was not up to the standard required to avoid damage during transit from Italy. Secondly, an internal component has been found to be sensitive to fluctuations in the household’s incoming mains voltage. We have had a handful of units trip the protective device (16A MCB/fuse) upon start-up, or have found that a couple of devices transmitted full power (3kW) to the immersion element during the night.

Your installer, or Greenologic, should have replaced the unit straight away, if possible, once these symptoms appeared – this is what we would have done if we were made aware of it, and it was supplied by us. The current state of play with 4-Noks is that they quite rightly asked us to quarantine our existing stock so that they could replace with new units once the packaging upgrade was complete, and the necessary modifications were made to the internal resistance to voltage spikes etc. I have seen the new packaging and it is quite suitable now. I am also waiting on a handful of new units to get out to our affected clients asap. This is hoped to be carried out towards the end of this week/beginning of next week. Following that, all stocks will be of the new type. Nothing particularly fundamental is changing with the units, but this issue has to be fixed before we can move forward. In addition to this, the manufacturer has taken additional steps to strengthen the internal mechanical PCB and LED supports - again, to improve the sturdiness of the device.

Please contact your installer again, and ask them to speak to whoever they bought the unit from (I can’t recall if it was ourselves, sorry) and/or directly to Greenologic. A replacement PR will be provided as soon as possible for you I am sure.

 

[compmad1]

Hi Sibert,

Thank you for your very detailed explanation and support. We very much appreciate the time you have spent: in contrast to our installers (who expect us to communicate with Greenologic ourselves, as if it is nothing to do with them) and Greenologic, who do not really keep us informed at all.

We rang Greenolic again yesterday and tech support was unavailable to speak to. We left a detailed message and asked for a call-back. No response. We will try again today.

It seems from what you say that we need to have one of the new units to replace the broken one, and that they should be available by next week at the latest. That is good news, and as Greenologic has our email address as well as phone numbers, I am at a loss to know why they can't just explain what is going on.

I have read with interest what you say about being able to use the APP on more than one device, but just one at a time as opposed to simultaneously. We will try this out at the weekend when we have more time. I have been using it on my phone so far, and can read what is going on away from the house which is interesting. I will try it out on an older Android tablet that we don't regularly use now, then anybody in the house would be able to refer to it when at home. We had thought at the start we could use both of our phones at the same time.

We will contact our installer again tonight, whether we have had a response from Greenologic or not. You have been really helpful and have clarified several issues.

 

[SibertSolar]

No prob, just make sure you have the latest version of the APP, on either iOS or Android platforms, and go through any "firmware update" process it takes you through (if at all)

 

[compmad1]

Finally spoke to Greenologic today. Apparently the new units will need to be collected from Italy. They say it may be later next week, or the following week. I'd be interested to know when other people manage to get them. Is it normal to have to go and get them yourself?

 

[puddy]

Sibertsolar

Will my elios4you device that I got need changing for a new version re problems above?

 

[SibertSolar]

Hi Puddy, there are no issues/changes relating to the Elios4You device itself so I wouldn't think you needed to do anything

 

[compmad1]

Elios4you has stopped working. It was working a few daysago, but now it will not connect to any Android device I have tried – using Ice-CreamSandwich, Lollipop and Marshmallow.
I am using the latestAPP VERSION 2.6.3. I have tried to update to the latest firmware but get amessage ‘Update failed’. When I try toconnect to a device using my WiFi access point I get ‘Oops! No WiFi network wasfound for the specified code. Please try again.’ I am using the code I havealways used.
Has anybody else found a problem? Is it an app problem, or a faulty box which has the antenna and black button to press to connect to thedevice?
My installer purchased the device from Greenologic, who inthe past have not generally been helpful. This forum has been very good, and awhile back Greenologic had to replace a faulty Power Reducer after the problemwas diagnosed on this forum. Thanks for any advice.