I cannot create an account
For the Silvair web app, make sure that you are using a Chrome browser version 70 or later and have an internet connection. For the Silvair mobile app, use an Apple device with iOS 14 or later and make sure that you have an internet connection.
I cannot log in to my account
Make sure that you have signed up for Silvair Commissioning.
Check your inbox (and spam folder) for the registration email.
Click “Confirm” to verify your email address.
If you have not received an email, click “Resend activation link” which is shown after you try to log in.
If you have successfully registered and you are still unable to log in, contact email@example.com. In your email, include the URL of your Silvair Commissioning login page and the email address that you use to log in.
Note that registration for our partners’ branded apps and the Silvair app are separate.
My account has been blocked
Use the “Don't remember your password?” option.
Enter your email and click “Send email” to request a password change.
Check your inbox (and spam folder) and click the link provided in the email.
Enter a new password and click “Change password”.
Try to log in with your new password.
If you are still unable to log in, contact firstname.lastname@example.org. In your email, include the URL of your Silvair Commissioning login page and the email address that you used as a login.
I have not received an email with registration, password reset, or project invitation
Make sure that this email is not in the spam folder.
Go to https://mxtoolbox.com/dmarc.aspx, enter your email domain, and click DMARC Lookup. Make sure that you see a “DMARC Record found” message.
Go to https://www.barracudacentral.org/lookups/lookup-reputation, enter your email domain, and click “Check reputation”. Make sure that you see a “is not listed on Barracuda's Intent Block List” message.
Go to https://talosintelligence.com, enter your email domain, and click . Make sure that the “Web reputation” of your domain is not “Questioned” or “Untrusted”.
If your domain has passed steps 2, 3, and 4, contact email@example.com. We will send you the server domain from which the emails are sent. If you have received any of those emails in the past, include the header. This will allow Silvair Support to troubleshoot the issue. For information about how to get email headers, go to https://mxtoolbox.com/Public/Content/EmailHeaders.
Ask your mail server admin to add the server domain received from Silvair to the list of allowed addresses.
I cannot edit the project even though I have been added as a collaborator
Only the project owner decides who can edit the project and to what extent. Ask the project owner to give you the appropriate permissions: only an “Installer”, “Manager”, or “Owner” can edit the project. Silvair does not set the permissions for projects.
I cannot revoke access for one of the collaborators
Access cannot be revoked for a user who has the “Owner” role in the project. There must always be one owner per project.
I cannot upload a floor plan or site plan in the web app
You can upload only a JPEG or PNG file with a maximum size of 10 MB.
Occupancy and energy use tabs are not shown in the project
Contact firstname.lastname@example.org to enable these features for your project. In your email, include the ID or URL of the project.
Occupancy and energy monitoring data are incorrect
Make sure that the energy profiles of your devices are correctly defined.
If your energy use seems too low, check if there has been sufficient activity in the area. Data may have been rounded down and shown as zero.
If none of the above helped, contact email@example.com. Explain why you expect different data, provide your project ID or URL, and attach screenshots of the data charts.
I have lost the QR code from an already commissioned EnOcean switch and cannot add the switch to my project
If the switch has been added to a project, you can find the QR code in the Commissioning report. To get the report, open the project in the Silvair web app and click Report > Download. Then, open the report and search for “QR” or scroll to the zone that has the switch added.
If the switch has already been removed from the project, contact EnOcean to generate the QR code for the switch again.
I cannot remove a zone
You must first remove all devices from the zone before you can remove the zone. In the Silvair mobile app, go to the zone and remove all devices one by one. Then, in the Silvair web app, try to remove the zone again.
Light level in a zone is lower than expected
Make sure that the number and power of the installed luminaires is sufficient.
In the Silvair web app, go to the project and area.
On the "Commissioning" tab, click the zone and then .
Make sure that the light levels are set as intended.
Set "Max." of the "Low/high-end trim" to 100%.
In the Silvair mobile app, go to the zone and tap "Configure all" to configure all devices in the zone again.
If a Daylight harvesting scenario is used, see SN-209 Silvair Daylight Harvesting.
After a daylight saving time (DST) change, I have synced the time between my mobile device and the mesh network, but events are still triggered as if there was no DST change
Go to the zone where the Time-Authority device is located.
Change the function of one device to "Relay".
Disable the "Relay" function of the device.
Tap “Configure all”.
Gateway stuck in configuration mode
Make sure that the network LED and status LED are on.
Make sure that the hosts and ports listed in SGW-102 Silvair Gateway user guide have been added by the local admin to the list of allowed hosts and ports.
Unplug the power cable and Ethernet cable, and plug them again.
If none of the above helped, contact firstname.lastname@example.org. Make sure to include:
project ID or URL,
gateway S/N (serial number; on the back of the housing),
gateway status (in the web app, go to a project > Gateways).
Firmware of a device cannot be updated
Make sure that your mobile device is in range (15 meters / 50 feet) of the device to be updated.
Try to update again a few times.
Power the device off/on and try to update it again a few times.
If the device still cannot be updated, contact email@example.com. In your email, include the cryptosets of all devices that cannot be updated. To find the cryptoset of a device, open the mobile app, go to the Devices tab, and tap “Diagnostic”. Search for Silvair DFU Server > Device Info and note the number next to “csid”.
I cannot upload a floor plan or site plan in the mobile app
You can upload a plan only in the web app, not in the mobile app.
When I try to add a device to the zone, there is next to the device name and the “Device is not activated” message appears.
Contact firstname.lastname@example.org and send a request to check the device activation. In your email include:
I cannot add a device. The device appears as “Failed” instead of “Completed”.
Move as close to the device as possible.
Make sure that your mobile device is connected to the internet and that Bluetooth is on.
Go back to the list of devices and tap "Configure all".
Move to the zone and do a mesh quality test. In the Silvair mobile app, go to the project and in the area field, tap > Mesh quality > Start test.
I do not see a device to add in the mobile app
Move as close to the device as possible. Then, in the Silvair mobile app, set the slider to All.
If the device does not flash a few times after power on, or the status LED flashes every two seconds, it means that the device has been added to a different zone or project. In such a case do one of the following steps to remove this device from the zone or project.
Refer to the device datasheet for instructions about how to reset the device. In most cases you need to press and hold a reset button for some time. But some devices have a switch that triggers a reset when a magnet is applied to them. When the reset is triggered, the status LED will flash every one second. After the reset is complete, the status LED will flash every 0.3 seconds.
In the Silvair mobile app, find which zone the device has been added to. Tap next to the device name to make sure that this is the correct device. If the correct device flashes quickly, tap .
I cannot add or move zones in the mobile app
Ask the project owner about your role in this project. An “Installer” or “Manager” can drag and drop the zones. Maybe you need to zoom in to the floor plan or site plan to be more precise when dropping the zone?
I have changed some settings in the web app, but the zones still work with the old settings
If you change the settings in the web app, you must configure the zones again. When you are on site, open the mobile app and navigate to the project and area. Go to the zone with an exclamation mark and tap “Configure all”. All devices in the zone will then receive the new settings.
I have changed or removed a predefined scene in the web app, but in the mobile app I still see the old settings
In the mobile app, go to the zone and tap Settings > Scene > Configure. Then, tap and select “Restore” or “Remove”.
I cannot see total lifetime power consumption (kWh) and real power (W) for my device in the Silvair mobile app
Not all devices support the measurement of these parameters. To find out if your device supports measuring power consumption and power, contact the manufacturer.
A device alert says “Some features are not supported by the device and may not work as expected”
The firmware version of the device is not up to date or some features have not been provided by the device manufacturer.
Check the firmware version of the device. If the device does not have the latest firmware, update it. For more information about updating the firmware, see SN-208 OTA firmware update for provisioned devices.
For more information about features that are not supported, contact the device manufacturer.
A device alert says “This device is not configured correctly”
Device configuration failed or was interrupted. Tap “Repair” to configure the device.
A device alert says “The scenes on this device are not configured correctly”
To configure scenes, see Scenes A and B setup section of the SN-200 Silvair Commissioning user manual.
A zone alert says “Scenes configuration required”
Configuration of scenes was interrupted or is in progress. To configure scenes, see Scenes A and B setup section of the SN-200 Silvair Commissioning user manual.
A zone alert says “Configuration required”
Configuration was not completed, changes were made to the zone profile or zone linking, or the project version was updated in the web app. To configure the devices, go to the zone in the Silvair mobile app and tap “Configure all”.
A zone alert says “Calibration required”
Daylight control in the zone is not calibrated, or a light sensor has not been selected to control the light in the zone or has been removed from the zone.
If the zone has a profile with a Daylight harvesting scenario, see the Daylight harvesting calibration section of the SN-200 Silvair Commissioning user manual.
If the zone has a profile with a Photocell scenario, see the Photocell calibration section of the SN-200 Silvair Commissioning user manual.
A zone alert says “Risk of exceeding the RPL limit”
If this alert appears, there is a risk of reaching the limit of the number of devices in the zone. To remove this alert, remove all devices from all zones in the project. Then, add some devices to these zones again and add the rest of devices to some new zones.
To avoid this alert in the future:
Create smaller zones.
Use devices with firmware version 2.18 or later. Update the firmware if its version is earlier than 2.18.
See SN-213 Recommendations for complex lighting installations to take into account the factors that contribute to the RPL of a device.
Do not use zone linking so that one zone is controlled manually from more than 28 zones.
If you still get this error, contact email@example.com. In your email include:
project ID or URL.