If you are having issues communicating with a device from the mobile or web apps but are able to control it normally from the wall switch, there may be issues with the network information it has stored. There are two ways to refresh the network data for your device depending on the issue.
These steps can be useful if you are seeing red error messages for a device, including can't detect device and error setting user configuration.
If you are seeing the user configuration error make sure you have set parameters correctly by referring to the parameter list for your device. This error will persist if your device parameter list is not valid.
Refresh the connection information
Refreshing the connection information stored in the device will perform similar functions to the original inclusion process. This process will correct most minor issues with the communication process between a device and the rest of the network and gateway.
We recommend you run a stress test against the device before proceeding with the steps outlined below. If the test comes back with 0 successes then the steps below will not work and you will need to follow the remove and re-pair steps at the end of this article. If the test is successful, wait for the blue bar with results in it to clear before proceeding.
When reconfiguring a battery-powered device you will need to wake it up first before triggering the command. For NERO-REED press the onboard button for 3 seconds, for NERO-MULTI press and hold until the LED turns orange.
- Connect to the web interface of your Nero gateway (via the IP address or the My Nero site) and go to the device list.
- Click the green arrow next to the device you are having issues with.
- Select Advanced in the list of functions below the command area.
- Click the Commands and then click Configure node right now.
Once you have started this process you should see a series of messages appear for the device. Allow at least 5 minutes for the device to reconfigure before attempting to communicate with it. Once it has completed, test controlling the device from the Web UI. If this is a successful test controlling the device locally (from the wall switch for example) and confirm that it is reflected in the UI.
Reset and re-include the device
If refreshing the connection information fails then you may need to completely exclude and re-include the device to your mesh network.
This process will reset the device ID. If you have used this device within any scenes you will need to re-add it to them after you complete this process.
Nero in-wall devices present a risk of electrocution which can cause serious injury or death. There is no need to access the physical device to perform these steps. You can trigger the device to respond to these commands using the main input switch.
Connect to the web interface of your Nero gateway (via the IP address or the My Nero site) and go to the device list.
- Click the green arrow next to the device you are having issues with.
- Scroll to the bottom of the page and click Delete and in the pop up click Unpair. Follow the steps in the wizard to unpair your device.
- You will know the process worked when the blue bar at the top of the page says "Device detected".
If after several attempts your device is still not able to be detected it generally indicates that there is a radio range issue with this device. Bring the gateway within 1 metre of the device and try again. - Once the process has finished and the device has disappeared from the UI you can perform the inclusion process on the device. From the devices page click on Add Device and follow the wizard to include your device. Remember to bring the gateway to within 1m of the device you are pairing for optimal performance and reliability.
If your device is not pairing correctly there may be an issue with range. Nero devices will pair through the mesh that exists on your site, however many things can impact the performance of this mesh. Try inclusion with the gateway within 1 metre of the device. Once it is paired and you return the gateway to its usual position you may lose access if the range is a problem.