Common problems

Solutions to the most common problems.

The app cannot find my Controller

• Is your smartphone on your Wi-Fi at home, not on the guest network or mobile data?
• Try Manual setup with your Controller's address.
• Does the Controller have power, and are its lights on as usual? If not, ask your integrator.

"Lost connection"

The app reports Lost connection to … and Trying to reconnect... when the Controller is briefly unreachable, for example after an update or a power failure. It usually reconnects by itself after a few seconds. On the go, it switches to remote access automatically. With Remote Access you switch over right away yourself, with Switch Controller to another Controller.

"… is currently not available"

If the app cannot reach the Controller at all, for example when it starts on another network, it shows … is currently not available. Check that your smartphone is on the same Wi-Fi as the Controller and tap Try again.

"A newer app version is available."

Your Controller requires a newer version of the nomos system app. Tap Update or update the app in the App Store or in Google Play.

Signing in: "Your account is disabled" or "Too many attempts"

• Invalid username or password: pay attention to upper and lower case.
• Too many attempts: after several wrong passwords, the Controller waits a moment. Try again after the time shown.
• Your account is disabled: your account is blocked. Contact an admin in your household or your integrator. How an admin reactivates the account is described under Managing users.

I have forgotten my password

Use Forgot password? on the sign-in page; an admin in your household approves you, see Signing in. If there is no admin, your integrator can help.

"Login request expired or invalid"

A sign-in with a QR code is valid for two minutes, a request via Forgot password? for five minutes, and each can only be used once. Start the sign-in on the new device again and have it approved promptly. See Signing in.

The app does not connect when I am away

Check the status under Settings → Infos → Remote Access. If it says Not allowed, an admin or your integrator needs to enable remote access for your account; if it says Not configured, your integrator needs to set it up. If it says Ready, tap it once to renew the key, ideally at home.

"Remote access is not enabled for this account" on the go

Your account is not allowed to use remote access. The app says so plainly: Remote access is not enabled for this account. Ask an admin or your integrator. The message only appears once your password is correct; a wrong password still gets Invalid username or password. It also appears if you are already signed in and the app switches to remote access on the go; at home on your Wi-Fi the app keeps working. Ask an admin or your integrator to enable remote access for you. How this works is described under Managing users.

"Remote Access has been revoked" or "Your session has expired"

Sign in again once at home on your Wi-Fi. The app then fetches a new key for use on the go, provided remote access is enabled for you. If it still does not work, ask your integrator. See On the go: remote access.

"Not allowed during remote access."

Configuration, Matter pairing, cloud linking, QR sign-in and Forgot password? only work in your home network.

A device shows "Not reachable" or "Malfunction"

• Not reachable: the device has no power, is switched off or is out of radio range. Check the fuse, the switch or the battery.
• Malfunction: the device itself reports an error.

If the state persists, contact your integrator.

Roller shutter or awning does not move

During a wind or rain alarm, your system temporarily locks the shading so that it is not damaged. If the lock remains in calm weather or the device shows Not reachable or Malfunction, contact your integrator. See Shading.

A function from the manual is missing in my app

It has not been enabled for your account, or the device does not exist in your home. See Who does what?.

No push notifications

Check in your smartphone's settings whether notifications are allowed for the nomos system app, see Push notifications.

"Emergency Mode" under Infos

After repeated errors, your Controller is running with limited functions. Contact your integrator. See Info and support.

Alexa or Google cannot find a device

• Is the device enabled for voice assistants? See Hiding a device from voice assistants and Matter.
• Can Alexa or Google handle this type of device at all? See Amazon Alexa and Google Home.
• Was the Controller connected to the cloud during the device search? Say "Alexa, discover devices" again.

Matter pairing does not work

• Your smartphone, the Controller and the other app's hub must be in the same network.
• Pairing for another app is only open for 15 minutes: tap Turn On Pairing Mode again.
• Maximum number reached: nine apps are already connected. Remove one first.

More on this under Matter.

After resetting Matter: "No Response"

Reset on the Matter page disconnects all connected apps at once. Delete the old devices by hand in the respective app and add the Controller there again. The pairing code stays the same. If you only want to disconnect one app, remove the bridge in that app instead. See Matter.

No passkey possible in the nomos cloud

An account uses either passkeys or Multi-Factor Authentication, not both. To add a passkey, first switch off multi-factor authentication.