Common problems

Solutions to the most common questions.

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.

Nothing works on the go

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

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.

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.

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?.

"Not allowed during remote access."

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

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.

No push notifications

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