Make sure that you have a stable internet connection. For the Silvair web app, use the latest version of Chrome. For the Silvair mobile app, use an Apple device running iOS 17 or later, or an Android device running Android 13 or later.

1. Make sure that you have signed up for Silvair Commissioning.

2. Check your inbox (and spam folder) for the registration email.

3. Click “Confirm” to verify your email.

4. If you haven't received an email, click “Resend activation link” after trying to log in.

5. If you've registered but still can't log in, contact support@silvair.com. In your email, include the URL of your Silvair Commissioning login page and your login email address.

Note that registration for our partners’ branded apps and the Silvair app is separate.

1. Use the “Don't remember your password?” option.

2. Enter your email and click “Send email” to request a password change.

3. Check your inbox (and spam folder) and click the link provided in the email.

4. Enter a new password and click “Change password”.

5. Try to log in with your new password.

6. If you still can't log in, contact support@silvair.com. In your email, include the URL of your Silvair Commissioning login page and and your login email address.

1. Make sure that this email isn't in your spam folder.

2. 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.

3. Go to https://www.barracudacentral.org/lookups/lookup-reputation, enter your email domain, and click “Check reputation”. Make sure that you see an “is not listed on Barracuda's Intent Block List” message.

4. Go to https://talosintelligence.com, enter your email domain, and click . Make sure that your domain's web reputation is not “Questioned” or “Untrusted”.

5. If your domain passes steps 2, 3, and 4, contact support@silvair.com. We'll send you the server domain from which the emails are sent. If you've received any of these emails in the past, include the email header to help Silvair Support troubleshoot the issue. For instructions about how to get email headers, go to https://mxtoolbox.com/Public/Content/EmailHeaders.

6. Ask your mail server admin to add the server domain from Silvair to the allowed list.

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 doesn't manage project permissions.

Access can't be revoked for a user with the "Owner" role in the project. There must always be one owner per project.

You can only upload a JPEG or PNG file with a maximum size of 10 MB.

Contact support@silvair.com to enable these features for your project. In your email, include the ID or URL of the project.

1. Make sure that the energy profiles of your devices are correctly defined.

2. 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.

3. If none of the above helps, contact support@silvair.com. Explain why you expect different data, provide your project ID or URL, and attach screenshots of the data charts.

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 where the switch was added.

If the switch has already been removed from the project, contact EnOcean to generate the QR code for the switch again.

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.

1. Make sure that the number and power of the installed luminaires is sufficient.

2. In the Silvair web app, go to the project and area. 

3. On the "Commissioning" tab, click the zone and then .

4. Make sure that the light levels are set as intended. 

5. Set "Max." of the "Low/high-end trim" to 100%.

6. Click "Save".

7. In the Silvair mobile app, go to the zone and tap "Configure all" to configure all devices in the zone again.

8. If a Daylight harvesting scenario is used, see SN-209 Silvair Daylight Harvesting.

Zones set to manual control cannot be controlled by occupancy data from another zone, nor can they use occupancy data to control other zones. Therefore, even though these zones may appear linked in the web app, the zone linking will not work as intended in such cases. If you need the zones to respond to occupancy changes in another zone, set each linked zone to use an occupancy/vacancy scenario. If you prefer manual control, set both zones to manual control.

Contact support@silvair.com. In your email include:

• project ID or URL,

• screenshot of the error message.

1. Make sure that the network LED and status LED are on.

2. 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.

3. Unplug the power cable and Ethernet cable, and plug them back in.

4. If none of the above helps, contact support@silvair.com. 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).

1. Make sure that the device manufacturer has requested OTAU (over-the-air update) activation for your devices from Silvair Support.

2. Make sure that you are using the Silvair mobile app for iOS/iPadOS.

3. Make sure that your mobile device is within range (15 meters / 50 feet) of the device to be updated.

4. Try updating the device again a few times.

5. Power the device off and on, and try updating it again a few times.

6. If the device still can't be updated, contact support@silvair.com. In your email, include the cryptosets of all devices that can't be updated. To find the cryptoset of a device, open the mobile app for iOS/iPadOS, go to the Devices tab, and tap “Diagnostic”. Search for Silvair DFU Server > Device Info and note the number next to “csid”.

Follow these steps to enable the new features in the project:

1. If the new features require a new project version, update the project.

   1. In the Silvair web app, go to your projects.

   2. In the project field, click > Update > Update now.

2. In the Silvair mobile app, remove all devices from all zones in the project.

3. Make sure that no devices remain in the project.

4. Add the devices to the zones again.

You can upload a plan only in the web app, not in the mobile app.

Contact support@silvair.com and send a request to check the device activation. In your email include:

• device name

• app logs (tap and select Send logs > More… > Save to files).

1. Move as close to the device as possible.

2. Make sure that your mobile device is connected to the internet and that Bluetooth is on.

3. Go back to the list of devices and tap "Configure all".

4. Move to the zone and perform a mesh quality test. In the Silvair mobile app for iOS/iPadOS, go to the project and in the area field, tap > Mesh quality > Start test.

5. After the test is complete, tap the zone. If some devices are marked red, see SN-202 Optimizing mesh network performance.

1. Move as close to the device as possible. Then, in the Silvair mobile app, set the slider to All.

2. If the device doesn't flash a few times after powering on, or the status LED flashes every two seconds, it means that the device has been added to a different zone or project. In this 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. Some devices, however, have a switch that triggers a reset when a magnet is applied. When the reset is triggered, the status LED will flash every 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 .

3. If the device has firmware version 2.30 or later, power the device off and on, and try adding it to the zone again.

   Firmware version 2.30 introduced a time-limited provisioning parameter. After the defined time has passed, the device must be powered off and on before it can be provisioned.

Ask the project owner about your role in this project. An “Installer” or “Manager” can drag and drop zones. You might need to zoom in to the floor plan or site plan to be more precise when dropping the zone?

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.

In the mobile app for iOS/iPadOS, go to the zone and tap Settings > Scene > Configure. Then, tap and select “Restore” or “Remove”.

Not all devices support the measurement of these parameters. To find out if your device supports measuring power consumption and power, contact the manufacturer.

If the device is an ambient light sensor or it's equipped with a motion sensor, this behavior for an unprovisioned device is expected. This means that the device firmware has been programmed with the Unprovisioned behavior parameter set to Occupancy control or Photocell control. With the Occupancy control setting, the light turns off after some time has passed since the last occupancy detection. With the Photocell control setting, the light turns off when it’s bright and turns on when it’s dark.

The firmware version of the device may not be up to date, or the device manufacturer hasn't provided some features.

Check the device's firmware version. If it's not the latest, update it. Before the firmware can be updated, the manufacturer must contact Silvair Support to request over-the-air update (OTAU) activation for the specific line of devices. After OTAU is enabled for the devices used in your project, continue as described in SN-208 OTA firmware update for provisioned devices.

For more information about unsupported features, contact the device manufacturer.

The device configuration failed or was interrupted. Tap “Repair” to configure the device.

To configure scenes, see the Scenes A and B setup section of the SN-200 Silvair Commissioning user manual.

The configuration of scenes was interrupted or is in progress. To configure scenes, see the Scenes A and B setup section of the SN-200 Silvair Commissioning user manual.

The 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”.

Daylight control in the zone is not calibrated, or a light sensor hasn't been selected to control the light in the zone, or it 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.

If this alert appears, the zone is close to its device limit. To resolve it:

1. Remove all devices from all zones in the project.

2. Create new zones.

3. Add some devices back to the original zones.

4. Add the remaining devices to the newly created zones.

To avoid this alert in the future:

1. Create smaller zones.

2. Use devices with firmware version 2.18 or later. Update the firmware if its version is earlier than 2.18. 

3. See SN-213 Recommendations for complex lighting installations to take into account the factors that contribute to the RPL of a device.

4. Do not use zone linking so that one zone is controlled manually from more than 28 zones.

5. If you still get this alert, contact support@silvair.com. In your email include:

• project ID or URL.