Wiser for KNX - Controller paired but not able to send the location

[Cristiano_Carli_Ballola]

I'm trying to add a new controller (Wiser for KNX) to my account
The controller is a HW v3.1, FW3.0.0, MAC 00:00:54:FC:D7:C3
Apparently the controller is correctly paired with my account, but when the App locates its position,
sending data fails repeatedly and there is no way to complete the procedure.
Any suggestions on how to resolve this issue?

The procedure also failed with the previous firmware version FW2.8.3

[Thomas_Rohde]

Hi Cristiano,

can you please share the details of the first W4K also?

[Cristiano_Carli_Ballola]

I Thomas,
Thanks for your reply:
I'll upload those deteails as soon as I will be back in the office.
Meanwhile, here is a video recording of what happens

[Cristiano_Carli_Ballola]

Hi Thomas,

here are the details of the working controller
Wiser for KNX FW v3.0.0
MAC address: 00:00:54:FC:D7:C9

[Thomas_Rohde · Accepted solution]

Hello Cristiano,

I checked with R&D and it seems the device is already linked with a certain account (email sent in parallel).
So please delete the account and pair it with the same (already working one) which you shared within the last post.
Regarding the location issue ... here we need to improve the App as it just seems to be an issue with the localisation but in parallel the account feedback comes from the cloud and doesnt show a dedicated mismatch of the controller account.

[Ozturker]

Hi Thomas,

I am having the same issue on adding a new device in Wiser KNX. Pairing works ok with the MAC address but then submitting the geo location always fails. As a result the new home is not added.

LSS100100 HW v3.1  FW 3.0.0 MAC: 00:00:54:FC:ED:08

[Alexander_Remteks]

Hi, I also have problem with location entering in the software. I have a SpaceLynk, but I think I can use software locally in my home network.. LSS100200 FW 3.0

[Thomas_Rohde]

Hello Ozturker,

I checked your topic with our R&D also and the recomondation is to delete your account (which unpairs your controller) and create a new account please.

[Thomas_Rohde]

Hello Alexander_Remteks,

please try also to delete your created account and create a new one.
Please make sure you are within the same network with your mobile device as the dedicated spaceLYnk.

[Ozturker]

Thank you Thomas,

In my case I really don't want to delete my account because I have my previous Spacelynk unit installed. I cannot loose the connection at the moment as I am in a different country now. Any other suggestion?

[Thomas_Rohde]

Hello Ozturker,

in case you share with us the MAC-Address of the dedicated device ... we could do that for you.
But when you are abroad ... maybe it makes more sense you do it locally when you are back.

[Ozturker]

Thank you Thomas,

Here are the details of the device: LSS100100 HW v3.1  FW 3.0.0 MAC: 00:00:54:FC:ED:08

This one is near me so no problem

Best Regards

Türker

[Alexander_Remteks]

Hello, I deleted account as was recommended and created new one, and I paired my SpaceLynk device. But again location not possible to be added. What to do? SL FW version 3.0

[PIERRE]

Hello,

I have the same problem, i delete my old account and create a new account but same problem

Pairing ok but error on submission after adress input.

Do you have another solution ? Deleting the old data on your server ?

[Ozturker]

Hello @Thomas_Rohde 

I have tried with another fresh account but still un able to pair the device on the Geographic information. Is there a way to skip this check?. Here are the details of the device: LSS100100 HW v3.1  FW 3.0.0 MAC: 00:00:54:FC:ED:08 I have tested with both iphone and android tablet

Thank you

[Ozturker]

Hello @Thomas_Rohde 

Any suggestion for me? Maybe the device registered on another account? Do we have the option to remove it manually?

Thanks

Türker

[RomanFojtik]

Hello

The controller is already linked to the email address. -> Firstly the linking must be deleted -> Contact CCC they can delete it for you.

BR
Roman

[Ozturker]

Thank you Roman

Should I just reach to Iberia CCC team?

Or any specific CCC team 

Best Regards 

Turker

[Ozturker]

Hi Roman

I have the CCC case opened 111970796 

Waiting for their return

Thanks

[johnycolo]

Hi ,

I am having the same issue on adding a new device in Wiser KNX.

[zmocan]

Hello guys,

I have a similar problem with LSS100100 controllers and Wiser KNX app, specificly location during setup. I have 3 controlers (mac: 00:00:54:fc:e5:48 which is working fine; mac: 00:00:54:fc:e5:49 this one has problem with location and can't finish setup; mac:00:00:54:fc:e5:43 also problem with location) all controler are updated to latest firmware 3.0.0., all are HW V3.1; controllers are correctly paired with my account, but when the App locates its position, sending data fails repeatedly and there is no way to complete the procedure.

I'm from Croatia, and country is added in app version 1.4.7 (I'm using latest app 1.7.3)

[RomanFojtik]

Hello

The controller is already linked to the email address. -> Firstly the linking must be deleted -> Contact CCC they can delete it for you.

BR
Roman

[MarkosF]

Hello, I have the same problem. I have 3 devices. I have paired the 2 LSS100200 correctly. The LSS100100 gives me the same problem as you say. It pairs but does not finish the process because when indicating the location of the error. This device may have been registered with another user, since it is recycled from an old installation that we replaced with the newer model. This one that gives problems is LSS100100 version V1.1 00:00:54:FF:8C:AC FW3.0
I would appreciate help with this.
Thank you very much

[FZetina · Accepted solution]

Hello everyone,

Upon reviewing the issues mentioned above, it appears that many of them are related to a similar case. Unfortunately, the current error message displayed is not very helpful, and we are working on improving it. In most instances, when a location error occurs, it is typically because the controller is already paired with an existing account.

Your options are:

1. Continue using the existing  (previous) account to log in to the controller.
2. Switch to the new account: First, log in with the existing (previous) account and remove it from the app's settings. Once this is done, you can log in with your new account and complete the pairing process.

If you don't remember your old password, you can recover it through the mobile app. If you can't recall your old email or cannot access it to retrieve your password, please contact Schneider customer support. Provide the controller's MAC address and some information to verify your ownership. The support team will assist you in deleting the old account, allowing you to pair the controller with your new email account.

therefore it won't be able to be paired to a different controller

Thanks

[zmocan]

Thank You Fernando for clarification.

I contacted CCC and they reseted linked accounts.

P.S. maybe your post should be marked as answer so it's visible as second post on top of page.

[Thomas_Rohde]

Hello Zmocan!

Thank you for the hint! I marked this ticket as solution. So it is now as well on top of all other entries.

[JoshuaB]

Hello Thomas,

I have a similar problem, I got a location error during setup when using Wiser KNX app Ver 17 (Build 6). I have LSS100100 MAC: 00:00:54:fc:c9:72 HW V3.1:  I updated the controller to the latest firmware 3.0.0; finished pairing with my account, but when the App locates its position, sending data fails repeatedly and there is no way to complete the procedure. I deleted my old account and created a new account (some times) but I got the same location error. Please Reset my account so I will start a new account. Thanks in advance. JoshuaB

[FZetina]

Hi @JoshuaB 

The issue is that this controller is already paired to an account; so you can't pair it "again". You just need to enable the cloud connector and KNX IoT 3rd Party API (and enable their automatic updates). By doing so, the controller will connect to the cloud (because it's currently not). Once connected you should be able to login in into the App without any issues.

If you have doubts about the email used for registration, please send me an email to KNXsupport{at}se.com and I will help you.

Thanks

Fernando

[JoshuaB]

Hello  FZetina,

1) In the KNX IoT 3rd Party API  all 3 option are enabled.

2) In the Cloud connector tile I have X on it and in his settings I have green sign on the Enable Cloud Connector, logging level = DEBUG

3) Unfortunately, I couldn't find a way to enable automatic updates for them.

Thank you in advance for your support

JoshuaB

[FZetina]

Hi @JoshuaB 

You need to go to the controller's marketplace (which has the shopping cart icon at the top right page of the controller's Home page).

Once in, you need to click on the green bar above one so you can see which plugins are installed in your controller and for each of them you will see a checkbox that you need to mark to enable the Automatic updates of each.

For all of those plugins installed check if you have the latest version and if not install it by clicking on the icon at the right of each plugin:

If you have the latest version of the Cloud connector already installed, please uninstall it (with the trash icon), click on the green bar above again (to see now the plugins that are not installed and search for the cloud connector and install it again and enable it).

Let us know if this solves the issue.

Thanks

Fernando 

[JoshuaB]

Hello  FZetina,

Thank you very much for your kindness and support.

The cloud connection had v(1.11.8) and enabled update automatically. 

I deleted the cloud connection, reboot, installed again, but the only option I got was v(1.1.8).

The Cloud connector tile still stays with X on it.

In the example you sent me the cloud connection is v(1.12.2).

Could be that the level of cloud connection is not up to date?

Thanks in advance, 

JoshuaB

[JoshuaB]

Correction: the current cloud connection is v 1.11.8

JoshuaB

[JoshuaB]

In addition: 3 light grey icons in the cloud tile are blinking all the time and the X on the tile is coming and going. Regarding to Wiser mobile App User Guide: "Light grey icons of the cloud or network: Remote or local access to the KNX IoT 3rd Party API is disabled".

JoshuaB

[FZetina]

Hi @JoshuaB 

I have sent you an email to the email account registered in your controller with the steps you need to follow, but the email was rejected as if it would not exist. Could you please send me a direct message and provide me with your email?

Waiting for your reply.

Thanks

Fernando

[JoshuaB]

Hello FZetina,
Please direct me the way how to send you a direct message with my private email. 

Thanks,

Joshua

[FZetina]

@Joshua you need to click on my name and there you will have a button to send a direct message:

[JoshuaB]

Hello FZetina,

"Direct Option" is missing when I click on your name.

Thanks, Joshua

[FZetina]

Hi Joshua

Strange, then please send me an email to KNXsupport{AT}se.com and we'll take it from there.

thanks

Fernando

[JoshuaB]

Hello FZetina,

The "Direct Message" is working now, so I sent you, some days ago, a message with my email.

If you did not get it, I'll send you my email  via - KNXsupport{AT}se.com 

Thanks, Joshua