Customer Name

Customer Address

Date

Elon® serial no.

What is the issue?

How long have you been experiencing this issue?

Have you had any power failures recently?

Have you used more hot water than usual (such as having guests over), or at a different time than usual?

Has the weather been cloudy or rainy in the last day or two?

Any alarms? (Indicated with an emphasised red exclamation mark on the home screen and with an alarm message on the status screen)

Yes

🞏

No

🞏

Alarm message

What heating profile is the Elon Smart thermostat set to?

What are the temperature set points?

Solar

°C

Grid

°C

What is the water temperature?

Do you have the latest version of the Elon Smart app?

Position of geyser circuit breaker in DB (distribution board) (X)

On 🞏

Off 🞏

Don’t know 🞏

Anything else to note?

0

Element Faulty

Contact your installer / electrician

• 1. Check that the thermostat is inserted correctly.

1. If that does not clear the alarm, measure element resistance and replace if necessary.

1

Switch Failed

Contact our help chat

Contact our help chat

2

DC Disconnect Failed

Contact our help chat

Contact our help chat

3

AC Not Present

This can be due to several reasons:

• 1. There is no AC power connected to the Elon Smart.
  2. AC power is off at the circuit breaker in the DB board or at the AC isolator close by the Elon Smart unit.
  3. There is a power failure or loadshedding.
  4. You have a geyser timer installed.

This alarm won’t prevent the Elon Smart unit from functioning and heating water with solar (DC) power as long as there is solar power available.

You can clear the alarm by switching the AC power on (where applicable), setting the Elon Smart heating profile to Solar Only or you can leave it until AC power returns.

See to the left

4

Measurement Failure

Contact our help chat

Contact our help chat

5

Disconnected for Safety

When there is a safety-related alarm condition, the Elon Smart will disconnect power from the geyser. To clear this alarm, you need to clear the other safety-related alarm(s). 

See to the left

6

Water Temperature Measurement Failure

Contact our help chat 

Contact our help chat

7

Ambient Temperature Exceeded

1. Check the installation. If the geyser is installed in direct sunlight, see if you can provide shade to the geyser end space area where the Elon Smart is located.
2. Reduce temperature set point by 5 degrees.
3. Wait until temperatures cool down. The Elon Smart will start up again.
4. Contact our help chat if the above doesn’t clear the alarm.

See to the left

8

DC Wiring Insulation Failure

Contact your installer / electrician.

To operate the Elon Smart whilst the insulation fault has not been located and resolved, you can set the heating profile to Grid Only or switch off the DC disconnect switch.

• 1. Check solar panels and DC wiring for insulation faults.

1. To operate the Elon Smart whilst the insulation fault has not been located and resolved, you can set the heating profile to Grid Only or switch off the DC disconnect switch.

9

Insulation Self-Test Failed

Contact your installer / electrician

Check earth wiring. Make sure both earth straps are connected securely to the geyser earth stud.

10

AC Wired to DC Input

Contact your installer / electrician

Wire AC to correct input (see Chapter 4 in the Installation Manual).

11

DC Wired to AC Input

Contact your installer / electrician

Wire DC to correct input (see Chapter 4 in the Installation Manual).

12

DC Not Present

This can be due to several reasons:

• 1. There is no DC power connected to the Elon Smart
  2. DC power is off at the DC disconnect switch close by the Elon Smart unit.
  3. There is an issue with the DC wiring or solar PV installation.
  4. It is extremely dark and overcast during daytime. (The alarm is not active when the sun is less than 15 degrees above the horizon.)

This alarm won’t prevent the Elon Smart unit from functioning and heating water with grid (AC) power as long as there is grid power available.

You can clear the alarm by:

• • 1. switching the DC power on (where applicable);
    2. setting the Elon Smart heating profile to Grid Only;
    3. leaving it until DC power returns; or
    4. contacting your installer / electrician to inspect and fix the DC wiring and/or solar PV installation.

See to the left

13

DC Input Reversed

Contact your installer / electrician.

The wiring on the Solar input has been installed incorrectly (in reverse). The DC+ (positive) wire has been connected to the DC- (negative) terminal on the Elon Smart and the DC- (negative) wire has been connected to the DC+ (positive) terminal on the Elon Smart. Swap the DC wires around (see Chapter 4 in the Installation Manual).

14

Hot Connection

Contact your installer / electrician.

Elon Smart not correctly inserted into geyser element. Switch off all power to the Elon Smart and re-seat (reinsert) the Elon Smart.

15

RTC Failed

Contact our help chat

Contact our help chat

16

Power Unstable

1. If it is intermittent or temporary and occurring during loadshedding or grid power failures, you can ignore this alarm.
2. If the alarm persists whilst grid power is available, contact your installer / technician.

1. Check that wiring to Elon Smart is properly connected and not loose.
2. Check whether geyser circuit breaker in DB or the geyser’s AC isolator are faulty or wiring is not properly connected.
3. If none of the above are present, then contact our help chat.

17

Server Not Available

1. Check that your home Wi-Fi network has internet connectivity.
2. Check the Elon Smart Wi-Fi settings on the thermostat settings screen (access by tapping the gear icon in the app when at home).
3. If your Wi-Fi router is far away from your geyser, the Wi-Fi signal might be too weak. This can be improved with a Wi-Fi extender or signal booster.
4. If none of the above works, try rebooting your Elon Smart by switching off the geyser circuit breaker on your house DB board at night for 2 minutes.

See to the left

Unit no.

Development name

Elon®

serial no.

Date

Name: 1^st level support person

Unit construction status (Works OR Final Completion)

Resident name

Reported issue (customer)

Reported issue (Level 1 Support)

No.

Action

Result

Units

1

Open the Elon Smart app. (Download the Elon Smart Water app from the Google Play or Apple app stores if you don’t have it installed on your phone. Make sure that you have the latest version of the app – you can check by searching “Elon Smart Water” in your app store and tapping “Update”.)

🞏

2

If you don’t have the specific thermostat in your device list, scan its QR code (on the house DB or on the thermostat itself) to add it by tapping the + button in the Elon Smart app.

🞏

3

Open the Thermostat Settings screen by tapping the Settings button

(the gear icon) to the right of the thermostat on the app status screen.

🞏

4

Check for any alarms at the bottom of the screen and rectify accordingly (See list of alarms at the end of this guide)

🞏

5

If you cannot access the thermostat from the app, confirm that

1. the DC isolator / circuit breaker is closed (on);
2. the AC circuit breaker at DB and AC isolator are closed (on).

🞏

DC closed

🞏

AC closed

6

If you still cannot access the thermostat from the app, remove the geyser end cover and:

1. Visually inspect the wiring ensuring that AC and DC wiring are still inserted into screw terminals;
2. Check using a voltage meter that DC voltage is present on the DC screw terminals and polarity is not reversed (Figure 1);
3. Check using a voltage meter that AC voltage is present on the AC screw terminals (Figure 2).

🞏

Wiring correct

V DC & correct polarity

V AC

7

Write down the conclusion from your testing (What caused the reported issue?) & any other observations:

Grid Only

Never

Always

Select this option if you don’t have any solar panels installed.

Solar Only

Always

Never

ONLY use solar power. NEVER use grid power.

Morning Shower

Always except for 3 – 5 am

3 am – 5 am

Solar power will be used whenever available, and grid power will only be used early in the morning to boost water temperature to the Grid set point if the temperature is lower than that.

Evening Shower

Always except for 5 – 7 pm

5 pm – 7 pm

Solar power will be used whenever available, and grid power will only be used in the late afternoon to boost water temperature to the Grid set point if the temperature is lower than that.

Morning and Evening Shower

Always except for 3 – 5 am & 5 – 7 pm

3 am – 5 am &

5 pm – 7 pm

Solar power will be used whenever available, and grid power will only be used in the early morning and late afternoon to boost water temperature to the Grid set point if the temperature is lower than that.

Holiday Mode

Off

Off

System switched off completely

Custom Profile

Whenever not in grid mode

Custom

Use the Custom Profile option to set your own grid heating timers.

0

Element Faulty

1. Check that the thermostat is inserted correctly.
2. If that does not clear the alarm, measure element resistance and replace if necessary.

1

Switch Failed

Contact our help chat

2

DC Disconnect Failed

Contact our help chat

3

No Power on AC Input

This can be due to several reasons:

1. There is no AC power connected to the Elon Smart
2. AC power is off at the circuit breaker in the DB board or at the AC isolator close by the Elon Smart unit.
3. There is a power failure or loadshedding.
4. You have a geyser timer installed.

This alarm won’t prevent the Elon Smart unit from functioning and heating water with solar (DC) power as long as there is solar power available.

You can clear the alarm by switching the AC power on (where applicable), setting the Elon Smart heating profile to Solar Only or you can leave it until AC power returns.

4

Measurement Failure

Contact our help chat

5

Disconnected for Safety

When there is a safety-related alarm condition, the Elon Smart will disconnect power from the geyser. To clear this alarm, you need to clear the other safety-related alarm(s). 

6

Water Temperature Measurement Failure

Contact our help chat 

7

Ambient Temperature Exceeded

• 1. Check the installation. If the geyser is installed in direct sunlight, see if you can provide shade to the geyser end space area where the Elon Smart is located.
  2. Reduce temperature set point by 5 degrees.
  3. Wait until temperatures cool down. The Elon Smart will start up again.
  4. Contact our help chat if the above doesn’t clear the alarm.

8

DC Wiring Insulation Failure

a. Check solar panels and DC wiring for insulation faults.

b. To operate the Elon Smart whilst the insulation fault has not been located and resolved, you can set the heating profile to Grid Only or switch off the DC disconnect switch.

9

Insulation Self-Test Failed

Check earth wiring. Make sure both earth straps are connected securely to the geyser earth stud.

10

AC Wired to DC Input

Wire AC to correct input (see Chapter 4 in the Installation Manual).

11

DC Wired to AC Input

Wire DC to correct input (see Chapter 4 in the Installation Manual).

12

No Power on DC Input

This can be due to several reasons:

a. There is no DC power connected to the Elon Smart

b. DC power is off at the DC disconnect switch close by the Elon Smart unit.

c. There is an issue with the DC wiring or solar PV installation.

d. It is extremely dark and overcast during daytime. (The alarm is not active when the sun is less than 15 degrees above the horizon.)

This alarm won’t prevent the Elon Smart unit from functioning and heating water with grid (AC) power as long as there is grid power available.

You can clear the alarm by switching the DC power on (where applicable), fixing the DC wiring / solar PV installation, setting the Elon Smart heating profile to Grid Only (see Table 4.1) or you can leave it until DC power returns.

13

DC Input Reversed

The wiring on the Solar input has been installed incorrectly (in reverse). The DC+ (positive) wire has been connected to the DC- (negative) terminal on the Elon Smart and the DC- (negative) wire has been connected to the DC+ (positive) terminal on the Elon Smart. Swap the DC wires around (see Chapter 4 in the Installation Manual).

14

Hot Connection

Elon Smart not correctly inserted into geyser element. Switch off all power to the Elon Smart and re-seat (reinsert) the Elon Smart.

15

RTC Failed

Contact our help chat

16

Power Unstable

If it is intermittent or temporary and occurring during loadshedding or grid power failures, you can ignore this alarm.

If the alarm persists whilst grid power is available, check the following:

a. Check that wiring to Elon Smart is properly connected and not loose.

b. Check whether geyser circuit breaker in DB or the geyser’s AC isolator are faulty or wiring is not properly connected.

c. If none of the above are present, then contact our help chat.

17

Server Not Available

1. Check that the home Wi-Fi network has internet connectivity.
2. Check the Elon Smart Wi-Fi settings on the thermostat settings screen (access by tapping the gear icon in the app when within Wi-Fi range of the Elon Smart).
3. If the Wi-Fi router is far away from the geyser, the Wi-Fi signal might be too weak. This can be improved with a Wi-Fi extender or signal booster.

If none of the above works, try rebooting the Elon Smart by switching off both the AC isolator (or geyser circuit breaker on the house DB) and the DC circuit breaker for 2 minutes.