Elon® Smart basic troubleshooting guide and alarms v1.6
Water temperature is too low
Alarm icon ( ) showing in Elon Smart app
Yes
Contact a technician
Are there any alarms ( ) showing on the status screen?
Check the alarm message on the device status screen.
Water temperature is too high
Wait for 2 hours for hot water
No
Is the smart thermostat set to “Solar Only”?
Contact our help chat
Is water hot?
Resolved
Contact our help chat
Wait until power returns
*Is geyser circuit breaker on at DB? *Is the power on?
Press “heat with grid now” button.
Any Yes
*Is it cloudy?
* Have you used a lot of hot water?
* Was there a power failure?
Yes
Wait (water is heating)
No
All No
Reported Issue:
Did the device switch to grid mode?
Is the status “Heating with solar”?
Reduce thermostat setting
Is water still too hot a day later?
Resolved
Contact our help chat
Yes
No
Elon® Smart basic troubleshooting guide
V1.6
How to use this guide
Select your issue in blue
Follow the steps indicated by the blue arrows until you reach a red or green final step.
Can you resolve the alarm yourself?
Resolved
Yes
No
Power source status greyed out
Does that resolve the issue?
Resolved
Contact our help chat
Yes
No
Tap the Settings button in the app (within Wi-Fi range of your Elon Smart device). Update the Wi-Fi settings and save. Wait 5 minutes.
My Elon Smart status is not updating in the app
Yes
Contact our help chat
Fix your Wi-Fi network
Reported Issue:
Did you change your home Wi-Fi network name or password?
Resolved
Yes
No
No
Are you able to connect to the internet from your phone via the same Wi-Fi network?
Is the status updating now?
No
Yes
*Is geyser circuit breaker on at DB?
*Is the power on?
*Is the sun shining?
Wait until power or sun returns
All Yes
No
Can’t connect to my Elon Smart with my phone (via the Settings button
or the “Thermostat settings” menu item)
Contact our help chat
*Is geyser circuit breaker on at DB?
*Is the power on?
*Is the sun shining?
Wait until power or sun returns and check again
No
Yes
Can you connect now?
Resolved
Close and restart the Elon Smart app and try again.
Can you connect now?
Yes
No
Are you at home and within Wi-Fi range of your Elon Smart?
No
Wait until you get home or move closer to your Elon Smart device
Yes
My Elon Smart won’t connect to my Wi-Fi network
Yes
Contact our help chat
Reported Issue:
Check your Wi-Fi router security settings (security mode). Is it set to WPA or WPA-PSK security?
Resolved
Yes
No
Can you connect now?
No
Change the security mode to WPA2.
Are you trying to connect to your router’s 5 GHz band? (The 5 GHz band is typically denoted by 5G or 5GHz at the end of the router name – for example “MYROUTER_5G”)
No
Resolved
Yes
Can you connect now?
Connect to the router’s 2.4 GHz band (this is usually the router name without anything added to the end – for example “MYROUTER”)
Yes
Uninstall and reinstall the app, and reboot the Elon Smart by switching grid power off for 2 min at night.
Can you connect now?
Resolved
Yes
No
Contact our help chat
No
“Unhandled exception querying device” error
5 things to try:
Delete the geyser in the app and rescan the QR code;
Go to config screen and change heating policy;
Uninstall and reinstall the app;
Reboot the home Wi-Fi router
Switch off the geyser circuit breaker at the DB at night time, wait for 2 minutes and switch it on again (this will force the Elon Smart to reboot).
Did this clear the error?
Resolved
Contact our help chat
Yes
No
No
The Elon Smart unit might be out of range of your Wi-Fi network. If you can, reposition your Wi-Fi router closer to your geyser. Otherwise, you might need to get a Wi-Fi extender or booster.
Check that your Wi-Fi router is not set to only the 5 GHz band, but also the 2.4 GHz band.
Yes
Can you see your Wi-Fi network on the list of Wi-Fi networks in the app?
AC not present alarm
Reported Issue:
For installers: how to configure the Elon Smart when no home Wi-Fi is available
You can configure the Elon Smart by connecting directly to it as follows:
Scan the QR code to add the Elon Smart to the app.
Tap the gear icon on the home screen or select “Thermostat settings” in the menu on the status screen to access the thermostat settings.
Configure the thermostat as described in the installation manual (set name, address, temperature set points, heating profile). Skip the Wi-Fi configuration.
The Elon Smart will function without a Wi-Fi connection after configured, but the status screen in the app will not update.
If you want to see the status screen (graphs and temperature) update, provide a mobile Wi-Fi hotspot on a second phone (not the one that you’re connecting to the Elon Smart with).
No
Resolved
Set heating profile to “Solar Only” to remove alarm
Is AC (grid) power to Elon Smart installed?
Yes
Yes to any question
Resolved
Wait until grid power returns or switch grid power on or set heating profile to “Solar Only”. The Elon Smart will use solar power if available and in solar mode, despite AC not present alarm.
No to all questions
Check the following:
Is there loadshedding?
Is there a power failure?
Is the geyser circuit breaker off at the house DB?
[For technician:] Is the AC isolator close by the geyser switched off?
Do you have a geyser timer installed?
Yes
Resolved
Remove all geyser timers (or switch to ‘grid power permanently on’) to avoid clashes with the Elon Smart.
Contact our help chat
Wait for a few hours to see if the alarm clears. If not, contact our Help Chat.
No