I cannot create an account using the web app/mobile app.
Go to platform.silvair.com. You need Chrome v.70 or higher, and an internet connection. The Silvair mobile app requires an iOS device with iOS 12+ and an internet connection (WiFi or cellular).
What is the web app for?
Use the web app to plan your project - you can set up zones, control scenarios, link zones, predefine scenes, and create schedules before anything is built on site. This configuration is stored in the cloud, so once you’re ready and the devices have been installed and powered up you use the mobile app to transfer the settings into the actual devices on site. The web app can also be used to set up and access other services such as energy consumption monitoring or scheduling (but you will need a gateway for this).
What is the mobile app for?
The Mobile app:
is used to communicate with the mesh devices directly (you cannot do this with the web app).
Is used to transfer the configurations created in the web app to the devices,
Is used to adjust some lighting behaviour parameters on site. See below for a comparison of the features available in the mobile and web apps.
I’ve created an account but I can’t login.
All new accounts require you to confirm your email address. Check your email and spam folder for an activation email from "firstname.lastname@example.org". If you have not received an email, click “Resend Activation Link” on the popup when you try to login.
I didn’t get an email confirmation when I signed in
Check your spam folder, or try logging in and resending the confirmation email.
What do I need to start the planning stage?
A Silvair account (register via the Silvair web app or Silvair mobile app).
A lighting control plan for your project so you know what lighting behaviour you want in each zone.
A floor or a site plan image in PNG or JPG image (optional)
If your project is going to have over 150 devices, or have sparsely distributed nodes, follow the guidelines in our SN-213 Large lighting installations Application Note.
How do I update or change the floor plan image?
In the web app, navigate to the area, right-click anywhere in the area view, and select “Edit Area”.
What can I do if I cannot upload the floorplan image into the web app?
Please make sure that the file is the right size (<10MB) and format (only PNG and JPG are accepted)
Can I upload the floorplan using the mobile and the web app?
You can only upload the floorplan with the web app. This feature is unavailable in the mobile app.
I was added as a collaborator but I can’t edit the project. What do I do?
It looks like you do not have the appropriate permissions to edit the project: only an “Installer”, “Manager” or “Owner” can make project changes. Contact the owner or manager of the project and ask them to change your role.
How do I revoke access for collaborators in the project?
Select one or more collaborators by clicking the checkboxes next to their names on the collaborators page. Then select “REVOKE ACCESS” (displayed in the right corner of the table). Confirm by clicking “REVOKE” on the pop-up window.
Why can I not revoke access for one of the collaborators in the project?
You cannot revoke access for the user with the “Owner” role in the project. There is always one Owner per project.
I cannot move or add zones on the floorplan in the mobile app? Why is this?
Check your role in the project. Installers and above should be able to drag and drop the zones. Sometimes you also need to enlarge the floor plan to be more precise with dropping the zones.
My zone doesn’t work. It has a “+“ sign on a grey background.
It looks like you have created a draft zone, i.e. the zone has been created but does not have a profile assigned yet. Select a profile for the zone.
How do you add a device to a zone using the web app?
No, you cannot add a device using the web app, you can only change certain parameters. Any changes are applied to the devices using the mobile app.
My zone is displaying a red exclamation mark . What’s going on?
This appears when the zone has been commissioned but has some issues that require user-intervention, e.g. requires reconfiguration. These errors can be simple (reconfigure a zone) or more serious (RPL errors). First, check what errors need to be resolved by right-clicking on the affected zone, and selecting “Zone Details”. Note the message under the “Alert” heading.
Possible causes of this may be:
settings were changed in the web or mobile app but have not yet been applied to the devices
daylight harvesting/photocell has not been calibrated
RPL errors have occurred if your project is very large
the project version was updated in the web app but the devices themselves have not been reconfigured
Follow the recommendations above and resolve each of the alerts.
I made changes to the project using the web app but the site appears to be operating with the old settings.
Don’t forget that if you adjust any settings using the web app (e.g. any of the profile settings) you still need to go on site and reconfigure the affected devices in the project. Once you are on site, open the mobile app, navigate to the project and find the zones displaying a red circle and exclamation mark. Press ‘reconfigure’. When the new settings have been uploaded to the devices, the zone will show a green check mark.
I see the zone alert saying “Calibration required”. What should I do?
This means that daylight control in the zone has not been calibrated yet or there is no light sensor selected to control the light in the zone (e.g. the previously selected light sensor has been removed from the zone).
If the zone has a daylight harvesting scenario based profile selected, follow the instructions in daylight harvesting calibration.
If the zone has a photocell profile selected, follow the instructions in photocell calibration
How do I remove an area from a project?
Remove all nodes from all zones in the project.
Navigate to the selected project.
Place the cursor on themenu icon on the area to open the context menu, then select “REMOVE”.
Confirm your decision by clicking “REMOVE” on the confirmation popup. In order to prevent accidental removal of the area, the button becomes clickable after 3 seconds.
How do I remove a project?
Navigate to the project list.
Click the context menu iconon the project you want to remove and select “REMOVE”.
You will see the “Remove” option only if you have the “Owner” role for this project.
On the confirmation pop-up, click “REMOVE” again. In order to prevent accidental removal of the project, the button becomes clickable after 3 seconds.
The project will be removed and will not be available for any users collaborating on the project.
What is zone linking?
Zone linking allows occupancy and switch control to be shared by multiple zones, i.e..
controlling multiple zones with a single wall switch
triggering the lights in multiple zones with an occupancy sensor, e.g. a hallway outside meeting rooms when they are occupied.
How do I update the Project to the latest version?
There are two ways in which you can update a project to the newest version:
Click on the Project box context menu in the top-right corner and select “Update”. You will see a pop-up appear. Update your project by clicking“UPDATE NOW”.
Click “More details” to access the release notes for the newest version of our software. Additionally, you will find there information about firmware compatibility, e.g.
Ver. 201808. Compatible with firmware: >=2.8.0
Open a project. If the project is not in the newest version, under the navigation bar the current version number will appear with an “update to v.XXX” link.
Click on the new version link and select “Update”. The update should start automatically.
How is the relay functionality assigned to a node?
A node can be assigned as a relay either manually via the mobile application, or automatically during the commissioning process.
The automatic mechanism works as follows.
If you have added between 0-20 nodes and no relays have been assigned then commissioning each additional node (up to the 20th) has a 10% chance of turning it on as a relay. If you are commissioning node #20 and there are still no relays, then this node is automatically set as a relay.
During commissioning, I tried to add a device to a project and it failed with a message “Device has not been activated”. What can I do to activate the device?
Please contact the device manufacturer for more information.
I cannot see any devices available for commissioning in the mobile app
Check the following:
Make sure the devices are properly powered
Make sure you have internet and Bluetooth enabled on your phone
Check that the devices have not already been commissioned into another network - ( see "How can I check if a device is in a provisioned state”). If needed, perform a reset (see “How do I reset a provisioned device” and check the device datasheet).
Make sure you are within range (approximately 150 feet or 15m) of the device.
How can I check if a device is in a provisioned state?
Check the Status LED on the device for the following blink sequences:
How do I reset a provisioned device?
If the device can be seen in your app, the best way to reset it us with the mobile app. On your iOS device, open the app and navigate to the Zone where the device has been commissioned, and identify it to ensure you have the appropriate one selected (click on the eye - that device will flash or identify itself in some way). Select the device, and tap “remove from project”. Make sure you are within radio range during this process.
If you are unable to successfully reset the device from within the app you will have to reset it manually. Check the manufacturers datasheet for a factory reset procedure as these vary but most devices will have a button or a switch that needs to be pressed for the appropriate amount of time. Some have a magnetic switch and you will have to hold a magnet to it to trigger the reset.
I have lost a QR code from an already commissioned EnOcean switch and cannot add the switch to my project.
If the switch is still added to the project, it is possible to recover the QRCode by viewing the Project Report. Browse to the Project, and go to the Area View. Look for the “Report” tab. The QR code for that enocean switch will be listed in the zone it was added to.
If you have removed the switch from your project, it is possible to regenerate the QRcode for the switch by contacting EnOcean directly for additional help https://www.enocean.com/en/support/
I see the zone alert saying “Scenes configuration required”. What should I do?
Scenes in the zones were not configured correctly or scenes configuration has been interrupted, or
An additional device has been added to the zone after the initial configuration, and the scenes for the new devices have to be reconfigured.
How do I repair or reconfigure a device?
To repair a misconfigured device, select it from the Devices list and expand the options.
The up-to-date configuration will be applied to the device.
Alternatively, to fully reconfigure the device navigate to the Zone it is in, tap the “3 dots” context menu on the top-right corner, and select “Full reconfiguration”
I see a device alert saying “Some features are not supported by the device and may not work as expected.”
The device may not fully support the features required by the control profile or the Silvair app and may not work as expected, e.g. some features have not been provided by the device manufacturer, or the device firmware version is not up-to-date. Check if the device has the newest firmware installed. If not please update the device firmware.
I see the device alert saying “This device is not configured correctly.”
The configuration of the device might have failed or was interrupted. The device configuration needs to be repaired – follow repair device to see how to do that.
I see a zone alert saying “Configuration required”. What should I do?
This means one (or more) of the following things have occured:
There has been a connection error (e.g. internet problem) during the configuration process or something has interrupted device configuration (e.g. an iOS device gets switched off)
Someone has made changes to the zone's settings (e.g. changed a profile or scenario settings, added/edited zone linking) and has not reconfigured the zone with the app afterwards
Someone has updated the project version (in the web app) and the zone configuration is modified in the new version.
The solution in each of these cases is to reconfigure the device manually using the mobile app.
I see the device alert saying “The scenes on this device are not configured correctly.”
The configuration of the scenes may have failed so you need to configure scenes. Follow scenes setup to see how to do that.
Why do I see an alert in a zone saying “Risk of exceeding the RPL limit”?
An RPL (Replay Protection List) error may appear when there is a risk that RPL limit may be exceeded. It might show up when:
You are adding a device to the zone (a luminaire, a sensor or a switch)
Configuring a device (due to changed scenario, or changed zone linking)
You are connecting to the project using a newly-added mobile app
If you get this warning, please check SN-213 Large lighting installations. If you still have questions, please contact our support team at email@example.com to get recommendations for your project.
I can communicate with a device via the phone, but two devices don’t seem to be able to communicate with each other.
Check if you have a good radio link with a device and then check the radio link between devices by using the test tab if possible. If the devices do not respond, decrease the distance between them, remove anything that might be blocking the radio signal, or add another device to the same area to act as a relay.
I cannot delete a zone.
A zone must not contain any devices before you can delete it. You must remove the devices from the zone using the app, or Hide, and then remove the devices using the app if they are no longer powered on in range of the rest of the mesh network.
If there is a power failure when the lights are (reported) on, after the power is restored will the Cloud report for how long the power was out or will it assume that the lights were still on during that period?
The energy monitoring does not differentiate between power outages or devices being off. In such cases the result is calculated as a linear interpolation from the last data point before the failure to the first one after the failure.
If the gateway hadn’t yet sent the energy consumption information to the Cloud before the power failure, is that information lost or is it kept in memory so that when the power is restored, it can be sent to the Cloud?
Currently there is no mechanism to store data to the non-volatile memory, so the data is lost on power failure.
If there is an issue with the Internet connection will the gateway store the energy consumption/occupancy/scheduling data locally and send it to the Cloud once the Internet service is restored?
Yes, if the internet connection is lost the gateway can store the captured data (up to the size of available non-volatile memory) provided the gateway does not lose power or is not rebooted (see #Q2).
How can I time-schedule the behaviour of nodes in an installation?
Scheduling requires a Silvair gateway to be added to the project. Additionally, scheduling only works with the “Multiple Scenes” Scenario. Please see SN-201 - Scheduling.pdf for additional information.