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MyHarvia / Xenio WiFi - troubleshooting

Updated

Wifi 2.PNG

Update problems

  • Restoring factory settings has proved useful for this.
  • Your phone must have the automatic application update feature active (it usually is).
  • For Android devices, you can also go to the Play Store to see manually in the “App details in store” whether an update is available.
  • For Apple devices, you can also go to the App Store to manually check if there are updates available.
  • Instruct users to check the application version number under the profile.

NOTE! An old application version should always be automatically updated to the latest version.

Login problems

  • Cannot log in to MyHarvia application (“not registered user”)
    • User account has not been created → Create user account

Pairing problems

  • If the Wi-Fi network is not scanned when the application is supposed to be paring = the list of available networks is not shown.
    • The problem may be caused by a VPN connection.
    • Deactivate your VPN connection for the duration of the installation.
    • Check that the Wi-Fi router or in the ISP side does not have any blocked ports.

Thermostat needs access to port 8883 (secure MQTT), that must be open in firewall. In addition, there must be access for at least one of the used network time protocols (NTP) servers: time1.google.com, time2.google.com, 0.fi.pool.ntp.org, 1.fi.pool.ntp.org. Check also that other ports are not blocked, especially 443, 8443 ja 8883.

  • Some routers or Wi-Fi systems can be a bit problematic from the IOT device point of view.
    They for example try to force connection into 5.0 GHz band by refusing connection in 2.4 GHz. Also feature called band steering could lead to the pairing issue. Harvia Xenio Wifi only has 2.4 GHz band supported.
  • One option how to tackle is to make 2.4 GHz only guest network from the router and connect Wi-Fi Xenio into that. Disable fast roaming for the guest network and allow all ports open.
  • One good proposal is also to try pairing with different mobile device using the same username and password for MyHarvia account/cloud.
  • A cheap dedicated 2.4 GHz Access Point (i.e. Asus AP) feeding only sauna is practically secure option for the pairing issue. The simple Access Point can be connected to the main router with Ethernet cable.
  • If the Xenio additional setting menu of the control panel is missing menus, such as S-0 / Set-0
    • The control panel may be connected to an old, incompatible circuit card.

iOS pairing problems

The transport security layer (TLS) connection does not remain open, because it keeps opening a new connection.

  • Re-trying may help (sometimes).
  • Restore factory settings in the Xenio Wi-Fi control panel.
  • Restart the phone.
    • If possible, you can try pairing with an Android phone, and if successful, then use an iOS device with the same credentials.

"No connection" problems

  • The control panel loses connection to the MyHarvia (AWS) cloud (see the operation of the Wi-Fi indicator)
  • The application loses connection to the MyHarvia (AWS) cloud.

If the problem persists, do the following in the order presented below:

  1. Boot the phone and see if the problem is still there. If the problem is not solved, go to step 2.
    • If this fixed the problem, the fault is perhaps with the connection between the application and the cloud, or with the phone.
  2. Turn the Wi-Fi OFF in the panel’s Set-C menu and then back ON and see if the problem is solved. If the problem is not solved, go to step 3.
    • If this solved the problem, the fault is perhaps in the connection between the panel and the cloud.
    • NOTE! You need exit the menu (click to the end of the menus) for the command to be executed. That is, Wi-Fi OFF and the menu all the way through, then back to the menu and Wi-Fi ON and again the menu to the end.
  3. Boot the home’s Wi-Fi base station. If the problem is not solved, go to step 4.
    • If the problem has been solved, the fault is perhaps with the Wi-Fi base station or how well the base station and panel work together.
  4. Boot the panel (that is, disconnect from the mains).
    • If the problem is solved, the fault in perhaps with the control panel software.

Safety device problems

The application and control panel give a “door open” error even if the door is closed.

The application and control panel give a “SAFE” error message

Operation of WiFi indicator light (WiFi icon/light on the control panel)

The light is off

  • Reason: The Wi-Fi connection has been turned off in the settings menu S-CO.

The light is on all the time

  • Reason: The Wi-Fi connection is on. The connections to the router and (AWS) cloud are OK.

The light flickers three times

  • Reason: The Wi-Fi connection is on but cannot connect with the MyHarvia (AWS) cloud.
  • Suggested solution: Check the internet connections. Restart the router.

The light flickers every five seconds

  • Reason: The Wi-Fi connection is on, but the control panel’s Wi-Fi connection is not created with the router.
  • Reason: The Wi-Fi password may have been changed in the router.
  • Suggested solution: Restart the router.

Error codes in the application

Error code 7.1.0

  • (7) = Wi-Fi state ok
  • (1) = Connection state. Disconnected. = The phone has lost its connection to the ESP softAP
  • (0) = AWS connection state. Shadow disabled. = cannot access AWS

Error code 7.3.0.

  • (7) = Wi-Fi state ok
  • (3) = Connection state ok
  • (0) = AWS connection state. Shadow disabled. = cannot access AWS

Suggested solutions

  • Pairing on going. Maybe a pairing case that is successful, but the application does not receive an acknowledgement. After that, try again without performing a reset in between. That is, in practice you continue from a previous “failed” pairing with a new attempt.
  • Router port 8883 must be opened.

Error code 7.3.2.

  • (7) = Wi-Fi state ok
  • (3) = Connection state ok
  • (0) = AWS connection state, shadow connecting. = Unable to contact the AWS server (before timeout)

Suggested solutions

  • Maybe a fault in the user’s network
  • Check the network settings

Error code explanations "A,B,C" (connection state format)

A = Wi-Fi State

  • 0 = WS_OFF
  • 1 = WS_STARTUP
  • 2 = WS_WAIT_STA_CONNECTED
  • 3 = WS_START_STA_SERVICES
  • 4 = WS_STA_RUNNING
  • 5 = WS_STOP_STA_SERVICES
  • 6 = WS_START_AP_SERVICES
  • 7 = WS_AP_RUNNING
  • 8 = WS_STOP_AP_SERVICES
  • 9 = WS_CLEANUP
  • 10 = WS_STARTUP_GTAIF
  • 11 = WS_WAIT_STA_CONNECTED_GTAIF
  • 12 = WS_START_STA_SERVICES_GTAIF
  • 13 = WS_STA_RUNNING_GTAIF
  • 14 = WS_STOP_STA_SERVICES_GTAIF

NOTE! That is, pairing should always include a 7 here.

 

B = Wi-Fi Connection State

  • 0 = WSTA_DISABLED
  • 1 = WSTA_DISCONNECTED
  • 2 = WSTA_CONNECTING
  • 3 = WSTA_CONNECTED

NOTE! That is, what works for pairing is 3.

 

C = AWS Connection State

  • 0 = SHADOW_DISABLED
  • 1 = SHADOW_DISCONNECTED
  • 2 = SHADOW_CONNECTING
  • 3 = SHADOW_CONNECTED

NOTE! That is, what works for pairing is 3.

 

 

 

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