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FAQ´s

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  • Smartbox does not find the heater
    Move the adding heater closer to the smartbox. For multiple radiators, ALWAYS install the one closest to the Smartbox first. Then the one that is a little further away and finally the one that is furthest away. The "LINK" symbol must appear on the heater display. Contact us if you need help here.
  • What does hysteresis mean?
    You will find this setting on every heater. Heating control and temperature measurement. PID15min or PID30min- Hysteresis 0.25ºC, 0.35ºC, 0.5ºC or 0.75ºC We recommend a hysteresis of 0.25°C! PID 15: The temperature is measured every 15 minutes and regulated accordingly. Hysteresis 0.25: The radiator is regulated if there is a deviation of 0.25°C
  • When switching from MAN to AUTO, the app always switches back to MAN.
    You have your heating running in "Simple mode". All automatic functions are switched off here. This was previously set on the heater in "Advanced programming mode". To deactivate this function, do the following from the heater start screen: 1 x PROG 5 sec PROG - C1 appears - Press + or + up to C7 and then OK Select FULL with + or -
  • What is "True Radiant" - ADAPTIVE START CONTROL?
    From version September/October 20220 "True Radiant" is now called "ADAPTIVE START CONTROL True Radiant can be enabled on any heater. If this is activated, the heater "learns" when to start heating in order to reach the temperature programmed in AUTO mode. The radiator predicts the right time to start heating in order to reach the desired temperature according to the programmed schedule, so the user does not have to take into account the time it takes to heat the room. Maximum lead time: 24 hours. Example: In the bathroom it should be 21°C at 6:00 am. The heater learns when to start heating so that it is exactly 21°C at 6:00 am. However, the heating must be in AUTO mode for this.
  • Open window function
    This function can be set via the app or via the display (see separate video on the start page). Open window feature: The heating stops for 30 min if a drop of 2.4 °C or higher is measured within 4 min. This can be switched on or off.
  • Maximum heaters on a DSM interface / WLAN hub?
    The maximum number of heaters on one interface is 30.
  • Reset the smart box
    Press the reset button on the back of the Smartbox for about 20sec.
  • Range DSM interface / WLAN hub?
    About 300 m in the open field. Already installed heaters extend the range with a maximum of 2 extensions to approx. n900 m in the open field. In practice (walls etc.) of course much less. Many heaters may require the installation of a second or third interface. There are also WLAN "repeaters" from different manufacturers. These reinforce a possibly too weak WLAN network. First always connect the heater to the interface that is closest. Install more and more heaters as you get further away.
  • In the event of a power failure, does the Smart/DSM thermostat retain the information or does it need to be reprogrammed?
    The thermostat retains all configurations and programs. However, the time stops during a power failure and must be reset. If the heater is connected to the app, the time will set itself again.
  • Sorting the heaters in app
    Sorting is currently not possible. The app arranges the heaters according to the radiator's RF (radio) address. We are currently working on it. An alphabetical order will be possible in the new app version in end-2022.
  • DSM/Smart control open system?
    No, it is a closed proprietary system (not open source). Therefore no API etc. are given to third parties. 😉
  • Where can I find the Smartbox number for customer support
    On the bottom you will find the 18-digit customer support number.
  • Linking to Google
    1 Introduction Google Assistant ® is a Google voice assistant that allows access to various services and functions through voice commands. It can be used from different types of devices including mobile phones, smart watches, TVs and Google Home (home device) 2 Installation In order to work with the Google Assistant for managing heating devices, it is necessary to install the Google app GOOGEL HOME. Search for GOOGLE HOME in the respective stores. Note: These instructions work with the Google application, over which we have no control and which may change. Google provides information on how to carry out the linking steps with the user account (account connection) and how to handle the devices with the SmartHome profile that we use. Use these instructions as a guide. 2.1 a) Install the Home application and open the. If it is the first time, it is necessary to add anew home. b) Now you need to set up a new device... c) Select: You already have devices...... d) At this point there is a list of the different devices (actions) that can be added. Locate and select Heating Control. At this point, a new window will open for you to enter user and password. Use the same credentials as your APP. Then select the name of the house that you want to associate with the Google account. Once selected, click Link Device. Google's control has a number of limitations compared to what you could do with the app. That would be: You cannot register new users. Neither delete You cannot edit device or house names You cannot program or configure advanced device settings. Geolocation is not working. You cannot invite users to your account. Historical data is not available. These are the control functions that can be performed via Google: Turn off one or all devices in the house. Turn on a device or all devices in the house. You turn on in auto mode Set the temperature in the radiator or in the whole house. If it was in off mode, it will turn on in auto mode Set eco mode on a radiator. The device switches to manual mode at Eco temperature Set the heating mode on a radiator. The device switches to manual mode at the comfort temperature Set auto mode on a radiator. You can use the Google voice assistant to set the above modes. The way the voice commands are said is not unique or predefined, the Google voice assistant interprets the commands in a natural way. Some examples are given below, with the possibility of saying them in different ways: OK Google... Turn off the house (turn off all devices) Turn on the house (turn on all devices) Set home to 25 degrees (set all devices to 25°C) Set 25 degrees in the kitchen (a kitchen appliance must be available) Set the kitchen to heating mode (set manual mode to comfort temperature) Set the kitchen to eco mode (set manual mode to eco temperature) Put the kitchen in auto mode Turn off the kitchen
  • Link to ALEXA
    1) The Alexa smart home skill enables heating devices to be controlled via the Amazon Echo. The skill is available on the Amazon Marketplace under the name Heating Controll: Heating Control download The skill is available in English, Spanish, German, French and Italian. 2) Activate the Alexa skill (please be logged into your Amazon account) 3) After activating the skill, a login window appears. You must enter the LOGIN DATA of your heating app here. 4) The DSM smart boxes (houses) are then connected to the app. If you have several DSM smart boxes, you can select the respective ones here. The LINK HOME button must be clicked. 5) Then a search is made for Alexa devices in the house and the corresponding devices (heaters) are detected. To do this, press Discover devices!
  • Google commands
    OK Google... Turn off the house (turn off all devices) Turn on the house (turn on all devices) Set home to 25 degrees (set all devices to 25°C) Set 25 degrees in the kitchen (a kitchen appliance must be available) Set the kitchen to heating mode (set manual mode to comfort temperature) Set the kitchen to eco mode (set manual mode to eco temperature) Put the kitchen in auto mode Turn off the kitchen
  • Alexa commands
    The devices using this skill work under the Thermostat device in Alexa. Next, let's look at the available commands for them. As already explained, it is not necessary to say the sentences in a predefined format. If only one device is installed, you can also say "Heating" instead of the name. 1 Turn off Alexa turn off the living room", "Alexa turn off the living room", etc. 2 Turn on Alexa turns on the living room", "Alexa turns on the living room", etc. In turns on in auto mode. 3 Set heating mode Alexa set kitchen to heat", "Alexa set kitchen to heat", etc. Sets manual mode to comfort temperature 4 Set economy mode Alexa, set kitchen to save energy", "Alexa, set kitchen to save energy", etc. Sets manual mode to eco temperature. 5 Set automatic mode Alexa sets the living room to automatic", "Alexa sets the living room to automatic", etc. 6 Set a temperature Alexa sets 20 degrees in the kitchen", "Alexa sets the living room to 20", etc. 7 Increase/decrease setting temperature Alexa, turn down the temperature in the living room", "Alexa, increase the temperature in the kitchen", "Alexa, increase the temperature in the kitchen by 3 degrees", etc. If you don't say the number of degrees to increase/decrease, it uses 1º. After the change, Alexa responds with the set temperature 8 Room temperature reading Alexa, what's the temperature in the kitchen?" "Alexa, tell me the temperature in the living room", etc. Names There is no predefined list of names for the devices. The device name can be any that can be spoken in the language. Digits can be added to names Control via the Alexa app You can control the devices via the Alexa app, they can be found in the Thermostats category. From here you can toggle them on and off. You can also create routines.
  • Change user and password
    The user and the password can be changed in the burger menu under ACCOUNT. There is also a video tutorial.
  • Reset the heater
    By simultaneously pressing: OK and PROG on the heater display for about 10 seconds
  • Error message on the display
    Error messages on the LCD display when installing the radiators (only for the electrician) -OC: no connection with temperature sensor -SC: Short circuit at the temperature sensor -Err1: Relay or triac shorted -Err2: Overload (power limit exceeded) -Err3: No load (or very low load, below 100W, check the connection to the resistors) -Err4: Temperature limit exceeded (> 90 ° C in electronics) If you get these error messages on the display, you need to contact us!
  • Leave only the essentials on
    Sometimes only the most necessary functions are required on the heater. This can happen, for example, if everything seems too "complicated" to older people. The heater can be switched from "full mode" to "single mode". All additional functions are then switched off and only the temperature can be increased or decreased. A very simple operation is achieved. This can only be done via the heater display using the extended programming mode under point C7. See the video below.
  • How much space should you leave above and below the heaters?
    Due to possible fire hazards, the following safety distances must be observed during assembly: Side walls of the radiator to any masonry: 5 cm side walls of the radiator to combustible materials: 10 cm distance Radiator to floor: 8 cm distance Upper radiator limit to components or covers arranged above (e.g. window sill): combustible: 15 cm non-combustible 10 cm
  • Wooden wall and electric heating?
    Electric heaters may not be mounted directly on walls made of combustible materials.
  • Advantages of placing the radiators under the window
    In the case of windows with single glazing and poorly insulated profiles without an effective seal between the window frame and the sash, there is a very high heat transfer from the inside to the outside and an unpleasant draught. Here we are dealing with thermal bridges, which are areas of building components - especially the building shell - where heat escapes to the outside more than in other areas. A heater under the window promotes the formation of an "air roll" that forms in the room due to the heating of the air flowing towards the window, thereby reducing heat loss. This also prevents condensation from forming on the window. With insulating and triple glazing, the heat transfer is significantly reduced, so that heating under the window is not absolutely necessary. Nevertheless, it is still the most energy-efficient solution here.
  • State subsidy if I buy one or more electric heaters?
    There is currently no government funding here.
  • Can you use any electricity to operate an electric heater?
    Yes, the source doesn't matter. It just can't be direct current. With green electricity, heating is 100% emission-free. Electric heating is also an absolutely real alternative when combined with a solar system.
  • How long does the heater store the heat?
    When a surface storage heater is fully charged (usually 15 minutes), how long is the heat kept/stored in the storage stones if the thermal energy is NOT released? Approx. 1 hour (no guarantee).
  • What maximum temperature does the surface of an electric heater reach (danger of burns)?
    Area storage heating: approx. 80°C - 90°C VPS/Visage: approx. 90°C - 95°C Kindergarten heating: max. 60°C
  • Can you put clothes on the heater to dry?
    No, covering the heaters with clothing, towels, etc. is not allowed. This leads to a build-up of heat and the heaters go out (protection against overheating). There are towel rails for certain models.
  • What if I need a shorter or longer cable?
    Our heaters are only available with a 1.5 m cable. This can be shortened by an electrical specialist. Connecting a longer cable directly to the radiator (no UACS) is also possible. Costs approx. EUR 4.90 per meter
  • Distance of surface storage heater to wall for wall mounting
    The distance for wall mounting is approx. 3cm.
  • The Smartbox has no Internet connection
    This can have many causes. Please check the following points: 1) How does the smart box flash. The Smartbox LEDs indicate: Green OFF, Orange blinks every second: Smartbox on discovery mode to connect new devices Orange ON, Green blinks fast. No IP address was assigned to the Smartbox Orange ON, Green flashes every 5s . Smartbox has an IP address but does not communicate with the server Correct display: Orange ON, alternating with the green every 5s: Smartbox with IP and correct connection to the server 2) Change the slot in the router 3) Change the cable 4) Is PORT 5000 open? This can be checked by visiting the following website: http://api.helki.com:5000/< /a> PORT 5000 is open when the following image appears. If there is NO image or the page keeps loading, the port is closed. The activation can only be done in your router or in the network by the network administrator. done. 5) Make sure that the router and Smartbox are in the same WiFi network 6) The DHCP must be activated in the router
  • Thermostat reset
    Press OK + CONFIG for 5 seconds > RES appears > press OK = Reset Press OK + CONFIG for 20 seconds (continue to hold when RES appears) > RESF appears > press OK = FULL RESET
  • Use of a PV system - limitation of the maximum consumption
    Question: We have a customer who wants to use surface storage heating and a PV system. This system cannot deliver more than 5 kW at the moment. Therefore, he would like to limit the maximum power in the app to 3 kW, for example. Answer: The maximum power for the heaters is set there. If you set 3kW for example, the heaters won't consume over this value, they will turn of and off depending on their priority and this is managed by the gateway. The priority in the algorithm of every heater is defined by the difference between the setting temperature and the room temperature, so the heater which is more distant to its setting has the maximum priority and so on. There is also a setting (the picture you attach) in each heater which defines a priority. When all the heaters has the same priority in the app, only the temperature difference with the setting is taken into account. If the user sets different priority in this setting it is like adding 0.5ºC of difference from low to medium and 0.5 from medium to high. Example 1, with 2 heaters and only one can be active at the same time: Heater 1: Setting 21ºC, measured 19ºC, priority Low Heater 2: Setting 21ºC, measured 19.4ºC, priority Low In this case Heater 1 has more priority and will turn on Example 2, with 2 heaters and only one can be active at the same time: Heater 1: Setting 21ºC, measured 19ºC, priority Low Heater 2: Setting 21ºC, measured 19.4ºC, priority Medium In this case Heater 2 has more priority and will turn on Example 3, with 2 heaters and only one can be active at the same time: Heater 1: Setting 21ºC, measured 18ºC, priority Low Heater 2: Setting 21ºC, measured 19.4ºC, priority High In this case Heater 1 has more priority and will turn on
  • When registering the app, the message appears: Your account could not be verified. How can I fix this?
    When creating an account, this must be confirmed. You will receive an automated e-mail for this, which you must confirm. These emails often end up in your spam mailbox. If you still cannot find this mail, contact us at info@lucht-lhz.de stating the e-mail address under which you registered. We will then add you to the portal manually.
  • The password is asked again and again when starting the app.
    The "button" - REMEMBER ME must be on the start screen.
  • Export statistics?
    From the September/October 20220 version, the individual statistics for each heater can be exported as an CVS file. Select the relevant heater and go to the statistics. Here you can export/ save daily, monthly or annual statistics. Press "SAVE" and then choose how you want to send the statistics.
  • Geolocation
    With "geolocation" you automatically turn down the temperature of all connected heaters by certain degrees. If you leave a previously set radius (100 meters to 1000 meters) around your home, the devices are switched to "OUTSIDE" mode. 1) Click on "My account 2) Click on "Home 3) Click on "Room/Home 4) Click on "Geolocation All connected heaters will be set to "Out of Home" function when you leave the radius.
  • Flashing thermometer in the app
    A flashing thermometer in the app means manual changes have been made in auto mode. It will flash until the next schedule change or day change.
  • Heater loses connection to Smartbox
    The heater keeps losing the connection to the Smartbox. One reason for this can be that the box is placed too close to the radiator. The box must be at least 2-3 meters away from the heater. Standing right next to the radiator can sometimes cause radio interference. Solution: Move your box a little further away from the heater.
  • Reset of the heating (factory setting)
    If nothing should work anymore..... Please press and hold the OK and Prog button for at least 20 seconds. The normal reset occurs after 10 seconds (rES appears in the display). Keep holding it down. After about 20 seconds, FrES appears, now press OK here and the heater resets to the factory settings.
  • Only the green LED flashes on the Smartbox
    Only the green LED flashes. No more other LED ! This is a problem with the smart box. It's not working properly. This can happen if the memory is damaged by a power surge or something similar. It can probably be fixed, but will need to be physically programmed. Check if the problem persists after unplugging the power cord for about 1 minute. If so, the Smartbox must be replaced.
  • Which characters can I use in the password?
    The input does not yet allow special characters such as +!? etc This will be changed in the future to ensure secure access!
  • Does a W-LAN repeater affect the Smartbox?
    No, the Smarbox does not work with W-Lan. It sends the signals to the heating system by radio.
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