If your Heat Pump Optimizer X was previously working but has disconnected from the Internet, typically it indicates a problem with the Wi-Fi network or the network range.
If you’re installing your Heat Pump Optimizer X for the first time and it can’t connect to the Internet, check whether the tado° app is showing a connection error or a configuration error.
How to reconnect your Heat Pump Optimizer X to the internet
If the display shows network disconnection:
or
Restart the Heat Pump Optimizer X by selecting Menu > Reset Device > Restart.
Make sure that your Wi-Fi is activated and working. To do so, check Wi-Fi access on other devices (i.e. a smartphone or laptop).
Check whether the Wi-Fi password has been changed. If this is the case,go to Menu > Wi-Fi Connection > Reset Wi-Fi on the display of your Heat Pump Optimizer.
If the network is unstable:
You can check Wi-Fi strength on your Heat Pump Optimizer display by selecting Menu > Wi-Fi Connection > Next Info 1/4. It will display your Signal Strength out of 5 at the top of the screen.
You might encounter low signal strength or an unstable network connection if there is a distance of more than 5 meters between the Heat Pump Optimizer X and the router. You can extend your network by installing a tado° Bridge X or other Thread border router to close the distance between your router and Heat Pump Optimizer X.
If your Heat Pump Optimizer X is connected to the network, but the Internet quality is poor:
Check if your internet is working. To do this, log in to your home’s Wi-Fi network on your smartphone.If your Wi-Fi is not working, please check that your router is powered and restart the router and any other Wi-Fi repeater in your network. This will usually resolve a temporary issue with the internet connection.
After restarting your router, your Heat Pump Optimizer will automatically reconnect when Wi-Fi is available.
If the issue persists, it could mean that you’re having an issue with internet availability. To troubleshoot this, you can try to adjust the settings in your router. Sometimes adjusting the Domain Name System (DNS) settings can resolve the issue.
To troubleshoot internet availability issues on your router, try the following:
Go to the DNS settings in your router.
Set your primary DNS as Google DNS by setting the address of the DNS server to 8.8.8.8 and the address of the alternative DNS server to 8.8.4.4.
If you’re still having connection issues with your Heat Pump Optimizer X, our technical support team would be happy to help you. Tap the round orange icon in the bottom right-hand corner to open a chat.