Wiser Smart Home

Frequently Asked Questions

Account and Home Management

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What is the default wireless password for Wiser Home Control

The default wireless password is "WiserHomeControl"

It should be noted this is only applicable on the original Wiser versions 1 and 1.5. (v1 Cat # 5200PG) (v1.5 Cat # WHC_5918A)

Note: This is not applicable to the Wiser 2 model as it does not act as a WIFI Access Point or Router (Cat # 5200WHC2)

What is the Difference between a Common member, an Administrator and the Home owner in the Wiser by SE App?

The Home owner has access to all functions.

Administrator has access to all functions except the ability to transfer the home owner rights, delete the home and granting administrator rights to other members.

A common member only has access to operate devices, receive notifications (alarm, moment/automation trigger, device added/removed and invite) from a home, configure device settings and schedules.


See Table Below:

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What do I do if I have forgotten my login password for the Wiser by SE App?

At the Login page tap on Forgot Password. Input your account name (phone number or email address) and tap Next. When you receive the verification code, input the code and then follow the prompts to input/set your new password. Click Confirm to complete the password change.
Login.pngForgot Password.png
 
 

I have made name changes to my Wiser devices in Wiser by SE how can I get these changes to work with Google voice control?

When setting up Google home and voice control make sure that any changes that are made to devices in Wiser by SE in the naming of mechs or adding/removing items are done on the device that the speaker is linked within google home. Making sure to refresh the Google Home App after the changes are made in Wiser by SE.

The changes will not be recognized If they are done on a device that is not the creator of the Home within the Google Home App that is linked with the voice control speaker. This can be solved by having the creator refresh his Google Home.
Note: Only one Wiser by SE account should be linked with Google home per household. This person should then create the home within Google Home and add members to this home. If more than one Wiser by SE account in the same home is linked to Google Home this can create ‘doubles’ of the Wiser devices within the Google Home App.
 

Zigbee Functionality

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Can I change when the LED Indicator is on for my Wiser switch? (Zigbee and Bluetooth)

This can be set in the App. You will need to tap on the device that you wish to change this for and then from the specific device page you can set this to - Always On, Always Off, Consistent with Load (On if the Load is on) or Reverse with Load (On if the Load is off). Reverse with Load is default setting.
Back light LED indicator settings.pngBluetooth LED Indicator.png

How do I swap my Wiser connected switch and dimmer devices from BLE to Zigbee?

To swap from Bluetooth to Zigbee you will need to short press the mechanism 12 times - and allow time for the device to swap modes, this will take roughly 40 seconds. Initially when swapped to Zigbee mode the LED indicator on the mechanism will flash amber indicating it is in pairing mode. If not paired to after roughly 50 seconds this will become solid amber. This amber indicator will remain on until paired with a Hub, the mechanism will function as normal while this indicator is on.

NOTE: Before swapping from Bluetooth/BLE to Zigbee it is strongly recommended that a factory reset be performed on the mechanism before initiating the change.
 

What is the difference between Wiser Zigbee and Bluetooth device?

Wiser Zigbee devices communicate with a Hub which communicates with your phone or device via the cloud. This allows for quick connections to multiple devices for control. Zigbee is a mesh system whereby all mains powered Zigbee devices will act as signal repeaters to extend wireless coverage. Bluetooth is a point to point connection where your phone connects to the device directly.
 

I want to put in two-way switching but can’t run the cables between the mechanisms. Can I achieve wireless two-way switching with Wiser Zigbee?

This can be done with our 2AX, 10AX or Micro Module Switch along with the Hub. At one end you will need an Active, Neutral and Load wiring. At the other end you will need Active and Neutral only. You can then create Automations to achieve the 2-way.
You need to create four automations for a 2-way:
 
  1. when mech A is on turn mech B on
  2. when mech A is off turn mech B off
  3. when mech B is on turn mech A on
  4.  when mech B is off turn mech A off

This can be expanded to 3-way, 4-way etc but will require more Automations be created.
 

Bluetooth (BLE) Functionality

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What is the difference between Wiser Zigbee and Bluetooth device?

Wiser Zigbee devices communicate with a Hub which communicates with your phone or device via the cloud. This allows for quick connections to multiple devices for control. Zigbee is a mesh system whereby all mains powered Zigbee devices will act as signal repeaters to extend wireless coverage. Bluetooth is a point to point connection where your phone connects to the device directly.
 

General/Troubleshooting

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What Electrician training is available for Wiser?

Wiser training specifically for electricians is online and hosted in Schneider Electric’s Partner Portal (Seamless).
The following link will guide you to information and further links to access the training.
https://www.clipsal.com/wiser/approved-installer

 

How to reset wiser2 back to factory default?

There are several reasons why you may wish to restart or reset the Wiser 2. If the unit is not communicating properly, a restart (turning power on and off)might be all that is required but for a full factory reset.

NOTE: Performing a Factory "Full" Reset will wipe any programming of the unit and reset the ip addressing to DHCP and the username and password to default - "default"
 

If a Factory Reset is required follow these steps:
(1) Power OFF the Wiser 2
(2) Press and hold
the reset button
(3) While the button is pressed, apply power to Wiser 2
(4) After the
required time, release the button and allow the Wiser 2 to reboot.

In the Wiser by SE App what are Moments and Automations, how are they triggered and how are they different?

Moments and Automations a series of actions that need to be triggered. These can be created via the Automations and Moments tab in Wiser by SE and are only compatible with Zigbee connected devices.

An Automation is a series of actions that will be triggered when the pre-set condition(s) is/are true. For example - If Motion Sensor changes state to occupied turn on Iconic Wiser Dimmer 1.
An Automation can be set to operate during different time periods of All day, Daytime, Night or Custom.
As an example, if you define an Automation where a nightlight automatically switches on when the motion sensor detects motion, you can tap Effective Period in the Automation editor and select Night. In this case, the nightlight will not respond to the motion sensor during the day.

A moment can be a single action or multiple actions which can be triggered via the App by tapping the moment on your home page or in the Moment and Automations tab or via voice commands or even be triggered by other devices as part of an Automation Action.

Note: An Automation takes precedence over a Moment. For example, if a Moment is triggered and any of the lights in that moment is involved in an Automation and that Automation is triggered on or off those lights will comply with the Automations specified action.
Automation home.pngMoment Home.png

How can I check if I have the latest firmware for my Wiser device, update my firmware and what happens if my phone disconnects from the Wiser device in the middle of firmware upgrade?

To check the firmware of a device in Wiser by SE, click on the device you want to check, click on the top right-hand pencil icon, click on Check for firmware update. If a firmware update is available, it will prompt if you want to update immediately.

Note: It is recommended to switch on Auto Update. This is only an option for devices in Zigbee mode that are connected to a Hub.

In Bluetooth/BLE and Zigbee if your phone disconnects in the middle of an upgrade the device will retain its current firmware. You will have to reconnect to the device and attempt to update the firmware again.

In Zigbee mode if using Auto Update there is no need for your phone to be connected.
Check device for Firmware Step 1 (Zigbee).jpgCheck device for Firmware Step 2 (Zigbee).jpg
Check device for Firmware Step 3 (Zigbee).jpgCheck device for Firmware Step 4 (Zigbee).png
 

Is there a planned API (Application Programming Interface) for the Wiser Hub to integrate 3rd party systems?

Currently we do not have an open API available.

We are continually striving to provide the best user experience that evolves with end user’s needs. As such we encourage customers to share feedback with us on any system improvements, new products or feature additions. Your feedback/input may then be used towards future development opportunities.

 

Is Wiser compatible with Apple HomeKit? If not will it be in the future?

Wiser is Currently not compatible with Apple Homekit. However Wiser “Moments” or scenes,  can be triggered from Siri commands.​​​​​​

Product Specific

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How do i create a schedule on the Iconic Wiser switch mechanism?

See the below "How to video".


For Further information please visit www.clipsal.com

How do I swap my Wiser connected switch and dimmer devices from BLE to Zigbee?

To swap from Bluetooth to Zigbee you will need to short press the mechanism 12 times - and allow time for the device to swap modes, this will take roughly 40 seconds. Initially when swapped to Zigbee mode the LED indicator on the mechanism will flash amber indicating it is in pairing mode. If not paired to after roughly 50 seconds this will become solid amber. This amber indicator will remain on until paired with a Hub, the mechanism will function as normal while this indicator is on.

NOTE: Before swapping from Bluetooth/BLE to Zigbee it is strongly recommended that a factory reset be performed on the mechanism before initiating the change.
 

Is there a Wiser product/device I can use to control my roller door?

If your roller door can have a wired switch installed to operate it, you can use the Micro Module Switch CLP5011WSZ. It requires an active and neutral to operate but has dry contact that can be used in conjunction with wiring from the roller door. Once installed a 1 second timer will have to be implemented by programming a simple Automation in Wiser by SE to create a ‘pulse’ connection similar to how a bell press or momentary switch would operate.
It also requires that all wiring be 240V cabling, installed with proper electrical workmanship by a licensed electrician. Ensuring all terminations, cables and the CLP5011WSZ are restrained and supported correctly.
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Wiser motion sensor – What is detection delay and how do I program it?

Detection delay can be set to 15, 30, 45 and 60 seconds as a preset option or you can set a custom time value between 1 second and 59 minute 59 seconds.

Be aware that changing the detection delay value can change the battery life of the product.
To explain how this works we will use 5 minutes detection delay as an example. When motion is detected the sensor sends the signal ‘occupied’ to the hub. If no more motion is detected within the 5 minutes the sensor will send the signal ‘unoccupied’. If there was motion detected during the 5 minutes the 5 minutes will restart again. This will continue restarting until no motion is detected.

To configure the Wiser Motion sensor to control another Wiser product you will need to go into your Automations and create two Automations. One Automation as an ‘on’ and another as an ‘off’.

The ‘on’ Automation can be created by first selecting to add a new Automation. Once open name the Automation accordingly. Add a condition ‘when device status changes’, select the motion sensor, select motion state and occupied. Then add an action of what you want to occur when the motion sensor detects motion. As an example, if you wanted to turn on a device you would add task of ‘run the device’. This will then bring up the list of devices you have to choose from to operate and once you select a device you can then select to turn it on or off.

The ‘off’ Automation is the same as the ‘on’ Automation but select the motion sensor state of ‘unoccupied’ as the condition.
Motion Sensor - Auto.pngMotion Sensor - Auto1.pngMotion Sensor settings.png

What are the differences between the 10AX (41E10PBSWM and 41E10PBSWMZ) and the 2AX (41E2PBSWM and 41E2PBSWMZ) Wiser switches?

10AX has the ability to include multiway switching with control links where the 2AX does not.
As per images below there is a size difference between the two mechanisms. This size difference shows that with the 10AX you are limited to the plates you can fit these to being 1 – 3 gang (or added to the centre of a 5-gang plate). The 10AX switch will fit into deep wall boxes and cavity walls.
The 2AX does not have this limitation and can fit 1 – 6 gang plates. It is also not as deep as the 10AX and can fit into most standard wall boxes. The 10AX switch will fit into deep wall boxes and cavity walls.
2AX in Bluetooth is unable to have schedules set and the 10AX in Bluetooth can.
As per the load tables the 10AX can handle larger loads when compared to the 2AX.
 
10AX
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2AX
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I am not able to operate my Smart Plug on Wiser 1 EER models

Issue:
Customer can not operate the Wiser switch devices on the Wiser web portal.  This problem can apply to any of the 3 switch devices: smart plug, load control relay, large load controller.  

Product Line:
Wiser Home Management System (version 1 USA model only)
Smart Plugs:  EER41200, EER40200
Load Control Relay:  EER42300,  EER42200
Large Load Relay:  EER260LLCR

Environment:
https://www.wiserenergy.com

Cause:
First, all Wiser devices that measure energy must be added to the home's Wiser network.  Next, the home owner must subscribe to either the Smart Energy Plus or Smart Energy Premium Service Plans.    Switch Device control is not included in the Smart Energy Basic Plan.  Finally, these switch devices which also measure the load attached to them must be must be configured as sub-meters of the main meter.

Resolution:
1.  Confirm that the device has been added to your Wiser network.  On wiserenergy.com, go to the Settings tab.  Click on Device list and located the device of question.  If it is not in the Device List, then add the device.  
2.  Confirm that your account is Smart Energy Plus or Premium level.   There is no way at this time (January 2014) to check this on wiserenergy.com.   Wiser Technical support can check the customer service plan level.  If the user's needs to update his service plan, then Wiser Technical Support must delete the User's Account.  The User must then re-register his Gateway and recreate the home Wiser network.
3.  Finally, configure the switch device to be a sub-meter of the main meter.  This task can be accomplished in 2 different ways.   On the wiserenergy.com Settings Tab, Device List, after a switch device or second power monitor is added to the Wiser Network, then a link for Advanced Meter Settings should appear in the lower right corner of the page.    Use the Advance Meter Settings to set the main meter as the upstream or parent meter of the switch device.   The other way to do this same task is on the Energy Screen, under Settings & Bill Information, there will be a Manage Energy Device section.   Use that section to program the switch device as a submeter of the main device.  

More information about how to use the Wiser Home Management System may be found in a series of video tutorials published on sub meter.  Link to the the entire playlist of tutorials here.    Video #2, Adding and Controlleing Devices most closely pertains to this topic.   Click here to go to Video #2.

 

What Wiser device should be used to control and monitor a water heater?

Issue:
Help with product selection for a Wiser device to control a water heater

Product Line:
Wiser Home Management System (EER series USA model only)

Environment:
a residential home or small commerical facility

Cause:
Product selection question

Resolution:
Depending on the situation, water heater contol could be done with one of 4 Devices:  Large Load Controller (EER260LLCR),  30 Amp Load Control Relay (EER42200), 5 Amp Load Control Relay (EER42300), or 15 Amp Smart Plug (EER40200 or EER41200)
 
For a water heater with a gas burner heating element, the electrical controls circuit will not draw much power.  It the control circuit is shut off, then the water heater will be shut down.  A 5 Amp Load Control Relay could be used.   If the controls connect directly into a 120V wall receptacle via a standard plug, the Wiser Smart Plug would be a good option.  

For a 120 volt electric heater, the Wiser 30 Amp Load Control Relay would be the best option.  

For a 240 volt electric water heater, the Wiser Large Load Controller is the recommended device.   The Large Load Controller is the only Wiser deviced capable of switching a 240V ciruit.   2 pole breakers are available for the large load controller in 20,30,40,50, and 60 amps.  If power monitoring is desired with the Large Load Controller, then the Current Transformers (EER260LLCCT1, EER260LLCCT2) will have to be ordered seperately.