I would like help with:
(click on the set of controls to proceed)
Herschel XLS Controls
Herschel XLS Controls schematic
Herschel iQ Controls
Herschel iQ Controls Schematic
Herschel Controls Helper
Navigation
Herschel Infrared Technology Centre
The training site for Herschel Far Infrared dealers and installers
I am having trouble pairing the Smartlife App with the controller
The root cause of App pairing problems lies in the phone and the thermostat failing to connect successfully to the same 2.4GHz local wifi network.
The ideal pairing location would have just a single 2.4GHz wifi network with no network extenders or other available connections. However, many homes and offices have multiple available networks, hotspots and network extenders offering 2.4 & 5GHz connections; not to mention “Wifi Assist” on your mobile trying to switch you over to 4G; strong signals from neighbours houses etc. So very often it is possible your phone may be on one network (which may not even be your home network), whilst the Thermostat itself initially has no idea which network to connect-to out of the many choices it may be offered.
So we need to get the Mobile App and Thermostat on the same 2.4Ghz network in order to pair. Don’t worry! We’ll show you how to sort it out.
1. If you are getting a message “Device Not Found” after attempting pairing, perform this step first, otherwise proceed with the next steps.
Read MoreIf you are getting this message and only have a single network then ensure the controller is as close as possible to the router during pairing. If you have a T-MT, you can temporarily position it near the router using a phone charger with micro USB to provide power. If you have a T-PL, just plug it in to a socket close to the router. Then attempt to pair using the procedures in the installation manual. Once you have paired successfully, move the controller to its intended location. Please note though, like any wifi device, if the thermostat is outside of network range of your router, you will not be able to manage it via the app. You cannot manage a wireless thermostat on a network extender (where attached devices are just “guests”. The thermostat and app both need to be paired and operated on the main network.
2. For all other failure messages found during pairing, please perform the following steps.
– If you have an Apple IoS phone with “Wifi Assist”, please disable it before proceeding. (You can re-enable it after pairing is complete). This will keep you on your home wifi networks.
– If your router is “Dual Band”, i.e. it offers both 2.4GHz and 5GHz signals, check and amend the following:
Either
– In the connection settings on your phone, your router may publish two SSIDs: one marked including the numbers 24; one marked including the number 5. Please be sure to connect to the option with the numbers 24.
Or
– Your router settings (usually available by typing 192.168.1.1 into a web browser address bar and then entering the router username and password at the router logon screen) may offer the option to temporarily switch off 5GHz. You can re-enable it after pairing.
Or
– If your dual-band router only publishes a single SSID, then move the phone as far away as possible from the router whilst still showing a Wifi connection on your phone. Because 2.4GHz is a stronger signal than 5GHz, moving the phone away from the router should force the router to offer you the 2.4GHz connection.
Try pairing again using the procedure in the manual.
If this still does not work, then you should try the Alternative Pairing “AP Mode” offered by the Smartlife app. This mode forces both your phone and Thermostat to be on the same network and should be used in situations where many signals may be available (or if you are moving the controls from one network to another).
– Click the + sign in the SmartLife Home screen to add a new device.
– Select “Small Home Appliances” and then “Thermostat” as you did before.
– Select “Other Mode” in the top right of the screen and select “AP Mode”.
– Disconnect your thermostat from the power for 10 seconds then reconnect it.
– With the Thermostat off and showing “OF” on the screen, long-press the “P” button (T-PL) until the letter “P” flashes on the screen or if you have a T-MT press the “PRG” button until the Wifi Symbol flashes slowly. (Long Press PRG a couple of times to satisfy yourself which is a quick flash and which is a slow flash. You want the slow flash).
– Confirm to the App that the device is reset. Then choose the network and password for your home router and click “Confirm”. When you do this, Smartlife will switch to your Phone’s network connections and show “SMARTLIFE” as an available connection. Select this option and connect to it. What this step does is to connect the phone direct to your thermostat and pass the network login details direct to the thermostat. This allows your thermostat to get onto the correct network. Once connected, use the back keys to get back to the Smartlife App. The App will then disconnect from the thermostat and reconnect to your home network where it will re-commence a discovery where it will now find the thermostat as it is now definitely connected to your home network.
– Your thermostat should now appear in the Home screen of your app.
If you do not succeed with the above, please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble pairing my iQ App with my iQ Hub
Please perform each step in turn. If you get unexpected results from those documented here, please close this popup and use the form on the page to contact Herschel and tell your support contact that this is the step you reached and what happened.
General Note:
If you do experience issues with your iQ App or Hub, please do not delete the App or Factory reset the hub. You should never need to delete the app and you would only need to factory reset the hub on very rare occasions when you are wanting to redeploy it for an entirely different location / set of controllers from those you are presently using.
Please check through the following scenarios to identify and fix your issue pairing your iQ App with your hub. In all cases we presume you have successfully plugged the hub into your router with an ethernet cable and powered it up using a suitable power supply and micro USB.
I have placed the App into Pairing Mode, and Choose “Air Start”. However there is no SSID. When I try to type in a password it says “Please connect with 2.4G Wifi First”.
You are getting this message because your phone is not connected to a 2.4GHz wifi network. Many modern routers are now “Dual Band” and offer 5GHz and 2.4GHz networks and you must attach to the 2.4GHz network to pair.
To attach to a 2.4Ghz network, please Read More
1. If you have an Apple IoS phone with “Wifi Assist”, please disable it before proceeding. (You can re-enable it after pairing is complete).
2. Be sure that your mobile phone and the Hub are connected to the same network in order to pair. Then check the following:
– In the connection settings on your phone, your router may publish two SSIDs: one marked including the numbers 24; one marked including the number 5. Please be sure to connect to the option with the numbers 24.
– Your router settings (usually available by typing 192.168.1.1 into a web browser address bar and then entering the router username and password at the router logon screen) may offer the option to temporarily switch off 5GHz. You can re-enable it after pairing.
– If your dual-band router only publishes a single SSID, then move the phone as far away as possible from the router whilst still showing a Wifi connection on your phone. Because 2.4GHz is a stronger signal than 5GHz, moving the phone away from the router should force the router to offer you the 2.4GHz connection.
When I try to pair, the Hub Discovery process hangs at 30%
If the discovery of the hub hangs at 30% (see picture) this is because you haven’t placed the hub itself into pairing mode (or too much time has elapsed since you did so and the hub is no longer in pairing mode).
To place the hub into pairing mode please use the pin provided with the hub (or a paperclip) into “Button 2” of the hub (see instructions) and click twice.
Successfully Paired
If you have successfully paired the hub, you will see the following screen on your iQ App.
Hub Offline
If Your hub displays “Offline” in your iQ App after previously successfully pairing then please check the following:
– The hub has not been moved to a new router or sub-network of the original network. The hub must remain on the original network to which it was paired in order to function.
– The router is running and is connected to the internet.
– The Router port is enabled (not damaged / dirty) and the ethernet cable is in good condition.
– (Company networks) Port 2026 has been disabled to TCP/IP traffic.
If none of the above steps allows you to pair your iQ App with the Hub, please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble setting up my MD1
Two Handy Tips
1. The hard copy instructions received in the box contain an error with respect to the order of Live / Neutral on terminals 3 & 4 which is described the wrong way round to the way it is marked on the unit.
This has been corrected on online versions of the instructions and in all cases the label on the back of the unit itself (see picture) is correct and should be followed.
2. When setting up the schedule on the MD01, please ensure the final schedule time is not entered as 00:00 (midnight), since this is the first minute of the next day and will make the schedule inoperable. A value of 23:59 would be acceptable. (Please note if using the iQ App, the App will prevent you entering 00:00 as the final schedule time in a given day).
If you do experience other problems, please close this popup and use the form to contact us. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
My WH1 is losing time
After 18 months or so of use the inbuilt Lithium battery that keeps the time settings (in the event of power failure) runs flat and needs replacing.
Replace it using a CR1220 battery.
To replace the battery, ensure the WH1 is disconnected from the mains to avoid the possibility of shock.
Gently open the WH1 cover using a screw driver in the slots on the lower edge of the WH1.
Replace the existing battery being sure to respect polarity (‘+’ face is visible when inserted).
Close the WH1 and re-connect the mains supply.
Should you have any other issues, please close this pop-up and use the contact form on the page to send us a message. Please be sure to send as much detail as possible together with screen shots if necessary.
I am having trouble managing the R1 from the WH1
We are not aware of any technical issues preventing the WH1 managing the R1s if the User manual has been followed.
However here are some helpful tips if you are experiencing difficulty setting up and running the heating system with WH1.
“I can pair the R1s, but cannot program them or set them in WH1”
If this is the case it is possible you have a mis-match between the versions of WH1 and R1. It is extremely rare, but is possible. To check if this is the case:
– Look on the rear of the R1 (you will have to un-install it to do so) and on the product label note whether it says “Gen 3” (or not) on the model number.
If the R1 says “Gen 3” on the label, you have a mis-match of versions and should contact Herschel immediately to resolve the issue.
“I am changing the schedule but the WH1 does not show the changes”
Please be aware that changes to the WH1 schedule will come into effect the next time the schedule is met (whether that is the next period, the next day or the next week). The WH1 does not update settings in real time, so (for example) if you are changing the current schedule temperature for Mondays at 14:00 from 18C to 21C, then WH1 will only effect that change next Monday at 14:00. The only way around this is to switch WH1 off and back on again.
I am having trouble pairing the R1 with the WH1
We are not presently aware of any issues related with pairing the R1 and WH1 if the procedures in the user manual have been followed.
However if you are experiencing a problem, please close this pop-up and contact us using the form on the page, with a description of what you are seeing and screenshots if possible.
I am having trouble running my T1 with the iQ App
We are not presently aware of any issues with pairing the T1 with the iQ App if the instructions have been followed correctly.
However here are a couple of tips that may help you if they apply.
T1 and App Performance
In general performance terms, remember that RF communication is message-based (each command has to be executed in turn and response time can take several minutes) and the T1 unit is battery (not mains) operated and is talking to two different devices. This does have a performance impact which is insignificant in terms of normal operation of the system, but can be frustrating if you are expecting to see instantaneous results when setting the system up. It is quite easy to end up chasing your own tail when inputting commands as you are unlikely to see an instant reflection on the app. You must give the system time to update itself after you have input your commands and come back later and refresh the app to judge their effect (pull down and release the Home Screen).
The Time on the T1 keeps changing to a different time.
The iQ Hub sets the time for the slave devices attached to it. However, it does not detect Spring and Autumn clock changes. To fix this there is a time synch function in the App which synchs the hub with the time on your mobile.
To select the Time Synch function, long-press the Hub in your app and select Time Sync from the menu and then confirm you want to do so, when asked.
We are not presently aware of any other issues when managing your T1 via the iQ App.
If you are experiencing a problem that is preventing you from effectively managing the T1 from the iQ App, then please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble powering-up the R1
“My R1 does not come on (no LEDs) when I press the power button”
Please ensure the wiring inside the R1 is the correct way around. Power in from the Mains should be clamped into the “AC In” terminals at the top and power to the panels should be clamped into the terminals on the right hand side labelled “AC OUT”.
You can test the R1 basically works to switch the heater on and off as follows:
– Turn the R1 on (button bottom left)
– Push the Boost button once. The top right “Heating On” LED will turn on RED and the heater will start to warm up. To cancel the Boost function double-click the Boost button and the Heating on LED will turn off.
If you don’t manage this step successfully or have another issue not documented here, please close this pop-up and use the form on the page to contact Herschel. Please be sure to send a description of what you are seeing and screen-shots are always useful.
I am having trouble powering-up the R1 or pairing it with the T1
“My R1 does not come on (no LEDs) when I press the power button”
Please ensure the wiring inside the R1 is the correct way around. Power in from the Mains should be clamped into the “AC In” terminals at the top and power to the panels should be clamped into the terminals on the right hand side labelled “AC OUT”.
You can test the R1 basically works to switch the heater on and off as follows:
– Turn the R1 on (button bottom left)
– Push the Boost button once. The top right “Heating On” LED will turn on RED and the heater will start to warm up. To cancel the Boost function double-click the Boost button and the Heating on LED will turn off.
“I am having trouble pairing my R1 and T1”.
If you are having trouble pairing the R1 with the T1, please have a look at this short video which should help.
The first press of the MENU button on the T1 is a long press. The second press of MENU is a short tap!
If none of the above steps allows you to power up and pair your R1 with your T1, please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble pairing the MD01 with the iQ Hub
We have not, to date, received any service requests about problems pairing the MD01 with the iQ Hub.
If you do have trouble, please make sure your MD01 is within reasonable range (20m) of the hub first.
If you do experience problems, please close this popup and use the form on the page to contact us. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble managing the MD01 via the iQ App
If all setup and pairing steps have been completed successfully, we are not currently aware of issues managing the MD01 via the iQ App.
Here is one handy tip you can look at if it applies to your situation, otherwise if you are still experiencing a problem managing your MD01 from your App, please close this popup and use the form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
The Time on the MD01 keeps changing to a different time.
The iQ Hub sets the time for the slave devices attached to it. However, it does not detect Spring and Autumn clock changes. To fix this there is a time synch function in the App which synchs the hub with the time on your mobile.
To select the Time Synch function, long-press the Hub in your app and select Time Sync from the menu and then confirm you want to do so, when asked.
We are not presently aware of any other issues when managing your MD01 via the iQ App.
However, if you discover one, please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am unable to manage my R1 from my T1
You have wired your R1 successfully and also paired it with the T1.
However you cannot now manage the R1 from the T1.
If this is the case it is possible you have a mis-match between the versions of T1 and R1. To check if this is the case:
– Look on the rear of the T1 and on the product label note whether it says “Gen 3” (or not) on the model number.
– Look on the rear of the R1 (you will have to un-install it to do so) and on the product label note whether it says “Gen 3” (or not) on the model number.
Both units should either say “Gen 3” or not at all. If one unit says “Gen 3” and the other does not, you have a mis-match of versions and should contact Herschel immediately to resolve the issue.
If you are wanting to manage your T1 via the iQ App, it has to be Gen 3. If you just want to run the system without the App, it does not need to be Gen 3.
This is the only issue we are aware of preventing normal operation of the R1 from the T1. However, if you discover another one, please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble pairing my T1 to the iQ App
We are not presently aware of any issues with pairing the T1 with the iQ App if the instructions have been followed correctly. (Remember when placing T1 into pairing mode, the T1 must be switched OFF. The first MENU press is long, then once the code appears on the screen, the second MENU press is a quick tap.
If you are continuing to have difficulty pairing the T1 with the iQ App and the T1 is not appearing in the App HOME screen, then please close this popup and use the contact form on the page to contact Herschel for help. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble managing the system from the Smartlife App
If you have successfully worked-through the previous two steps you should have no trouble managing your heating system from the Smartlife App.
If you do experience problems, please close this popup and use the form on the page to contact us. Please be sure to tell us exactly what is not working and if possible send us any error message or screen shot.
I am having trouble pairing the panel with the T-MT / T-BT controller
Please perform each step in turn. If you get unexpected results from those documented here, please close this popup and use the form on the page to contact Herschel and tell your support contact that this is the step you reached and what happened.
1. The Power Switch (‘4’ in the picture) is switched ON. The ‘I’ on the rocker switch is pressed in.
2. I have double-pressed the pairing button (‘3’ in the picture – the Black button with Herschel Logo) on the Smart-R receiver on the back of the panel.
3. The Green LED on the SMART-R receiver (‘1’ in the picture) is now flashing.
4. I have turned the T-MT / T-BT Off using the button on the front of the controller (‘8’ in picture) and “OF” is now shown on the display.
5. I have long-pressed the “SET” button on the front of the controller (‘9’ in picture) and “PAIR” is flashing on the display.
Results
It didn’t pair: The Green LED Remains flashing / and / or the word “PAIR” remains flashing on the controller.
6. Ensure the panel and controller are close to each other (if you need to temporarily move the T-MT closer to the panel, you can temporarily power it using a phone charger with Micro USB). Be sure that no one is also pairing controllers in another room. Repeat steps 1 – 5 again. If you still have no luck please contact Herschel. If you succeed then please proceed to the next step below.
It did pair: The Green Flashing LED on the Smart-R and the word “PAIR” have both disappeared. The Green LED is now a solid Green.
7. Ensure the pairing works correctly. With the controller turned ON, please note the room temperature it is showing (e.g. 18°C). Use the + key on the keypad to increase the set-temperature to a figure above room temperature (e.g. press + until you get to 22°C). The Heating “ON” symbol should appear on the controller and the RED LED on the SMART-R receiver will be lit. (You may also hear a small ‘click’ if you are close to the heater as it turns on).
8. If this is successful, turn the heating off by pressing the – button on the controller until a figure below room temperature is set (e.g. 17°C in our example above). The Heating “ON” symbol will disappear on the controller and the RED LED on the SMART-R controller will also switch off. (You may also hear a small ‘click’ if you are close to the heater as it turns off).
Two Handy Tips:
A) Pairing the T-MT / T-BT requires the unit to be switched OFF and pressing the SET button. If you press the SET button when the unit is ON, then you will enter the Time and Temperature Calibration setting. Inadvertently changing Time and Calibration if you do not mean to, can cause confusion later on if the heating is not coming on at the time you expect or at the comfort level you expect. So it is always worth checking this (details are in the instructions) before contacting Herschel.
B) Be sure only to apply the keypad lock (if you want it) after you have set all the settings you want to via the keypad.
If you do not succeed with the above, please contact Herschel for help using the contact form provided and do not proceed with additional diagnosis into Pairing with the App etc.
I am having trouble pairing the panel with the T-PL controller
Please perform each step in turn. If you get unexpected results from those documented here, please close this popup and use the form on the page to contact Herschel and tell your support contact that this is the step you reached and what happened.
1. The Power Switch (‘4’ in the picture) is switched ON. The ‘I’ on the rocker switch is pressed in.
2. I have double-pressed the pairing button (‘3’ in the picture – the Black button with Herschel Logo) on the Smart-R receiver on the back of the panel.
3. The Green LED on the SMART-R receiver (‘1’ in the picture) is now flashing.
4. I have turned the T-PL Off using the ON/OFF button (‘1’ in the picture) on the front of the controller and “OF” is now shown on the display.
5. I have long-pressed the “P” button on the front of the controller (‘2’ in the picture) and the letter “P” is flashing on the display.
Results
It didn’t pair: The Green LED Remains flashing / and / or the letter “P” remains flashing on the controller.
6. Ensure the panel and controller are close to each other (plug the T-PL into a socket closer to the panel if you need to). Be sure that no one is also pairing controllers in another room. Repeat steps 1 – 5 again. If pairing is still not successful, then please contact Herschel. If you succeed please proceed to the next step below.
It did pair: The Green Flashing LED on the Smart-R and the letter “P” have both disappeared. The Green LED is now a solid Green.
7. Ensure the pairing works correctly. With the controller turned ON, please note the room temperature it is showing (e.g. 18°C). Use the + key on the keypad to increase the set-temperature to a figure above room temperature (e.g. press + until you get to 22°C). The Heating “ON” symbol should appear on the controller and the RED LED on the SMART-R receiver will be lit. (You may also hear a small ‘click’ if you are close to the heater as it turns on).
8. If this is successful, turn the heating off by pressing the – button on the controller until a figure below room temperature is set (e.g. 17°C in our example above). The Heating “ON” symbol will disappear on the controller and the RED LED on the SMART-R controller will also switch off. (You may also hear a small ‘click’ if you are close to the heater as it turns off).
A Handy Tip:
A) Pairing the T-PL requires the unit to be switched OFF and pressing the P button. If you press the P button when the unit is ON, then you will enter the Temperature Calibration setting. Inadvertently changing Temperature Calibration if you do not mean to, can cause confusion if the heating is not coming on at the comfort level you expect. So it is always worth checking this (details are in the instructions) before contacting Herschel.
If you do not succeed with the above, please contact Herschel for help and do not proceed with additional diagnosis into Pairing with the App etc.
Zone Heating Calculator v3
An Introduction to Herschel Far Infrared
The Fundamentals of Heat Transfer
Infrared in Process Heat Applications
Matching the Infrared Element to the Application
Control of Infrared
How to Calculate an Infrared Installation
How to Install Herschel Infrared
Thermostat Configurations
Accreditation Test
Zone Heating Calculator v2
Corrected Still Air calculation
Altered airflows to 0.25; 0.5; 0.75 and 1 m/s respectively (from 0.27; 0.5; 0.83 and 1m/s)
Added Airflows for 1.5; 2.0; 2.5; 3.0 and 4.0 m/s. (now gives up to 14.4km/h should be enough!)
Gave “Operative Temp no heat applied” field one decimal place for accuracy.
Bug fix in Velocity x AirTemp calculation – caused marginal underspecification at lower airflows.
Added Version number and date.
Operative Temperature Calculator