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Wency Pan


Answers

I have a lot of problems after the app is upgraded

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Wency Pan
Updated at 2021-12-10 08:50:07 UTC

Hi Nguyễn, 


We have the beta version of v3.0.1 on Google play which should fix this issue. Could you please let your customer join the tester program and try it to see if it works? 


Thanks, 

Netro Support








Where did the start button go?

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Wency Pan
Updated at 2021-12-06 07:10:20 UTC
Hi Lawrence,

The manul run button is in the home page, below the Netro logo, there is task bar "online", "enabled", "manual run", "rain delay". We have updated the manual run feature and watering a zone by sequence is not supported now.

Thanks,
Netro Support

Yellow Triangle on every other run

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Wency Pan
Updated at 2021-12-03 05:48:53 UTC

Dear customer,


When the device finishes running a watering schedule, it will send a confirmation to the cloud server. In this way, the could server knows whether the schedules are correctly executed or not.


The exclamation mark means the cloud server did not receive the confirmation from the device. There are two possible causes:

1. the device is not powered up when it was supposed to be powered up to run that schedule. Therefore, the corresponding zone is not watered (what is why we use the exclamation to alert users)

2. the schedule run fine but it was during a temporary network outage or exception so that the confirmation cannot be delivered to the server. Wireless connection can be unstable for a short peroid time so it is not uncommon to have a glitch in the communication.

If the schedules afterwards are all correctly run and confirmed, it could just be a temporary network issues. But if that happens a lot please check the WiFi signal strength. If you use a WiFi extender, please make sure it is connected to the main router stably.


Thanks,

Netro Support


I have problem with netro pixie

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Wency Pan
Updated at 2021-12-02 02:50:50 UTC

Hi Nguyễn,

 

When you start manual watering, did you received a notification "Starts in -- mins"? It is possible that you Pixie timer is in sleep mode. 

 

By default, your Pixie turns on its WiFi module once every hour to sync up with the server. The sync-up usually takes less than one minute. For the next 59 minutes the timer will be sleeping and disconnected from the WiFi until the next sync. When the timer is sleeping, it is unaware of the schedule changes, including the manual watering.


Therefore, when you start a manual run, the timer is most likely in sleep mode and the status is "pending."  It will have to wait until the next sync-up to start the watering. 

 

Thanks,

Netro Support

I can not see the correct currency. Instead of Euro I see dollars.

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Wency Pan
Updated at 2021-12-02 02:46:56 UTC

Hi Vieri,


We will add Euro as currency unit in the future version of the app.


Thanks,

Netro Support

Whisperers solar panel peeling off

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Wency Pan
Updated at 2021-11-24 05:09:04 UTC

Hi Roger,

 If you press the power button on the back, does the light turn on?


Thanks,

Netro Support

Whisperer failed?

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Wency Pan
Updated at 2021-11-16 03:19:20 UTC

Hi Marlpit,


 Could you please place the sensor under the sunlight for 2-3 days to charge it up? If the weather not good, it may take longer time. Also, Do you have an incandescent lamp at home? If so, you can try to put the sensor under the incandescent lamp for 24-48 hours and it may come back to work.


Thanks,
Netro Support 

Rony

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Wency Pan
Updated at 2021-11-15 01:59:39 UTC

Hi Rony,


We are available M-F from 1pm to 5pm PST at 866-313-8058.


Thanks,

Netro Support


Repeated watering a few minutes apart

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Wency Pan
Updated at 2021-11-15 01:59:01 UTC

Dear customer,


Some zones are watered multiple times a day, you probably selected clay, clay loam or loam as the soil type which accepts water slowly, often as little as 1/4 inch per hour and that is why we break the watering into many pieces to avoid water runoff.


Thanks,

Netro Support

Blowout in the rain

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Wency Pan
Updated at 2021-11-15 01:53:35 UTC

Hi Lugo,


Please check the wires. Are they loose or disconnected from the slots? Please also check the common wires and the master valve if you have one. If you believe the wires are correctly installed,  please check if there is a main valve/faucet that is turned off manually. 


To test if the controller is working properly, use a multimeter (AC voltage mode) to test the voltage between the common wire and the zone wire when the zone is active. Normally the voltage should be between 24V and 28V.

You might also want to check whether there are shorted zones or open zones. You just need to use a multimeter to measure the resistance between the common wire and each zone (remove the wires from the slots before testing the resistance). The normal reading would be 20-60 Ohms. If the reading is less than 10 Ohms then you might have a shorted circuit in the solenoid and if it is larger than 80 Ohms you might have an open circuit. 


Thanks,

Netro Support

Erros

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Wency Pan
Updated at 2021-11-11 06:17:43 UTC

Hi Nabil,


Could you please specify when this error code happened?


Thanks,

Netro Support

Forecast not updating

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Wency Pan
Updated at 2021-11-08 07:59:50 UTC

Hi Jacques, 

Does this problem still exist? I will have our R&D look into this issue.

Thanks,

Netro Support


How to do a manual zone start

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Wency Pan
Updated at 2021-11-08 07:55:46 UTC
Dear Jim,

The manul run button is in the home page, below the Netro logo, there is task bar "online", "enabled", "manual run", "rain delay".

Thanks
Regards,
Netro Support

Home page

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Wency Pan
Updated at 2021-11-05 01:19:47 UTC

Hi Jean,


Could you please take a screenshot and send it to support@netrohome.com?


Thanks,

Netro Support

Multiple zones at once?

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Wency Pan
Updated at 2021-11-05 01:07:42 UTC

Hi Lance,


Currently Netro can only run one zone at a time, so different zones for the same time cannot be created. This limitation is due to the fact that the power adaptor can only provide 600mA max current which is only enough for running one valve (when master valve is used). In the future, we will enable turning on 2 zones at the same time for Netro Spark controller. It takes some time and the time is uncertain.


Thanks,

Netro Support

New App Version - How to Manual Run?

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Wency Pan
Updated at 2021-11-03 05:07:15 UTC
Dear Greg,

The manul run button is in the home page, below the Netro logo, there is task bar "online", "enabled", "manual run", "rain delay".

Thanks
Regards,
Netro Support

Battery Dead

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Wency Pan
Updated at 2021-11-02 02:13:13 UTC

Hi Alan,


Please try place your sensor under direct sunlight for about 3-5 days, then press the power button again to see if it works.

If you have incandescent light bulb (not LED) at home,  you can place your sensor under the light bulb for about 2 days and check if it works. 


Thanks,

Wency

Manual watering reset after app restart

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Wency Pan
Updated at 2021-10-25 07:34:01 UTC

Hi Szabi,


The system remembers the last duration of the instant manual run and displays that on the home page. So the 5 min watering will not be saved after restarting the app. 


We will soon release the new version of the app and in this new version, the default watering duration is 00:00.


Thanks,

Netro Support

How to connect to Google?

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Wency Pan
Updated at 2021-10-21 07:51:14 UTC

Hi Sheryl,


We are experiencing technical issues with Google Home/Assistant and iOS notifications due to a recent server update. Currently these services are unavailable. All other features in the Netro app and website are working normally.


Our R&D team is working on the solutions with priority and hopefully they will back online in a few days. We apologize for the inconvenience.

Thanks,
Netro Inc

Selling the House -- Transfer account

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Wency Pan
Updated at 2021-10-19 07:41:28 UTC

Hi Michael,


If you want transfer your previous setting to the new home owner's account, please send us email to support@netrohome.com with your Netro account registered email, and tell us the new home owner's Netro account name (let the new home owner register a new account).  We can help to do the transfer.


Thanks,

Netro Support