Frequently Asked Question

What should I do if my Snugr box indicates a loss of communication with the servers?
Last Updated 13 days ago

In order to function correctly, your Snugr box must be powered by the socket provided and requires access to an internet connection. The Snugr central unit automatically connects to the Snugr servers once configured.

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If this is not the case, here are the steps to follow to determine where the problem lies:

1. Check the power supply to the box

When the box is properly powered, there are lights (LEDs) inside.

If you do not see any lights on inside the box, it may be that your socket is not supplying power or that the transformer is faulty. To confirm that your socket is working, simply plug in another electrical device such as a lamp or your laptop.

Once you have checked that the socket is working, if no light comes on inside, then either the Snugr box has failed or the transformer has failed.

If you have more than one Snugr box, or a compatible power supply, try connecting your Snugr box to a different transformer to see if it is the box or its power supply that is the problem. In either case, please contact our support team at support@snugr.be and indicate that you have followed these instructions.

2. Check the connection to the Internet

When the box is connected to a network, the LED lights near the network connector (RJ45 network cable that connects the Snugr box to your modem) will flash (orange and green lights). This does not guarantee that your box has access to the Internet, but confirms that it is connected to a local network, via a switch or a modem/router.

To validate that the RJ45 cable connected to your box is providing internet access, please unplug the network cable and plug it into a laptop. Disable your computer's Wi-Fi connection and check that your computer has an internet connection by opening your favourite browser and surfing to several different pages.

If this test fails, the Snugr box is not to blame.

It is most likely that:

  • the network card in your computer is faulty
  • the cable is faulty or not connected properly
  • Internet access is compromised by your modem/router (device filtering, hardware failure or service failure provided by your ISP)

3. Use the Wi-Fi access point of my Snugr Box

Snugr boxes can deploy a Wi-Fi network to control your heating locally.

If this network is active, you can then test that your Snugr box has access to the internet by connecting to it and then browsing the internet via your preferred browser.

For Snugr boxes with a software version higher than 3.000, it is possible to force the deployment of this wifi network locally. Please check this version first by going to https://app.snugr.be, go to Settings and then Central Units (https://app.snugr.be/settings/site-details) and look at the line "Software revision".

Make sure the box has no network access, and restart the box by removing and reinserting the power plug. After a few minutes, a Wi-Fi access point starting with "Snugr:" will appear. Connect to this network (and if you are on a smartphone, switch off the mobile data). You will then be able to access the heater management page by navigating with your favorite browser to the url "192.168.42.1".

Enter the login information as admin. You will then see a yellow band at the top of the interface indicating that Snugr cannot connect to the internet.

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Then plug the RJ45 cable into the Snugr box. If Snugr has external access, it will connect to the servers and this yellow band will disappear.

Note that if the Wi-Fi was turned off (as indicated in the Settings page, CPU), then when the connection is recovered, the Wi-Fi will turn off. If the Wi-Fi was active, it will remain active.

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