My valve shows the “red hourglass” icon (communication timeout). What should I do?

The red hourglass icon indicates a communication timeout: the valve has not received messages from the Snugr gateway for too long.

How does communication work?

Valves communicate with the Snugr gateway at regular intervals to:

• receive the temperature setpoint,

• send the measured temperature (except when a temperature sensor is installed in the same room).

Normal communication intervals:

• EasyPelt (batteryless / rechargeable): every 10 minutes

• Battery-powered valves without display: every 10 minutes

• Battery-powered valves with display: every 5 minutes

A communication error occurs when a valve does not receive any message for more than 1 hour.

Troubleshooting steps

1) Check radio signal quality

In the Snugr interface, check the valve signal level (ideally at least 1 bar out of 4).

Important: the displayed signal level is the signal measured during the last successful communication.
If a timeout is shown, it may not reflect the current signal.

If the signal is weak or missing

• If the Snugr gateway was moved, try reorienting it or repositioning it.

• Make sure the antenna on the gateway (and/or repeaters) is:

  • positioned vertically,

  • properly secured: the gold nut at the base should be tightened by hand (do not overtighten) so the antenna stays upright.

Optimize the location of the gateway and/or repeaters

If you move the gateway or a repeater, choose an “ideal” location similar to Wi-Fi devices:

• as close as possible to the devices,

• with as few direct obstacles as possible (load-bearing walls, metal structures, technical cabinets),

• avoid placing it inside a closed cabinet, behind a boiler, or in a heavily obstructed technical room.

If the issue persists, a signal repeater or access point may be required. Contact your reseller for more information.

2) If you use a signal repeater

If the valve communicates through a repeater:

• check that the repeater is still present,

• properly powered,

• and located in the same place as when it was installed.

If needed, try a better location using the recommendations above (open area, fewer obstacles).

3) Check the valve power source (depending on the model)

Battery-powered valves

If your valve uses batteries and the steps above are not enough:

• replace the batteries with 2 × AA 1.5 V non-rechargeable,

• then check whether communication is restored.

Batteryless (rechargeable) valves

If your valve is an EasyPelt batteryless (rechargeable) model:

• recharge the valve (preferably using a wall charger),

• allow enough charging time, then check whether communication resumes at the next communication cycle.

4) Force communication using a calibration (recommended)

To restore communication faster, start a valve calibration procedure.

Reference: How do I start the valve calibration procedure?

Then go to Settings → Devices and check whether the last communication time updates during/after the procedure.