My relay (boiler, pump/circulator or air heater) shows the red hourglass icon (communication timeout): what should I do?

If your relay (boiler, pump/circulator, or air heater) shows the red hourglass icon, it means it hasn’t communicated with your Snugr installation for too long.

Note: these relays normally communicate every 3 minutes.

Before you start: the signal level shown is the signal measured during the last successful communication, not necessarily the current signal.

1) Check the signal level

Go to Settings → Devices and check the signal (ideally at least 1 bar out of 4).

If the signal is too low

• Radio range is likely the cause (distance, walls, metal, technical cabinet, etc.).

• You may need a range extension solution (repeater / access point depending on configuration).
  Contact your reseller for available options.

2) Check the relay is paired to your installation

Even with a good signal, the error can appear if the device is not (or no longer) properly paired.

1. Go to app.snugr.be and sign in.

2. Open Settings → Devices.

3. Check your relay appears in the relevant section (e.g., Relays / Controllers, depending on your interface).

If the device does not appear

• It is likely not (or no longer) paired: run the pairing process again via the installation wizard.

3) If signal is good and the device is listed

• Wait a few minutes and check whether the last communication time updates (normally every 3 minutes).

• If it still does not update, the issue may be power-related, radio-environment related, or a hardware fault. Contact support/your reseller with:

  • the signal level,

  • the last communication time,

  • and whether the device appears in Settings → Devices.