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

If your relay (boiler, circulator or fan heater) shows the red hourglass icon (communication timeout), it means it has not communicated with your Snugr installation for too long.

Note: these relays normally send a communication signal every 3 minutes.

Before you start: the signal level shown in the interface is the signal measured during the last successful communication. It may not reflect the current signal.

1) Check the signal level

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

If the signal is too low

• Radio range is likely the issue (distance, walls, metal, technical cabinets, etc.).

• A range extension solution may be required (repeater / access point depending on the setup).
  Contact your reseller for available options.

2) Check that the relay is correctly paired with your installation

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

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

2. Open Settings → Devices.

3. Check that 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) linked to your installation.
  Restart the pairing procedure via the installation wizard.

3) If the signal is good and the device appears correctly

• Wait a few minutes and check whether Last communication updates (reminder: every 3 minutes).

If the time still does not update
The issue may come from power supply, the radio environment, or a hardware fault. Contact support or your reseller and provide:

• the displayed signal level,

• the last communication time,

• and whether the device appears in Settings → Devices.