Indoor sensor/control box/gateway has no contact

The indoor sensor has no contact

  • Reset the indoor sensor: open the back cover with a flat-head screwdriver and use a paperclip to press the button in the small hole. Leave the batteries connected while doing this.
  • Check whether the batteries are running low. The sensor needs two AAA batteries.
  • Remove the batteries for a short while, then put them back in. Make sure they are seated properly.
  • Is the gateway offline? Restart it by disconnecting its power for 15 seconds.

Ngenic Tune indoor sensor with two AAA batteries and a flat-head screwdriver

The control box has no contact

  • Reset the control box: use a paperclip to press the button in the small hole on one short side of the box, next to the screw. The light should flash blue and then green on the opposite side, through the plastic. If there is no light on the opposite side after resetting, the batteries may be empty.
  • Check the batteries in the control box. It needs two AAA batteries.
  • Check the radio connection: move the gateway or control box slightly and make sure neither is enclosed in metal.
  • If the control box has contact but no outdoor temperature is shown, there may be a loose connection in the Y-cable.
  • Is the gateway offline? Restart it by disconnecting its power for 15 seconds.

Ngenic Tune control box with Y-cable, two AAA batteries and a flat-head screwdriver

The gateway has no contact

  • Check that your internet connection is working.
  • Restart the gateway by disconnecting its power for 15 seconds.
  • Check your router: do other devices work when connected to the same port?
  • Try another LAN port on your router.
  • Try replacing the LAN cable. We recommend a Cat 6 cable.
  • Try updating your router.
  • Check that the gateway is connected to your router rather than, for example, directly to your fibre modem.
  • Check that the firewall allows the gateway’s traffic on ports 123 (NTP), 80 (HTTP) and 443 (HTTPS).
  • Check that your router assigns IP addresses automatically (DHCP).
  • If the gateway does not light up, there may be a problem with the hardware or power adapter. Use only the power adapter supplied with Ngenic Tune or an official replacement adapter.
  • Contact support@ngenic.se with information about your router so we can try to help.

New devices have no contact

  • If the control box or indoor sensor has never been paired with the gateway, check that the gateway is online and in installation mode (green light). This allows it to pair with new devices. Use a paperclip to press the button in the gateway’s small hole to activate installation mode, so that the light turns green. Then try resetting the control box or indoor sensor again. If installation is not complete, resume it in the app or at installation.ngenic.se.

  • To replace an existing control box or indoor sensor with a new one, tap the arrows in the upper-right corner of its menu. In the Ngenic Tune app, go to:

    Settings → Ngenic Tune → Control box/Indoor sensor → ⇄.

    Starting the replacement guide automatically puts the gateway into installation mode (green light).

    Swedish Ngenic Tune app showing the device replacement arrows

    The screenshot shows the Swedish app: Inställningar means Settings, Styrdosa means Control box, and Innegivare means Indoor sensor.

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