Screen Innovations
SI Eco-System Troubleshooting Checklist
A simple checklist to help diagnose wireless and wired systems
💡 Pro Tip:
To save this as a PDF, use your browser's print function (Ctrl+P or Cmd+P) and select "Save as PDF"
ZigBee Troubleshooting Guide
ZigBee Mesh Design Guide
TRO.Y Programming Guide
Physical Inspection
Verify TRO.Y is connected and powered and on the network
Verify Helen Coordinator is plugged into Helen Port on TRO.Y and PoE injector was not used
Wire run from Helen Port to Helen Coordinator is not longer than 50'
Verify Solid LED's on Helen Coordinator
Verify all routers are powered and within 15-20' (Most Applications)
Check all shade antenna's and make sure they are not cut, broken, bent or pinched
Inspect all interconnect wiring
Inspect the environment
Look at building materials of house
Look for other wireless devices (Unknown outlet devices/wall worts)
Ask homeowner about any new wireless device additions (WiFi, ZigBee, or Bluetooth)
Locations of routers (avoiding TV's, mirrors, metal, concrete, plaster, stone, stucco, water feature or radiant flooring)
Make sure ZigBee devices are at least 6' away from any WiFi access points, or other hubs
Basic Motor Troubleshooting
Inspect all cable connections for damage or looseness
Check continuity on all wires
Verify Voltage at the shade (if Low Voltage Motors)
Check voltage at motor connection at rest, and when triggered (should be 24-28V)
Check Voltage at the Power Supply at rest, and when triggered (should be 24-28V)
Tap the motor head button and see if the shade moves, this will cycle between UP/STOP/DOWN (limits are set at the factory)(replacement motors will NOT have limits, and motor won't move until limits are set)
Connect motor via the Somfy TaHoma Pro APP, and run through "Motor Configuration", this will confirm antenna and motor operation
Somfy TaHoma Pro Guide
Delete and re-add shade to the Device Table (Query Helen for Connected Devices)
How to Query Helen for Devices
Factory reset motor and re-discover
TRO.Y Web GUI
Verify access to Web GUI by entering TRO.Y's IP address into a browser
How to discover TRO.Y
Verify all TRO.Y and Helen Coordinator firmwares are Up-to-Date
Click here for Firmwares
Run the Helen Diagnostics - SILQ levels should be above 82
Using Helen Diagnostics
Run the "Routing Table" under Wireless bridge settings
ZigBee Motor Configuration
Wireless, Channels and 2.4ghz
Find out what wireless channels WiFi, 3rd Party ZigBee Systems (Control 4, Philips Hue, etc...)
2.4ghz Spectrum Diagram
Change channels in TRO.Y and/or other devices to avoid other stepping on each other
Changing Channels in TRO.Y
Perform wireless survey to check for interference
Using WiSpy
Test signal strength at various locations