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      Installer Suspension

      I am onsite and my customer's Homely is not responding to schedule or boost commands from the customer app.

      If you are onsite and have made any changes or sent commands to the heat pump via the installer app, the customer will be temporarily unable to make changes through their Homely app. This 30-minute locking period is in place to prevent conflicting instructions from being sent to the heat pump simultaneously.

       

      How to Confirm if the Installer Locking Period is the Issue

      If you suspect that the cycling protection period is preventing the customer from making changes, follow these steps:

      1. Check the time of the last request made through the installer app.

      2. Wait at least 30 minutes from that time before attempting further changes.

      3. Once the waiting period is over, ask the customer to try making a change in their app (e.g. a heating or hot water boost).

        1. If the heat pump responds, the issue was due to the locking period.

        2. If the heat pump does not respond, please contact Homely Support for further assistance.

         

      Following these steps will help determine if the issue is related to the temporary lock or if further troubleshooting is needed.