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QUESTION:   I would like to find out in which room an alarm was set off. Which settings should I use?

There are eight zones of which five have special functions. Combine several sensors, for example in Zone 3, to form a single group (e.g. Ground Floor) and programme the sensors as set out in the instruction manual on page 32. Then give Zone 3 the name "Ground Floor" by means of the app or using text command "1234#X6". If one of the sensors in Zone 3 now triggers an alarm you will receive the message "Ground Floor Alarm!" on your mobile phone.

Note: please be aware that Zones 7 and 8 are what is known as "Always Sensitive" zones. Sensors in these zones will trigger alarms immediately, even if the alarm system is set to "Less sensitive". These zones are intended for fire/smoke and gas detectors which should set off an alarm at any time.

QUESTION:   Will the alarm system still work if there is a power cut or if the power supply is cut by intruders?
ANSWER:   Yes! The central unit has a built-in rechargeable battery which maintains alarm system operation for up to 16 hours. As soon as the power supply is re-established the battery will begin to automatically recharge itself. In the case of the power supply being cut and re-established, text messages will be sent to the telephone numbers stored in the system. This means that you can also react if there is a power cut at home and, for example, you are worried about the freezer defrosting.
QUESTION:   What do I have to do if the central unit does not react to the remote control which I am using to switch the system to sensitive or less sensitive? 

Ensure that you are not releasing the button too quickly. Pressing the button for between 1 and 2 seconds is ideal.

Check that the status light on the remote control lights up red when you press the button. If not, the battery may have run out. If this is the case, insert a new battery.



2. APP

QUESTION:   Despite having installed a SIM card, the system does not react to text messages and will not send texts either.
ANSWER   Ensure that the central unit is switched on after inserting the SIM card. Look at the network status display on the central unit (see page 13).

If this display is rapidly flashing red or yellow this means that the central unit is still seeking the correct mobile network. Move the central unit to a different place to allow it to find the right network. If necessary, try the SIM card in a phone and check whether the telephone can find the network from the spot where the central alarm unit is located.

It may be necessary to activate the SIM card before it can be used. Follow the instructions issued by the phone service provider from which you purchased the SIM card.

The SIM card must not be set to require a PIN as you cannot enter a PIN on the alarm system. Deactivate the PIN by inserting the SIM card briefly into a mobile phone and switching off the PIN requirement in the settings menu.
QUESTION:   How do I load and install the tapHOME alarm system app on my smartphone?
ANSWER:   On your smartphone, go to the AppleStore (for iPhone) or Google Play Store (for Android devices) and use the search term "tapHOME GSM alarm". Install the app – it's free!
QUESTION:   How do I find out if someone has set the alarm system to sensitive or less sensitive while I have been away?

If you switch on the "Text Alerts" function using the app or by text with "password#X75", each time the system is set to sensitive or less sensitive you will receive a text. "passwort#X76" will switch off these alerts.


Is it possible for several users to configure the alarm system using the app?

ANSWER:   Yes. However, the smartphones must all have the same phone number since the alarm system can only be configured from one master telephone number. Other smartphones can be used to set the system to sensitive or less sensitive if you record the numbers in the alarm system (max. two further phones.
QUESTION:   The alarm system does not send confirmation when configuring with the app.
ANSWER:   Please wait for text confirmation of a programming step before passing to the next setting.


QUESTION:   Why does the door/window sensor not trigger an alarm although the two parts are more than 2 cm apart?
ANSWER:   Check whether the red status light on the sensor lights up when the two parts of the sensor are separated. If not, the battery has properly run out. Install a new battery.
Check the battery contacts inside the sensor housing. Turn the battery slightly in order to create a more secure contact.
Check whether both parts of the sensor are pointing towards each other correctly. The flat sides should come together.
Ensure that the door or window does not contain too much metal which can interfere with the signal. Check the sensor away from large quantities of metal or cable.
Ensure that the distance between the two parts of the sensor is more than 2 cm in an alarm situation (opening the window or door).
If you have just assigned the sensor to a new zone, this must first of all be reprogrammed into the central unit. To do this, see the description on page 28.
QUESTION:    Why does the door/window sensor beep?
ANSWER:   If the status light flashes 5 times and the sensor beeps 5 times, either the battery must be changed or a manipulation alarm has been triggered (the housing has been opened). Either change the battery or check the housing to see why the manipulation alarm has been triggered.



QUESTION:   Why is the motion detector beeping?
ANSWER:   If the status light is flashing and the sensor beeps 5 times, the battery must be changed. Insert a new battery.
QUESTION:    Why does the motion detector not recognise people/movement?
ANTWORT:   Ensure that the alarm system is set to "Sensitive when away". If the alarm system is set to "Less sensitive" or "Sensitive when home" then the motion detector will not trigger an alarm (since the factory setting on the motion detectors is set to "Home" in Zone 5).
Check whether the status light on the motion detector lights up red when you move through the detection area. If the light does not eliminate, check the batteries.
You should create the movement to the side of the motion detector at a distance of 8 m.
After first detecting a movement, the motion detector will switch to sleep mode for four minutes in order to save power. The motion detector will only "wake up again" and be ready to detect the next movement if after four minutes no movement has been detected.
If you have just assigned the motion detector to a new zone, this must first of all be reprogrammed into the central unit. To do this, see the description on page 28.
QUESTION:   Is the motion detector immune to pets?
ANSWER:   No. The motion detector is a passive infrared sensor (PIR) which detects any movement by objects warmer than their environment. If you have pets, install the motion sensors a little higher so that the animals can move around beneath the detection area without triggering an alarm.
QUESTION:   Why does the motion detector trigger an alarm when there is no one moving around in the room?
ANSWER:   Do you have pets? The motion detector is not immune to pets. Please refer to the previous answer.
Avoid installing motion detectors in places where the temperature can change rapidly, such as near windows, air conditioning units, light sources, heat sources, refrigerators etc.
Avoid installing in direct sunlight.




QUESTION:   Why can't I register the EASYGate?
ANSWER:   There are several possible reasons for this (please see also the document "Information on registering the EASYGate in the tapHOME app" in the download area). Depending on your network hardware (including router), it may take a long time to register a new device connected to the network in the upnp service (this service may be deactivated in your router settings, if so you will need first of all to activate it following your router instructions). Leave the EASYGate connected to the network and try registering the EASYGate at a later time. Also check the following:
  1. The EASYGate is first connected to your router using the LAN cable supplied and then connected to the mains power socket using the power supply adapter supplied. If your router's LAN socket has an indicator light, it should be eliminated and the lights on the EASYGate LAN socket should also be illuminated or be flashing.
  2. The LED on the back of the EASYGate is illuminated (not flashing) after approx 1 – 2 minutes.
  3. Your mobile device is registered to the same network (WLAN settings on the mobile device) in which the EASYGate is registered.
  4. If necessary, restart the EASYGate by disconnecting and then reconnecting the power supply. Wait until the LED on the back shows a steady light. 
  5. We recommend that you wait 2 – 5 minutes after connecting the EASYGate to the network before attempting your first connection by starting the tapHOME app.
  6. Close the tapHOME app completely (also end the task in the Task Manager) and restart it.
  7. If necessary, reinstall tapHOME app (delete the previous version before reinstalling). Check the points above and then restart the tapHOME app from the newly installed app.



QUESTION:   There seems to be no difference between 90% and 100% in the dimmer and shutter control (lamp is at the same brightness on the dimmer).
ANSWER   This is correct! In general Z-Wave dinners can be controlled in ten steps (0 for "off" and 1 to 9 for different levels of brightness). This means that the display should actually show 11% for step 1, 22% for step 2, up to 99% for step 9. However, we thought that this did not look very attractive and so we show 10 steps (10% to 100%), of which only 9 steps can be controlled. This is why there is no difference between 90% and 100% brightness. The same applies to the position of shutters.
QUESTION:   Why am I unable to register my devices in the system?
ANSWER:   There are several possible causes for this:
  1. Only Z-Wave compatible devices are supported by the tapHOME system. Check the label on the back of the device which should normally show the Z-Wave logo showing that it is compatible with Z-Wave. tapHOME devices are always compatible with the tapHOME system
  2. The range of a device within a building is approx. 30 m; however, this can be reduced considerably by a variety of conditions to do with the physical building and other influences. Please make sure that the devices in closest proximity to the EASYGate are registered first; these can then be used as routers within the mesh network in order to make it easier to connect devices which are more difficult to reach.
  3. The device was already registered to a gateway (e.g. EASYGate) or shows an incorrect assignment. In this case, the assignment of the device to the other gateway or the incorrect assignment must first be deleted on the device. To achieve this, simply go through the deregistration process in the tapHOME app with the device concerned (ignore the error message). You should then be able to reregister the device.
  4. In order to deregister an EASYPlugDim, a lamp must be connected to the device before beginning the deregistration process.
  5. If a registration or deregistration process is interrupted, wait approx. 30 seconds before trying again to register or deregister a device.
  6. To register a device, plug it into a socket or build it into the future operating location. Start the tapHOME app and if necessary ensure that the EASYGate is registered in the system ("My Setup"). Go to the main view "My Devices" and tap top right on "Add/Remove Devices", then tap on "Add Devices". Now, within 30 seconds, go to the device to be registered. Press and hold the device button on the front for one second (applies to EASYPlug and EASYPlugDim, for other devices please consult the relevant device instructions). The device should now be recognised in the tapHOME app. If you did not hold the button down for long enough you will simply switch the device on; switch it off and try again. If you hold the button down for too long, the device will go into a service mode which you can end by unplugging the device.
    Note: error-free functioning of devices in the tapHOME system can only be guaranteed for tapHOME devices.
QUESTION:   Why do registered devices appear as a grey symbol with the label "dropped out"?
ANSWER:   IThis is usually a problem with the signal connection between the device and the EASYGate. There are several different causes for this. The distance between the device and the EASYGate or other devices may be too great; the damping effect on the signal caused by the building itself or by sources of interference can have a significant effect on signal strength and quality. Please also read the document "tapHOME Wireless Home Automation: Information and Instructions" in the download area. The app offers the opportunity of refreshing the device (green symbol with turning arrow). Look under "My Devices", to the right of the device symbol. Tap the refresh button for this device. If the results remains the same then it was not possible to refresh the device. Proceed as follows:
  1. Check for possible sources of interference near this device or on the route between this device and others. Remove these sources of interference and try refreshing the device again.
  2. Ensure that the latest version of the firmware is installed on the EASYGate. To do this, go to "Update Firmware" under "My Setup" and install the latest version of the firmware if required.
  3. Carry out a new device registration procedure for the "dropped out" device in its current location using the tapHOME app (My Devices/Add Device). If this does not work, please try step 4.
  4. Schließen Sie das Gerät in unmittelbarer Nähe Ihres EASYGates an (beim EASYPlugDim muss eine Lampe angeschlossen sein). Entfernen Sie dieses Gerät vom tapHOME System mit Hilfe der tapHOME App (Meine Geräte/ Gerät löschen). Nach erfolgter Löschung melden Sie dieses Gerät wieder an (Meine Geräte / Gerät hinzufügen). Nach erfolgter Anmeldung können Sie das Gerät wieder am gewünschten Ort anschließen.
  5. If the device should drop out again after following steps 1 – 4, we recommend that you once again unplug the device, plug it back in and repeat step 3. If the device still cannot be operated in a stable state you should choose a different location for the device or install another device between the EASYGate and this device in order to build a bridge between them.
QUESTION:   Why does the message "Not a tapHOME device" appear in the device status after registering my device?
ANSWER:   This status is displayed for products registered in the system but not supplied by tapHOME. Because the tapHOME app is free and the development of the app is financed through the sale of tapHOME products, a small licensing fee is charged for products which do not come from tapHOME and which can be set up as app extensions in the "My Setup" area.
    In a few cases it can occur that the manufacturer ID is not correctly transmitted during registration and a tapHOME product may be registered as a non-tapHOME product.  In this case, please remove this device using the tapHOME app and reregister it.
QUESTION:   Why does it sometimes take so long to switch a device on or off or for the confirmation to appear in the app?
ANTWORT:   The tapHOME system uses two different wireless standards at the same time in order to execute commands such as "switch on" or "switch off". From your mobile device the system communicates with the EASYGate using the WLAN standard. The EASYGate then communicates with the registered devices using the 868 MHz Z-Wave standard. Depending on the WLAN and Z-Wave reception quality, which is often influenced by the building's structure, other wireless signals and environmental conditions, signals may take longer to be transmitted and confirmed. A special feature of Z-Wave is the bidirectionality of the wireless standard. This functionality creates very high reliability within the system. The status of the individual devices is only displayed in the tapHOME app after confirmation. There may be some delay in displaying the status, however it is the actual current status of the device which is displayed. In addition, the tapHOME app interrogates the gateway devices for their status every 3 seconds. Any changes in device status which do not appear immediately are generally shown correctly after the next interrogation. This function is necessary because, amongst other things, other mobile devices which you have installed in the system can also send out switching commands and you can also switch devices on and off by hand. This function means that you will always see the actual status of your system.


QUESTION:   When I select a scenario in a room, devices are also switched on in other rooms. How can I prevent this?
ANSWER:   A scenario does not differentiate between the room currently shown and other rooms; it switches all of the assigned devices to the "on" or "off" state defined in the scenario. This applies in particular for the standard Z-Wave scenarios "ALL ON/OFF" in which all devices in the system which have not been removed from the scenario are switched either on or off. If you want a scenario to switch on or off only the devices in a particular room it is important that when you set up the scenario you select only those devices which are assigned to that particular room. Identifying the various scenarios is made easier by giving each one short and appropriate title.



QUESTION:   How can I make a claim against my guarantee if I need to?
ANSWER:   tapHOME will honour guarantee claims within the legal limits of the guarantee. Accordingly, defective devices for example are guaranteed for 6 months and any claim must be made within 2 years of the purchase date. Any claims against the guarantee must be made directly to the retailer (where you purchased the product). In order to save you and your retailer time and cost, we request that in the case of technical problems you first of all contact the tapHOME team using the contact form in the support area or via We will look into your problem immediately and attempt to find a solution as quickly as possible.