A user is displayed as being absent on the app but in fact the user is present in the house
The following reasons may explain this situation:
- the presence display is disabled, which prevents the dashboard from displaying the presence/absence of users with a key fob, => you can enable it by going to the “Personal life” section of the “Settings” menu
- the Somfy One / One + is too far from the main entrance door - the Somfy One / One + sees a user coming through the main entrance door via the IntelliTAG placed above the door, but it does not see the key fob because it is too far away=> please bring the Somfy One / One + closer to your main entrance door
- the user just arrived, entering through the back yard or the garage, for example. The user has not yet gotten close enough to the Somfy One / One +; as a result, the Somfy One / One + has not yet seen the key fob and is unable to indicate the user’s presence=> get closer to the Somfy One / One + so that the key fob can be detected
- the user arrived and came very close to theSomfy One / One +but he/she then moved away from it and went to the other end of the house or out to the yard; after a certain amount of time, the user’s key fob is seen as absent=> come near the Somfy One / One + so that the key fob can be detected
- the Somfy One / One + is no longer connected to the Internet, so the presence display cannot be updated
If none of these cases apply, please quit the Somfy Protect app completely and relaunch it.
A user is displayed as present on the app but in fact the user is absent from the house
We invite you to take the following steps:
- please quit the Somfy Protect application completely and launch it again
- if the step above does not solve the problem, please unplug the Somfy One / One +, press the button on the side of the Somfy One / One + until the LED light turns off, then plug the Somfy One / One + back in again