FAQ

reset

General questions

Technology

Are my eQ-3 smart home devices and app compatible with Apple HomeKit?

Apple HomeKit is currently supported by only a few smart home devices and is still in the initial state of its development.

We are principally interested in Appe HomeKit but, however, at its current state the system does not imply all required application functions that are necessary for a high-performance wireless radiator thermostat. This is why we have decided to provide our own native Android and iOS app that enable all functionalities of our radiator thermostats.

Is it possible to use the eQ-3 devices with rechargeable batteries instead of standard batteries?

Generally, this is possible. But, however, the degree of self-discharge is considerably higher for rechargeable batteries (especially cheap batteries) than for standard batteries. While standard batteries hold their charge for several years (depending on manufacturer and type), rechargeable batteries are discharged within few weeks or months, even without using. This reduces the benefits of rechargeable batteries that much, that most of our clients prefer using standard batteries.

Sometimes, it is not possible to use the system/devices - what does duty cycle mean?

The duty cycle is a legally regulated limit of the transmission time of devices in the 868 MHz range. The aim of this regulation is to safeguard the operation of all devices working in the 868 MHz range.

In the 868 MHz frequency range we use, the maximum transmission time of any device is 1% of an hour (i.e. 36 seconds in an hour). Devices must cease transmission when they reach the 1% limit until this time restriction comes to an end.

During normal operation, the duty cycle is not usually reached. However, repeated and wireless-intensive teach-in processes mean that it can be in isolated instances during start-up or initial installation of a system. This can happen for example when setting and testing the detection range of taught-in motion sensors. If the duty cycle limit is exceeded, the device may stop working for a brief period.

This is due to the fact that permanent transmission is not permitted in the 868 MHz range (maximum transmission time: 36 seconds per hour). Therefore, when this limit is reached, further transmission by the devices must be prevented. Perform a short function check on the device (e.g. by removing and reinserting the batteries). If the check does not restore the device to readiness for operation, it has exceeded the duty cycle and will be ready for operation again in an hour's time.

Expertise

Is eQ-3 able to see my data? Which parts of my data are being saved? Where is the server located? How secure is the data?

We do respect our customers’ wish for privacy without compromise. This is an important distinction between all smart home solutions by eQ-3 compared to products of other manufacturers.
For installations with the CCU2 no data has to be registered. This is why Homematic is one of very few smart home systems, that can be used completely anonymous. Also our MAX! customers do not need to specify any personal data. Furthermore, this is an essential characteristic of the Homematic IP solution by eQ-3: Users do not need to provide any private data when using the smartphone app and the Homematic IP cloud. The system is easily put into operation by scanning a QR code and pressing the system button of the Access Point, which makes the installation secure and anonymous.
The server for the Homematic IP service is located in Germany and is operated in accordance with the strict German data protection regulations.
Identifying a Homematic IP user is only possible as part of a criminal prosecution or based on a court order.

Is it possible to use the eQ-3 devices with rechargeable batteries instead of standard batteries?

Generally, this is possible. But, however, the degree of self-discharge is considerably higher for rechargeable batteries (especially cheap batteries) than for standard batteries. While standard batteries hold their charge for several years (depending on manufacturer and type), rechargeable batteries are discharged within few weeks or months, even without using. This reduces the benefits of rechargeable batteries that much, that most of our clients prefer using standard batteries.

Where can I buy eQ-3 products?

eQ-3 products like Homematic, Homematic IP and MAX! are distributed by numerous partners. This applies to partners in mail-order business such as the German companies ELV and Conrad Elektronik as well as retailers, installers, system integrators or OEMs, who integrate eQ-3 products into their own solutions. You can find further information here.

HomeMatic

Technology

During the software update of my CCU2 the power supply has been interrupted. I cannot establish a connection to my CCU2 via the WebUI. What can I do?

The recovery system is only required if the software of the Central Control Unit has been damaged. This can happen, for example, if the power supply is interrupted during a software update.

If the Central Control Unit signals via the device LEDs that the normal operating system can no longer be started (e.g. the Power, Internet, and Info LEDs light up continuously), a software update must be carried out via the recovery system.

How can a set system security key be removed?

If you have already set a system security key for your Homematic system and the corresponding devices are still connected to your Homematic Central Control Unit, you can remove the system security key from your devices as follows:

In the WebUI, select “Settings” and “Devices”. In the configuration adapter software, please select “Devices”.

Here, you receive an overview of all connected Homematic devices that you can now remove one by one using the button “Delete” in the drop-down menu “Restore factory settings of the device”. In this way, the factory settings are restored. Confirm your selection with the button “Delete”.

Please note, that for some devices the teaching mode has to be activated manually (e.g. remote controls, wall-mount transmitters, flush-mounted interfaces, etc.). This will also be indicated by the corresponding service message. If no service message appears, the disconnection and reset have been successfully completed.

After you have deleted all devices in this way and restored the factory settings they do not have a system security key any more.

If you are using the Homematic Configuration Adapter, the software has to be deleted from your PC after you have disconnected the devices. In addition, the following folder has to be deleted manually if it has not been done automatically be the system.

Installation folder e.g.: C:\ProgrammData\Bidcos-Service

 

How can I control Homematic with Amazon Alexa?

The Homematic system has been designed flexibly and open for expansion. Therefore, we provide individual partner solutions for the Homematic Central Control Unit. For the integration of Amazon Alexa, for example our partner CloudMatic offers a solution. More information can be found at the following: https://alexa.cloudmatic.de

How can I control Homematic with Google Assistant?

The Homematic system has been designed flexibly and open for expansion. Therefore, we provide individual partner solutions for the Homematic Central Control Unit. We are always looking for new partner solutions in order to supplement the system. Currently, we can unfortunately not refer to a partner that offers a solution for the integration of Google Assistant.

How may Homematic devices can I use in my installation?

It should be considered that the Homematic system has been specified and developed for a “normal” family house. For installations in larger buildings, we recommend e.g. a cooperation with our partner Contronics.

The system limits per Homematic Central Control Unit CCU2 are specified as follows:

  • 400 radio channels and
  • 127 wired devices in addition.

Please observe the following:
The number of wireless devices depends on the number of channels of all used devices!

Example:

  • Homematic Wireless Switch Actuator 1 channel has one channel at 400 devices
  • Homematic Wireless Switch Actuator 4 channels has four channels at 100 devices  

Usually, different devices are used within one installation. From our experience, the maximum number of wireless devices that can be operated trouble-free by the CCU2 within one installation is therefore between 100 and 120 devices.

Is a Central Control Unit (CCU2) absolutely essential?

Although the system does not need a Central Control Unit for configuration and operation, it can be added at any time. The Central Control Unit will expand the functional scope of the system still further. However, all fundamental functions can run without a Central Control Unit.

My Homematic Smoke Alarm devices trigger alarms with no reason. What can I do?

The Homematic Smoke Alarms comply with the VdS classification and are characterised by a high sensitivity level.

The triggering threshold can be reduced during the operating time of the device due to deposits such as dust or insects in the smoke chamber. Additional dust swirls e.g. caused by draught can trigger false alarms.

This is why Homematic Smoke Alarms are equipped with an internal sensitivity alignment. This makes sure that deposits are allowed within a certain permitted range. The calibration is performed during the function test and should be executed ideally once a week, but at least once a month for your own security. To do this, press and hold down the test button of the smoke alarm for longer than 2 seconds. Please refer to the user manual of the Homematic Smoke Alarm in sec. 9.2 “Periodic checking and indication of errors” for further information on evaluation of the function test.

The WebUI of my CCU2 is not loaded when the URL http://homematic-ccu2 is entered. What can I do?

If you are not transferred to the WebUI user interface when you enter http://homematic-ccu2 in your web browser, there are different solutions for rectifying the problem.

  1. Enter the IP address of your Central Control Unit
  2. Connection via USB cable

What can I do if I do not remember my system security key and the Homematic devices are not connected to the Homematic Central Control Unit anymore?

It is not possible to directly restore the factory settings of the device as described in the corresponding user manual.

For security reasons, there is no “master key” that can be used for resetting the device.

Some of our partners offer a special service for such cases. Please directly contact your supplier for finding an appropriate solution.

What do I need to consider when using the Homematic security key?

You can use the Homematic Central Control Unit or a Homematic Configuration Adapter to transfer a system security key to your Homematic devices. By setting the system security key the devices are secured from manual reset at the device itself. Furthermore, they cannot be connected to a Homematic Central Control Unit without entering the system security key.

You can use the system security key for example if you want to use Homematic devices in public places such as schools, hotels or holiday homes. If you are using the Homematic devices for private purposes we do not recommend to set the Homematic security key as there is no possibility to reset the key in case it might get lost. Please observe the following:

Make note of your system security key, and store this information at a secure place! For security reasons, it is not possible to reset or bypass the system security key. Setting the system security key affects all connected Homematic components in the Homematic system.

Mounting/installation

During the software update of my CCU2 the power supply has been interrupted. I cannot establish a connection to my CCU2 via the WebUI. What can I do?

The recovery system is only required if the software of the Central Control Unit has been damaged. This can happen, for example, if the power supply is interrupted during a software update.

If the Central Control Unit signals via the device LEDs that the normal operating system can no longer be started (e.g. the Power, Internet, and Info LEDs light up continuously), a software update must be carried out via the recovery system.

How may Homematic devices can I use in my installation?

It should be considered that the Homematic system has been specified and developed for a “normal” family house. For installations in larger buildings, we recommend e.g. a cooperation with our partner Contronics.

The system limits per Homematic Central Control Unit CCU2 are specified as follows:

  • 400 radio channels and
  • 127 wired devices in addition.

Please observe the following:
The number of wireless devices depends on the number of channels of all used devices!

Example:

  • Homematic Wireless Switch Actuator 1 channel has one channel at 400 devices
  • Homematic Wireless Switch Actuator 4 channels has four channels at 100 devices  

Usually, different devices are used within one installation. From our experience, the maximum number of wireless devices that can be operated trouble-free by the CCU2 within one installation is therefore between 100 and 120 devices.

The WebUI of my CCU2 is not loaded when the URL http://homematic-ccu2 is entered. What can I do?

If you are not transferred to the WebUI user interface when you enter http://homematic-ccu2 in your web browser, there are different solutions for rectifying the problem.

  1. Enter the IP address of your Central Control Unit
  2. Connection via USB cable

Software

During the software update of my CCU2 the power supply has been interrupted. I cannot establish a connection to my CCU2 via the WebUI. What can I do?

The recovery system is only required if the software of the Central Control Unit has been damaged. This can happen, for example, if the power supply is interrupted during a software update.

If the Central Control Unit signals via the device LEDs that the normal operating system can no longer be started (e.g. the Power, Internet, and Info LEDs light up continuously), a software update must be carried out via the recovery system.

The WebUI of my CCU2 is not loaded when the URL http://homematic-ccu2 is entered. What can I do?

If you are not transferred to the WebUI user interface when you enter http://homematic-ccu2 in your web browser, there are different solutions for rectifying the problem.

  1. Enter the IP address of your Central Control Unit
  2. Connection via USB cable

General information

How can I control Homematic with Amazon Alexa?

The Homematic system has been designed flexibly and open for expansion. Therefore, we provide individual partner solutions for the Homematic Central Control Unit. For the integration of Amazon Alexa, for example our partner CloudMatic offers a solution. More information can be found at the following: https://alexa.cloudmatic.de

How can I control Homematic with Google Assistant?

The Homematic system has been designed flexibly and open for expansion. Therefore, we provide individual partner solutions for the Homematic Central Control Unit. We are always looking for new partner solutions in order to supplement the system. Currently, we can unfortunately not refer to a partner that offers a solution for the integration of Google Assistant.

How may Homematic devices can I use in my installation?

It should be considered that the Homematic system has been specified and developed for a “normal” family house. For installations in larger buildings, we recommend e.g. a cooperation with our partner Contronics.

The system limits per Homematic Central Control Unit CCU2 are specified as follows:

  • 400 radio channels and
  • 127 wired devices in addition.

Please observe the following:
The number of wireless devices depends on the number of channels of all used devices!

Example:

  • Homematic Wireless Switch Actuator 1 channel has one channel at 400 devices
  • Homematic Wireless Switch Actuator 4 channels has four channels at 100 devices  

Usually, different devices are used within one installation. From our experience, the maximum number of wireless devices that can be operated trouble-free by the CCU2 within one installation is therefore between 100 and 120 devices.

Is a Central Control Unit (CCU2) absolutely essential?

Although the system does not need a Central Control Unit for configuration and operation, it can be added at any time. The Central Control Unit will expand the functional scope of the system still further. However, all fundamental functions can run without a Central Control Unit.

Hardware

How may Homematic devices can I use in my installation?

It should be considered that the Homematic system has been specified and developed for a “normal” family house. For installations in larger buildings, we recommend e.g. a cooperation with our partner Contronics.

The system limits per Homematic Central Control Unit CCU2 are specified as follows:

  • 400 radio channels and
  • 127 wired devices in addition.

Please observe the following:
The number of wireless devices depends on the number of channels of all used devices!

Example:

  • Homematic Wireless Switch Actuator 1 channel has one channel at 400 devices
  • Homematic Wireless Switch Actuator 4 channels has four channels at 100 devices  

Usually, different devices are used within one installation. From our experience, the maximum number of wireless devices that can be operated trouble-free by the CCU2 within one installation is therefore between 100 and 120 devices.

Is a Central Control Unit (CCU2) absolutely essential?

Although the system does not need a Central Control Unit for configuration and operation, it can be added at any time. The Central Control Unit will expand the functional scope of the system still further. However, all fundamental functions can run without a Central Control Unit.

My Homematic Smoke Alarm devices trigger alarms with no reason. What can I do?

The Homematic Smoke Alarms comply with the VdS classification and are characterised by a high sensitivity level.

The triggering threshold can be reduced during the operating time of the device due to deposits such as dust or insects in the smoke chamber. Additional dust swirls e.g. caused by draught can trigger false alarms.

This is why Homematic Smoke Alarms are equipped with an internal sensitivity alignment. This makes sure that deposits are allowed within a certain permitted range. The calibration is performed during the function test and should be executed ideally once a week, but at least once a month for your own security. To do this, press and hold down the test button of the smoke alarm for longer than 2 seconds. Please refer to the user manual of the Homematic Smoke Alarm in sec. 9.2 “Periodic checking and indication of errors” for further information on evaluation of the function test.

Homematic IP

General information

Are the systems manufactured by eQ-3 compatible with one another?

In the browser cache, the web browser temporarily stores websites and pictures. If websites are visited frequently, the data does not need to be downloaded from the Internet again. In this way, websites can be displayed faster. During the firmware update of the Homematic Central Control Unit, some data of the CCU2 that is stored temporarily in the browser cache will be updated. To avoid any problems during the update of a new firmware version we recommend to clear the browser cache after each update.

Do I have to expect running costs? If yes - to what amount?

No, there are no running costs such as server rental costs, costs for apps in the app store etc.
It might be possible - but currently not yet planned - to extend the free app by additional services with in-app purchase possibilities.

Does Homematic IP support different time zones?

Yes, different time zones are being supported. The times of the week profiles are always based on the time of the Access Point location, this means the time zone that has been configured for the Access Point.

For how long will the software (app) of Homematic IP be maintained?

A regulation that ensures our customers the long-time operation is part of our Terms of Use.
eQ-3 is known for supporting its product lines for a particularly long period of time without any compromises in terms of backward-compatibility. This is for the example the case with FS20 since more than 15 years and now 10 years with Homematic.

How secure is Homematic IP? Can it be hacked from the outside?

Homematic IP takes the security in home control to a new level.
Even the teach-in procedure is cryptographically secured. Unlike other radio technologies such as WLAN, Bluetooth (devices without display) or ZigBee, Z-Wave, DECT, ULE and EnOcean, it is not possible to intercept keys during installation.
During operation, data packages are encrypted and authenticated. Therefore, we rely on generally accepted and published standards such as AES-128 and CCM/RFC3610.
Also the communication between the Access Point and the Homematic IP cloud, as well as the connections between the app and the cloud, are securely protected by online security procedures.
The security concept and especially the radio protocols have been tested by renowned and independent experts in the field of security. For example, the climate control solution of Homematic IP has been rated “very good” by the test lab AV-Test.

In which languages is the Homematic IP app available?

Currently, the app is available in German, English, French, Dutch, Italian, Spanish, Polish, Russian, Danish, Finish, Swedish and Norwegian.

Is it possible to control Homematic IP devices without Homematic IP Access Point via Amazon Echo devices with integrated smart home hub?

The integration of Homematic IP with Amazon Alexa takes place directly via the Homematic IP cloud, that is, in principle, via the Homematic IP Access Point.

The Amazon Alexa device variant Echo Plus supports a variant of the ZigBee protocol, which directly supports Philips HUE lights. With other Amazon Alexa devices, also an additional gateway is required for Philips HUE.

Thus, the cheapest way to set up voice control with Amazon Alexa is an Amazon Echo Dot + Homematic IP Access Point.

What does “IP” mean? Is it possible to integrate all IP devices (e.g. VoIP phone IP cameras etc.) into the system?

All Homematic IP devices communicate via IPv6 or more precisely via UDP/IP. Using IP, all devices in the smart home can be operated within one network and be combined via corresponding applications.
That means, that e.g. IP cameras can be integrated into the Homematic IP solution if the corresponding application supports the Homematic IP protocol. In the future, also other communication media will be supporting Homematic IP as radio technology for other devices.

Why is it not possible to control my Homematic IP Shutter and Blind Actuators via Google Assistant?

The implementation of voice control systems on the market is realised via interfaces offered by the manufacturers. Depending on the provider, different functions and possibilities are supplied.

Currently, Google Assistant unfortunately does not yet contain any voice commands for controlling shutters and blinds. As soon as the function will be provided by Google, it will be possible to control your Homematic IP components as well.

Will the Homematic IP devices be integrated into existing Homematic apps (Penzler, Orbylon, HomeDroid, Home24, Mediola, IP Symcon, Homeputer)?

Yes, this is already possible with a majority of Homematic apps.
The technical requirements are already in place and Homematic and Homematic IP are compatible with the CCU2.

Technology

Are the systems manufactured by eQ-3 compatible with one another?

In the browser cache, the web browser temporarily stores websites and pictures. If websites are visited frequently, the data does not need to be downloaded from the Internet again. In this way, websites can be displayed faster. During the firmware update of the Homematic Central Control Unit, some data of the CCU2 that is stored temporarily in the browser cache will be updated. To avoid any problems during the update of a new firmware version we recommend to clear the browser cache after each update.

How secure is Homematic IP? Can it be hacked from the outside?

Homematic IP takes the security in home control to a new level.
Even the teach-in procedure is cryptographically secured. Unlike other radio technologies such as WLAN, Bluetooth (devices without display) or ZigBee, Z-Wave, DECT, ULE and EnOcean, it is not possible to intercept keys during installation.
During operation, data packages are encrypted and authenticated. Therefore, we rely on generally accepted and published standards such as AES-128 and CCM/RFC3610.
Also the communication between the Access Point and the Homematic IP cloud, as well as the connections between the app and the cloud, are securely protected by online security procedures.
The security concept and especially the radio protocols have been tested by renowned and independent experts in the field of security. For example, the climate control solution of Homematic IP has been rated “very good” by the test lab AV-Test.

Is it possible to control Homematic IP devices without Homematic IP Access Point via Amazon Echo devices with integrated smart home hub?

The integration of Homematic IP with Amazon Alexa takes place directly via the Homematic IP cloud, that is, in principle, via the Homematic IP Access Point.

The Amazon Alexa device variant Echo Plus supports a variant of the ZigBee protocol, which directly supports Philips HUE lights. With other Amazon Alexa devices, also an additional gateway is required for Philips HUE.

Thus, the cheapest way to set up voice control with Amazon Alexa is an Amazon Echo Dot + Homematic IP Access Point.

Which protocol does Homematic use?

The Homematic protocol has been developed by eQ-3 exclusively for applications in smart homes and buildings. The development is based on more than 20 years of experience. Technically, the Homematic protocol is a bidirectional radio protocol. That means, that every receiver is able to confirm a command to the transmitter.

Which system requirements are necessary for Homematic IP? Which operating systems (Android, iOS, Windows Phone) are supported?

Android smartphones from version 4.1 and iPhones from iOS version 8 are being supported. This covers more than 90 % of the market and the devices installed.
We actively continue to monitor the Windows Phone and intend to support Windows Phone if the market share further increases and the launch of Windows 10 will be successful.

Why is it not possible to control my Homematic IP Shutter and Blind Actuators via Google Assistant?

The implementation of voice control systems on the market is realised via interfaces offered by the manufacturers. Depending on the provider, different functions and possibilities are supplied.

Currently, Google Assistant unfortunately does not yet contain any voice commands for controlling shutters and blinds. As soon as the function will be provided by Google, it will be possible to control your Homematic IP components as well.

Will the Homematic IP devices be integrated into existing Homematic apps (Penzler, Orbylon, HomeDroid, Home24, Mediola, IP Symcon, Homeputer)?

Yes, this is already possible with a majority of Homematic apps.
The technical requirements are already in place and Homematic and Homematic IP are compatible with the CCU2.

Hardware

What does “IP” mean? Is it possible to integrate all IP devices (e.g. VoIP phone IP cameras etc.) into the system?

All Homematic IP devices communicate via IPv6 or more precisely via UDP/IP. Using IP, all devices in the smart home can be operated within one network and be combined via corresponding applications.
That means, that e.g. IP cameras can be integrated into the Homematic IP solution if the corresponding application supports the Homematic IP protocol. In the future, also other communication media will be supporting Homematic IP as radio technology for other devices.

Which system requirements are necessary for Homematic IP? Which operating systems (Android, iOS, Windows Phone) are supported?

Android smartphones from version 4.1 and iPhones from iOS version 8 are being supported. This covers more than 90 % of the market and the devices installed.
We actively continue to monitor the Windows Phone and intend to support Windows Phone if the market share further increases and the launch of Windows 10 will be successful.

Software

Will the Homematic IP devices be integrated into existing Homematic apps (Penzler, Orbylon, HomeDroid, Home24, Mediola, IP Symcon, Homeputer)?

Yes, this is already possible with a majority of Homematic apps.
The technical requirements are already in place and Homematic and Homematic IP are compatible with the CCU2.

You are here:
smartes Untermenü