Customer Support

Frequently Asked Questions

How do I change my password?

There are two options to change a password:

a. Enter the application and click on the Settings tab. Then click on sub-menu Users, where a list of all users will be visible. Current user has a possibility to change the password by clicking on the Change password text.
b. Open the login page and click on ‘Forgot password?’ text. The application will redirect you to another page, where you should enter an e-mail address you provided during the registration process. The password reminder is going to be sent to your e-mail address.

Can I use the system with no internet?

Yes. The system can be used locally without internet. You have to be connected to the local network in the house to use the system.

The shutter stuck after electricity pause. What do I need to do?

When there is an electricity pause/break, set the Shutter unit (InWand or WallWand) in unknown state. Which means it needs to get to a position where it knows it edge position up or down. For safety reasons when shutter is in unknown state, it will go up first to its edge and then it gets its known state. This means that it needs to perform the whole path (timing wise) to get to a known state. Therefore, there are 2 options:

a. Open the application go to the shutter and slide the shutter up to 100% or just click on the up button and wait until it shows 100%.
b. Push on the up-switch for the amount of time it take the shutter to open to its full 100%.
Remember if the shutter is open in 50% and the full opening time is 25 seconds you need to hold the switch up for at least 25 seconds even if the shutter got to its upper position after 12 seconds. Only when the shutter will make the whole path it will get into its calibrated known state.

How can I remember my password?

Most of the browsers support remember password option. While login the first time or after deleting history you can use the remember password option and the browser will save your password. For example Google Chrome (menu Settings/Advanced/Passwords and forms) offers the possibility to fill in and save passwords in the application; via mobile if you are connected with one controller it will remember the last login and password entered.

Who can help me to build the scenario?

Detailed description about building the scenarios can be found in the What’s new documents, installation and technical manuals located on the Touchwand website in the Customer Support section. You can always send us a message through our website and e-mail or contact our offices.

How can I use the timer on the scenario page?

The timer in scenario acts as timing the minutes from the condition in dynamic scenarios or from the time pressed on the “run” button in user trigger scenario. The timer always displays the time in minutes.

What is a network healing? How do I use it?

Network healing (Network update) is the stage that takes place after all the end units have been defined in the structure and after the functionality of each one has been tested. The purpose of the procedure is to optimize the network communication. The duration of the procedure varies from house to house depending number of units and size of the house (level, floors, etc…) and on average is about 5-20 minutes. While the procedure is being performed, do not touch / change and / or physically and / or virtualize the endpoints for the success and efficiency of the process.

How secure is your system?

Touchwand Wanderfull controller is connected to the TouchWand cloud using ethernet cable to the Router and the internet to the TouchWand cloud.

TouchWand Wanderfull application uses secure protocol connection HTTPS. The connection is done via desktop/mobile browser or via the TouchWand application. The connection from the cloud uses HTTPS protocol. The communication protocol is encrypted using Secure Sockets Layer (SSL) certificate SHA-256 with RSA encryption. The protocol is therefore also often referred to as HTTP over SSL.

We have our cloud hosted in Amazon AWS and IBM Bluemix and rely on Amazon and IBM security and firewalls. These clouds are the most secure cloud hosting provider in the market.
Keep your login and password safe. And if your mobile phone was stolen or lost, make sure to change the password like you probably will do with any other application you are using.

It is recommended to change password every 90 days.

Z-Wave security:

Z-Wave smart home network has a unique ID that it assigns to every device in the network, and that ID is different for every hub, so your neighbor’s smart hub cannot control your devices. When an extra level of security is needed, such as for door locks and other high security devices, Z-Wave has another level of security which uses AES128 encryption at the same level that major banks use to protect your financial information.

When Association process fail to perform. What do I do?

If a device is not performing the association properly, it can derive from 2 reasons:

a. Source device endpoint is associated with more target endpoints that it can perform association with.

i. InWand
Each endpoint in source unit can associate with 7 target endpoints.

ii. WallWand
Each endpoint in source unit can associate with 5 target endpoints. Need to verify how many target endpoints are associated with source endpoint.

b. Device was previously associated as source to other targets or as target to other sources and has been unpaired without properly clearing it associated target or source. In this case, the controller does not recognize (show) about already installed associations in the device. You need to unpair the unit from the controller, reset the unit and re-pair the unit and perform the association process.
For detailed explanation please see the Technical Manual in our website support

What is a primary-secondary condition?

For large size spaces that include several floors and many units it is advisable to include more then one controller in the network. The controllers will be connected wired IP and could control the house/building easily. Therefore we set up one primary controller that can include several secondary controllers and would include all secondary units. Thus you can build up scenarios between units that are paired to different controllers.

For detailed explanation please see the Technical Manual in our website support

How does the timer in Scenarios measures time?

The timer always displays the time in minutes.

When a device fails to pair What do I do?

There can be several reasons for a device that does not pair properly.

a. Device is already paired.
Please perform unpair by choosing any paired device in the units and perform the un-pairing process on the device. After controller shows that unit was reset, perform pairing process from the begining.

b. Device is too far from the controller and mesh network has not been optimized.
Bring the device closer to the controller or the controller close to the device. Perform the pairing and at the end of installation perform network healing (network update). Go to Settings/Z-wave/advanced/Z-wave network update.
Note: make sure not to press on Z-wave network rest. This will erase your network.

How do I connect the controller to Pima Alarm System?

To connect the PIMA alarm system please do the following steps:

a. Log in the application and connect the alarm system – This can be done directly or through a local network. If connecting directly – use the supplied cable, SA-232 converter and LCL-11A adaptor. If you connect through a local network (LAN) use the net4pro-i network card.

b. Setting the serial port – Set the serial output use, regarding the connection to the MS (monitoring station). The MS can be connected locally, using RS-232 cable, or remotely, through the net4pro IP interface. It can use a home automation (“Smart home”) or PIMA proprietary protocol.

c. log in the Touchwand application and open Units tab.

PIMA alarm will be visible with the rest of devices in the Units section. There is no need for pairing this unit. Just click on the Add unit button and select what kind of unit will be added in the first field, in this case PIMA sensor. Enter the rest of the data that is needed – type, sensor name and zone and click on the Pair button.

For detailed explanation on how to connect the device with the application, please see the Technical Manual in our website.

How do I connect the controller to RISCO Alarm System?

To connect the RISCO alarm system please do the following steps:

a. Log in the application and click on the Settings tab. RISCO settings can be added and edited in the Settings tab under the Alarm sub menu.

b. Click on the Add Risco button. At this moment RISCO alarm system is not connected and its status is Disabled not mounted.

c. Check Enable connection box.

d. Enter the IP address, port, password and upload a CSV file.

e. Click on the Save button.

Risco initial status is disarmed. To arm the alarm, click on the Arm button located below the unit’s status. For detailed explanation on how to connect the device with the application, please see the Technical Manual in our website.

What is the procedure to connect to KNX system?

The Wanderful system supports an integrated connection or a KNX system connection only or a Z-WAVE system connection only. As a result, the connection can be activated in two ways:

a. A direct connection in which the KNX IP address is required. This type of connection can be required when some of home internet routers/switches block the multicast messages inside LAN, and the best solution is direct connection.

b. Connection by means of a multicast. The multicast connection type is the connection when the KNX router listen/sends events to specific reserved IP address, additionally to direct connections (if they exist).
For detailed explanation on how to connect the device with the application, please see the Technical Manual in our website.

How do I connect more than 1 switch to activate the same light?

There are few options for this case:

a. When there are 2 switches that are operating the same light need to install the InWand in the switch that is connected directly to the light. Follow the below connection scheme.

b. When there are 3 switches that are operating the same light need to install the InWand in the switch that is connected directly to the light. Follow the below connection scheme..
c. There is an option to use a double switch that on of the switches is not connected to a light and use it as a virtual switch to perform remote operation of a light. (using a scenario or an association process).

How to control Z-Wave units via KNX panel switches?
  • The process includes definition of Dummy Group Address and associate the KNX switch as Toggle (same switch on/off) or Switch (switch for on and another switch for off).
    For Shutters if defined as Toggle it will activate “up” and “down” one after the other (cyclically). For Shutter as separate buttons for Up & Down actions need to define 2 buttons – one for “on/up” and one for “off/down”
    Both on the same KNX Group Address.
  • Add new unit Provider “KNX”, Type “Light” and set in the “Status” field the same Group Address as defined in the KNX switch.
    (not necessary to fill up the Light Switch fields).
  • Go to Scenario tab in the application
    Choose “Dummy unit event” as condition
    Choose the Z-Wave switch / shutter in the action according to the condition.
  • The KNX switch will send its event (on/up or off/down) and scenario will perform the action via the Z – Wave switch.
  • After defined, uncheck the box next to the unit to hide the unit from the user. (Only Tech users will see the unchecked units).
How to define KNX temperature switch?

When define KNX Temp’ switch in the Controller make sure to define all group addresses by configuration of switch in ETS. Each command/property has its unique Group address. For example, do not mix Group address for actions “On/Off” with the action “Cool/Heat”. This mixture will cause “Cool” command to act just after “Off” command and will cause the Air-condition to turn “On” back.

How to configure KNX light switches?

In KNX Dali system one of the first definitions of each light circuit is “light type”. Note that might be already default type which may be different than actual one. Therefore, installer must define the exact type of light to enable system to work in a proper mode.

For example, if light type will be “fluorescent” and actual light is led with dimmer ability switch the dimming option will not work. Proper choice of light type will avoid malfunction of the unit.

What is the max load the InWand and WallWand support?

Maximum Load:

Resistive load (Incandescent light): 5A/channel, 10A overall

Fluorescent max Load: 144W/channel

LED max Load: 120W/channel

I cannot register with my iPhone camera?

There are some iPhone devices that do not enable automatic camera QR code scan for registration to the application and controller via the QR code.

The new apple TouchWand application that will be released shortly in Appstore will solve this issue.

Until then there are 2 options:

  1. If you have already a user admin to your controller and just want to add another user/admin.
    • Go to Settings >Users and press on the <add user> button located on the top right of the screen.
    • A new window will appear
    • Enter:
      “Username” – which must be a unique e-mail address
      confirm “Password”
      choose the “role” of the user <admin/user>
    • Press add button

The new user credentials will be created in the controller and will be updated to the cloud. You will then be able to open the application and login using the new login credentials.

  1. If you don’t have a user admin already and want to create new user, do the following:
    • Scan the QR code label on the bottom cover of the controller using QR code scanner.
    • Take a snapshot of the result and email to: along with the new user credential you would like to have (unique e-mail & password).
    • We will create the new user for you and will update you by email when done.
    • Note: to enable us to create the new user for you we need the controller to be connected to the internet so please leave the controller connected to the router and to the internet, so we can create the new user for you.

Download WallWand ™ Z-Wave Touch Panel Templates

How to use WallWand templates?    Choose a desired WallWand ™ Z-Wave Touch Panel template and download it. Remove the Micro SD card located at the bottom of the WallWand device and insert it in your computer.  Copy the content from the downloaded template folder in the SD Card. Then safely remove the SD card from the computer and insert it back into the WallWand unit. Now the downloaded template will be visible in the touch panel and ready to be used.