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Question en attente de réponse

cannot remove z-wave module from Tahoma

I have a problem with a z-wave module and cannot remove it from the Tahoma configuration. I remember there was a button to neglect the module power connection at the removal process, but this button has disappeared although the text field is still there (since last update?) How to proceed?

Willem K.
Willem K.

Willem K.

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    Philippe H.
    Philippe H.

    Philippe H.

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    Hi
    make a reset of your Tahoma and restart

    Willem K.
    Willem K.

    Willem K.

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    2
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    points

    A reset does not change it Philippe. I still can't remove the module.

    Sylvain C.
    Sylvain C.

    Sylvain C.

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    4
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    points

    Good evening,
    It will take, you will have a response from the technical service.
    Enter the PIN of your box.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
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    points

    Sorry Sylvain, what do you mean, where should I enter the PIN?

    Sylvain C.
    Sylvain C.

    Sylvain C.

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    4
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    Here on this post.
    And you will have a response from the service.

    Willem K.
    Willem K.

    Willem K.

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    2
    880 / 2000
    points

    The pin is 0202-4139-1543

    Sylvain C.
    Sylvain C.

    Sylvain C.

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    4
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    ok Willen,
    No worries you will have an answer within a week.

    Willem K.
    Willem K.

    Willem K.

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    2
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    points

    Okay, hope it will be earlier. I thought there was an option for a forced removal, but I can't find it anymore. Anyway it should be implemented.

    Gladys B.
    Gladys B.

    Gladys B.

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    Hello,

    We are the technical support for french consumers only, so we can't have an access to the boxes connected abroad.
    You should contact your technical support Somfy.

    Regards.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    Dear Gladys, thanks for your reaction, but Somfy France did it before. I even had a phonecall with Cedric V beginning 2016. Netherlands can't do it. Anyway the ui of the Tahoma should contain an option for a forced removal of z-wave elements, in that case these customer contacts will not be necessary.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    I have contacted Somfy NL again, but no solution yet.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    Still no response from Somfy NL nor FR.

    Cédric V.
    Cédric V.

    Cédric V.

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    2
    1200 / 2000
    points
    Equipe

    Hi,

    No solution is available at this date.
    I remove one product identified, and we are working on a solution.
    We have a problem to delete an old product (or product created with a problem during the discovery) inside the Usb key.

    Is it ok?

    regards,

    Cédric

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    Ah, thanks Cedric, you're my man...the product has been removed indeed, and thanks for acknowledging the issue.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    Hi Cedric, You wrote "We have a problem to delete an old product (or product created with a problem during the discovery) inside the Usb key". As far as I can see the product is removed from the key itself, but not from the Somfy server, so it stays visible in the Tahoma.
    On the other hand when you try to add a z-wave product like e.g. the Fibaro Wall Plug that is not supported by Somfy (unfortunately), the product IS added to the usb stick but becomes not visible in the Tahoma interface.
    So local and remote profile become misaligned.

    Willem K.
    Willem K.

    Willem K.

    Niveau
    2
    880 / 2000
    points

    No prospect of a solution/update yet?

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