Question en attente de réponse
Why I can't find the IPadres / MACadres of my Somfy device
Bonjour,
I tried to reset the alarm centrale of our Somfy Protexiom device because I couldn't login in my phone and computer.
When i login to our wifi modem/router I can see all the devices we have at home that is connected EXCEPT our Somfy alarm device. The IPadress/ MACadress of our Somfy alarm isn't showing on the list of our router/modem's connected devices.
I did a reset of our router/modem. This didn't solve the problem.
Then I did a reset of the alarm centrale. I have reset the alarm centrale before and that time it worked. On the last step of resetting I heard a long beep sound. But this time I don't get any sound at all. I tried carefully repeating the steps but i wasn't successful. There's no long beep sound on the final step of resetting. Could this be the reason why our Somfy alarm device not anymore showing in the list of devices connected to our router/modem?
All the batteries were replaced and brand new. Can you please advise what I can do?
Merci,
Belinda
Réponses
Hello Jean-Luc,
Thank you for your quick response. The alarm was installed in 2016. The model is Protexiom Optimum GSM.
Regards,
Belinda
P.S.
is there a way to double check if the IP module is indeed faulty? And if so can I replace it only this part or does it mean teplacing the whole alarm unit (protexiom alarm centrale)?
Good morning Jean Luc,
I opened the alarm panel. To make sure that I give the correct information, I made a photo for you to see which lights are blinking and which are red and green and steady. Please see attach jpeg file.
I just double checked my archive record, I have traced that the installation was done on 16 Dec 2015. If I trace the email correspondence with Somfy Netherlands looks like I bought it around 8 Dec 2015.
My residence country is in The Netherlands.
Looking at the picture it says:
MODULE IP 2493-01
0050c2c84d2a
EU 00113
bV2.7 aV10.7 28/14
made in France
SOMFY 74300 CLUSES
Please let me know if you still need further information. Thank you.
Kind regards,
Belinda
Hallo Jean-Luc,
In the meantime a family friend who has IT background has tried to help us check if the IP issue is a result of defective UTP cable or a router issue. After doing some tests, both were not an issue or problem at all. We have ruled it out so it seems that the problem is perhaps in the IP module itself like you said..
Looking forward to your response. Thank you.
Regards,
Belinda
Hi Jean-Luc,
That's what I'm afraid of. In that case, is the IP module I need still on stock? Can you please provide me a link of the right IP module where I can order online?
And were we just unfortunate that our IP module got faulty? Or is 6 years the normal lifespan of this IP module? Thanks again. Belinda
Good morning Jean-Luc. That's unfortunate to hear. Did I understand it correctly that my only option now is to call a technician to manually fix it since buying a new IP module isn't sold separately? Were you able to fix yours too? Thank you. Belinda
Hi Jean-luc. Okay, that's very clear now. I will try to find a technician who can fix it. About the one option you mentioned 'replace the alarm center' - do you have a link to order this from Somfy? Thanks again.
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