Troubleshooting

Support for common issues around connectivity and scheduling.

1. The Mixergy App won’t let me register my cylinder
2. My cylinder is not connecting to the internet
3. What will happen to my heating schedule if the cylinder loses internet connection?
4. Why won't my cylinder heat up above a certain %?
5. I don't have any hot water
6. My cylinder heating outside of the schedule
7. Why is my cylinder not following the schedule
8. Faults, causes and solutions

 

The Mixergy App won’t let me register my cylinder

Before you will be able to register your cylinder with your Mixergy account, the cylinder must first be installed and connected to the internet. If you are unable to establish an internet connection, please see the answers to question 2 below.

Ensure you are entering the 25-character mixdevice number, and not the MX number. This is printed on a white sticker on the side of your cylinder. 

My cylinder is not connecting to the internet

A powerline adapter (included with your cylinder) should be plugged into a mains socket and connected to your internet router via the included ethernet cable. Check that this set-up has been correctly followed by your installer. If you still do not have an internet connection, check each of the following steps:

• If you already have a homeplug AV network installed in your home, it is 
  recommended that you pair the cylinder with an existing homeplug adaptor to 
  avoid interference
• Ensure that the adapter is not plugged into an extension lead.
• If the bottom ethernet LED on the adapter is not lit, the ethernet cable may have come loose and will need to be plugged in again (you should hear it click into place).
• If the middle powerline LED on the adapter is not lit, then your cylinder may have become unpaired from the powerline adapter connected to your router.

Pairing the cylinder

In the case that the cylinder does not automatically pair to the powerline adapter or connection to an existing homeplug AV network is desired, please follow the steps below to pair the cylinder to the network.

1. Press the 'pair' button (2)  on the TpLink plug (3)

2. Locate the 'Pair' button (1) on the Controller (see bottom left hand side). Use a thin tool to depress and hold the pair button for 1 - 2 seconds.

2. Depress the pair button on the powerline adapter for 1-2 seconds within 2 minutes of step 2.

3. Observe all 3 LEDs as solid green on the powerline adapter.

If the above steps do not work to re-establish an internet connection, try turning off the power to the cylinder at the mains, not through the power button on the gauge.

You can also watch the following video for a walkthrough of pairing your cylinder and advanced troubleshooting. 

What will happen to my heating schedule if the cylinder loses internet connection?

1. Your cylinder will continue to heat according to the last schedule set when there is an internet connection.
2. You can continue to boost your cylinder via the gauge without an internet connection.

Why won't my cylinder heat up above a certain %?

When operating in indirect mode – for example, with a gas boiler – the boiler heats the fluid, which passes through a coil inside the Mixergy cylinder to transfer the heat to the water inside the cylinder. If the gas boiler’s target temperature is too close or lower than the Mixergy’s target temperature, the gas boiler will not be able to deliver sufficient heat to the Mixergy cylinder. This is called boiler short cycling. To avoid this, you should increase the gas boiler temperature and/or reduce Mixergy’s target temperature.

When operating in direct electric mode, this could be caused by the immersion thermostat being set too low, resulting in the thermostat tripping prematurely. You can resolve this by turning up the immersion thermostat.

I don't have any hot water

If your cylinder is not heating up, it could be oneof several causes.

1. Power: Ensure that your cylinder is plugged into a mains socket  and turned on.
2. Schedule: Check the schedule if set through the App.
3. Heat source: It may be that your heat source is not working. In this case, you should consult the instructions provided by your boiler, heat pump, or solar manufacturer.

If the heat source is not the issue, then it may be one of the following:

1. Cold main off: Please check if the stopcock is closed and open it if needed.
2. Strainer blocked in the inlet control group: You might need to isolate the water supply, strip, and clean the strainer.
3. Inlet control group may be fitted incorrectly: Verify if it’s fitted correctly and refit if required.

We recommend that these issues are addressed by an installer. If unsure, please contact our technical support. 

My cylinder heating outside of the schedule

This could be due to one of the following:

1. The cylinder may have been boosted from the gauge or the App, overriding the schedule.
2. If you set ‘maintain levels’ within the App, your cylinder will automatically begin to heat when the water level drops below the minimum parameter.
3. If you have solar PV or solar thermal, your cylinder will automatically heat when surplus energy becomes available.
4. A sterilisation cycle occurs every two weeks. This will heat the cylinder entirely to 100% to prevent legionella growth.
5. If you have automatic heating control, your heating schedule will be automatically optimised and may be altered to assist with balancing the National Grid system.
6. The cylinder runs a frost protection function. If the bottom temperature of the cylinder falls below 5°C, the cylinder will heat up until the bottom reaches 15°C. You can disable this function in the cylinder settings on the App. 

Why is my cylinder not following the schedule

1. If you have a sense cable connected, your cylinder will ignore its schedule.  Your cylinder will start to heat up when the cable becomes live and will stop when the cable is no longer live. To disable the sense cable in the app, click on the Schedule tab, click on the cog icon on the top tool bar, click “Ignore automatic off-peak sense and follow schedule”.
2. If you do not have sense cable connected, it is still worth checking the above step, as it could be that the system has wrongly identified a sense cable to be present.
3. If the cylinder has lost internet connection and been powered off and on, it will have entered offline mode and will maintain between 40-50%.
4. If the cylinder is in vacation mode, the cylinder will not follow its schedule until the return date set in the App.
5. If the power button on the gauge has been pressed and held, the cylinder will enter a standby mode and will not heat. Press and hold the button again to continue heating according to the set schedule.

A quick guide to faults, causes and solutions

Mixergy cylinders

Solar X