Domande frequenti

  • 1. Why I don't receive email alerts or notifications from you?

    In 99.9% of cases a problem is on your mail server side. In 99.9% of cases your mail server administrator uses outdated and/or unreliable spam protection technologies. Our specialists have a good experience in the IT, over the years we have met, unfortunately, stubborn administrators who use 'old-school' methods of fighting spam. Among the unreliable methods are methods that evaluate the reputation of an IP based on some kind of invented algorithms. Such services ALWAYS give a false alarm. If your admin uses them be sure that legitimate correspondence will be filtered too. As an example of such UNRELIABLE services is, where they believe they use smart algorithms, while they give 40% of false decisions on clean IPs with good reputation as ours.

    Administrators of private companies or corporations often have that problem of using unreliable anti-spam technologies. As an example, AT&T servers. If you have a mailbox on AT&T servers your legit correspondence will sometimes be filtered and we can do nothing about it, because AT&T admins do not even consider themselves obligated to respond to complaints - as they directly state on their website.

    The worst is Microsoft with their It filters lots of legit correspondence and doesn't ever bouncing about it, which means that we don't know about the problem unless you reported and you don't see your emails from us. You may ask admins of your server to allow the traffic from our domain Microsoft and their Outlook protection lags regularly. If you have your protection from Microsoft Outlook you need to contact them first. Here we quote from the Microsoft response on the problem each time we report it to them: "Please note that lifting the block does not guarantee that your email will be delivered to a user's inbox." As you should understand we can do nothing when a corporation does not guarantee anything.

    Our servers have a 100% positive reputation, they don't send spam (it's technically impossible in our configuration), they are not proxy and no one can use them uncontrollable. Therefore, any attempts to block them is the ignorance of others admins who uses wrong methods of flagging suspicious activities, for example based on reports of users without considering what is the real email is about - that's how Microsoft acts according to multiple reports about their protection that you can read online.

    Note, you might receive some of our correspondence that is coming from different servers, for example, when you contact our support team or notifications about your order.

    If you cannot configure your spam protection then the only solution for you to this problem is to use a different email address. We recommend you to use in association with our service. Google is smart not to filter legit correspondence.
  • 2. No power from iSocket - the outlet on iSocket doesn't work...

    Most likely you expect that power from the wall will go through iSocket into your appliance, correct? Note, the outlet on iSocket is not energized by default. Please see multiple questions about this and related aspects in another section of the FAQ that describes Technical Features of iSocket.
  • 3. I see 'Offline' unit on my account but the actual device is plugged to the wall and has a blue light next to Online. How do I get it back online? Does it not send an alert if it goes offline?

    Online/Offline statuses you see in the 'Location' section are not the same as 'NO POWER' or 'POWER OK'. They only reflect statuses of the mobile network and connection of the unit to the service (of course if your unit is plugged to the wall). It is normal that your unit will be offline from time to time because of dropped connection, maintenance on the mobile networks, temporary degradation in the mobile service, etc. The connection may be dropped for a few seconds or minutes or sometimes few hours, it may be dropped once a day, every 2, 3, 5 days or multiple times in a day. We do NOT send alerts about Offline/Online statuses because IT IS NORMAL BEHAVIOR OF MOBILE NETWORKS in any part of the world and you obviously do not want debug the mobile network in your area. These events are beyond our control, however sometimes we can review what is happening and maybe switch or lock the unit to another network provider if the problem has a regular pattern. We do this when we see abnormal behavior by our internal monitoring system for your unit. You do not need to control this or report us.

    Please ONLY report the Offline status when your unit is not online for a long time in a day and you met this problem often. However, even then in most cases it means that we already reviewed your location and found no solution for that specific location - i.e., all available mobile network in your area works, say, bad. However, it does NOT mean that you have problems - it only means that you will have your unit offline more often. NOTE! There is a specific mechanism on the iSocket that will bring the unit back online from any possible network failures. This is an awesome mechanism that we implemented based on our 10+ years’ experience in this filed. The flowchart of this algorithm is 2 meters length when printed. We call this iSocket® Online 24/7 and you have that feature included to your plan by default.

    The blue light on the unit has multiple modes to show the network statuses and we do not bother customers with all details about this LED as they are complex. With this new Plug-and-Go iSocket where the connection is fully automatically and controlled by smart algorithms you do not need to care about how the light is blinking. We reserve this for our own debug purposes when we need to communicate with you about serious connectivity issues.

    Note the next logical things. If your unit is unplugged from the wall, it will eventually be offline. When power has failed your unit will eventually be offline. When unit is offline regardless of the reason, yes, you cannot manage your unit (for example, check the temperature). The fact that you see Online/Offline statuses is an adds-on - you see more information as it would be in the case of just "blind" unit managed by SMS. So please treat that information correctly according to the above description.

    We reserve the right to remove Online/Offline statuses information in the future if we see that many customers confused because of that adds-on.
  • 4. I see the unit 'Offline' and can't check the power. How Offline/Online statuses and power alerts are related?

    Please see details about the 'Offline' status in another question of this FAQ first. It is important to understand what the 'Offline' status means and why it happens first - please read it there.

    So, if the unit is offline due to a break on the mobile network and a power outage happening, a proprietary feature of iSocket will be trying to get the unit back online to report that outage. It will keep the event recorded in a queue and will notify you once the unit is online again. The algorithm is extraordinarily complex and fitted with multiple factors we collected for 10+ years in this field. We do all the best possible to get you alerted. We invented this technology and brought it to the world so be assured we know how to do it better than anyone else.

    From the hardware point of view, we use a high-capacity battery for these purposes (this subject is covered in other FAQ questions), so that the unit may continue trying for a few hours. However, in unfortunate scenario when the network outage was of a long duration so that the battery is fully flat, you will not get the alert. For this we can do nothing as mobile network outages are out of our control. However, the good news that we will report you when power is restored!

    Additionally, if you are concerned about the power status on your remote location in a specific time, you can log into your account and check it. If you see the unit 'Offline' in the 'Locations' section with the power status that says "we cannot be sure what is the status of the power" in the 'Monitorings' section, then you have a network outage (this status is actually explained in the additional help under the question mark for the status - please always review this information). If you suspect that you have a power outage at the same time when the network is unavailable then the only way to check it by means of other factors (call to the utility company, neighbors, etc.).

    Please treat this correctly. We provide you MORE information than necessary. We do not provide just "the unit is not accessible" status as it would be with the "blind" unit manage by SMS only where you do not know the reason. This new iSocket provides you more insight information as you can distinguish mobile networks breaks and power outages separately. We call this feature Real-time Сonnection Status and it is included to your plan by default. And only one case does not provide unambiguous information about the state of the power - when the mobile network is failed. No one device can tell you remotely if there is power in such cases as this is logically impossible. That's where iSocket is the best with its iSocket® Connects Anywhere and iSocket® Online 24/7 features that are included to your plan by default.

    If you often see power restore messages without being notified about power outages, please contact us to review logs of your unit. Please only contact when you see this happening often, otherwise we do not have enough logs to get a clear picture of the problem and our response will be common: "Please wait until this happens a few more times".
  • 5. Temperature in my room is not the same what I see from iSocket

    Our first question to ask: which sensor do you compare with and where is it installed? Temperatures in a room are not constant and even in a couple feet from different points temperatures will be different. Temperatures will be different even if two temperature sensors are located in a few inches (centimeters) from each other.

    We uses precise digital sensor element inside our sensors - one of the best temperature element in its class (±0.5°C accuracy within a 'normal' range). We do not average or manipulate the values obtained from the sensor element apart from the conversion to Fahrenheits when applicable. We show you the real value and it is precise value you have at that particular point where the sensor is located. Moreover, the value is very dynamic - you can test this by holding the sensor with your fingers and see the temperature change in just a few seconds. This will be the real value - more real than any other system with a hidden sensor will show you. Most systems with thermostats use averaging algorithms because the temperature at different points in the room is different - near the window or heater, near the floor or ceiling - the temperatures will be different.

    Please see this very short Wikipedia article about room and ambient temperature definitions. If you use iSocket Temperature Sensor Ambient it will show you ambient temperature - the actual temperature in any particular point it is installed and this will be true temperature in that point.

    So, what to do then? As you probably already understand the ambient sensor measures the temperature around the iSocket itself. Very often wall sockets are located under the window next to the radiator - this is the worst place due to the a huge dynamic of temperature changes from the window and the radiator. The iSocket itself also emits heat. You should find a neutral location for iSocket with the ambient temperature sensor. Another options is to use iSocket Temperature Sensor Specific. This sensor will work exactly as described above and will provide you an accurate temperature at the point where it is installed but the difference is that thanks to the ten feet (3 meters) cable you can place it at a more convenient point away from the iSocket itself and other sources of heat or cold.

    Any attempts to "tune" the value of the digital sensor element readings are basically attempts to fake the readings to show them the desirable temperature as there is no such things like "the correct temperature" exist in general. The correct temperature is the one you like to see or trust to. Attempts to correct the correct readings rather than change the installation conditions will only make the situation worse. However, if you still want this kind of "calibration", then we can do it for you. Let us know how much less or more degrees Celsius you wish to have from the value you see now and we will "calibrate" the sensor.
  • 6. Ho un problema con la misurazione della temperatura. iSocket indica una temperatura superiore a quella effettiva.

    Ricordate che il calore dai componenti elettronici all'interno del dispositivo può influenzare la misura della temperatura per i modelli con un sensore di temperatura integrato. Ecco perché usiamo la calibrazione con il comando SMS TEMPCAL per i modelli con sensore di temperatura integrato. Dovreste cercare di capire cosa è meglio per la calibrazione vostre condizioni. Se avete bisogno di una soluzione per il monitoraggio della temperatura di precisione a distanza, controllate iSocket Environment Pro.
  • 7. You say your sensor is ±0.5°C accuracy but I see a big difference!

    Please see adjacent questions about what means ambient and room temperatures. Here we will explain more what means ±0.5°C accuracy. The accuracy of ±0.5°C means that if you take two sensor and place them both along with each other (no space between) in the environment of, say, 0.5°C the one may show you 0°C (0.5-0.5) and another 1°C (0.5+0.5). So you have 1°C difference or 1.8F (F=9*C/5). If you now place them in a few inches (centimeters) from each other, say 5" or 10 cm you may have different temperatures, because of multiple factors as the temperature in the point 'A' and the point 'B' in 5" (10 cm) is already different and thus you may have, say, 2C difference easy, where 2C means 3.6F. If you want to compare our sensor with some other sensor you would be better to do this when both are set in Celsius, but this comparison make little sense as there is no such terms like "the correct temperature" exists in general. We may bias values you see from the sensor - to make a so called calibration - for you if you tell us what difference you would like to see. This should be done in Celsius.
  • 8. Ho collegato un carico pesante al mio iSocket e ora ho il problema che la presa è sempre accesa/spenta. Cosa posso fare?

    Il sovraccarico può danneggiare i contatti del relè all'interno della presa. In tal modo, i contatti sono saldati insieme, ed è per questo che potrebbe essere sempre accesa o spenta. E' molto probabile che sia necessario sostituire il relè all'interno di iSocket. È possibile restituire il dispositivo per la riparazione. Se pensiamo che i contatti del relè siano danneggiati a causa del surriscaldamento, le addebiteremo i costi di riparazione e di trasporto, poichè non si tratta di un caso di garanzia, ma i danni sono stati causati da condizioni operative non corrette.
  • 9. L'indicatore OUT è acceso, ma non c'è corrente sul dispositivo collegato all'iSocket.

    Se l'indicatore OUT cambia stato quando inviate un messaggio ON o OFF, ma non sentite un "click" dal relè e l'alimentazione non arriva all'apparecchio collegato ad isocket, allora il motivo più probabile è che un relè o un fusibile all'interno del dispositivo è danneggiato, ad esempio a causa di un sovraccarico, di un corto circuito all'interno del dispositivo collegato, o di sìoscillazioni dovute al consumo di energia all'interno dell'apparecchio. Questo a volte si verifica anche se utilizzate il dispositivo in condizioni di bagnato o freddo, o in luoghi in cui sono presenti elementi chimici nell'aria (ad esempio l'acido della batteria). I clienti non sono autorizzati a cambiare i fusibili da soli. Se il dispositivo è ancora coperto da garanzia e le condizioni di utilizzo vengono rispettate, potete restituire dispositivo per RMA. Quando un cliente restituisce il dispositivo con questo tipo di guasto, controlliamo lo stato dei componenti metallici (contatti, portafusibili, cavi, etc.) all'interno del dispositivo per un'eventuale corrosione (cambiamento di colore, ossidazione, ecc) ed eseguiamo altri controlli. Se riscontriamo che sono state violate le condizioni d'uso, il cliente potrebbe pagare per la riparazione e per le spese di rispedizzione, oppure ci autorizza ad usare l'unità senza restituzione. Se il guasto è causato da un difetto di fabbricazione, lo ripariamo e lo rispediamo al cliente gratuitamente (soggetto ad ulteriori condizioni secondo Termini d'Uso e Termini di Garanzia). Vi preghiamo di contattare il nostro team di supporto per i dettagli, se desiderate restituire l'unità per l'RMA.
  • 10. Ditemi di più sulla vostra procedura RMA (come elaborate una garanzia), quando rivendico un guasto del dispositivo.

    Verificate le condizioni di garanzia complete su questa pagina. Potete anche trovare alcune informazioni utili in altre risposte in queste FAQ. In pratica, la procedura di RMA è composta dalle seguenti fasi: 1) Il cliente contatta il nostro supporto e noi cerchiamo di contribuire a risolvere il problema senza la necessità di restituire l'unità, se, ad esempio, il problema è causato da un equivoco in configurazione. 2) Se non è possibile risolvere il problema in remoto, forniamo un indirizzo per il reso. Il cliente può inviare il prodotto per RMA con qualsiasi metodo di trasporto che preferisce. 3) Durante la procedura di RMA, eseguiamo diversi controlli per assicurarci che le condizioni di impiego siano state rispettate. 4) Se riscontriamo che sono state violate le condizioni d'uso, il cliente pagherà sia per la riparazione che per la spedizione, o in accordo distruggeremo l'unità senza restituirla. Se il guasto è causato da un difetto di fabbricazione, ripariamo il prodotto e lo restituiamo al cliente gratuitamente (soggetto ad ulteriori condizioni secondo i Termini di Utilizzo e i Termini di garanzia). Vi preghiamo di contattare il nostro team di supporto per i dettagli, se desiderate restituire l'unità per RMA.
  • 11. I couldn't find the answer to my question

    If you have an account for your Plug-and-Go iSocket you may find more questions under 'Support' section on your account. Please review 'I have a problem' and 'User Manual Instead' sections there.

    If you have iSocket of the previous generation without built-in connectivity please check Support Resources for user manuals or this FAQ section that covers old products (before Plug-and-Go iSocket generation, before 2021).