Questions about Documentation and Support
– Where can I find the equipment information and documents for the CMS-10R?
➔ You can find Product brochures, data sheets and other documents about the devices and their accessories on our website.
– Where can I find further CMS-10R documents?
➔ User manual
➔ CAD-Files
➔ Datasheets
➔ Service profiles
➔ Product brochure
➔ Release Notes
➔ Accessories
Contacts and support
– Where can I find the CMS-10R user manual, IoT-Portal installation guide, CMS-10R quick start guide and CMS-10R release note?
➔ On the ComatReleco website directly with the products or on the IoT portal under Overview/Documents.
– How can I start a support session?
➔ On your device, you can allow the ComatReleco support team to access your device by clicking on the Start support session button.
Questions about Device installation / Troubleshooting
Device installation
– Who will install the CMS-10R?
➔ The CMS-10R may only be installed by qualified electricians.
– Why is no LED lit?
➔ Mount the antenna and connect the device with the appropriate rated voltage (CMS-10R-D: 110 – 240 V AC / CMS-10R-DA and CMS-10R-DAC: 12 – 48V DC).
– What is the status of the LEDs?
➔ Status LEDs Radio signal
These LEDs indicate the currently used radio standard (2G, 3G or 4G).
The colour indicates the signal strength:
LED not lighting up
Operating mode: Fallback: Event storage on the device
Radio network: None
IoT Portal: not connected
LED flashing orange
Operating mode: Fallback: SMS directly to recipient
Radio network: Poor reception
IoT Portal: not connected
LED lighting up orange
Operating mode: Normal operation
Radio networl: Poor reception
IoT Portal: connected
LED flashes green
Operating mode: Fallback: SMS directly to recipient
Radio network: Good reception
IoT Portal: not connected
LED lights up green
Operating mode: Normal operation
Radio network: Good reception
IoT Portal: connected
➔ Status LEDs Outputs
LED not lighting up
Status: Relay switched off. Relay contact is open
Flashing frequency: —
LED lights up
Status: Relay switched off. Relay contact is closed
Flashing frequency: —
➔ RUN LED
LED not lighting up
Status: The device is switched off or is not working
Flashing frequency: —
LED flashing
Status: The device and the firmware are ready for use and are in operation
Flashing frequency: Slow
➔ STAT LED
The LED indicates the operating status.
LED not lighting up
Status: Normal operation
Flashing frequency: —
LED flashing
Status: Firmware update
Flashing frequency: Fast, flashing
LED flashing
Status: Firmware update/restart
Flashing frequency: Slow
LED lights up
Status: Device shuts down/exits all running tasks
Flashing frequency: —
LED flashing
Status: Device shuts down/terminates connection to even IoT platform and mobile network
Flashing frequency: Fast
➔ Status LEDs Inputs
Digital inputs
LED not lighting up
Status: Input value = logic level 0 (low)
Flashing frequency: —
LED lights up
Status: Input value = logic level 1 (high)
Flashing frequency:: —
Analogue inputs
LED not lighting up
Status: Input level ≤ lower threshold value
Flashing frequency: —
LED flashing
Status: Lower threshold value < input level < upper threshold value
Flashing frequency: Slow
LED lights up
Status: Input level ≥ upper threshold value
Flashing frequency: —
– Are the input and output contacts potential-free?
➔ The inputs are not potential-free and must be supplied with the same potential as the device is fed. The outputs are designed as change-over contacts and are potential-free.
Troubleshooting
– How can measurement errors of the analogue inputs be corrected?
➔ Adjust the Min. and Max. value under the corresponding input according to the deviation (+/-).
– Why is the device not connected?
➔ Check on the unit whether 2G, 3G or 4G is lit and RUN is flashing. Check the Connection status in the IoT Portal under Overview (Connected or not connected: Last connection: dd.mm.yy). Update the connection status with Refresh or F5.
– How can the mobile network connection be improved?
➔ Check the signal strength (2G < -102, 3G < -103.7, 4G < -93.3 dBm) and provider (Swisscom for CH) in the IoT Portal under Overview/Connection/Mobile network. Otherwise install a magnetic base antenna with 2.5m cable or an external antenna with 5m cable and appropriate antenna extension of 5, 10 or 20m.
– Why does it deduct more than one SMS for a message?
➔ A maximum of 160 characters in the GSM standard coding alphabet can be used per SMS message. However, if characters are sent that are not contained in this alphabet (special characters, Greek alphabet, Cyrillic characters, etc.), the system automatically switches to UCS-2 coding. The maximum length of an SMS is now only 70 characters. If the max. length is exceeded, concatenated SMS are sent. One SMS is deducted per segment.
Questions about Application android/iOS
App
– Where can I find the app for the CMS-10R?
➔ The App ComatReleco IoT portal for Android can be found in the Google Play Store and for iOS in the App Store .
– Why am I not receiving push messages on my mobile phone device?
➔ The operating system iOS (at least version 6) or Android (at least version 9) must be up-to-date. The app is available for free download from the Apple Store or Google Play Store.
Questions about the user account
Create account on the IoT Portal
– Which web browser can be used for the ComatReleco IoT portal https://iot.comatreleco.com?
➔ We recommend Google Chrome or Mozilla Firefox. These must be up-to-date (this can be checked under Help/via Google Chrome or Mozilla Firefox). Microsoft Edge from version 83.0.478.64 onwards also works.
– How can I connect to the IoT Portal for the first time?
➔ Log on to the website https://iot.comatreleco.com and fill in all the required fields. With your email and password you will connect to the IoT-Portal. See CMS-10R user manual.
– What kind of password do I have to use?
➔ The password must be at least 8 characters long and consist of a number, a special character, upper and lower case letters.
– Why am I not receiving an email?
➔ Check the device configuration and check the spam filter and firewall settings.
– How can I reset my password?
➔ In the IoT Portal, click the Reset Password button and enter the e-mail address used for this account. You will receive an email with a link to reset my password. By clicking on the link, you can create and confirm a new password.
Home page
– How can I set up or change my account settings?
➔ In the IoT Portal in the top right-hand corner under your name and e-mail address under Account Settings/Profile.
– Where can I change my password?
➔ In the IoT Portal top right, under your name and e-mail address, under Account Settings/Password, or on the IoT Portal home page, at https://iot.comatreleco.com/
– How can I automatically purchase new SMS packages to ensure that the SMS messages are sent (e.g. for connections to telephone servers or alarm servers)?
➔ In the IoT Portal, top right, under your name and e-mail address, under Account Settings/SMS Package. You can activate Automatic purchase, select the number of SMS packages and specify a limit for automatic purchase.
– How can I buy SMS packages for all my devices?
➔ In the IoT portal, in the top right-hand corner, under your name and e-mail address, under Account Settings/SMS Package. You can select the number of SMS Packages.
– Where can I see the invoice for my purchased SMS packages above all devices?
➔ In the IoT Portal, top right, under your name and e-mail address, under Account Settings/SMS Package/SMS Package history.
– How do I have an overview of the equipment?
➔ In the IoT-Portal on the device overview you can see how many devices you have. You can choose between the Device and ist view. Use the search function to search for names contained in the device. The selection of devices can be filtered into My owned devices, My assigned devices and My installed devices.
– How can I add a device?
➔ In the IoT Portal with the Add a Device button you can Set up a new device or add an existing Device With invitation code. See installation instructions.
– How can the view of the inputs and outputs be updated?
➔ In the IoT Portal, press the Refresh button or select F5 on the keyboard.
Service profile
– Which service profiles are available to me?
➔ In the IoT-Portal under Service profile the Owner can choose between three subscriptions (Eco, Standard and Professional) (Link).
– How can I create or change a service profile?
➔ This can only be done by the Owner of the device in the IoT Portal under Service profile/Change service profile. He also has the option of Renewal of the service profile automatically or manually.
– Where can I find the invoice for my purchased service profile?
➔ This can only be viewed by the Owner of the device, in the IoT Portal under Service profile/Service profile history.
– Where can I buy SMS packages?
➔ Only the Owner of the device can do this in the IoT Portal under Service profile/Purchase SMS Packages.
– Where do I see the invoice for my purchased SMS packages?
➔ Only the Owner of the device can see this in the IoT Portal under Account Settings/SMS Package/SMS Package History or under Account Settings/SMS Package.
– What is an event?
➔ An event is an information forwarding via e-mail push message or SMS message. A certain number of events per month is available, depending on the service profile.
– How much does a voice call cost?
➔ Four SMS are deducted from the SMS available account per voice call.
– How much does a pager message cost?
➔ One SMS is deducted from the SMS account per pager message.
Error messages
Mobile payment with the phone not allowed
This message appears when the country of origin of the credit card does not match the country where it is being used. For legal reasons, the European Union requires a double location check. The system reviews the country of origin of the credit card and the location of the IP address. Both must match. If the device is in Switzerland but the card is issued in another country, the payment is rejected for legal reasons. A possible alternative is to use a Swiss credit card within Switzerland.