Relay Controller Not Appearing in the App
Likely Cause
The controller is not connected to the gateway via RS485, the RS485 A/B polarity is reversed, or the controller has a duplicate address on the bus.
How to Fix
- 1Verify the relay controller has 12V DC power — the power LED should be illuminated.
- 2Check that RS485 A and B wires are not swapped — reversed polarity prevents detection and is the most common wiring error.
- 3Confirm the controller's RS485 address is unique on the bus — if two devices share the same address, neither will be reliably detected.
- 4In the app, go to Gateway → your gateway → RS485 Scan to manually trigger a new device search.
- 5Use a short test cable (under 1 m) directly between the gateway and controller to isolate whether the issue is the cable run or the device.
- 6For Wi-Fi stand-alone mode, confirm the controller is in setup mode (blue flashing LED) and follow the Wi-Fi Setup guide.
Channel Not Switching — Load Does Not Respond
Likely Cause
The relay channel is not receiving the switch command, the output terminal wiring is incorrect, or the relay itself has failed.
How to Fix
- 1Confirm the controller has 12V DC power at its input terminals — no power means no channels can switch.
- 2In the app, tap the channel and use Manual Control to attempt a direct switch — observe whether the channel LED on the controller illuminates.
- 3If the channel LED illuminates but the load does not respond, the fault is in the wiring or the load itself — not the controller.
- 4Verify the load cable is connected to COM and NO, not COM and NC — loads wired to NC will behave in reverse.
- 5Measure voltage at the COM and NO terminals with a multimeter when the channel is energised — you should read 12V DC.
- 6If the channel LED does not illuminate when switching from the app, the relay may have failed — contact HPzenAi support for channel-level diagnosis.
Schedule Not Running at the Correct Time
Likely Cause
The controller's internal clock is incorrect due to a wrong time zone setting, or the schedule was not saved correctly to the controller.
How to Fix
- 1Open the relay controller in the app, tap Schedules, and confirm the schedule is listed with the correct start time, duration, and days.
- 2Verify the controller time zone is set correctly: Device Settings → Time → Time Zone.
- 3Check the schedule is enabled — a greyed-out or toggled-off schedule will not execute.
- 4Confirm the correct channel is assigned to the schedule.
- 5Delete and recreate the schedule if the stored data appears inconsistent — tap Save after recreating.
- 6If sunrise/sunset-based schedules are drifting, confirm the gateway's location is correctly set: Gateway → Settings → Location.
RS485 Bus Not Detecting Controller After Adding to Existing Bus
Likely Cause
Address conflict with an existing device, missing termination resistor, or daisy-chain topology broken by a branch connection.
How to Fix
- 1Power off all devices on the RS485 bus and connect only the new controller to the gateway for the initial address assignment.
- 2Scan from the app with only the new controller connected — confirm it is detected at its default address (usually 1).
- 3Assign the new controller a unique address that is not used by any other device on the bus.
- 4Reconnect all devices and re-scan — all devices should now appear with their unique addresses.
- 5Verify the bus uses a daisy-chain topology — no star or branch connections — and fit the 120 Ω termination resistor at the last device.
- 6Check the total bus cable length does not exceed 1,200 m at 9600 baud.
App Showing Wrong Channel State (Shows Open When Closed or Vice Versa)
Likely Cause
The controller status has not synced to the cloud, typically because a manual operation occurred during an internet outage at the gateway.
How to Fix
- 1Pull down to refresh the relay controller tile in the app — this triggers an immediate status poll from the gateway.
- 2Check the gateway is online: Main Menu → Gateway — the gateway status should show 'Connected'.
- 3If the gateway was offline during a channel operation, the app state will be stale until the gateway reconnects and syncs.
- 4Restart the gateway from the app: Gateway → Settings → Restart, then re-check the channel state.
- 5If the channel state mismatch is persistent, power-cycle the relay controller and allow 60 seconds for the gateway to re-poll the channel states.
Relay Clicking But Connected Device Not Responding
Likely Cause
The relay is switching correctly but insufficient 12V DC supply voltage or load wiring is preventing the device from operating.
How to Fix
- 1Measure the 12V DC supply voltage at the relay controller input terminals — it should be 11.5–12.5V under load.
- 2If voltage sags below 10V when the relay switches, the power adapter is undersized for the connected loads — check the total current draw and use a higher-rated adapter.
- 3Verify the load's cable connections at the relay output terminals — confirm COM and NO are used, terminals are tight, and the cable is not broken.
- 4Check the connected device (valve coil, motor starter control circuit) for a fault — test the device independently with a 12V bench supply.
- 5Inspect the relay output terminals for oxidation or pitting — corroded relay contacts increase resistance and reduce output voltage to the load.
Controller Offline After Power Interruption
Likely Cause
The relay controller or gateway did not automatically reconnect after power was restored.
How to Fix
- 1Wait 2–3 minutes after power restoration — the controller and gateway reconnect and sync automatically.
- 2If the controller remains offline after 5 minutes, check the 12V DC supply at the controller input.
- 3Check the gateway is online — if the gateway itself is offline, the controller will not appear connected even if it is operating normally.
- 4Any schedules stored on the controller continue to execute locally even during internet or gateway outages — physical valve and device switching is not affected.
- 5Restart the gateway from the app (Gateway → Settings → Restart) if it remains offline after power is restored.
Wi-Fi Connection Dropping Repeatedly
Likely Cause
Weak Wi-Fi signal at the controller's installation location, or the controller is connected to a 5 GHz network that is not supported.
How to Fix
- 1Check the Wi-Fi signal strength at the controller location: Device Settings → Network → Signal Strength — it should be better than −75 dBm.
- 2Confirm the controller is connected to a 2.4 GHz network — 5 GHz networks are not supported.
- 3Move a Wi-Fi access point or repeater closer to the control panel to improve signal.
- 4For persistent connectivity issues at the installation site, switch to RS485 via gateway — a wired RS485 connection is more reliable than Wi-Fi for industrial panel installations.
- 5For XR1, XR2, X1, or X2 models, insert a SIM card and configure cellular APN as a fallback: Device Settings → Network → Mobile Data.
Guided Help Center
9:41
1
Open the HPzenAi app.
Step 1 / 7
Firmware Update Failing or Stalling
Likely Cause
The internet connection at the gateway dropped during the firmware download, or the controller lost power during the update process.
How to Fix
- 1Ensure the relay controller is online and the gateway has a stable internet connection before starting the update.
- 2Do not power off the controller or gateway during a firmware update — the update process takes 3–5 minutes.
- 3If the update stalls at a percentage, wait 10 minutes before taking action — slow connections can cause apparent stalls.
- 4If the update fails and the controller is unresponsive, power-cycle the controller — most models automatically roll back to the previous firmware on a failed update.
- 5Retry the update from Device Settings → Firmware → Update once the controller is back online.
- 6If the controller remains unresponsive after a failed update, contact HPzenAi support for a manual firmware recovery procedure.