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Frequently Asked Questions

New iSocket for USA is now available! This FAQ is outdated. Go to order new iSocket from www.isocket.us/order. You will find a new FAQ there.
In most cases this is because of the thermostat settings that change the status of the relay according to your settings. Please check your thermostat settings. Also make sure that you do not configure any scheduler to change the status of the relay. Finally check the security setting. Access to your device must be restricted either from specific phone numbers or by password. Try to reset the device to the default and configure it again. See the User Manual for details of the reset procedure for your iSocket.
The most common reason for this is that a number for alerts is not installed or installed incorrectly. In our latest products you can use the command ALERTME to install your number for alerts automatically. Make sure you do not use the "hide my number" setting with your operator, otherwise iSocket will not be able to recognise your number. If ALERTME is not available on your unit, use the command ALERTNUMBER+yournumber to add the number. Your number must start with the international code (e.g. "358" for Finland). See details in User Manual for your product.
Please make sure that number is configured correctly – see the User Manual for your product to see what command must be used to check this number for alerts (for most products it is the command "ALERTNUMBER?"). If you suspect a problem with a battery you may perform a simple test. Connect the iSocket to a wall socket and take it out immediately. If you see that the indicators continue to be lit for the next 5-15 seconds before they extinguish then the battery is OK. Finally, make sure that your product supports power failure alerting and your SIM-card is able to send messages (you may test it in an ordinary mobile phone).
Overloading can cause damage to the contacts of the relay inside the socket. So the contacts have welded together, which is why it could always be turned on or vice versa, turned off. It is very likely that you need to replace the relay inside the iSocket. You can return the device for repair. If we consider that the relay’s contacts are damaged due to overheating we will charge for the repair and transporting costs, since this is not a warranty case, but damage caused by incorrect operating conditions.
No, it is not a malfunction, but it is logic. If you have enabled the Thermostat Function then the relay will follow the settings of the thermostat. Let's imagine you configure the thermostat for a heating system to heat your room up to 15C (59F) and that you enabled the Thermostat Function when the temperature in your room was 25C (77F). iSocket understands that the temperature is higher than 15C (59F) and therefore switches the relay off. You are now trying to turn it on manually (e.g. by sending "ON"). But because the thermostat is still enabled and senses that the temperature in the room is still more than 15C (59F) it will switch the relay off again. There can be no other logic in this case. If you want to manage iSocket manually, you should disable thermostat function.
Please make sure that you have activated the security setting. If not, anyone could turn on your iSocket. Your phone number can be accessed through various public databases or by a simple typing error. The problem of unexpected turning on has never been observed before. But we have had several cases of this issue due to the lack of security settings. Another possible reason why iSocket may change a status of relay is due to thermostat settings that switch a relay according to your settings. Please check that you have configured the thermostat according to the behaviour you expect from it.
Please remember that heat from the electronics inside the device can affect temperature measurement on models with a built-in temperature sensor. That is why we use calibration with TEMPCAL SMS-command for models with built-in temperature sensor. You should try to figure out what calibration is better for your conditions. If you need a solution for precision remote temperature monitoring, please check out iSocket Environment Pro.
If you have a unit manufactured before 2015 you are probably limited to the maximum value of 10 for TEMPCAL. In our updated iSocket HomeGuard we have increased the ability to calibrate the value up to 20 points. However if even this is not enough this means that your environment is special and the built-in temperature sensor is not suitable for you. For precision remote temperature monitoring please check out our new model - iSocket Environment Pro.
If the OUT indicator changes its status when you send an ON or OFF message, but you do not hear a “click” from the relay and power is not provided to the appliance connected to your iSocket, then the most probable reason is that a relay or a fuse inside the device is damaged, e.g. due to overload due to a short-circuit inside the connected appliance, or power consumption fluctuations inside the appliance. This also sometimes happens if you use the device in wet or cold conditions or in places where chemical elements (e.g. battery acid) are present in the air. Customers are not allowed to change fuses by themselves. If your device is still covered by warranty and conditions of use have been adhered to, you may return device for RMA. When a customer returns the device with this type of fault we check the condition of the metal components (contacts, fuse holders, wires, etc.) inside the device for possible corrosion (change of color, oxidising, etc.) and carry out other checks. If we find that conditions of use have been breached, the customer may either pay for the repair and return shipment costs, or allow us to use the unit without returning it. If the fault is caused by a manufacturing defect we repair it and return it to the customer free of charge (subject to additional terms according to Terms of Use and Warranty Terms). Please contact our support team for details if you want return the unit for RMA.
COMMAND=OFF,(ON) means that the current value is "ON", because value in brackets () shows the current value.
Try to call to the device's number. If this works, you will hear a ringing tone or busy signal instead of the "subscriber not available" signal. If you are sure that the device is online, you need to look for other possible problems. One possibility is that the phone number from which you send a message is unauthorised and therefore you will not receive any messages and no action will be carried out. If you have arrived at your destination and discover that the device is plugged in and powered up, but there is still no response, please before unplugging it check the status of the indicators on the unit and remember the pattern in which they light up or blink. It would be a good idea to record a short video on mobile phone. Then, before unplugging it please check how the unit responds to a hidden button. The button is positioned on the front panel of the device, next to the logo. Press this button with a suitably thin object for one to three seconds and release, and see if the status of the output relay has changed. Check if you can hear a "click" from the relay and that you can see that the "Out" indicator has changed. Then try to reset the device to default without unplugging it from the power source. See the User Manual for the reset procedure for your device. Finally, take the unit from the wall socket and observe the behaviour of the indicators. It would be a good idea to record a video for this last step too. All the above information would be very useful for further investigation. Please contact our technical support for assistance.
iSocket Smart Sockets are designed with a built-in antenna with good performance. We also have a unique feature - iSocket Online 24/7 - that checks the presence of a mobile network and helps the unit to be online always. However, a low signal in your area can be an issue. We would first recommend that you check how the unit operates with SIM-cards from different mobile operators available in your area. Then you can try to change the position of the unit: e.g. from perpendicular to horizontal. Each time you change something on the unit, check the signal strength with the command STATUS, and record it. This information will be useful for our support team if you decide to contact us about this issue. You can also try to place it in different locations inside the room. It should also be mentioned that armoured concrete as well as metal can totally block reception, so avoid such locations. In the worst case please consider our professional products from the iSocket Smart Home family, e.g. iSocket Smart Relay - that has an external antenna. And you may even consider connecting an outdoor antenna to it (if so, use cable with an impedance of 50 Ohm).
Please note, you do not need to add symbol "+" twice. The symbol "+" means that you add the number and the symbol "-" means that you remove the number. If your international number is 123456, then you can add it with the command SECNUMER+123456 and remove it with the command SECNUMBER-123456. You should always use the international format of the number with the country code (e.g. "1" for USA or "358" for Finland or "61" for Australia). Do not use "00" at the beginning of the number.
We have reserved these codes for future purposes to create a database for troubleshooting online. It is also possible to use these codes to configure some apps for smartphones to read them for further processing. Please ignore these codes, they are reserved for the future.
iSocket HomeGuard that has an internal microphone can be used for remote room listening. If you hear a noise, try to configure a lower level of microphone with the command MICLEVEL=X. X can be a value between 0 and 15. A noisy mike usually indicates high sensitivity. You would probably prefer to have higher sensitivity to be able to hear from a distance rather than the absence of noise which would reduce the distance you would be able to hear.
Please check the full warranty terms on this page. You may also find some useful information in other answers in this FAQ. Basically, RMA procedure consists of the following steps: 1) The customer contacts our support team and we try to help to solve the problem without the need to return the unit, if the problem is caused for example by some misunderstanding in configuration. 2) If the problem is not possible to solve remotely we provide an address for return. The customer may send the product for RMA by any freight method he chooses. 3) During the RMA procedure we carry out different checks to make sure that the conditions of use have been adhered to. 4) If we find that the conditions of use have been breached we allow the customer to either pay for repair and return shipment or agree that we destroy the unit without returning it. If the fault is caused by a manufacturing defect we repair the product and return it to the customer free of charge (subject to additional terms according to Terms of Use and Warranty Terms). Please contact our support team for details if you wish to return the unit for RMA.
Please note, if you have voice mail on your phone then of course iSocket - like any other "caller" will “hear” a voice message and will try to input to your voice mail. In that case iSocket as a “caller” who calls you will be charged for the airtime that has been used. If you do not reject a call from iSocket, the unit will hang up after 20 seconds itself, but again it will go to your voice mail, since voice mail is enabled on your phone. This is a situation that we cannot control or change, because it is normal procedure – the same as any normal call. You can check if your operator supports disabling voice mail for certain numbers and then you can disable it for iSocket's number. If your operator does not support this option you have to disable voice mail for your phone altogether to be able to use free of charge rebooting or switching with iSocket.
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 serivises ALWAYS give a false alarm. If your admin uses them be sure that legitimate correspondence will be filtred too. As an example of such UNRELIABLE services is www.ipqualityscore.com, 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 incorrectly configuring mail servers (using unreliable anti-spam technologies). An example of this is AT&T servers. If you have a mailbox on AT&T servers your ligit 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. 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. The only solution for you to this problem is to use a different email address.
New iSocket for USA is now available! This FAQ is outdated. Go to order new iSocket from www.isocket.us/order. You will find a new FAQ there.