Help & Support

Napoleon Home - Mobile Application

Setup:

Q: Why can't the app find the device during the setup process?

If you receive the "No devices found" message during the setup process, try the following:

Ensure the device is plugged in - Ensure that the device is plugged into a power outlet and powered on.

Press the connection mode button - Although the device goes into connection mode after plugging it in for the first time, connection mode times out after 5 minutes. If it has timed out, find, and hold the connection mode button or press the rest network button on the device to re-enable connection mode. See the "Where is the connection mode button located?" section for more information.

Device isn’t compatible with Napoleon Home - Ensure that your product is compatible with the Napoleon Home platform. To see a list of compatible products, click here.

Q: Why were no Wi-Fi networks found during the setup process?

Check that you are connecting to a 2.4 GHz network - Napoleon Home products connect only to a 2.4 GHz network, while routers sometimes have both 2.4 GHz and 5 GHz bands.

To determine what type of network it is, a 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name or no designator at all. A 5 GHz network sometimes has "5G," "5g," 5GHz," or "5" appended to the end of the name.

Check that you are not connecting to an enterprise network - Napoleon Home compatible products will not work on enterprise networks that require a username and password, browser, or landing page. Some examples are business, airport, and hotel networks.

Ensure the Wi-Fi router is working and has internet access - Internet access is required to setup the device, so check your router to make sure it is working properly and connected to the internet.

Q: Why do I have to provide my Wi-Fi password to the device?

For your device to connect through the internet, it needs to connect to your Wi-Fi network just like your computer or smartphone would.

Q: Why is Bluetooth required to connect my device?

A Bluetooth connection is required when setting up the device for the first time to make the onboarding process faster and more stable. This allows the device to receive the Wi-Fi credentials from your phone though Bluetooth without having to disconnect from the phone.

Q: Do I have to name my device?

No. If a name isn’t entered, it will default to DeviceName-XXXX, where "Name" is the Name of the product and XXXX is unique identifier containing letters and numbers.

Connectivity:

Q: What is the difference between "Online", "Local control", and "Offline" modes?

Icon: Online Mode

Online mode - In this mode, both the product and your smartphone are connected to the internet. Your smartphone is connected either to a Wi-Fi or cellular network and your Napoleon device is connected to the Wi-Fi network that it was setup with.

Icon: Local Control

Local control mode - When the Napoleon device and your smartphone are connected to the same network and the Wi-Fi connectivity goes out, the device can still be controlled locally. Note that some functionality requires cloud connectivity and will be lost.

Icon: Offline

Offline mode - The device is not connected to the Wi-Fi network it was setup with.

Q: Why is the device not staying connected or appearing "Offline"?

If you are experiencing issues with your device going offline or the device not being responsive to control changes, try the following troubleshooting steps:

  1. Check your Wi-Fi router. Ensure that it is functioning properly and there is a stable internet connection. A working router without internet connection will work with in "Local Control" mode limited functionality, but the device must be on the same network as your smartphone.
  2. Force quit the app and reopen it.
  3. Log in and out of the app.
  4. Delete the device and re-add it.

Q: How can I change the Wi-Fi network my product is connected to?

To change the Wi-Fi network that your product is connected to, you will need to remove the device and add it again. To do this:

  1. Press the settings icon on the top right of the app when on a device page. Then select Delete Device.
    Note: this will remove the device from your account and erase any settings that were saved on it.
  2. Hold the connection mode button on the device to re-enable connection mode or select the reset network option on your device if available.
    Please note: The device will remain in connection mode for 5 minutes and will need to be re-enabled by turning the device on/off.
  3. On the device list page, press Add a Device if no device has been added or press the "+" icon on the bottom right of the screen if there is already a device added.
  4. Go through the setup process, selecting the new Wi-Fi network.

Q: Do I always need to be connected to both Bluetooth and Wi-Fi when using the device?

No, you only need be connected to Bluetooth when adding the device to the Napoleon Home app or when utilizing Bluetooth only device communication if supported.

Q: When using the Napoleon Home app, what is the operating range?

When both your smartphone and device are connected to the internet, there is no limit to the control range. The device can therefore be controlled or monitored from anywhere.

In the situation that there is no internet connection, and both your smartphone and device are on the same Wi-Fi network, you can still use the app through by using local control mode.

Some devices also support Bluetooth only connection in the absence of Wi-Fi connectivity.
Note: because there is no connection to the internet, some functionality may be lost.

Privacy & notifications:

Q: What permissions does the Napoleon Home app request?

Push notifications - The Napoleon Home app uses push notifications to keep you in-the-know about when an event is triggered on your Napoleon device. This can range from a set temperature being reached to a safety shut-off being triggered.

Bluetooth access - Allows the Napoleon Home app to send Wi-Fi credentials to your device when setting up.

Location access - Allows the Napoleon home app to enable certain device specific functionality and provide support with the use of our products.

Q: What are push notifications and how do I enable/disable them?

A push notification is a message that pops up on your phone, even when the Napoleon Home app is minimized. The Napoleon Home app uses these to keep you in the know when an event is triggered on your Napoleon device- anything from a set temperature being reached to a safety shut-off being triggered.

While it is recommended that you keep notifications on (we only send device related notifications), you may turn them off in the main settings of your smartphone. Keep in mind, you will still receive these notifications within the app.

Q: What personal data is collected and how is it used?

Napoleon only collects the minimum amount of data required to enable device functionality and to provide continuous product improvements. Please refer to the Privacy Policy for more information.

Napoleon Home Account:

Q: How can I create a Napoleon Home account?

You can create an account in two ways:

  1. Register a Napoleon account - On the Welcome page of the Napoleon Home app, select Register and fill out the required fields.
  2. Register through Google, Apple, or Facebook - If you select one of these options, the selected service will provide your email address and name to Napoleon Home. Your password will not be shared with Napoleon.

Q: Why do I need to create a Napoleon Home account?

As this is an internet connected device, an account ensures that only authorized users have access to your device and that data is transmitted to the right account, regardless of the device used.

Q: How do I reset my password?

You can reset your password in one of two ways:

  1. On the Welcome page of the Napoleon Home app, select Register followed by I forgot my password.
  2. If you are logged in and want to change your password, go to the Side bar by swiping right from the left side of the screen on the Devices page. Then, select Account and Reset Password.

Note: If you created an account through Google, Facebook, or Apple, you will need to reset your password through their service. These passwords are not accessible by Napoleon.

Q: How do I edit my Napoleon Home account info?

  1. Go to the Side bar by swiping right from the left side of the screen on the Devices page.
  2. Select Account and change the fields as required.

Q: Can multiple Napoleon Home accounts connect to one device?

At this time, only one account can connect to a device at a time. To change accounts, the device will need to be deleted from the current user and re-added by another user’s account. See the “How do I remove a device from my account?” FAQ section.

Q: How do I delete my Napoleon Home account?

If you choose to delete your user account, go to the Side bar by swiping right from the left side of the screen on the Devices page. Then, select Account and Delete Account.
Note that all Napoleon devices connected to your account will become disconnected.

Napoleon Home App:

Q: How do I update the app to the latest software version?

To update the Napoleon Home app, go to the Google Play Store or Apple App store to download the update.

Q: How do you download the Napoleon Home App?

To download the Napoleon Home app, go to the Google Play Store (Android devices) or the Apple App store (iOS devices) on your smartphone and search for the app. Then, download the app.

Q: How much data does the Napoleon Home app use?

The Napoleon Home app uses very little data, so it should not be a concern. Expect no more than 100MB of data usage per month for a frequently used device.

Q: How much battery does the app use?

The app will consume a small amount of power when compared with other popular apps.

Q: Can I use the app in a different country?

Currently, Napoleon Home devices can only be installed in North America. The app, however, can be used in most countries to control and monitor the device remotely.

Q: How do I remove a device from my account?

Press on the settings icon on the top right of the device app interface. Then select Delete Device.
Note: this will remove the device from your account and erase any settings that were saved on it.

Q: What smartphone operating systems are compatible with Napoleon Home?

The following devices and operating systems are supported by Napoleon Home:

  • iOS: Requires iOS 14.0 or later.
  • Android: Requires Android 7.1 or later.

Q: Can I use Napoleon Home on a tablet or computer?

The Napoleon Home app only works with compatible smartphones.

EQHub Smart Thermostat - General FAQ:

Q: What is the purpose of installing the outdoor temperature sensor?

The purpose of the outdoor temperature sensor is to get a more localized reading for the outdoor temperature, or if internet connection is unstable. A localized outdoor temperature reading enables a more personalized switching of heat sources for greater savings.

Q: What are the different Hybrid Heating modes and how do they work?

Low Cost: Satisfy your heating demands using the lowest cost available fuel source.

Comfort: Satisfy your heating demands with any available fuel source to prioritize your comfort levels, always keeping your home as close to your desired set point as possible.

Green: The values in your green switching table are formulated to help prioritize GHG savings and reduce your carbon footprint when satisfying your heating demand.

Nighttime: Run quiet operation of your unit at night, limiting fan speed and utilizing low stage heating for as long as possible.

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. Discuss with your account executive for applicable regions.

Q: How do the remote indoor sensors work?

When paired with a thermostat, the thermostat will calculate the average temperature of all the sensors in the occupied state as a reference. If there is no one in the room where the sensor is located, that sensor will not participate in the calculation. You can also set the indoor remote sensor as the main sensor or to only participate in the calculation of the average temperature. (Only one sensor can be set as the main sensor at a time).

Q: How does my thermostat know what fuel to use in low cost hybrid mode?

The thermostat checks the outdoor temperature and depending on the outdoor temperature it determines the efficiency and power consumption of the heat pump. The thermostat assumes a baseline efficiency for the furnace. It then checks the rates for gas and electricity, then runs the system with the lowest cost option.

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. This feature is not available outside these regions. Discuss with your account executive for applicable regions.

Q: How does my thermostat know what fuel to use in green hybrid mode?

The thermostat will run the heat pump until the temperature balance point (heat pump capacity is equal to building load). This results in greater GHG savings.

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. This feature is not available outside these regions. Discuss with your account executive for applicable regions.

Q: How are the savings calculated?

Savings for heating are calculated using your furnace as a baseline. Whenever you use your heat pump it calculates how much you saved by using your heat pump instead of your furnace. Savings for the cooling side are calculated by comparing the use of your heat pump to the use of a baseline air conditioner.

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. This feature is not available outside these regions. Discuss with your account executive for applicable regions.

Q: How often are the fuel rates monitored and switching tables updated?

When a new user installs their thermostat the initial switching table would be automatically updated within a few days of install. After the initial switching table utility rates are checked on a monthly basis for any changes. If there is a change in utility rates then the thermostat would receive the updated switching table automatically.

Q: What is geofencing?

Geofencing refers to a function where a user (through the App on their mobile device) sets up a location and radius also known as a geofence and specifies actions when their mobile device leaves or enters set geofence. The thermostat will switch to your set geofence schedule when the app detects your mobile device has entered or exited your set radius.

Q: My thermostat is showing a message for updates. Why?

We are always looking for feedback from you to improve user experience. If you don’t like something about the device then we will work to resolve it and update your device. Once an update is ready the device will automatically update.

Q: How do I see how much money I am saving or GHG emissions I am reducing?

On the main screen of your App, click on the ‘green leaf’ icon at the top right of the page. From here scroll down to the savings cards to view your respective savings.

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. This feature is not available outside these regions. Discuss with your account executive for applicable regions.

Q: Will I receive phone notifications for when to replace my filter or UV light?

Yes, when reminders are set on the thermostat device, the App will receive and display notifications to remind you to change your filters. Your thermostat will also display a reminder. Remember to select ‘Replaced’ after you have replaced your filter or UV light for the reminder to reset.

Q: What does the cost savings mean on my App?

The cost savings displayed on your App represent the amount in $CAD that you are saving by using the hybrid heating system against a conventional system (Furnace + Air Conditioner).

Note: If the thermostat is not being used as part of a hybrid heating system in regions setup for automatic Hybrid Heating, then switch point temperatures need to be manually setup. This feature is not available outside these regions. Discuss with your account executive for applicable regions.

Q: How can I see my yearly product usage and costs through the App?

This feature is not included on the current product release.

EQHub Smart Thermostat - Troubleshooting:

Q: Thermostat not showing on App devices to connect?

  1. Ensure permissions for nearby devices is allowed.
  2. Ensure location services and Bluetooth are enabled on the device and for the Napoleon home App.
  3. Ensure thermostat is in pairing mode by clicking on the Wi-Fi icon on the device and selecting 'Reset Network'.

Q: What do I do if the Thermostat becomes disconnected from Wi-Fi?

The system will default to furnace use when there is no outdoor temperature detected from the sensor or Wi-Fi. If there is no reconnection after 15 minutes, navigate to the Wi-Fi connection page by clicking on the Wi-Fi icon symbol on the home page, select 'Reset Network' and re-add the device through the App.

Q: Why is my Heat Pump running continuously?

At colder outdoor temperatures the building heat loss may be close to the heat pump full output. The Hybrid Heating system will reduce utility costs and thus may run the heat pump over other heating appliances.

Q: How do I override my Furnace or Heat Pump if they have an issue running?

Thermostat: On the main screen of your thermostat click the menu button at bottom center of the screen. From here go into 'System', click on 'Heating Options', click on 'Heat source' and select your preferred heat source from the options.

App: On the App, click on 'Settings', select 'Heat source' and choose your preferred heat source.

Q: What happens if I lose internet connection and I don't have an outdoor sensor?

To enjoy the full benefits of a hybrid system, access to your outdoor temperature is required. In the event the device loses access to an internet connection and no outdoor sensor is connected or detected, the thermostat will use your furnace as the default heating equipment.

Q: What do I do if I have new Wi-Fi router, or my Wi-Fi password changes?

If the Wi-Fi credentials change you will need to re-add the device through the App and reset the Wi-Fi on the Thermostat. Within the App press 'add device' and select the Thermostat from the found devices. After this the user will be prompted to select a Wi-Fi network and enter credentials. The device should now be connected. Please follow the instructions provided in the Thermostat product manual for further clarity.

Stylus Elite:

Q: Where is the connection mode button located?

Imagen
Connection Mode Button

Stylus Elite - When the device is plugged in, hold the button for 8 seconds to enable the device connection mode. The ember bed of the device will flash 10 times.

Q: Can I use the fireplace without a smartphone?

Yes! You can use the included IR remote or control panel buttons located on the fireplace to change the fireplace settings. Note: the digital weather display will not function if the fireplace is not connected to a Napoleon Home account. If the weather display has been added and the fireplace is connected to a Wi-Fi network, it will continue to work but the brightness or units cannot be changed without the app.

Q: Why is the weather display not updating?

  1. Make sure that the device was added to a Napoleon Home account. The Weather display requires an internet connection to work.
  2. Ensure that your Wi-Fi network is connected to the internet. Contact your internet service provider (ISP) for assistance with this.

Q: How do I change between Fahrenheit and Celsius?

To change temperature units, press the settings icon on the top right of the Stylus Elite interface. Then select °C or °F.

Q: Do I need to set a time zone and location?

No, when connected to Wi-Fi, the Stylus Elite will detect your approximate location based on the IP address and update the time zone and local weather automatically.
Note: If you use a VPN, the incorrect location may be detected.

Q: Can the weather display be controlled independently of the fireplace?

Yes, the brightness can be controlled through the Napoleon Home app independently of the fireplace.

Q: What kinds of devices is the wireless charger compatible with?

The Stylus Elite fireplace has a 10W, Qi-BPP standard wireless charger. Please confirm that your device has wireless charging functionality and that it is compatible with the power output and standard.

Q: How do I update the device firmware?

The device firmware will update automatically when an update is released and the fireplace is turned on. An update message may appear on your app during this time.