Ion System Control Frequently Asked Questions

Expand All

How do I setup the TP-Link Wireless Access Point?

The Wireless Access Point is pre-configured from the factory and does not require any changes. The cable should be connected to your existing internet connection via the CAT5 cable provided in the box. It should be connected to the WAN port on the TP-LINK® router and to an open LAN port on your existing router.

Will I be able to use my existing wireless router to connect to Ion System Control?

Yes, most home routers are compatible with the Ion System Control. If you have any issues connecting to your home router, your dealer can recommend a router or supply you a TP-Link wireless router. The Ion System Control only supports WPA2 personal or open encryption. If your router supports WPA2, consider replacing your router or ordering the TP-Link Wireless Access Point from your dealer.

Can I connect other devices at my home using the TP-Link Wireless Access Point?

You should not use the Wireless Access Point as a connection for anything but the Ion System control. Do not connect any device to the LAN ports on the back of the TP-LINK® Wireless Access Point.

Why can't I access the administrator functionality on the TP-Link Wireless Access Point?

The Wireless Access Point has been configured to specific settings to ensure reliable connectivity to your Ion System Control. To maintain proper functionality and reliability, the administrator functions are not available to the home owner.

Is there a monthly fee for remote access functionality?

No, the remote access functionality is available free of charge.

How do I setup wireless connection on the Ion System Control?

Go to the Menu, touch the Down Arrow, and select Wireless. Touch the Enabled button, and then touch Setup a Wi-Fi Connection. Next, touch "scan for available access points". Select the desired network or if using the TP-Link Wireless Access Point, look for a network name called "MyHVACXXXXXX", where the X's are the last 6 digits of the Wireless Access Point's MAC address. Next, touch the white blank to enter the encryption key. The encryption key is printed on a sticker located on the bottom of the Wireless Access Point. You will see a message on the control telling you if the Ion System Control has connected.

How do I test if the Ion System Control is connected to the Wireless Access Point?

Go to the Menu, touch the Down Arrow, and select Wireless. Next, touch View Remote Access Status to see the Network Status and the My Ion Server status. The Network status will display Connected if the Ion System Control is connected to the local Wireless Access Point.

What mobile apps are available?

There are applications available for the iPad®, iPhone®, Android, PC and Mac®. The My Ion app is available for these devices.

What are the version requirements for the apps?

Version requirements for smart phones are shown in the app download area of the Apple App Store® and Google Play Store.

Can I use my iPod touch® with the My Ion app?

Yes, the Apple® mobile app is compatible with the iPod touch® (3rd generation and above).

What are the version requirements for the PC and Mac apps?

Adobe® AIR® is required for the PC and Mac apps. Go to http://get.adobe.com/air/ to download Adobe AIR and to view the system requirements.

I'm having trouble updating the My Ion desktop app…

You may see the following screen when you try to update the My Ion desktop app:

Sorry, an error has occurred. This application cannot be installed because this installer has been mis-configured. Please contact the application author for assistance.

To fix this issue you will need to uninstall your current version of the My Ion desktop app, and then install the latest version.

Uninstall Directions for Windows Vista, Windows 7, and Windows 8 Users

  1. Open the Programs and Features screen by clicking the Start button, clicking Control Panel, clicking Programs, and then clicking Programs and Features.
  2. Select My Ion and then click Uninstall.

Uninstall Directions for Windows XP Users

  1. Open the Currently Installed Programs screen by clicking the Start button, clicking Control Panel, and then clicking Add or Remove Programs.
  2. Select My Ion and then click Remove.

Uninstall Directions for Mac OS X Users

  1. Open a Finder window, and click on Applications. If you installed the My Ion desktop app in a folder other than the default, open that folder instead.
  2. Ctrl + click or right click on My Ion and then click Move to Trash. OS X may prompt you to enter your password to confirm that you want to move My Ion to the Trash.

Once you have uninstalled your current version of the My Ion desktop app, install the latest version by doing the following:

  1. Return to the Ion Downloads page.
  2. Click Download My Ion.
  3. Once download is complete, run the program to install.

How do I download the mobile applications?

Visit the Downloads page. There are instructions below the banner with links explaining which software to download for your particular device.

How do I see weather forecast?

The easiest way to view the weather forecast is to touch the weather icon on the Home screen as displayed when you walk up to the control. If you are in the menu and weather screen, there is an option to view the forecast there as well. Ensure you have gone to the weather screen to enter the zip code and verify the control is connected to the internet. May take up to 10 minutes before weather is displayed. The location for weather data is based on this zip code and not the address you entered under location during account creation or if you Edit Location Information under the My Locations tab on the website.

How do I sign in to My Ion account?

Visit the home page and sign in at the bottom of the screen.

How do I register on the website?

Visit the Registration page. Enter the required information on each page. To find this required information, on the wall control, go to the Menu, touch the down arrow, and then select Wireless. On the wireless screen, touch My Ion registration info to access the Serial Number, MAC Address, and PIN.

I forgot my password, how do I recover it?

Visit the Forgot Password page. You will see a screen that will ask for your username or e-mail address. Submitting this information will request an e-mail that will be sent to you with instructions to reset or update your password. The password email is sent to the email address you used when you set up the account.

How do I update my address information?

Before you update any of your account information, you will need to log in to your account.

To change the address where your system is located…

  1. Click on My Locations.
  2. Click on the Edit Location Information link at the top of the area with the gray background.
  3. When you are finished making changes, click on Update, in the bottom right-hand corner of the page.

To change the address where you may be contacted…

  1. Click on My Account.
  2. Click on the Edit Contact Information link.
  3. When you are finished making changes, click on Update, in the bottom right-hand corner of the page.

How do I change the type of notifications I receive via e-mail?

Log in to your account via the website. Click on My Locations tab. In the area with the gray background, at the bottom of the screen, there is a label for Notification Preferences. Click on the link below labeled Edit Notification Preferences. On the next screen, select the desired notification types by checking the boxes. When you are finished making changes, click on Update, in the bottom right-hand corner of the page.

How do I change the e-mail where notifications are sent?

Log in to your account via the website. Click on My Locations tab. In the area with the gray background, at the bottom of the screen, there is a label for Notification Preferences. Click on the link below labeled Edit Notification Preferences. On the next screen, there are two different e-mail contacts available. Enter the e-mail address or addresses where you'd like to receive notifications. When you are finished making changes, click on Update, in the bottom right-hand corner of the page.

The time stamp on one of my messages seems to have occurred in the future, or in the past. Is this a problem?

There are possible conditions when the time stamp on a notification can be off by an hour. This sometimes occurs if a notification is posted around the top of any hour, and there's a slight mismatch between the clock in the Ion System Control and the web server clock. This does not affect any other function of the Ion System Control, or the web applications, other than the notification time stamp being off by an hour.

How do I view the current status of my system?

Log in to your account via the website. Click on My Locations tab. In the area with the gray background, you will see the temperature settings for heating and cooling, along with the current temperature and humidity readings. If using the mobile app, touch Features on the top left corner of the main screen. The current time stamp is shown at the bottom of the dropdown list.

How do I change settings from the website?

Log in to your account via the website. Click on My Locations tab. In the area with the gray background, above the Recent Notifications, there is an orange button labeled Change Settings. Click on this button and an application will open in a pop up window which will appear just like the control on your wall. Make any desired adjustments then click on Menu, scroll down, and click on Sync.

Why is "old" information being shown on the website?

If the time shown on your status screen isn't up to date, click on the refresh button to update the screen. If the information cannot be updated, verify if the control is connected to the internet.

Who should I contact to troubleshoot the Wireless Access Point?

Call the customer care center at 1-877-591-8908

How do I setup the time to synchronize with the web time?

Both the time zone and enabling time synchronization must be done before time synchronization will begin. Once both steps are done, the time on the wall control will synchronize with the web time based on the time zone selected. This is located on the control in the menu under Time/Date

Why can't I log in to my account?

If you've entered your password incorrectly too many times, you'll be required to reset your password. This is done via the website, not via the smart phone app. Click on the Forgot Password link in the login area of the remote access website. A temporary password will be e-mailed to your address used to create your account.

How do I use the desktop app if I don't have an account?

On the login screen of the app, touch or click on Demo in the lower left-hand side of the screen. You won't have access to your control, but you can see some of the menu screens and access features like photo export and scheduling, which can be uploaded to your control via USB.

How do I use the mobile app if I don't have an account?

On the login screen of the app, touch or click on Demo in the lower left-hand side of the screen. You won't have access to your control, but you can see some of the menu screens and access some features.

How do I upload a screen saver?

You'll need to use the desktop app to format the picture so it can be saved to a MicroSD® card and then uploaded to the wall control. If you don't have a Wi-Fi control, or if you don't have a user account, click on Demo in the lower left-hand side of the screen to use a demo of the app. When in Demo mode, you can create a schedule and format a screen saver picture, for use on your control.

Why won't my heat pump run below 10°F?

If you have an *VH8 heat pump, it is designed to work down to 10°F. Below that, the compressor won't start. There's nothing wrong with the unit, this is just a design limitation. If you don't have an *VH8 heat pump, there may be a temperature limit that has been set because the heat pump is not as effective as your back up heat source. This is set by the installer.

What if my router is too far from my control to get a good signal?

We have tested a few range extenders that may be used with your Wi-Fi enabled wall control.

Enabling Ion Networks in Large Applications

My clock changed to a completely different time when I upgraded my software. What happened?

New software upgrades include automatic time synchronization with the Internet; the time zone may not be set correctly.

  1. On the wall control, select the “time / date” option in the setup menus.
    Main Menu

  2. Select “set time zone”.
    Time and Date Menu

  3. Choose the appropriate time zone, and select “save”.
    Set Time Zone Screen

From the "time / date" menu, you can also disable time synchronization, manually adjust time and date when the synchronization is disabled, and setup daylight savings time preferences.

My wall control doesn't work properly after downloading new software. What do I do?

Try these steps in this order:

  1. Cycle power to the wall control by touch and hold a blank spot from the idle screen for 10 seconds. Allow the wall control to go through its startup routine. This may take several minutes since the wall control may attempt to re-install the software upgrade.
  2. If a power cycle does not clear the problem, you can load the wall control software manually. Go to the Downloads page of the www.IonComfort.com website. Near the bottom of the page is the link for the software download process. Follow the instructions at that link.
  3. If the wall control is still not functioning properly, contact the Customer Care Center at 1-877-591-8908, which is available between 8am and 5pm ET, Monday through Friday (holidays may be excluded).
  4. Contact your dealer for more assistance.

It takes a long time to log into the Ion Connect web page and/or to load the My Locations page on my browser. How can I fix this?

The My Ion application downloads the latest information for all systems and locations associated with that account when you first log in to give you quick access to that information. This includes all Notifications that have not been deleted. If the log in process is taking a long time, it is likely being caused by a large number of old Notifications being loaded.

To speed up login's, delete older Notifications, or any Notifications that are no longer needed. Click on the check marks to the left of the Notifications to select those for deletion, and then click on Delete Selected. To delete all Notifications, click on Select All, and then click on Delete Selected. You can set the maximum number of notifications that are saved and selecting the desired number for the list. For accounts with multiple locations, smaller numbers result in a faster page loading on the website.