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Frequently Asked Questions

  • 9. The OUT indicator is lit, but there is no power on the device connected to the iSocket.

    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.
  • 10. I have sent "COMMAND=ON", then checked it with "COMMAND?" and received a response which says COMMAND=OFF,(ON). Why "OFF"?

    COMMAND=OFF,(ON) means that the current value is "ON", because value in brackets () shows the current value.
  • 11. iSocket has stopped responding to all my messages. I am far way from the location. How do I debug remotely and after I’ve arrived at my destination?

    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.
  • 12. The network signal at my location is weak. How can I improve it, or can I connect an external antenna to the iSocket?

    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).
  • 13. I have added my number with the command SECNUMBER++123456, but it says wrong number. What's wrong?

    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.
  • 14. When I make mistakes iSocket reports codes at the end of the error message. What do these codes mean?

    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.
  • 15. Sound from microphone is noisy. What can I do?

    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.
  • 16. Please tell me more about your RMA procedure (how you process a warranty) when I claim a fault in the device.

    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.
  • 17. I have configured free of charge options for calls. The unit calls me back, but when I ignore the call (either drop it or wait for 20 seconds until iSocket hangs up the phone), it goes to the voice mail on my phone and leaves a 2 -3 minute message, which is a 2 – 3 minute outgoing call. What can I do?

    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.
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.