The ViCare app has stopped connecting to the heating system. What do I do to restore it?

If ViCare does not connect to your heating system, please check the following:

• Open the settings in the ViCare app.
• Scroll to the Devices section and open the Communication module, there you can see the signal strength

Additionally in the "Notification" tab, you can check whether maintenance work is currently being carried out or if there has been a system outage that will be restored.

If there is no failure and no maintenance is being carried out, you can perform the following steps yourself.

If you have a heating system with the integrated WLAN module (newer generation):

• There is a chance that your router has crashed due to other reasons. It is worth checking whether other devices using WiFi are connected to the network
• Poor or very weak signal strength is the most common cause of connection failure and can lead to frequent reconnections. Please try to ensure a better WiFi signal for your heating system by using a WiFi repeater.
• If the above steps did not help, try to restart the communication module in the ViCare app:

1. Open the settings in the ViCare app.
2. Scroll to the Devices section and open the Communication module
3. Click on the button “Reboot communication module”

If you have a heating system that is connected via Vitoconnect (older generation):

• There is a chance that your router has crashed due to other reasons. It is worth checking whether other devices using WiFi are connected to the network
• Poor or very weak signal strength is the most common cause of connection failure and can lead to frequent reconnections. Please try to ensure a better WiFi signal for your heating system by using a WiFi repeater.
• If the above steps did not help, try to restart the communication module in the ViCare app:

1. Open the settings in the ViCare app.
2. Scroll to the Devices section and open the Communication module
3. Click on the button “Reboot communication module”

• If none of these steps have worked then please disconnect the Vitoconnect from the power supply for 60 seconds and then reconnect it (it is a so-called "hard reset").

If all steps did not help, please contact us at the email address: [e-mail]. Please remember to attach a full description of your problem, screenshots, or photos to the message. Please also include your Vitoconnect ID and the serial number of your heating system in the message.