FAQ

What are the minimum requirements for using SpaceLogic KNX Remote?

A Wiser for KNX (LSS100100) or spaceLYnk (LSS100200) controller in the customer´s installation is required.

ETS users need ETS 5 or 6, the SpaceLogic KNX Remote ETS-App, and the SpaceLogic KNX Remote package.

eConfigure KNX users need version 3.0 or higher of eConfigure KNX Lite, Expert, or Expert Student, and the SpaceLogic KNX Remote package.

Why is SpaceLogic KNX Remote not appearing in ETS?

Ensure the SpaceLogic KNX Remote ETS-App is installed from the ETS App Store. It will appear in the Apps tab after opening a project. See the chapter Installing and Accessing SpaceLogic KNX Remote for more details.

Why can’t I access SpaceLogic KNX Remote after installing the SpaceLogic KNX Remote ETS-App (ETS users) or upgrading eConfigure KNX to version 3.0 or higher (eConfigure KNX users)?

Download the SpaceLogic KNX Remote package from the welcome screen of SpaceLogic KNX Remote in ETS or eConfigure KNX and log in or register in the Cloud. See the chapter Installing and Accessing SpaceLogic KNX Remote for more details.

Why do I need a Cloud account to use SpaceLogic KNX Remote?

• Subscription management: Since SpaceLogic KNX Remote is a subscription-based service, your Cloud account ensures that the subscriptions you purchase are securely linked to you. This prevents unauthorized use and allows you to manage, assign, and reassign your subscriptions as needed.

• Access permissions: When connecting remotely to a customer's installation, the customer must grant you access. Your Cloud account allows them to “add” you to their home or project and assign the necessary permissions. This secure access control ensures that only authorized users can configure or manage their KNX installation remotely.

Can I use my Wiser KNX App account to log in?

Yes, the same account can be used for SpaceLogic KNX Remote.

How do I add my customer’s controller to SpaceLogic KNX Remote?

The controller owner must provide you with access to their controller.

This can be done either in the Wiser KNX Mobile App or in the Management plugin in the controller, as described in the chapter Remote Configuration Access. Once shared, the controller will appear in the list of shared controllers in SpaceLogic KNX Remote.

When sharing access to the controller, the controller owner needs to specify the duration of the access. If you need to connect regularly, it is recommended that the controller owner grants you permanent access. Otherwise, they will need to provide you with access each time you need to access their installation.

Why can’t I connect to a shared controller?

The owner must grant you Remote Configuration Access in the Wiser KNX App or Management plugin.

The detailed steps are provided in the chapter Remote Configuration Access.

What is the difference between Access and Connect buttons in SpaceLogic KNX Remote?

Access opens the controller’s web UI. You will need the controller's username and password.

Connect allows you to open a secure connection between your computer and the customer's installation. It creates a virtual interface for remote project configuration in ETS or eConfigure KNX.

Why can’t I make changes in ETS or eConfigure KNX after assigning a subscription?

You must enable the remote configuration interface by clicking Connect in SpaceLogic KNX Remote and use the displayed IP address in ETS/eConfigure KNX.

Full instructions are provided in the chapter Remote Configuration Interface.

What is the difference between a subscription and a voucher?

A voucher is a digital token received after purchasing subscription. Redeem it to add credits to your wallet. Credits are then used to create or renew subscriptions.

Note that redeeming a voucher does not automatically activate the subscription. You have 365 days to redeem your vouchers after purchasing them; otherwise, they will expire. Once redeemed, the credits will not expire.

What is the difference between monthly and yearly subscriptions?

A monthly subscription gives access to one controller for 30 days and cannot be reassigned.

A one-year subscription for 1, 5, or 25 controllers provides access for 365 days and can be reassigned to another controller once every 30 days.

Five- and ten-year subscriptions allow you to access one controller for five and ten years, respectively, and can be reassigned once every year.

How can I retrieve my vouchers if I lost or cannot find the original email?

If you are unable to find the email containing your vouchers, you can easily retrieve them by following these steps:

1. Open your web browser and navigate to https://se.com/myschneider.

2. Log in using the Schneider Electric account that was used to purchase the subscriptions.

3. Go to Software > Tools and Resources > Software Licenses and Subscription Management.

4. You may be prompted to log in again using the same credentials.

5. Once logged in, your purchased vouchers will be listed and accessible from this section.

Can I access more than 25 controllers?

Yes, by combining 1, 5, or 25 controller yearly subscriptions in a single purchase. After redeeming the vouchers, these subscriptions will be automatically converted into a single subscription type, "1 Controller access fee / Year," with the corresponding credits for easier management.

For example, a "5 Controllers access fee / Year" subscription will be converted into five credits of "1 Controller access fee / Year" after voucher redemption.

Alternatively, you can purchase a one-year subscription for unlimited controllers. This option provides remote access and configuration for an unlimited number of controllers over 365 days and is ideal if you have more than 55 customers with maintenance contracts.

Why don’t I see my subscription in SpaceLogic KNX Remote?

You must redeem the voucher and create the subscription before it appears in ETS or eConfigure KNX. The detailed steps are provided in the chapters Redeeming Vouchers and Creating Subscriptions.

Can I add more controllers to an existing subscription?

Yes, by activating additional credits. They will share the original expiration date. Any unused time will be automatically refunded proportionally. Find more details in the chapter Changing Subscriptions.

When do subscriptions start and end?

They start upon creation (i.e., activation), not when you redeem the voucher.

Monthly: Expires 30 days after creation.

Yearly: Expires 365 days after creation.

5/10-year: Expires 5/10 years after creation.

If you modify an existing subscription by activating an additional credit within it, this additional subscription will share the same expiration date as the original.

Find more details in the chapter Changing Subscriptions.

Can I reassign a subscription to another controller?

Yes. Yearly: once every 30 days; 5/10-year: once per year. Monthly: not transferable. See Releasing Subscriptions for more details.

How do I renew a subscription?

Manually before they expire, using wallet credits or new purchases. Reminders are sent 180 and 7 days before expiration. Refer to Renewing Subscriptions.

What if my subscription expires? What should I do to continue using SpaceLogic KNX Remote?

You must purchase and create a new subscription. Expired ones cannot be renewed. For more details, refer to Renewing Subscriptions.

Can I transfer my subscription to another user?

Yes. You can choose to transfer either the ownership or the usage of your subscription, depending on your needs:

Ownership Transfer

Ownership can be transferred to another email address.

• The new owner gains full administrative control over the subscription (e.g., sharing, renewing, etc.).

• The previous owner retains view-only access.

• This change does not affect the user currently using the subscription. See more in Transferring Subscription Ownership.

Usage Transfer

Usage can be transferred to another email address.

• The current user of the subscription can reassign it to a different user.

• The new user gains access to use the subscription features.

• This change does not affect the subscription’s ownership or administrative rights. See more in Transferring Subscription Usage.

General issues

Check your internet connection and click Refresh in the SpaceLogic KNX Remote tab. This will verify the availability of the SE cloud, reload controllers, subscriptions, etc.

Shared controller is not visible

If the system integrator cannot see the shared controller, contact the controller owner to check the sharing settings in the web interface (Management plugin > User management). Ensure the correct email address is listed with a valid date range.

Controller shows offline.

If the controller is showing as offline, contact the controller owner to verify that the controller is online and that the Cloud Connector and Management plugin > Remote Configuration > Remote Project Configuration are enabled.

Tunnel creation failed.

Follow the error message instructions. If unresolved, check VPN settings and ensure no existing tunnel is active (it will be automatically canceled within 24 hours if forgotten).

Tunnel creation not working on certain notebooks.

If you are using a company-issued laptop to connect to controllers, some security tools may block the VPN tunnel required by SpaceLogic KNX Remote. These tools can restrict or block the necessary ports.

Common examples include:

• Endpoint Protection: Trellix, Symantec Endpoint Protection, CrowdStrike Falcon, Microsoft Defender for Endpoint, Trend Micro Apex One, Sophos Intercept X, Bitdefender GravityZone

• VPN Services: WireGuard, Cisco AnyConnect, Fortinet FortiClient, NordLayer (business VPN), etc.

• Web Traffic Filtering: Zscaler, Cisco Umbrella, Symantec Web Security Service, Forcepoint Secure Web Gateway, Barracuda Web Security Gateway, McAfee Web Gateway, etc.

Temporarily disable these tools and try the connection again. Ensure that the firewall is not blocking the required port for the VPN tunnel.

Unable to create tunnel over mobile data.

Some mobile network providers block specific ports required for VPN connections. SpaceLogic KNX Remote uses UDP port 51820.

Check with your mobile provider to confirm that this port is not blocked. Alternatively, switch to a different network (for example, Wi-Fi) to establish the connection.