IT500 - FAQ

Question: The antenna on this thermostat is no longer functioning – gateway LED is off

Answer: If the thermostat gateway LED is off and does not turn on even after connecting to another power source, it is very likely that it is defective and needs to be checked by a service technician.

If your thermostat is less than 5 years old, you can send it for inspection, along with a copy of the invoice/purchase receipt.

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.

Question: The device no longer displays anything.

Answer: If the device screen remains blank even after installing a new set of alkaline batteries, a complete reset is required. Please remove the batteries and leave the device disconnected for 10 minutes, then insert a new set of batteries and check the thermostat's functionality.

If the thermostat still does not display anything on the screen after this procedure, the device may be defective.

If your thermostat is less than 5 years old, you can send it in for inspection, along with a copy of the invoice/purchase receipt.

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.

Question: The IT500 receiver no longer works; its LEDs are not lit.

Answer: If the IT500 thermostat receiver is no longer functioning, with no LEDs lit (the bottom one should be green), please ensure that the receiver is properly powered. If the receiver is powered and still not functioning, it may be defective.

If your thermostat is less than 5 years old, you can send it in for inspection, along with a copy of the invoice/purchase receipt.

If more than five years have passed since the date of purchase, the product is no longer covered by the warranty.

Question: The set temperature keeps resetting to 14 degrees.

Answer: If the thermostat is operating in AUTO/PROGRAM mode and the set temperature 'jumps' to 14°C during a certain time interval, it is possible that the thermostat is following the factory preset program.

In this case, the user must modify the temperatures and time intervals in the preset program according to their preferences. This way, the thermostat will operate based on the newly set temperatures in the program.

Question: IT500RX receiver is faulty, can I use an RX10RF instead?

Answer: No, the IT500 thermostat systems requires the correct IT500RX receiver. An RX10RF and RX30RF are not compatible with the IT500.

Question: Can I use my phone or PC to use my IT500 thermostat?
Answer: IT500 thermostat systems can be accessed from Android and Apple phones using the IT500 Plus app. You can also use a web browser on the link below.
iT500 Website

Question: How do I check my device iT500TR is connected to the internet?
Answer: The iT500TR is the thermostat from the iT500 pack and if you want to check if it is connected to the internet you need to make sure of two things:
First check if the iTG500 gateway has a green light – has access to internet.
Second check on the iT500TR if there is a globe symbol on the iT500TR main screen when screen is lit. Indicating the iT500TR is connected to the iTG500 gateway. Use the Display On key to light the screen.

Question: Where is the MAC address for my IT500 thermostats?

Answer: IT500 uses the ITG310 or ITG510 gateways to connect them to the internet. The gateway’s MAC address is on the label underneath or can be obtained from the connections settings of your router.

Question: How do I change my email for my iT500?

Answer: You cannot change the email for the iT500plus app account as the email is linked to that account.
What you should do is:
1. Request a removal of the iT500 from your old account by filling in the Re-assignment form: iT500 - Device is already connected.

2. When you get the notification of successful removal, create a new account with your new email and add the device to it: iT500 - Registering on the App

Question: Can I buy a data cable for the iT500 gateway?
Answer: You can use a standard Ethernet patch cable with the iTG500 (iT500 gateway).
The following twisted-pair patch cables (data cable) are suitable:
CAT5, CAT5e and CAT6.
Higher categories (CAT6a and CAT7) will also work as they are backwards compatible with the 10/100Mbps, there is no benefit to buying these higher, dearer cables.
You can buy these from any merchant selling patch cables.

Question: Can the iT500 provide or extract any heating historical data?
Answer: No, the iT500 is not able to store historical data. Only smart home range devices display historical data through the Premium lite app, app view only, not exportable.

Question: Does IT500 support Matter or ZigBee communication?
Answer: IT500 thermostats don’t use Matter or Zigbee protocols. They connect using their gateway device plugged into a compatible router.

Question: What do I need to connect an IT500 to the app?
Answer: IT500 thermostat systems require the ITG310 gateway to be used online.
Replacements were available from heating merchants and some online sellers

Question: My IT300 has no display?
Answer: Readings from an IT300 thermostat will only show screen or app of your IT500 thermostat. They don’t have a display of their own, just a red LED.
If the IT300 and IT500 are no longer paired, then use the steps in the guide to re-link them.

iT500 - Pairing with the iT300

Question: Has the receiver for the IT500 got a battery?

Answer:

No, only the thermostat contains batteries, the receiver does not.

Question: I want to buy a new controller / receiver for my IT500 thermostat?

Answer:

The receiver required for the IT500 thermostat is the IT500RX.

These were sold through heating merchants and from some online sellers.

Question: My Gateway has stopped working, it only flashes red? / The IT500 gateway will not connect to my (Plusnet) Wi-Fi? / We had a new smart internet router installed and the IT500 no longer works?

Answer:

The gateway LED turns green when it is online and can connect to the IT500 server for app control.

A continuous flashing red LED means the gateway is not online.

Ensure the gateway is connected to a compatible router that supports 10Mbps speed devices. This applies to both the ITG310 and ITG500 gateways, and is also the reason an IT500 can stop working after a new router is installed – not all new routers are backwards compatible.

If the router port is not backwards compatible, the gateway will stay red – in that case use a 10/100Mbps Ethernet switch between the router and the gateway.

Question: I wish to change my IT500 app password?

Answer:

In the IT500 Plus app select 'Forgot Password'. It will take you to a screen and ask for your email address.

Once you submit that, you will receive an email from us with a link inside and a temporary password. Note what your temporary password is from the email.

Click the link in the email to confirm you want to reset the password.

In the app, log in with that temporary password from the email.

Once you're logged in, go to the menu and select 'Manage Account', then change your password.

Question: I want to find out who changed the controls in the app?

Answer:

The IT500 system only supports single-user accounts, so anyone who knows your username and password can log in and control the thermostat.

If you want to be sure unauthorised persons are not using the thermostat, you should change the password.

Question: I am getting unknown codes or letters on my boiler?

Answer:

If the boiler displays any unrecognisable codes or unusual lights, you will need to check the boiler manual or contact the boiler manufacturer for more information.

Question: The IT500 device is working but now I can't connect the app to it?

Answer:

Once the IT500 gateway is connected to a compatible router, you can link the thermostat to your account. (See: IT500 - Gateway Setup)

Download the IT500 Plus app from your Appstore, then follow the steps in the app to set up your account and link the thermostat code to the app.

iT500 - Registering on the App

Question: I have several IT500 systems in different locations, but some are offline?

Answer:

The IT500 systems are not interconnected, even though they are registered to one user account.

If you have some which are offline, then carry out the gateway reset checks to make sure it is powered and connected to a compatible router. (See: IT500 - Gateway Setup)

Question: I have performed a factory reset but the IT500 gateway is still flashing green and it's not online?

Answer:

The gateway device needs to be connected to a compatible router to get the LED solid green. The router must support 10Mbps Ethernet ports. (See: IT500 - Gateway Setup)

Try these steps to reset the gateway:

- Unplug the gateway from the mains, the LED should go out.

- Plug the gateway back in; in a few moments the light should be solid green.

- Take one battery out of the thermostat for a few seconds.

- Put the battery back in the thermostat.

- Once the thermostat has the globe symbol appear in the top left, log out and back into your app and it should hopefully be working again.

Question: iT500 – Is it compatible with any other device?

Answer:

No, the iT500 has its own dedicated gateway, communication protocol and app. The iT500 Plus app supports only other iT500 units and the optional iT300 sensor – no other device will work in the iT500 network.

Question: For the IT500 I can't add the gateway in the app – I don't find the button to press for pairing mode?

Answer:

The IT500 uses the ITG310 or ITG500 gateways; these have no buttons and they plug into your router with an Ethernet cable.

It will only work with the Salus IT500 Plus app, and the pairing between the gateway and your thermostat happens automatically.

Question: The IT500 gateway is offline with a red light on?

Answer:

If the router has not been replaced, remove the cables from the gateway and wait 30 seconds, then reconnect them.

Log out of the app, then log back in, and retry connecting to the app.

Question: The IT500 gateway has no light, yet the thermostat is working?

Answer:

The IT500 gateway is only responsible for maintaining the online connection between the IT500 Plus app and the thermostat.

If the gateway is unpowered, the thermostat will still control the receiver it is paired with, so the heating keeps working normally.

The gateway must be powered and plugged into a compatible router before the app can control the thermostat.

Question: Can I connect the Salus IT500 gateway to a mobile-based Wi-Fi pocket router?

Answer:

No. The gateway needs to be connected to a compatible router with a physical 10Mbps Ethernet port. It will not work on a Wi-Fi-only mobile router device.

Question: The IT500 is not turning an electric heater on?

Answer:

Make sure the thermostat and receiver are still paired – if they are not, the receiver will not bring the heater on.

If they are paired and the receiver is on but the heater is not turning on, check with your electrically competent installer.

Question: My registration code in the app tells me it is registered to another user?

Answer:

The IT500 has a unique device code that is linked to the app account when it is first set up.

You cannot add the same code to a different account until it is unregistered from the original account. Use the re-assignment form to request removal: iT500 - Device is already connected.

Question: I have a new phone and a new email address, but I cannot register the thermostat to the new email address?

Answer:

If you have only changed phones, you still use your original username and password to access the system – the same ones you used on the old phone.

Once you are logged in, go to Managed Devices in the settings and delete your device from the old account. You will then be able to link the device to the new account.

Question: How do I operate hot water control on the IT500?

Answer:

If the IT500 receiver has been wired in for hot water control, you need to enable the tap icon on the thermostat:

1. Illuminate the thermostat screen with the Display On button.

2. Press and hold Settings (cog) + UP until two houses and a tap flash, then press Tick.

3. When one house appears, use the arrows to set 1 house + 1 tap, then press Tick.

4. Press Tick repeatedly to return to the main screen – the house and tap should now show.

5. Refresh the app; hot water control should reappear.

For the full illustrated procedure see: iT500 - Hot Water Enable