STIEBEL ELTRON ISG web Internet Service Gateway

STIEBEL ELTRON ISG web Internet Service Gateway

Contents hide
1 General information
1.1 Relevant documents
1.2 Safety instructions
1.3 Other symbols in this documentation
1.4 Units of measurement
2 Safety
2.1 Intended use
2.2 Appliance compatibility
2.3 General safety instructions
2.4 Data security
2.5 Instructions, standards and regulations
2.6 Test symbols
3 Appliance description
3.1 SERVICEWELT
3.2 SERVICEWELT portal
3.3 Standard delivery
3.4 System requirements
4 Operation
4.1 Accessing SERVICEWELT
4.2 Start page
5 Troubleshooting
6 Installation
6.1 Installation site
6.2 Wall mounting
6.3 Power supply
7 Commissioning
7.1 Checks before commissioning
7.2 Registering on the home network
8 Specification
9 Specification
10 Guarantee
11 Environment and recycling
12 Customers Support
13 Documents / Resources
13.1 References
14 Related Posts

General information

The chapter “Operation” is intended for appliance users and qualified contractors. The chapter “Installation” is intended for qualified contractors.

Note

Read these instructions carefully before using the appliance and retain them for future reference. Pass on the instructions to a new user if required.

Relevant documents

Icon Operating and installation instructions for the connected
Icon heat pump/integral ventilation unit
Icon Operating and installation instructions for the heat pump manager (WPM)
Icon Software documentation for the integral Modbus TCP/IP software interface

Safety instructions

Structure of safety instructions

Symbol KEYWORD Type of risk Here, possible consequences are listed that may result from failure to observe the safety instructions.

  • Steps to prevent the risk are listed.

Symbols, type of risk

Symbol Type of risk
Symbol Injury

Keywords

KEYWORD Meaning
DANGER Failure to observe this information will result in serious injury or death.
WARNING Failure to observe this information may result in serious injury or death.
CAUTION Failure to observe this information may result in non-serious or minor injury.
Other symbols in this documentation

Note

General information is identified by the adjacent symbol.

  • Read these texts carefully
    Symbol Meaning
    Symbol Material losses (appliance damage, consequential losses and environmental pollution)
    Symbol Appliance disposal
  • This symbol indicates that you have to do something. The action you need to take is described step by step.
Units of measurement

Symbol Note

All measurements are given in mm unless stated otherwise.

Safety

Intended use

The Internet Service Gateway (ISG) is an information and communication interface between your heat pump/integral ventilation unit and your home network.

This appliance is intended for domestic use. It can be used safely by untrained persons. The appliance can also be used in a non-domestic environment, e.g. in a small business, as long as it is used in the same way.

Any other use beyond that described shall be deemed inappropriate. Observation of these instructions and of instructions for any accessories used is also part of the correct use of this appliance.

Appliance compatibility

Symbol Note

Your system’s date of manufacture must meet the minimum requirements. Otherwise, your system is not designed for operation with the ISG.

  • Note the manufacturing date of your system.

Symbol Note

The ISG is only compatible with systems whose heat pump manager (WPM) is equipped with the minimum software versions.

  • If in doubt, consult our service department

Symbol Note

The Modbus TCP/IP software is installed on the ISG at the factory and can be used with compatible devices.

Symbol Note

Any FEK remote control installed must have at least software version 9506 or higher.

Symbol Note

Do not operate the ISG with a DCO active GSM on the same CAN BUS. This can impair communication with the WPM.

You can find an overview of compatible heat pumps / integral ventilation units on our website.

https://www.stiebel-eltron.de/de/home/service/smart-home/ kompatibilitaetslisten.html

General safety instructions

Symbol WARNING Injury

The appliance may be used by children aged 8 and up and persons with reduced physical, sensory or mental capabilities or a lack of experience and know-how, provided that they are supervised or they have been instructed on how to use the appliance safely and have understood the resulting risks. Children must never play with the appliance. Children must never clean the appliance or perform user maintenance unless they are supervised.

We guarantee trouble-free function and operational reliability only if original accessories and spare parts intended for the appliance are used.

Data security

Symbol Note

Security of your home network is your responsibility.

Symbol Note

The router in your home network represents a potential vulnerability to internet attacks.

It is therefore important to observe the following advice when configuring your router:

  • Activate the internal firewall of the router.
  • Change the default login details for the router’s internal website.
  • Use a secure WiFi password with WPA2 encoding (not WEP!).
  • Disable any remote maintenance options for your router.
  • Only enable required standard ports (e.g. port 80).
  • Regularly update your router firmware.

To protect your personal and product-related data, we comply with the provisions of the German Federal Data Protection Act.

Instructions, standards and regulations

Symbol Note

Observe all applicable national and regional regulations and instructions.

Test symbols

See type plate on the appliance.

Appliance description

The ISG is an information and communication interface between your heat pump/integral ventilation unit and your home network. To do this, the ISG provides the local SERVICEWELT website.

SERVICEWELT

Symbol Note

SERVICEWELT is a local website that requires no internet connection.

When you connect the ISG to your heat pump/integral ventilation unit and your home network, your system data is prepared for the SERVICEWELT.

You can retrieve your system data and make system settings in the SERVICEWELT.

SERVICEWELT portal

Once you allow the SERVICEWELT portal to access your data, you can add additional service packs, subject to service agreement.

  • You need to connect your ISG to the STIEBEL ELTRON server to enable data access.

Function with data access enabled

Once data access from the SERVICEWELT portal is enabled, in the event of a change, your system data is transmitted every 1-5 minutes to the SERVICEWELT portal and saved on the STIEBEL ELTRON server.

Symbol Note

For more detailed information on appliance functions and service packages, visit our website.

Standard delivery

The following are delivered with the appliance:

  • Power supply unit
  • Wall mounting bracket
  • CAN BUS cable (5.0 m long)
  • Crossover cable RJ45 grey CAT5E (3.0 m long)
System requirements

Note

Display problems can occur with certain web browsers. We recommend using Mozilla Firefox.

Computer

  • Javascript-enabled web browser (Mozilla Firefox 3.0 or higher, Internet Explorer 7.0 or higher, Safari 4.0 or higher).
  • Network connection (standard Ethernet 10/100 Base-T)
  • Broadband internet access via ADSL, UMTS or LTE with data flat rate

Router

  • DHCP active
  • Free Ethernet interface

Symbol Note

Disable the energy saving function of your router’s Ethernet interface allocated to the ISG.

Operation

Accessing SERVICEWELT

Windows 7

The ISG is displayed in “Windows Explorer” under “Network”.

  • Double click on “Internet Service Gateway” to access SERVICEWELT.

Symbol Note

With other operating systems, you will need to access Service welt via the web browser.

Calling up the SERVICEWELT in your web browser 

  • Enter “http://servicewelt” or “192.168.0.126” or the IP address assigned during commissioning in your web browser address bar. Press Enter.

SERVICEWELT opens. Your data will be loaded.

Symbol Note

If the access lock is enabled (see chapter “Access lock”), a login screen will appear first.

Start page

On the SERVICEWELT start page you will see an overview of your system and can make changes to the most important settings directly.

Operation

  1. Menu
  2. Operating mode
  3. System status
  4. Portal status
  5. Quick access convenience values
  6. Graph panel
  7. Graph selection

Symbols

Symbol Meaning
Symbol Edit Click here to change a set system value (e.g. temperature value).
Symbol Select Click here to select a view (e.g. to switch between graphs on the start page).
Symbol Cancel Click here to cancel the current action.
Info Move the mouse pointer over the icon to display information about a menu item.
Symbol Advanced settings Click here to view advanced settings options.

Menu

The menu bar is always displayed at the top of the Service welt page. It is used to navigate the menu structure.

Operation

Moving the mouse pointer over one of the main menu items will open the corresponding submenu.

Operating mode

The set operating mode is displayed in the middle of the SERVICEWELT start page.

Changing the operating mode 

  • Click on “Edit”.
  • Select the required operating mode.
  • Click on “Save”.

The set operating mode is displayed.

System status

The “System status” field shows you information such as error messages.

Portal status

The portal status indicates whether the ISG is connected to the Stiebel Eltron server (see chapter “Enabling data access from the SERVICEWELT portal”).

Quick access convenience values

You can set the following convenience values directly via the quick access menu:

  • Internal room temperature (heating circuit 1)
  • DHW temperature
  • Click on “Edit” for the desired parameter.
  • Set the desired value.
  • Click on “Save”.

The selection is made and displayed in the quick access menu.

Symbol Note

You can set convenience values for heating circuit 1 only via the quick access menu.
You can adjust the full set of temperature settings under the “Settings” menu item.

Graph panel | graph selection

The graphs provide information about the system values of the last seven days.

You can select three different graphs for display:

  • Outside temperature in °C
  • Supplied heating energy in kWh
  • Supplied DHW energy in kWh
  • Click on “Select” in the desired graph.

The desired graph is displayed in the graph panel.

Symbol Note

The displayed graphs are based on calculated data and should not be used as reference values for billing purposes or similar.

Troubleshooting

If you cannot remedy the fault, consult our service department. To facilitate and speed up your enquiry, please provide the serial number from your heat pump/integral ventilation unit type plate (000000-0000-000000).

Symbol Note

In the event of problems with the on-site IT network, please consult an IT contractor.

Installation

Installation site

The ISG is designed for wall mounting and is installed between your router and your heat pump/integral ventilation unit.

Symbol Note

The ISG connects to the interface for the second programming unit.

  • Observe the operating and installation instructions of your heat pump or integral ventilation unit.

Symbol Material losses 

The installation site must be dry and protected against frost.

  • Observe the application limits in the chapter “Specification”.
Wall mounting
  • Mount the ISG on a suitable wall:InstallationInstallationInstallation
  • Push the ISG to the right, until you feel it latch into the retainer.
Power supply

Installation

Symbol Note

The ISG connects to the interface for the second programming unit or the remote control of your heat pump/ integral ventilation unit.
If there is only one interface, the ISG connects in parallel to the CAN BUS as an additional programming unit.

  • Use the CAN BUS cable supplied to connect the ISG to your heat pump/integral ventilation unit via the CAN interface. When doing so, observe the operating and installation instructions of your heat pump/integral ventilation unit.

CAN BUS cable connection: 

  • White: High
  • Brown: Low
  • Black: Earth (Ground)
  • Use the crossover cable supplied to connect the ISG to your router.

Symbol Note

  • Put the ISG into operation as the last bus subscriber.
  • Before you connect the ISG to the power supply, make sure that the WPM has been commissioned and has fully started up.
  • Connect the ISG to the mains using the power supply unit supplied.

Symbol Note

The COM interface is for service purposes only.

Commissioning

Checks before commissioning

Wiring

  • Check the wiring between ISG, router, and heat pump/integral ventilation unit.

Power supply 

When the power plug is plugged in, the ISG is switched on. The power LED is illuminated. The ISG requires about 30 seconds to start up.

  • Check whether the power LED is illuminated.

Communication with the heat pump 

LED X1 indicates the connection status to your heat pump/integral ventilation unit. LED X1 should be constantly flashing rapidly.

  • Check the indication of LED X1.
LED X1 CAN connection status
constant rapid flashing connection established
flashing Connection is being established
no connection

Communication with the SERVICEWELT portal 

LED X2 indicates the connection status to the SERVICEWELT portal (see chapter “Enabling data access from the SERVICEWELT portal”). When data access is not enabled, LED X2 illuminates red.

  • Check the indication of LED X2.
LED X2 Portal status
illuminated red no connection (connection is aborted after 3 attempts)
red rapid flashing Contact the service department.
red / green flashing Connection attempt
illuminated green connection established
green flashing Data transmission

Router settings 

For automatic address assignment to the ISG, DHCP must be enabled on your router.

  • Check your router settings.
Registering on the home network

Symbol Note

If required, refresh the website by pressing the F5 key or the web browser refresh button while registering with SERVICEWELT.

Registration via router

Automatic IP address assignment 

If DHCP is enabled on your home network router, the ISG obtains its IP address automatically.

  • Call up the SERVICEWELT (see chapter “Accessing SERVICEWELT”).

If the Service welt does not open, the name resolution for “service welt” was unsuccessful.

  • Change your web browser settings. Enter “service welt” as a proxy exception.
  • Disable Google search.
  • Carry out a manual registration.

Manual registration 

  • Enter “http://servicewelt” or “192.168.0.126” in the address bar of your web browser. Press Enter.

Registration without router

  • Use the crossover cable supplied to connect the ISG to a network connection on your computer.
  • Enter “http://servicewelt” or “192.168.0.126” in the address bar of your web browser. Press Enter.

If the Servicewelt does not open, you must manually assign your computer an IP address in the ISG standard IP address range.

Example:

The ISG has the default IP address “192.168.0.126”. Your computer therefore obtains the IP address “192.168.0.100”.

  • Open the control panel and navigate to the “LAN connection” button (Windows 7).
  • Click on “Properties”.
  • Click on “Internet protocol version 4”.
  • Check “Use the following IP address”.
  • In the field “IP address”, enter “192.168.0.100”.
    In the field “Subnet mask” enter “255.255.255.0”.
  • Click on “OK”.
  •  Enter “http://servicewelt” or “192.168.0.126” in the address bar of your web browser. Press Enter.
  • Restart your computer if the Servicewelt does not open.

Icon Note
If the Servicewelt still does not open after manual IP address assignment and a restart, consult an IT contractor.

Icon Note
Before disconnecting the ISG, reset the default network settings on your computer.

Network configuration in the SERVICEWELT

Network configuration in the SERVICEWELT

  • Click on “Profile” in the menu bar to access the network settings.
    Commissioning
    DHCP is activated by default (factory setting). You must deactivate
    DHCP to enter an IP address manually.
  • Uncheck DHCP to deactivate it.
  • Enter your own IP address and the subnet mask.
    Commissioning
  • Enter the DNS server name resolution.
    Icon Note
    The default gateway and address of DNS server 1 are usually the router IP address.
  • Enter “http://servicewelt” in the address bar of your web browser. Press Enter.
    The Servicewelt or the selected IP address will open. Your data will be loaded.
    Commissioning is now complete.
    Icon Note
    We recommend bookmarking the SERVICEWELT or adding it to your favourites in your web browser.

Proxy server settings

The ISG supports the use of a proxy server (e.g. in corporate networks).

  • To configure the proxy server, contact your network administrator.
    Commissioning

Icon Note
When using a proxy server, we recommend setting up an access lock (see chapter “Access lock”).

You can set up an access lock to protect the SERVICEWELT available locally in your home network from unauthorised access.

  • Click on “Profile” in the menu bar to access the security settings.
  • Assign a username and password.
  • Username and password are requested every time the SERVICEWELT is accessed locally

Icon Note
Username and password are freely selectable. They are not associated with other credentials you may have received for portal registration or mobile access.

Restoring factory settings

  • To restore the ISG to factory settings, hold down the reset button using a fine pen or a paperclip for 10 seconds.

Enabling data access from the SERVICEWELT portal

To allow data transmission to the STIEBEL ELTRON server, you must enable the connection.

Commissioning

  • Call up the SERVICEWELT.
  • Click on “Establish connection” under “Portal status”.

Icon Note
If there is no connection to the internet, a fault message is displayed.

An information window is displayed:

Commissioning

  • Read the text in the information window.
  • Click on “Next”.

The data protection policy and terms of use are displayed.

Commissioning

  • Read the data protection policy.
  • Agree by activating the checkbox below the data protection policy.
  • Click on “Next”.
    Commissioning
  • Enter your personal data.

Icon Note
Enter your heat pump/integral ventilation unit data in the “Device type” and “Device number” fields.

  • Click on “Next”.
    Commissioning
  • Confirm your entry by activating the checkbox below the data protection policy.
    On successful registration, you will receive a confirmation email within a few minutes.

Icon Note

  • If you don’t receive an email, check your spam folder.
  • If you still don’t receive an email, contact our service department.
  • Read and follow the instructions in the email.
    You will receive another email with the portal key.

Specification

Specification

  • Click on “Enter portal key”.
    An input window will open.
  • Enter the portal key. Note upper and lower case and do not enter spaces.
  • Click on “OK”.
    When the portal connection is successfully established, this is indicated under “Portal status”.

Icon Note
Once data access from the SERVICEWELT portal is enabled, you can set up mobile access.

Specification

ISG web
229336
Electrical data
Max. power consumption A 1.5
Dimensions
Height mm 95
Width mm 158
Depth mm 37
Connections
CAN RJ 45
RS232 RJ 12
10/100 Ethernet RJ 45
Values

Guarantee

The guarantee conditions of our German companies do not apply to appliances acquired outside of Germany. In countries where our subsidiaries sell our products a guarantee can only be issued by those subsidiaries. Such guarantee is only granted if the subsidiary has issued its own terms of guarantee. No other guarantee will be granted.

We shall not provide any guarantee for appliances acquired in countries where we have no subsidiary to sell our products. This will not affect warranties issued by any importers.

Environment and recycling

We would ask you to help protect the environment. After use, dispose of the various materials in accordance with national regulations.

Customers Support

www.stiebel-eltron.com

Logo

Documents / Resources

STIEBEL ELTRON ISG web Internet Service Gateway [pdf] Installation Guide
ISG web Internet Service Gateway, Internet Service Gateway, Service Gateway, Gateway

References

Related Posts

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