Support

Support Center

Welcome to our Support Center. Here you’ll find the resources and assistance you need to get the most out of our solutions. Browse our documentation, download latest software and check our frequently asked questions to quickly find answers. If you need further assistance, our support team is available to help with technical issues, product questions and service requests. We are committed to providing fast, reliable support to help keep your business running smoothly.

FAQ

Lansen products are designed to be quick and easy to install. You can find installation instructions and configuration guides under each product page on the Lansen web page. 
For additional guidance, please contact support who are happy to help you out.

Lansen devices transmit according to the message format and length specified on their product pages. Ensure your gateway is configured to receive messages of that size and format, and verify that the device is within radio range. A wM‑Bus sniffer such as Lansen's LAN-WMBUS-D2-TC is the most reliable way to confirm reception.

Most Lansen sensors require activation before they begin transmission. Activate the product by holding a magnet against the product label. Refer to the setup guide for each product for detailed instructions for your device.
If the device was previously activated, use a wM‑Bus sniffer to confirm that you receive status packages from the device.

For wM‑Bus devices, security keys are available in our customer portal Lansen Online . If you do not yet have access to the portal, request credentials from your purchasing officer or contact Lansen support.
For Mioty devices, Lansen support gladly provides the required keys.

All device issues are registered through support. If remote troubleshooting is not sufficient, we inspect the device at our repair-site.

  • Devices that can be repaired are returned after service.

  • Devices that cannot be repaired and are within warranty are replaced.

If you need a working device immediately, an advance replacement can be arranged.

To connect via the Lansen dongle, the device must be awake and listening on wM‑Bus. Touching a magnet against the product label places most Lansen devices into listening mode. Refer to the setup guide for each product for detailed instructions for your device.

Delivery times vary by product. Contact sales for current lead times and availability.

Range depends on the installation environment. As general guidance, our gateways and repeaters typically achieve:

  • Coverage through two thick office floors vertically

  • Coverage through two to three walls on the same floor

For optimal placement and verification during installation, we recommend using a wM‑Bus sniffer.

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