Halo troubleshooting FAQs

The unit has been put into identify mode. A short press on the pair button will stop the identify function. You will also see the flashing zigbee light go solid. 

This indicates that your smart interface has lost connection to the cloud services. Ensure your home WiFi is active and the distance and location advice in the user guide has been followed.  If problems persist, please call our customer services team on 01482 498660

This indicates that your smart interface has lost connection to your Home WiFi. Ensure your home WiFi is active and the distance and location advice in the user guide has been followed.  If problems persist, please call our customer services team on 01482 498660

This indicates that your Halo thermostat has lost connection with the smart interface.  Ensure the smart interface has power and that the distance and location advice in the user guide has been followed.  If problems persist, please call our customer services team on 01482 498660

On the smart interface, press and hold both the override and pair buttons for 15 seconds until the Zigbee LED goes orange. This will reset both the Smart interface and the Halo control back to factory settings. 

To release the back from the Halo device, grab the top and bottom of the unit and gently pull the Halo away from the rear housing or desk stand,  This will reveal the location of the 4 x AA batteries in the device. Replace with 4 x AA Alkaline batteries, ensuring the correct battery orientation. 

Once changed, position the Halo back onto the  desk stand or wall mount. The Halo will go through a short synchronisation process while it reconnects with your Halo smart interface. The Halo will then return to the home screen. 

The Ideal Technical Support telephone number is 01482 498663.

Why not browse our FAQs to see if your question has already been answered? From boiler controls to help guides, advice on using your Halo Thermostat or connecting your boiler to Alexa, and the most frequently asked general enquiries.

If when turning the dial, nothing shows on the screen. Ensure all 4 batteries are inserted correctly. It may be worth changing the batteries to check.

The unit has been put into identify mode. A short press on the pair button will stop the identify function. You will also see the flashing zigbee light go solid. 

This indicates that the Smart interface is currently in the Identify mode accessed by a short press of the pairing button. To exit this mode just press the identify button again.

Please press the pin reset on the front of the Smart interface. This should reset the unit. If this does not work, please turn the power off to the boiler for 5 minutes. This will fully reset the unit.  If your smart interface is installed externally from the boiler, unplug the power supply for 5 minutes

Please press the pin reset on the front of the Smart interface. This should reset the unit. If this does not work, please turn the power off to the boiler for 5 minutes. This will fully reset the unit.  If your smart interface is installed externally from the boiler, unplug the power supply for 5 minutes

If your smart interface is fitted into the boiler, please ensure the 8pin connector is secure and the boiler power is turned on.  If your Smart interface is connected externally from the boiler in a bracket, please ensure the 8 pin connector is secure and that he black power supply is plugged in, turned on and connected to the bracket.

When geolocation is active  Halo will run your preset schedules (in auto mode) or your  selected temperature (in manual mode) when someone is at home. When the last person leaves the home Halo will switch the heating to OFF. 

When the first person crosses the home boundary and returns home then Halo will return to Auto or Manual mode (whichever was set originally) and your heating will run as set.

On your mobile device,  Ensure the location settings are set to allow usage at all times for the Halo App.