Hi! I see your TaHoma app isn’t working with your exterior shutters, but the remote control is working fine. I’m here to help you get this sorted out.

To start off, can you tell me if the app is not responding at all, or if it’s showing an error when you try to control the shutters? Also, have you noticed if the app controls other devices properly or is it just the exterior shutters affected?

Meanwhile, here’s a step-by-step approach we can try:

1. Restart the TaHoma app on your Windows device:
- Close the app completely (make sure it’s not running in the background).
- Reopen it and try to control the shutters again.

2. Check your internet connection:
- The app needs to connect to the Somfy cloud servers to work remotely.
- Make sure your internet is stable on the device running the app.

3. Verify the TaHoma box connection:
- Your exterior shutters are connected through the TaHoma switch (box).
- Sometimes the box may lose connection to the network or the shutters. Try unplugging the TaHoma box for about 30 seconds, then plug it back in and wait for it to restart fully.

4. Check for updates:
- Ensure your TaHoma app and the firmware of the TaHoma switch are both up to date.
- Sometimes updates fix communication issues.

5. Re-sync or re-pair the exterior shutters:
- Since the remote works fine, the issue could be with the app’s communication to the shutters.
- You might need to re-pair the curtains with the TaHoma system through the app’s device management options.

If you’ve tried any of these already, please let me know which ones, and we can go deeper. Does this make sense so far? Are you able to try these steps?

1 2

I have tried all of these.

Thanks for letting me know you’ve already attempted those common fixes. Since basic steps didn’t resolve the issue with the TaHoma Pro app not controlling your exterior shutters, let’s explore some more advanced troubleshooting based on the professional guide for TaHoma Pro.

Here’s what we can try next:

1. Check if the motor for your exterior shutter is in “sleep mode”
Sometimes after power interruptions or a long idle period, the motor might go into a sleep state and needs to be awakened manually.
- Use the physical button on your shutter motor (usually accessible on the motor housing) and press it once. This often wakes it up to respond again to the app.

2. Verify the device pairing and communication status within the TaHoma Pro app
- Go into the device management or settings inside the app.
- Confirm the shutter motor is recognized and connected (check for any error or offline status).
- Try re-scanning or re-adding the motor via its QR code if available. Sometimes re-pairing can solve communication issues.

3. Check for possible Zigbee network interference or range issues
- The TaHoma system communicates with motors primarily via Zigbee (a wireless protocol).
- Interference from other 2.4GHz devices (Wi-Fi, cordless phones) or being too far from the TaHoma hub might cause trouble.
- Try moving the TaHoma box or adding a Zigbee range extender if possible.

4. Confirm no account or credential issues
- Log out of the app, then log back in to refresh your session. Incorrect credentials can sometimes block communication, even if it’s not obvious.
- Reset your TaHoma user password if you suspect access issues done through the login page.

5. Firmware update check on the TaHoma Hub
- Some issues are resolved by updating the hub’s firmware.
- From the app, check the hub’s status screen for available updates and apply any pending ones.

If none of these advanced steps help, the issue might be a hardware fault or a deeper network problem that requires Somfy technical support intervention. I can help you escalate to specialized support if needed.

Here’s a technical troubleshooting guide you might find informative as well (Somfy TaHoma Zigbee troubleshooting)1.

Would you like me to walk you through any of these steps now or assist you in contacting Somfy support if necessary?

Are you satisfied with the solution I provided so far?

Are there known bugs in the latest TaHoma Pro update?

Thanks for asking about known bugs in the latest TaHoma Pro update. According to Somfy’s official update notes for 2023, the most recent versions, including 1.15 and 1.14, focused mainly on minor performance upgrades and bug fixes to enhance overall app quality. Similarly, update 1.21 reiterated that it addressed bug fixes and technical issues while preparing new features for future releases. However, no major or persistent bugs specific to controlling exterior shutters have been publicly documented in these updates so far1 2.

There have been some community reports of general connection errors (like 403 errors) with TaHoma integration in other platforms, but these are not confirmed widespread bugs within the official TaHoma Pro app updates themselves3.

Given that your remote works fine but the app does not, this might point more toward a device-specific or network communication issue rather than a known app-wide bug.

If you want, I can help you dig deeper into your app logs or assist with contacting Somfy technical support for a more detailed investigation.

Are you satisfied with this information on the update status and known bugs?

I would like to contact technical support

I can help you get in touch with Somfy’s technical support for the TaHoma Pro app.

You can contact Somfy technical support in North America by calling 877-437-6639. Their support hours are Monday to Friday, 8 AM to 8 PM EST. Alternatively, you can reach out by email at [email protected].

If you prefer to fill out a contact form or explore additional support options, here is the SomfyPro contact page where you can find more details:
SomfyPro Contact - Technical Support

Also, here is a direct link to Somfy Customer Service support page for expert assistance:
Somfy Customer Service & Technical Support

Would you like me to assist you with anything else before you contact them?
Are you satisfied with this solution?