Troubleshooting

WiserPort Not Found on Network

Symptoms: Cannot access the Web Interface, WiserPort does not appear on your network.

Solutions:

1. Check the physical connection

   • For Ethernet, verify the cable is fully inserted into the port
   • Look for LED indicators on WiserPort indicating network activity

2. Restart the device

   • Unplug WiserPort for 10 seconds
   • Plug it back in and wait 2-3 minutes for it to reconnect
   • Try accessing the Web Interface again

3. Check your network

   • Verify your computer is on the same network as WiserPort
   • Restart your Wi-Fi router or network switch

4. Access via IP address

   • Check your router's device list for WiserPort's assigned IP
   • Try accessing http://[IP-ADDRESS] directly instead of https://setup.atios.ch

Wiser Gateway Pairing Fails

Symptoms: The WiserPort cannot find the Feller Wiser WLAN Gateway, or the pairing step never completes.

Solutions:

1. Verify the Feller Wiser WLAN Gateway is reachable

   • Open the Feller Wiser Home app and confirm the gateway is online
   • Confirm the gateway has the latest Wiser firmware

2. Check LAN connectivity

   • WiserPort and the Wiser WLAN Gateway must be on the same subnet
   • Check your router for VLAN or client-isolation rules that might block discovery
   • If the network uses multiple access points, ensure mDNS / Bonjour is allowed to cross them

3. Re-run discovery

   • Press the Wiser Button on the WiserPort to search for gateways again
   • Retry the pairing procedure

4. Reboot both devices

   • Reboot the Feller Wiser WLAN Gateway
   • Reboot the WiserPort from System Settings → Reboot
   • Retry pairing

Wiser Devices Missing or Offline in Matter

Symptoms: Devices appear in the Feller Wiser Home app but not in the Web Interface.

Solutions:

1. Re-sync the device list

   • Open the Web Interface and navigate to Wiser by Feller
   • Refresh the device list by clicking Integration Assistant, then Next

2. Check device status in the Wiser Home app

   • A Wiser device that is offline in the Wiser Home app will also be offline in WiserPort
   • Resolve the issue at the Wiser level first

3. Verify the device is shared to Matter

   • Open the Web Interface and go to Matter Bridge
   • Select the device and make sure Enable Matter Sharing is on
   • Click Save Changes if you turned the toggle on

Matter Pairing Fails

Symptoms: Cannot scan Matter QR code, pairing does not complete, device not recognized in Matter apps.

Solutions:

1. Verify the Matter pairing session is active

   • Open the Web Interface by connecting to your WiserPort here and navigate to Settings > System
   • The Matter card should show Pairing session active with a remaining time counter and a QR code

2. Generate a fresh Matter code

   • In the Matter card, click Reset Pairing
   • A new session starts and a fresh QR / pairing code is issued
   • Try pairing again

3. Verify your Matter controller

   • Ensure you have a compatible Matter controller (Nest Hub, HomePod Mini, Apple TV 4K, etc.)
   • The controller must be on the same network as WiserPort

4. Check network connectivity

   • Verify WiserPort is connected to Ethernet or Wi-Fi
   • Try rebooting your network router

5. Clear Matter data

   • Perform a factory reset if pairing continues to fail
   • Reconfigure WiserPort and try pairing again

Still Having Issues?

If you continue to experience problems, try these general troubleshooting steps:

1. Reboot WiserPort

   • Most issues resolve after a reboot

2. Check for firmware updates

   • Ensure you are running the latest firmware version
   • Go to System Settings > Update to check