Hi there,

Irrigation valves require a full 24VAC signal to pull the solenoid plunger completely open. If valves only partially open, the issue is almost always insufficient voltage under load or high resistance in the wiring.

Please check the following:

• Power Adapter Output: Verify your power adapter supplies a consistent 24VAC (not 12V or DC). If the adapter is aging, it may power the Wi-Fi chip but fail to deliver enough current to fully actuate solenoids. 

• Common Wire Connection: A loose, oxidized, or corroded C wire causes a severe voltage drop across all zones. Re-strip and firmly re-seat the wire into the C terminal.

• One Valve at a Time: Ensure your schedules don't run multiple zones simultaneously, as running parallel valves can drop the line voltage below the required threshold.

• Manual Bleed Test: Turn the solenoid on the physical valve 1/4 turn by hand. If water flow is still weak, the issue is low main water pressure or debris trapped in the valve diaphragm, not the controller.

If the wiring and adapter test normal (around 24–28VAC), reach out to us at support@netrohome.com with your device S/N for a hardware check.

Best regards,

Netro Support Team

Hi there,

Thank you for reaching out!

We checked our backend system and noticed that your controller has been standby since August 9th. When the device is offline, it cannot sync with the cloud to receive updated soil moisture data or trigger scheduled watering commands.

Please try the following steps to bring it back online:

1. Power Cycle: Unplug the power adapter from the wall outlet, wait about 30 seconds, and plug it back in to reboot the controller.

2. Check Connection: Ensure the LED indicator shows a stable Wi-Fi connection and that the device status updates to "Online" in your Netro App.

Once back online, the system will immediately sync your Whisperer 2's moisture readings and resume its smart watering schedule during your allowed 0:00 – 5:00 window.

If the controller still won't come online or trigger watering after the reboot, please contact our support team directly at support@netrohome.com with your device's Serial Number, and we will gladly assist you further!

Best regards,

Candice

Hi there,

Thank you for reaching out!

Here is why your system hasn't started watering yet, along with what to check:

Netro calculates and builds its Smart Watering schedule once per day during the night.

• If you recently paired or calibrated your Whisperer 2, the cloud algorithm will incorporate this new moisture data into the next scheduled daily calculation cycle.

• Since your allowed window is 0:00 – 5:00, the system will evaluate the soil moisture and automatically schedule the upcoming session during the next available early morning window.

• Netro checks the upcoming hyper-local forecast before running. If rain is expected within the next 24–48 hours, or if temperatures are unusually low, the system may delay watering to prevent over-saturation.

• Double-check in the Netro App that your new Whisperer 2 is specifically linked to that active Zone. 

Tip: 

If you need to water immediately to help settle the new sensor or seedlings, you can run a quick Manual Run from the app anytime without interrupting your automated Smart schedules.

Please let us know if your system still doesn't schedule watering during the next 0:00 – 5:00 window!

Best regards,

Candice

Hi there,

Thank you for reaching out! Both sensors are reading accurately, but they present data on two completely different scale systems.

1. Physical Volume: Ecowitt measures the literal percentage of space taken up by water. In typical soil, 28% to 35% is already the maximum water the ground can physically hold before saturation.

2. Plant Usable Water: Whisperer 2 uses capacitive sensing to detect the soil's dielectric constant and translates it into a plant-centric scale (0% = wilting point, 100% = ideal maximum wetness). Because 28% physical water means your soil is almost full, Netro interprets this as 96% usable water for your plants.

Here are a few tips:

• 1-Hour Data Sync: Whisperer 2 syncs data to the cloud once every hour. If you recently watered or adjusted the setup, the app might still be displaying the previous hour's reading.

• Sensor Movement: If you moved the Whisperer between different pots during testing, the app algorithm might still treat the readings as if it's in the original soil bed.

• Quick Touch Test: When in doubt, try pinch a little soil with your fingers to feel the moisture directly.

Please let us know if you have any other questions.

Best regards,

Netro Support

Hi there,

Yes, absolutely! You can easily link your sensor with your Pixie right in Netro app.

Here is how to set it up:

1. Open the Netro App and go to your Pixie device page.

2. Tap the "+" icon in the top right corner.

3. Select plant sensor to pair it directly with your Pixie.

Once linked, your Pixie will be able to utilize the sensor's real-time soil moisture and environmental data to smart-tune your watering schedules!

Please feel free to reach out if you need any assistance during the setup.

Best regards,

Candice

Dear customer,

Thank you so much for bringing this valuable suggestion to our attention!

Using the Pixie 1 as a pool filler or utility timer is a great idea. We will seriously consider your feedback and include it in our research scope for future feature upgrades and app updates.

We really appreciate you taking the time to help us improve Netro!

Best regards,

Candice

Dear customer,

To remove them, you can select the unable device, and simply go to Setting>Controller>Remove This Device.

Try above steps and see if it works.

Best regards,

Candice

Hi there,

Thank you for reaching out, and we are very sorry for the location glitch!

This discrepancy usually happens if the country selection was missed or skipped during the initial device setup. When that happens, the system defaults to a US location structure, which locks the ZIP code and State fields to US formats and prevents you from editing them manually in the app or web interface.

We are on it! Our technical team is currently updating your account profile to place your controller at your correct address in Alessano, Italy. 

Please allow up to 24 hours for the location and forecast data to completely sync and update on your home screen.

Best regards,

Netro Support Team

Hi there,

Regarding different soil and sprinkler types, we have different algorithmic "recipes" of each setting. For a Rotor Head sprinkler setup in Sandy Loam soil, here is the ranking of the relative seasonal water use for these settings, from highest to lowest consumption:

1. New Plant: Highest. This mode maximizes frequency to keep the topsoil constantly moist, which is essential for establishing fresh root systems.

2. Boost: High. In this mode, Netro adjusts the calculations assuming a lower precipitation rate, which significantly extends the runtime of each watering session.

3. Frequent: Medium-High. This increases the repetition of watering cycles. Since sandy loam drains relatively quickly, more frequent watering leads to slightly higher seasonal totals due to surface evaporation.

4. Regular / EPA: Medium (Baseline). These modes serve as the scientific benchmark. They use the standard parameters for your Rotor Heads and Sandy Loam, applying water dynamically based purely on real-time weather and plant evaporation.

5. Deep: Medium-Low. This increases the days between watering cycles, training plant roots to grow deeper into the sandy loam and saving water overall.

6. ECO: Lowest. This setting optimizes water conservation by reducing the calculated runtime durations and dynamically capping water usage based on weather efficiency.

Best regards,

Candice

If your wiring looks correct, your controller's internal hardware might be experiencing a temporary freeze.

Please try a hard reset to restore the system:

1. Power Cycle: Unplug the Netro power adapter from the wall outlet, wait 30 seconds, and plug it back in to reboot the hardware.

2. Factory Reset: Locate the physical reset button on your controller. Press and hold it down until the lights flash, then re-add the device in your app.

If it still won't trigger the valves, contact us at support@netrohome.com for a hardware diagnostic!

Best regards,

Netro Support Team

Dear customer,

If the Netro skill keeps disconnecting from Alexa, it is usually due to an expired cloud authorization token or a sync cache glitch on Amazon's servers.

Please try to Disable Netro in your Alexa app first, then log out of both the Netro app and Alexa app, then log back in. These steps shall re-enable the Netro skill in Alexa and link your account again.

If it's still unconnected, please email us at support@netrohome.com.

Thanks,

Candice

Dear customer,

The Eco Factor acts as a smart throttling lever for your watering duration. Netro’s cloud algorithm daily analyzes hyper-local weather parameters—such as evaporation rates, solar radiation, and recent rainfall—alongside your specific plant and soil types.

Instead of skipping a session entirely, the Eco Factor dynamically scales your watering time up or down by a percentage. For instance, on a cooler, humid day, it might reduce watering to 70% to save water, while boosting it during a heatwave to protect your garden. It ensures your soil stays perfectly balanced without wasting a drop!

Dear customer,

Terra cotta pots are highly porous and naturally absorb and trap moisture inside their clay walls. Even if the soil surface looks bone-dry, the pot itself often holds significant residual moisture. If your Whisperer 2 is placed too close to the pot wall, its sensors will read that trapped moisture and report a high percentage.

To fix this test:

1. Move the Whisperer to the center of the pot, ensuring it doesn't touch the clay container.

2. Press the soil firmly around the metal prongs to eliminate air pockets.

Dear customer, Netro controllers cannot control multiple valves simultaneously on a single zone. The hardware terminal ports are strictly designed to power one valve per zone. 

Hi there,

If the light is completely dead even after a power cycle, this is usually a hardware power issue.

Please try these quick checks：

1. Test the Outlet: Plug another device into the exact same outlet to confirm 100% that power is flowing.

2. Check the Adapter: Ensure you are using the original Netro 24VAC power adapter.

If the outlet works but Netro stays completely dark, please email support@netrohome.com with your serial number. Our team will assist you.

Best regards,

Candice

Dear customer,

Currently, the Netro app does not support push notifications for the specific start and stop times of individual watering cycles.

However, We have implemented the app notification when the device starts to water. Currently it is ready for beta testing. If you are interested in this feature, please contact us at Support@netrohome.com. In the next app release, there will be a public on/off control for this feature. 

Thanks,

Candice

Hi there, we are so sorry for the frustration! Rest assured, your app has not been intentionally disabled. When a Netro controller drops offline during a Wi-Fi change, the app temporarily disables control buttons to protect your system until connection is restored. Try establishing a new Wi-Fi connections first. If it still shows "disabled", email your controller's serial number directly to support@netrohome.com. Our backend team will jump in to check your device status.

Best regards,

Candice

Hi there, the app is designed to keep you logged in permanently, so you shouldn't have to type your password every time. If it keeps logging you out, please try this quick fix to refresh your login token:

1. Go to the Settings tab, scroll to the bottom, and tap Account>Sign Out.

2. Close the app completely from your phone's background.

3. Re-open the app and log back in.

This should lock your session in for good!

Best Regards,

Candice

Thanks,

Candice