fbpx

FAQ's

How can we help?

You might find the answer to your question in our ‘frequently asked questions’ list. 

Still found no answer? Please contact us.

Solutions

All questions on our Solutions

Collaboration

How do we work?

Contact

Contact our support

Solutions

Window/Door contact

Light flashes once: 

The Window/Door contact is opened. 

Light stays on: 

Something went wrong, the contact isn’t working properly. Please check your device. 

The fifthplay home app

Yes, you can use the app on several phones and tablets.

No, you need an active internet connection to access the most up to date information.

You cannot change the e-mail address of your fifthplay home account.

You can reset your password by clicking ‘forgot password’ on the Login Page.

Fifthplay guarantees that your privacy will be respected at all times as we operate in accordance with local and European legislation on privacy.

Read more on our Privacy Policy

The gateway
  • Open the internet browser on your computer and enter the following address so your gateway can connect with the internet modem or router
Operating systemAddress
Windowshttp://FP[your gateway’s MAC address]

Example: http://FP00112A211AD

If this address does not work, try adding .local to it

Example: http://FP00112A211AD.local 

MAC OShttp://FP[ gateway’s MAC address].local
  • Enter the numbers and letters of your MAC address without the colon (:)
  • Select ‘sound settings’
  • Deselect ‘Notification sounds status’
IndicationMeaning
Green LED, flashing Starting up. This can take up to 1 minute.
 Green LED onYour gateway is connected and functioning.
 Yellow LED onThe gateway is not connected to the fifthplay servers. Please contact the Customer Service Department.
 Yellow, flashing LEDThere is no internet connection.
Please contact your internet service provider. Repairing the connection can take up to an hour.

You will find the MAC address and serial number on the bottom of the gateway.

To reduce security risks we recommend not to connect the fifthplay gateways directly to the internet, but to install them behind a firewall (e.g. the firewall included in the router provided by your Internet service provider). We strongly advise you not to install the gateway in the DMZ of your router.

To improve security, accessing the S.A.M.I configuration page requires a password. The password is the unique code (SN) printed on the back of your gateway.

CO-detector

Sorry, that’s not possible. Once you’ve linked your CO-detector to your fifthplay Home account it is always active.

Indoors, they can be up to 30 meters apart.

IndicationMeaning
Red LEDCO Detected
Green LED Functioning and standby
Orange LED  
Flashing 1x per minuteThe batteries are low, please replace them soon. 
Flashing 2x per minuteThere are technical issues with your detector, please replace the device.
Flashing 3x per minuteThe detector is not working, please check the device
Flashing 4x per minuteThe detector is at his end-of-life cycle. Please replace the device
DIN-Rail module

No, they won’t be lost. The meter readings are saved for 25 hours locally. They transmit as soon as the gateway reconnects. 

The electricity consumption (Wh) is measured every 15 minutes.

The power consumption of your devices (W) is measured in real-time.

This is the on and off switch and reset-button of the DIN Rail Module.
Hold down the button for at least 3 seconds to reset the DIN Rail Module.

Good to know: 
This application is only available with the DIN Rail Module for 16A.

The light is off

That’s perfect. The DIN Rail module is connected and functioning.

The light is on 

There is no connection between the DIN Rail Module and the gateway

The light is flashing 

The DIN Rail Module is connecting to the gateway. 

The DIN Rail Module and gateway need to be between 1 and a maximum 15 meters apart. For indoor use only.

Yes, it is. The maximum deviation is 2 to 3%.

Multisensor

No, the Multisensor is for indoor use only.

Does your light flash only once, or every three minutes?

Light flashes once: 

Red light: Movement was detected 

Blue light: Something went wrong. The Multisensor wasn’t installed correctly

Light flashes every 3 minutes: 

This is the temperature indicator. 

Green light:  < 15°C

Blue light:  15 – 23°C

Yellow light:  23 – 28°C

Purple light:  28 – 36°C

Purple light:  > 36°C

Indoors, the maximum distance is 30 meters. 

Smoke detector

Please check your manual to find the ideal spot to install your Smoke detector.  

Red light flashes quickly and constantly:

Smoke is detected. 

Red light flashes every once in a while*

The device is working and in standby mode. 

Red and orange light flash continuously

The battery is low, please replace it. 

Orange light is on

The Smoke detector doesn’t work correctly. Please check your device. 

*Every 334 seconds, to be precise!

Indoors, the maximum distance is 30 meters. 

Smart Plug

No, they won’t be lost. The readings are saved for 25 hours locally. They transmit as soon as the gateway reconnects. 

The electricity consumption (Wh) is measured every 15 minutes.

The power consumption of your devices (W) is measured in real-time.

The button allows you to switch the Smart Plug on or off.
Hold down the button for at least 3 seconds to reset Smart Plug.

The light is off

That’s perfect. The Smart Plug is connected and functioning.

The light is on 

There is no connection between the Smart Plug and the gateway.

The light is flashing 

The Smart Plug is connecting to the gateway. 

The Smart Plug and gateway need to be between 1,6 and 15 meters apart. For indoor use only.

Yes, extremely accurate. The maximum deviation is 2 to 3%.

Water sensor

No, that’s not possible. The sensor remains active once connected to your Fifthplay Home Account. 

Light flashes once 

Water has been detected. 

Light stays on

Something went wrong. The sensor isn’t working correctly. 

Indoors, the maximum distance is 30 meters. 

Website

Sorry, that’s not possible. You can’t change the email address of your Fifthplay Home account.

Click the ‘forgot password’ button on the login page and follow the steps to reset your password.  

Google Chrome 56, Mozilla Firefox 51+, Safari 10.1+

Troubleshooting

Green light: 

Continuously on: Great, the gateway is connected and functioning. 

Flashing: the gateway is loading. This can take up to 1 minute. 

Yellow light: 

Try this first: 

Is the Ethernet cable connected properly? 

  • Check the Ethernet cable between the WAN port and the router/modem.
  • Restart the gateway and check if the LED then turns green. You can restart by unplugging the power adaptor from the gateway and plugging it back in again after a few seconds.

Do you have an internet connection? 

  • Try opening a web page on your computer. Please contact your internet provider if there is no connection.

The yellow light is continuously on: the gateway is not connected to the Fifthplay servers. Please contact Customer Service

The yellow light is flashing: There is no internet connection. Please contact your internet service provider. Repairing your connection can take up to an hour. 

Is your gateway connected to the internet? 

If the light flashes yellow, there is no internet connection. 

Try this first: 

Is the Ethernet cable connected properly? 

  • Check the Ethernet cable between the WAN port and the router/modem.
  • Restart the gateway and check if the LED then turns green. You can restart by unplugging the power adaptor from the gateway and plugging it back in again after a few seconds.

Do you have an internet connection? 

  • Try opening a web page on your computer. Please contact your internet provider if there is no connection.

The yellow light is continuously on: the gateway is not connected to the Fifthplay servers. Please contact Customer Service

The yellow light is flashing: There is no internet connection. Please contact your internet service provider. Repairing your connection can take up to an hour. 

That didn’t work? Please contact Customer Service.

Software Updates

The fifthplay solutions are regularly updated in order to improve the functionality or to fix some problems. The good news is that you do not need to do anything yourself since the software updates are automatically distributed to your gateway or smart devices. In the section below you will be able to find some more information on the different versions of software and know issues that have been fixed. Updating your systems to the latest releases will protect you against most security risks.

This release note applies to the following firmware releases: 
2017.2-HP4, 2018.4_HP3, 2018.5_HP7, 2019.2_HP3, 2019.3_HP2

These releases resolve a security vulnerability for fifthplay gateways running the S.A.M.I. configuration web interface.  

There was an unauthenticated Stored Cross-Site Scripting (XSS) and a Cross-Site Request Forgery (CSRF) vulnerability on the S.A.M.I. configuration web interface that could have allowed an attacker to access the S.A.M.I. web interface of a customer’s installation. This page only shows the MAC address and IP-address of the customer, and makes it possible to configure the gateway’s network settings. Fifthplay is not aware of any cases of this vulnerability being exploited in the field.

The firmware fixing this issue has been made available for all affected gateways. This firmware version will install automatically once the device communicates with our cloud platform. No end-user action is required to ensure protection from this vulnerability. To further secure access to the S.A.M.I. configuration page, we have added password protection.

This issue affected all fifthplay firmware releases issued between April 2017 and December 2019 on the following gateway models:
HAM V1.0 and V1.1, DINHAM 10W, DINHAM 20W, DINHAMPLUS, SMARTBOX

This issue was detected and disclosed by Gjoko Krstic. We thank Gjoko for responsibly disclosing this issue.