TRO.Y 2: Troubleshooting

Troubleshooting #

#

Finding & Accessing TRO.Y #

Connection Requirements: TRO.Y 2 requires PoE (Power over Ethernet). Connect to a PoE switch or use the included PoE injector. Verify LEDs are lit on the front of the unit.

Method 1: Ping TRO.Y #

• Windows: Open Command Prompt, type ping troy, press Enter

• Mac: Open Terminal, type ping troy.local, press Enter

• If successful, the IP address will be displayed. Enter that IP in your browser.

Method 2: UPnP Discovery (Windows) #

1. Open File Explorer and click Network in left panel

2. Look for SI_TRO.Y under “Other Devices”

3. Double-click to open in browser, or right-click → Properties for IP address

Method 3: ARP Command #

Type arp -a in Command Prompt/Terminal. Look for MAC address starting with 70:B3:D5 or 58:76:07 — the IP next to it is your TRO.Y.

Direct Connection (No Network): Connect directly to TRO.Y using the fallback IP: 169.254.169.254

1. Connect laptop directly to TRO.Y with Ethernet cable

2. Set your computer’s IP to 169.254.169.X (X = 1-250)

3. Subnet mask: 255.255.255.0

4. Press the Reset button on TRO.Y (red LED will flash)

5. Navigate to 169.254.169.254 in browser

Browser Tips #

• Use Chrome for best compatibility

• Clear browser cache if page won’t load

• Always use TRO.Y’s Back button (not browser back) to avoid data loss

Password Locked Out? #

Press the Reset button on TRO.Y to enable security bypass mode for 5 minutes, then refresh your browser. Note: SI Support cannot reset or recover lost passwords.

TRO.Y Not Responding #

LED Status Reference #

• Power LED (PWR): Solid = powered on

• Network LED (NET): Blinking = network activity

• Bus LEDs (1-4): Activity on RS-485 ports

• Helen LED: Zigbee coordinator activity

Troubleshooting Steps #

1. Power cycle TRO.Y – disconnect PoE for 30 seconds, reconnect

2. Check PoE source – try a different PoE port or injector

3. Check network cable – try a different cable

4. Factory reset – press and hold Reset button until all LEDs turn off

Button Operation:
Short press: Security bypass (5 min GUI access)
Long press (until LEDs off): Factory reset – erases all settings

Configuring Network Settings #

Recommendation: If using 3rd party control systems, it is recommended to set TRO.Y to Static IP.

Setting Static IP #

1. Go to System Settings at top of screen

2. Turn DHCP OFF

3. Enter Static IP, Subnet Mask, and Gateway

4. Scroll down and click Restart

Best Practice: If using Static IP, also reserve the MAC address in your router settings for stability. TRO.Y MAC addresses start with 70:B3:D5 or 58:76:07.

Updating TRO.Y Firmware #

Critical: Do NOT power off TRO.Y or leave the GUI while firmware is updating!

Firmware Update Steps #

1. Go to System Settings at top of screen

2. Scroll to bottom and click Show next to Firmware Updates

3. Click Choose File and select the firmware file

4. Press the Reset button on TRO.Y (red LED should flash)

5. Click Submit to start upload

6. Wait for “result”: “good” in Results box

7. Click System Restart button

If Firmware Update Fails: Press the Reset button again, then press Submit again.

Zigbee Mesh Network Troubleshooting #

Helen Diagnostics Video #

Zigbee Mesh Networking & RF Issues #

Zigbee mesh design, interference diagnosis, and spectrum analysis are covered in depth in the dedicated guides:

• Zigbee Mesh Network & Troubleshooting Guide

• Zigbee Mesh Design Guide

Motor Not Discovering #

Discovery Steps #

1. Go to Integration Table

2. Click Start Wired Device Discovery

3. Devices will appear as they’re found

4. Click Stop Wired Device Discovery when done

5. Click Accept Edits to save to browser

6. Click Commit Integration Table to save to TRO.Y

Wiring Checklist #

• Verify proper termination at both ends of bus

• Check for loose connections

• Use twisted pair cables (CrestNet, Lutron, or Somfy wire preferred)

• Max cable length: 300 feet total

• Check motor has power

Isolate Wiring Issues:

• Temporary cable — run a new cable across the floor to bypass existing wiring

• Direct connection — plug the shade directly into the Janus

• Swap locations — if possible, swap the problem shade with a working shade at a different location

If the shade works with temporary wiring or at a different location, the original wiring is likely the issue.

Best Practice: Divide shades into 4 segments (one per TRO.Y bus port) for best performance. Max 64 shades per port, 256 total per TRO.Y.

Motor Not Responding to Commands #

Troubleshooting Steps #

1. Check motor power – is the motor powered?

2. Check Integration Table – is motor showing online?

3. Use Test button in Device Table to jog

4. Check for address conflicts – each motor needs unique ID

5. Check motor limits are set correctly

Common Causes #

• Motor limits not set (motor won’t move past limits)

• Address conflict with another device

• Wiring issue on bus line

• Motor power issue

Motor Issues (Aging/Encoder Problems) #

Motors may develop encoder or limit issues that cause them to move only in small increments or not move at all.

Symptoms #

• Motor only moves in small increments (jogging slightly then stopping)

• Motor doesn’t move at all when commanded

• Motor responds to commands but travel is very limited

• Limits display as 65535 (indicates encoder/limit memory corruption)

Step 1: Try Adjusting Limits #

1. Go to Integration Table → Device Table

2. Click Config on the affected motor

3. Click Limits button

4. Check current limit values — if either shows 65535, this indicates corruption

5. Try clicking Adjust next to Upper Limit

6. Use UP/DOWN controls to move shade

7. Click Set to save new limit

8. Repeat for Lower Limit

Step 2: Factory Reset the Motor #

If adjusting limits doesn’t help, or limits still show 65535:

1. Go to Integration Table → Device Table

2. Click Config on the motor

3. Click Limits button

4. Click Factory Reset button

5. Confirm the reset when prompted

6. Wait for motor to reset (may take 30-60 seconds)

7. Re-set both upper and lower limits after reset

8. Test motor operation

Important: Factory Reset Erases All Settings
Factory reset will erase upper and lower limits, intermediate positions (favorite positions), and motor address (will need to re-discover). You will need to re-configure the motor after reset.

Intermittent Communication #

Systematic Troubleshooting #

1. Identify problem motors using Diagnostics Table

2. Isolate Janus units – connect each one individually to TRO.Y bus ports (don’t daisy chain)

3. Narrow down faulty motor – disconnect all motors, reconnect one at a time

4. Inspect wiring once fault is located

Wiring Checks #

• Proper termination at both ends

• No sharp bends in cables

• Proper grounding – no ground loops

• Continuity test – check for shorts or broken wires

• Cable length – max 300 feet

Pro Tip: Instead of daisy-chaining Janus units, connect each one individually to TRO.Y bus ports. This makes troubleshooting much easier.

Motor Rotation Direction Wrong #

If the motor is moving in the wrong direction (up command moves down, or vice versa), you can reverse the rotation in TRO.Y.

Reverse Motor Rotation #

1. Go to the Integration Table

2. Click Config next to the motor

3. In the Motor Settings, press the “Direction” button to alternate between Clockwise and Counter-Clockwise

4. Press the “Back” button to leave the Configuration Mode

After Changing Rotation: You may need to re-set your limits after changing the rotation direction, as the up/down reference points will swap.

RTS / RF Troubleshooting (Pegasus) #

RTS operates on 433.42 MHz frequency.

Range Issues #

Typical RTS Range #

• Indoors: ~30 feet (varies by obstacles)

• Outdoors: Up to 60 feet in ideal conditions

Range Troubleshooting #

1. Check remote batteries – weak battery = short range

2. Test closer – does it work at short distance?

3. Check for interference – metal, thick walls, other RF devices

4. Reposition antenna – extend fully, position vertically

5. Try different remote – rule out faulty transmitter

Common Interference Sources #

• Metal objects (cabinets, HVAC ducts)

• Thick walls (concrete, brick)

• WiFi routers, baby monitors, cordless phones

• Wireless security cameras

Extend Range: If range is insufficient, a Pegasus Smart Repeater can extend the signal. Install it halfway between transmitter and motor.

Pairing Motor to Pegasus #

RF Motor Table Pairing #

1. Make sure remote is paired to motor and limits are set

2. In Device Table, click Config on Pegasus

3. Click RF Motor Table

4. Put motor in pairing mode (see below)

5. Click RF Pair for desired channel – motor will jog

6. Click RF Test to confirm

7. Label the channel and click Save

Putting Motors in Pairing Mode #

• Somfy 30 Series (LV/Wirefree): Hold Program button on remote until jog, then hold Motor Head button until jog

• Somfy 50 Series (LV): Hold Program button on remote until jog

• SI KAOS: Hold STOP button on remote for 5 seconds until jog

• Alpha: Tap RED button on motor head – jog, then UP+DOWN quickly, then STOP 8 times – jog

Learning a Remote to Pegasus #

Compatibility Modes #

Select the correct mode in Pegasus Config:

• Somfy: Somfy/Olibra remotes

• Alpha: Alpha remotes

• SI KAOS: SI KAOS remotes

• Lutron: Lutron Pico remotes

Learning Remote Steps #

1. In Device Table, click Config on Pegasus

2. Click RF Remote Table

3. Click Learn (button turns yellow)

4. Press program button on remote

5. Remote ID will appear when learned

6. Select target for the remote

7. Click Send Target to Device

Remote Program Buttons #

• Somfy: Press program button on back of remote

• Alpha: UP+DOWN together, then STOP 8 times quickly

• SI KAOS: Hold UP button for 7 seconds

• Lutron Pico: Hold any button for 7 seconds

Ghost Signals (Motors Moving Without Command) #

Possible Causes #

• Nearby devices on 433 MHz (car remotes, baby monitors)

• Other RTS motors with same address

• Stuck button on remote

• Third-party automation triggering schedules

• Voltage spikes on power line

Troubleshooting Steps #

1. Power cycle motor – disconnect for 30 seconds

2. Clear programming – perform full reset on motor

3. Reprogram with single trusted remote

4. Isolate interference – turn off nearby RF devices

5. Check automation – review schedules in TRO.Y, Bond, or control system

6. Remove batteries from unused remotes

Use RF Scanner: An RF scanner can detect unknown signals around 433 MHz. Monitor for spikes when ghost signals occur.

Integration Troubleshooting #

Most Integrations Require Telnet Setup First: Control4, Crestron, Bond, Savant, URC, and most other systems require Telnet/JSON Server to be configured in TRO.Y before integration. Josh AI and Lutron do NOT require Telnet setup.

Telnet Connection Limit: TRO.Y only supports 1 Telnet connection at a time. If using Bond Bridge Pro with another control system, integrate Bond into TRO.Y and use a 3rd party driver to control Bond.

Telnet/JSON Server Setup #

Recommendation: Use Static IP or MAC reservation on TRO.Y and 3rd party processor for stability.

Telnet Setup Steps #

1. Click Integration Settings

2. Click Show on Telnet/JSON Server Settings

3. Select TCP

4. Set Telnet port (default: 23)

5. Enter Username and Password

6. Click Submit

7. Restart TRO.Y

Verify Connection: When connected, TRO.Y Dashboard will show “Good Connection” in System Status under Telnet Server.

Control4 Issues #

Common Problems #

• Can’t discover devices: Verify Telnet credentials match between TRO.Y and C4 driver

• No 2-way feedback: Run Measure Travel Time action on each blind driver

• Connection drops: Check for IP changes; use Static IP or DHCP reservation

Crestron Issues #

Common Problems #

• 64 shade limit: Crestron Home extension supports maximum 64 shades per TRO.Y. For larger projects, use SIMPL programming with Telnet API.

• Extension not connecting: Verify TRO.Y IP, username, and password are correct

• Shades not showing: Ensure shades are committed to Integration Table in TRO.Y

Josh AI Issues #

Josh AI uses auto-discovery to find TRO.Y on your network. No Telnet/JSON setup is needed.

Important: Currently Josh AI will not import groups from TRO.Y, and RTS motors connected via Pegasus.

If TRO.Y Not Auto-Discovered #

1. Go to System Setup → Configure Devices

2. Click Add Integration

3. Search for and select the Shade Innovations logo

4. Enter TRO.Y IP address, press Reset button, click Next

5. If still not connecting, check network settings and power cycle both devices

Bond Bridge Pro Issues #

Setup Steps #

1. Open the Bond app → My Devices → Select Bond → Advanced Settings → Network Info (note IP)

2. Open browser and enter Bond’s IP followed by /troy (e.g., http://192.168.1.100/troy)

3. Enter the TRO.Y IP address and click Save

4. In TRO.Y, enable Telnet/JSON Server with username and password

5. Reboot both TRO.Y and Bond Bridge Pro

Lutron Issues #

Compatible Systems Only: TRO.Y integrates with QSC, RadioRA 2, RadioRA 2 Select, and Caseta Pro. NOT compatible with QSX or RadioRA 3.

Setup Requirements #

1. Enable Telnet on Lutron: In Lutron app → Tools → Advanced → Integration → Enable Telnet Support

2. Configure TRO.Y Telnet Client: Integration Settings → Telnet Client Settings → Enable → Enter Lutron processor IP, Port 23, credentials (default: lutron / integration)

3. Configure Telnet Client Table for button mappings

General Integration Troubleshooting #

• Verify network settings – Both devices on same network/VLAN

• Power cycle both devices after configuration changes

• Check firewall rules – Port 23 (Telnet) must be open

• Confirm TRO.Y firmware is current

• Test Telnet connection using a terminal application (PuTTY, Terminal)