The ViCare app no longer connects to the heating system. What do I have to do to restore the connection?

If the ViCare app no longer connects to your heating system, first check in the “Notifications” section of the app whether Viessmann is currently carrying out maintenance work or whether there is a system fault in the cloud. Also rule out the possibility that your router has crashed by checking the connection with other Wi-Fi devices.

If none of this applies, check the signal strength by navigating to “Communication module” under “Settings” and then to “Signal strength”. If the signal strength is weak or very weak, this is the most common cause of a connection failure and can lead to frequent reconnection.

The following measures can help to resolve this:

For Viessmann One Base systems with integrated Wi-Fi module (newer generation) 

• Restart the communication module in the ViCare app. To do this, navigate under “Settings” to “Communication module” and click on “Reboot communication module”.
• Try to ensure a stronger Wi-Fi signal by using a Wi-Fi repeater.

For heating systems with Vitoconnect (older generation)

• Restart the communication module in the ViCare app. To do this, navigate under “Settings” to “Communication module” and click on “Reboot communication module”.
• Perform a hard reset by disconnecting the Vitoconnect from the mains for 60 seconds.
• Try to ensure a stronger Wi-Fi signal by using a Wi-Fi repeater or positioning the Vitoconnect in a location with a stronger signal, i.e. closer to the repeater or Wi-Fi router.

If the connection problem persists, please contact us at customer-care@viessmann.com. Please include a full description of the problem and any photos or screenshots. Please also include your Vitoconnect ID and the serial number of the heating system.