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Intesis products FAQ

关于Intesis产品的5个常见问题解答

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最常见的5个问题

Q: How to purchase our products?
If you are interested in acquiring any of our gateways or interfaces, please do not hesitate to contact us using our contact form.

Mare sure that you provide as much information as possible so we can offer the best solution for your integration.
Q: Is my AC system compatible with any Intesis gateway or interface?
Intesis has a wide range of solutions to integrate your AC system. Please check our compatibility section for more information.

In case of doubt, do not hesitate to contact us.
Q: Where do I get the LinkBox configuration software from?

LinkBox is the Intesis configuration software for our gateways. Depending on your gateway, you will need a specific configuration software. Find below different LinkBox softwares for each specific Intesis gateway.

LinkBoxMB, the software tool to configure Intesis Modbus Slave series gateways.
http://www.intesis.com/docs/software/setupv_linkboxmb

LinkBoxEIB, the software tool to configure Intesis KNX series gateways.
http://www.intesis.com/docs/software/setupv_linkboxeib

LinkBoxBACnet, the software tool to configure Intesis BACnet Server series gateways.
http://www.intesis.com/docs/software/setupv_linkboxbac

LinkBoxLON, the software tool to configure Intesis LON series gateways.
http://www.intesis.com/docs/software/setupv_linkboxlon

LinkBoxASCII, the software tool to configure Intesis ASCII series gateways.
http://www.intesis.com/docs/software/setupv_linkboxascii
Q: When using my ME-AC-KNX-1-v2, the specific AC model is not listed on the dropdown menu
Some models are not present in the dropdown menu of the ETS parameters section. Nonetheless, this is not a problem or any indication of incompatibility.

You only needs to check the AC unit features (number of fan speeds, available modes…) and select one model present in the list that matches its own AC unit features.

At the end of the compatibility list, there is a summary of different units present in the list with their available features. You can find the compatibility list.
Q: Where can I find the ETS database for my Intesis gateway?
Our range of Intesis KNX gateways (IBOX-KNX-xxx or IBOX-xxx-KNX) has not an associated VDx file to be used directly on ETS3 or Knxproj for ETS4. In order to setup the device properly, we have our own software, LinkBox, which is quite easy to use and fully documented in the manuals.

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Intesis cloud solutions for HVAC

需要AC Cloud Control产品的帮助?

请访问AC Cloud Control常见问题解答部分，在该部分中，我们对所有系列产品的最常见疑问进行了归类，以帮助您进行控制。

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查看协议 FAQ 页面

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ASCII 常见问题

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BACnet 常见问题

Q: IBOX-BAC-KNX vs IBOX-KNX-BAC
IBOX-BAC-KNX is a Bacnet server, whose objects are connected to KNX group addresses. This way, accessing this bacnet server from other BACnet devices you'll be able to communicate with the devices / group addresses in your KNX installation. IBOX-BAC-KNX is configured using LinkboxBacnet.

On the contrary, IBOX-KNX-BAC is not a BACnet server: it is Bacnet client, meant to access other BACnet servers. You need to know a priori which BACnet objects on which devices in the BACnet network you want to access, and declare them in Intesis configuration. Once configured, the information of the BACnet objects is exchanged with KNX. IBOX-KNX-BACNET is configured with LinkboxEIB.
Q: Where do I get the LinkBox BACnet configuration software from?

LinkBoxBACnet, the software tool to configure Intesis BACnet IP Server series gateways, can be downloaded from the following link:

www.intesis.com/docs/software/setupv_linkboxbac

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KNX 常见问题

Q: IBOX-BAC-KNX vs IBOX-KNX-BAC

IBOX-BAC-KNX is a BACnet server, whose objects are connected to KNX group addresses. This way, accessing this BACnet server from other BACnet devices you'll be able to communicate with the devices / group addresses in your KNX installation. IBOX-BAC-KNX is configured using LinkboxBACnet.

On the contrary, IBOX-KNX-BAC is not a BACnet server: it is BACnet client, meant to access other BACnet servers. You need to know a priori which BACnet objects on which devices in the BACnet network you want to access, and declare them in Intesis configuration. Once configured, the information of the BACnet objects is exchanged with KNX. IBOX-KNX-BACnet is configured with LinkboxEIB.
Q: IBOX-KNX-LON vs IBOX-LON-KNX

We have the product IBOX-LON-KNX, which should be configured with LinkboxLON, and implements a LON node to be commissioned with LonMaker or other typical LON commissioning tools on its LON side. Using IBOX-LON-KNX the KNX network will be seen within the LON installation as just one more LON device, with the NV where you've decided to map all KNX communication objects at configuration time.

On the other hand, we also have the product IBOX-KNX-LON (note the difference in the order of the references KNX-LON). In that case, it is configured using LinkboxEIB. IBOX-KNX-LON is not a LON node in itself. Rather, it operates by periodically polling (or sending writes) to Network Variables present in other LON devices in the network. This yields in a high traffic in the LON network (resulting of the continuous polling messages). In that case though, there is no need of commissioning the devices with LonMaker (our product can also operate if the network has been commissioned a priori – but this commissioning is not required). LinkboxEIB does allow for importing an XIF of an existing external LON device, so that you're able to get a list of points of it in LinkboxEIB - and be able to associate them with KNX group addresses, to interact with the device from the KNX network.
Q: Where do I get the LinkBox EIB configuration software from?

LinkBoxEIB, the software tool to configure Intesis KNX series gateways, can be downloaded from the following link:

www.intesis.com/docs/software/setupv_linkboxeib

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LonWorks 常见问题

Q: IBOX-KNX-LON vs IBOX-LON-KNX
We have the product IBOX-LON-KNX, which should be configured with LinkboxLON, and implements a LON node to be commissioned with LonMaker or other typical LON commissioning tools on its LON side. Using IBOX-LON-KNX the KNX network will be seen within the LON installation as just one more LON device, with the NV where you've decided to map all KNX communication objects at configuration time. On the other hand, we also have the product IBOX-KNX-LON (note the difference in the order of the references KNX-LON). In that case, it is configured using LinkboxEIB. IBOX-KNX-LON is not a LON node in itself. Rather, it operates by periodically polling (or sending writes) to Network Variables present in other LON devices in the network. This yields in a high traffic in the LON network (resulting of the continuous polling messages). In that case though, there is no need of commissioning the devices with LonMaker (our product can also operate if the network has been commissioned a priori – but this commissioning is not required). LinkboxEIB does allow for importing an XIF of an existing external LON device, so that you're able to get a list of points of it in LinkboxEIB - and be able to associate them with KNX group addresses, to interact with the device from the KNX network.
Q: Where do I get the LinkBoxLON configuration software from?

LinkBoxLON, the software tool to configure IntesisBox LON series gateways, can be downloaded from the following link:

www.intesis.com/docs/software/setupv_linkboxlon

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Modbus 常见问题

Q: Where do I get the LinkBoxMB configuration software from?

LinkBoxMB, the software tool to configure IntesisBox Modbus Slave series gateways, can be downloaded from the following link:

www.intesis.com/docs/software/setupv_linkboxmb

了解如何在HMS支持门户上提交案例

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Intesis产品的技术支持

Q: How technical support works for Intesis products?
HMS technical supports provides the customer with all the manuals, certificates, software, use cases, configuration files and trouble shooting for your specific Intesis Solution.

In order to help our Intesis customers access our technical services and provide a great support service, the following document has been created to describe a step by step guide explaining how to register yourself, how to create a case to get support and how consult the status of the cases.
Q: How to register in HMS portal to get support?
Register yourself in HMS portal to get Support in Intesis product.
- 1. Go to https://mysupport.hms.se/en-US/Account/Login/Register?returnUrl=%2Fen-US%2Fcreate-case-support%2F
- 2. Enter e-mail and password (all the fields are mandatory) (See figure below).
- 3. Enter the code from the image (See figure below).
- 4. Accept terms and conditions (See figure below).
- 5. Click on register (See figure below).
Note: The Passwords must contain characters from at least three of the following four classes: uppercase, lowercase, digit, and non-alphanumeric (special).
- 6. Fill the form with proper personal data (all the fields are mandatory) (See figure below).
- 7. Click on Save (See figure below).
- 8. Enter e-mail and password (See figure below).
- 9. Click on Sign in (See figure below).
To finish the register procedure, click on Confirm Email (See figure below).

Check the inbox and follow the instructions in the validation e-mail to finish the registering process.

Note: If no e-mail notification is received, make sure that the e-mail address entered is correct and/or check that the e-mail notification is not in the Junk or Trash folder of the e-mail account.

The link sent to the e-mail will validate your email account, and therefore activate it. Once the e-mail is validated, click on Sign in.
Q: How to open a ticket in HMS portal?
Get support on Intesis product through HMS portal.
- 1. Go to https://mysupport.hms.se/
- 2. Click on Get Support (See figure below).
- 3. Click on Create Case (See figure below).
- 4. Enter e-mail and password (See figure below).
- 5. Click on Sign in (See figure below).
- 6. Fill the form with proper data (all the fields are mandatory) (See figure below).
- 7. Click on Submit (See figure below).
After the user submits the case, it will be shown in case that are missing some details, those can be added by clicking on Create Comment (See figure below).

A Pop-up window will be shown, type the comment. In case the user wants to add a file click on attach file. Then, click on Submit (See figure below).
Q: How to consult your ticket status in HMS portal?
Consult the status of the case through HMS portal.
- 1. Go to https://mysupport.hms.se/
- 2. Click on Sign in (See figure below).
- 3. Enter e-mail and password (See figure below).
- 4. Click on Sign in (See figure below).
- Click on My Cases (See figure below).
After clicking on My Cases, the user will be able to see the status of the cases. To see the detail of the case, click on the subject of the case wanted (Seefigure below).

In this site the customer will see the information and comments done form the support team and his/her own comments as well in the case (See figure below).

In the other hand if the customer wants to add a new comment it can be done by clicking on Create Comment (See figure below).

A Pop-up window will be shown, type the comment. In case the user wants to add a file click on attach file. Then, click on Submit (See figure below).

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