Questions about Pontos®?

Frequently asked questions on the Pontos water management system

Do you have questions about hansgrohe Pontos? Do you want to know how you can control water safety and the indoor climate conveniently using your smartphone? We answer the most frequently asked questions on the Pontos Base and Pontos Scout here. You will also find important information about the hansgrohe home app, individual user profiles, updates, data synchronisation and safety here.

 

Water management

What is hansgrohe Pontos?
Pontos is all about systematic reassurance and safety. Relax day in, day out with Pontos as this water management system from hansgrohe can increase your quality of life at home and protect your property against water damage.

How is this possible? The Pontos Base checks the pipelines for water leaks and detects even the smallest amount of abnormal water consumption. Place the round moisture sensors, called the Pontos Scout, wherever you want to prevent damage caused by uncontrolled water leaks, frost, unusual temperatures and humidity.

In the event of suspected damage or if your preset limit values have been exceeded, the Pontos products will inform you immediately by alarm, flashing light and push notification on your smartphone via the hansgrohe home app.

Can the Pontos Scout and Pontos Base also be used individually?
Yes, the Pontos products can be used separately.
  • Pontos Scout: As an independent product, the Pontos Scout acts in a similar way to a smoke alarm in the rooms of your choice. As soon as the water sensor detects a build-up of water somewhere, it will alert you with a flashing light and warning sound. If the Pontos Scout is linked to the hansgrohe home app on your smartphone, you will receive a push notification on your smartphone immediately. If the Pontos Scout is also connected to a Pontos Base via the same Wi-Fi network, the system will shut off the water mains in the event of damage. 
  • Pontos Base: This product can also be used independently. If a leak is suspected, the Pontos Base will close the water mains and indicate this on its display. If the Pontos Base is linked to the hansgrohe home app on your smartphone, you will receive a push notification from it on your smartphone at the same time.  
Are Pontos devices TÜV tested and CE-compliant?
The products do not feature the TÜV seal, but the equivalent and recognised VDE seal. The Association for Electrical, Electronic & Information Technologies (VDE) is heavily involved in the preparation of international safety standards and has an excellent reputation as an independent testing laboratory. The test basis and the test methodology are absolutely comparable with those of the TÜV.

Of course, the products are also CE-compliant. Due to their Wi-Fi functionality, the devices comply with the European Radio Equipment Directive (RED) and the Restriction of Hazardous Substances (RoHS) Directive (which applies to heavy metals such as lead). The VDE accordingly checks that the device complies with the current safety standards, does not cause any interference with other devices (EMC) and does not negatively affect the radio network.

Pontos Scout water sensor

How does the Pontos Scout work, and where is it placed?
No installation is required for the Pontos Scout. Simply place it on the floor in the key areas of your home, for example next to the washing machine, under the sink or in the children’s room. It will report any build-up of water here. The Pontos Scout will detect this occurrence using two gold-alloy sensors positioned a millimetre off the floor. Upon contact with water, it will cause a short circuit. 

If the Pontos Scout is connected to the hansgrohe home app, it will continuously measure the humidity and room temperature. It will warn you immediately if limit values are exceeded, for example in the event of frost damage. The Pontos Scout prevents possible damage to the house or flat and increases the rooms’ indoor environment quality by reporting the humidity and temperature data. Whether in the children’s room or the pantry. 

What is included in the Pontos Scout’s scope of delivery? 
One Pontos Scout, two batteries (AA) and the installation manual required for setup. 

How is the Pontos Scout set up? 
You can set it up yourself. During the installation process, the required steps will be displayed and explained to you in the hansgrohe home app. 

How many Pontos Scouts can be connected to the Pontos Base? 
Up to 16 Pontos Scouts can be connected to the Pontos Base but an unlimited number of Pontos Scouts can be connected to the app.

How long is the Pontos Scout's battery life?
The average lifetime is approximately two years. This mainly depends on how many synchronisation times you have saved in the hansgrohe home app. Twice a day is set as standard. Reducing this to just once a day vastly increases the lifetime. 

If the battery capacity is insufficient, you will be notified of the need to replace the batteries via the hansgrohe home app. You can also view the battery status at any time in the app.

What does ‘synchronisation time’ mean? 
The synchronisation time describes a moment in which the Pontos Scout connects to the Wi-Fi and transmits the current parameters so that this data can be displayed in the hansgrohe home app. This moment can be configured to suit your needs.
 
Where can I view the information on temperature and humidity?
To check the current temperature and humidity parameters, please open the hansgrohe home app and go to the ‘Statistics’ page. The parameters for every connected Pontos Scout are listed here.

How up to date is the information displayed in the hansgrohe home app?
It depends on how frequently you sync the device(s) (see above). The exceptions here are detected leaks and reports on set limit values for temperature and humidity being exceeded or not being reached. These notifications will be transmitted and reported to you when the incidents occur, even if it is not at a defined synchronisation time.

What are limit values?
You can set the limit values for the temperature and humidity in the hansgrohe home app. You will receive a notification on your smartphone if the measured data exceeds or falls short of these limits.

How can I save an emergency contact?
You can store an emergency contact in the hansgrohe home app. This telephone number will be used to contact a second person about a water leak in an emergency. Your emergency contact will be sent a text message about the detected water leak. Useful numbers here include somebody who lives near your holiday home or your local plumber.

How do I install a firmware update? 
To guarantee your Pontos Scout is always working properly, we recommend updating the device’s firmware. You will also be able to benefit from the latest features and improvements. You will be sent a notification as soon as new firmware is available. A step-by-step guide will take you through the update process.

The Pontos Base water manager

Does the Pontos Base have DVGW certification (Germany)? 
Yes, the Pontos Base has DVGW certification for Germany.

How does the Pontos Base work? 
The Pontos Base with a built-in Wi-Fi connection features:
  • an electronic water meter device (using a turbine);
  • an electrically operated shut-off (ball valve);
  • a pressure sensor;
  • a display.
Once installed, the Pontos Base is permanently connected to a server via coding. When prompted, it reports data – for example volume flow, flow rate per time, duration of volume flow, pressure drop or temperature – from the drinking water installation to the server.

The maximum permissible parameters can be set and changed at any time directly on the Base’s display or in the hansgrohe home app. Even if the Internet is down, the parameters will continue to be monitored. However, communication with the server will not take place during this time. Power is supplied via the mains adapter. A battery for short-term protection against power failure is included in the scope of delivery.

How and where is the Pontos Base installed?  
hansgrohe would like to make customers aware that this product must be installed by a qualified plumber as it is connected to the water mains and positioned near the water meter. This means that incorrect installation may impair the water supply to the whole home. We also recommend that you install a filter (after the Pontos Base) to protect the subsequent installation. If there is a water softener, it should also be connected after the Pontos Base.

How does the Pontos Base detect a leak?
The Pontos Base monitors a drinking water installation for leaks, taking various criteria into account. The ‘volume’, ‘time’ and ‘flow rate’ criteria recorded in a cycle act as actual values. These are measured and calculated when the water is flowing and compared with the set nominal values. If one of these nominal values is exceeded, it will assume there is a leak.

Which types of leaks might occur?
  • Volume leak. Within a water withdrawal, the cumulated water volume (litres, m³) is measured. If the volume exceeds the set limit value, the Pontos Base assumes there is a leak. 
  • Time leak. The time is measured within a water withdrawal. If the time exceeds the set limit value, the Pontos Base assumes there is a leak. 
  • Flow leak. The flow is measured within a water withdrawal. If the flow exceeds an individual limit value for a set time, the Pontos Base assumes there is a leak. 
  • ​​​​​​​Microleak. In order to detect microleaks, the system is locked via the shut-off unit for three minutes during an unused period at night (three hours with no water withdrawal). If water is detected when the shut-off unit is opened, the Pontos Base will also assume there is a leak here.
Each of these criteria results in closing the shut-off unit and preventing or minimising water damage. You will be notified of a possible leak at the same time via a push notification from the hansgrohe home app.

The Pontos Base will also receive a message from the Pontos Scout as soon as this device has registered a build-up of water. Both products need to be connected to the same Wi-Fi network so that they can communicate. The Pontos Base will then immediately shut off the pipeline and report this to your smartphone.

What is included in the Pontos Base’s scope of delivery?
A Pontos Base with two 1” brass connections, a 9V block battery for the emergency power supply, an Emergency On key, a mains plug with cable and the technical product information required for installation.

How is the Pontos Base set up? 
It must be installed and set up by a qualified plumber as installation involves working on the property’s central water supply. During the installation process, the required steps will be displayed and explained to the specialist in the hansgrohe home app.

How does the Base’s self-learning phase work after setup?
After setup, the device is immediately ready for operation. You can now define individual parameters and profiles or start a self-learning phase limited to 1-28 days. The learned parameters are then stored in an additional profile.

If the optimum operating parameters are available, you can also set these manually. You can restart the self-learning phase at any time. During the installation process, all the required steps will be displayed and explained to you in the hansgrohe home app.

What can be controlled via the Pontos Base control panel?
The device can be shut off and reopened using the control panel. The control panel also displays various user profiles (e.g. ‘At home’ or ‘Away’) and the relevant settings (e.g. ‘leak at 500 litres’). The profiles can also be changed via the device. You can conveniently configure and monitor all other settings and parameters via the hansgrohe home app.

How can I set my own user profile?
The devices’ parameters are defined in user profiles. They include the basic parameters of ‘volume’, ‘time’ and ‘flow’. Three profiles are stored in the factory settings: ‘At home’ (standard profile), ‘Away’ and ‘Holiday’. Another profile is automatically created after a ‘self-learning phase’ (e.g. 14 days). You can also set up five more profiles at a later date to reflect your user behaviour (for example, increased need when away).

You can also adjust the parameters of all pre-installed profiles to suit your needs. User profiles have the advantage that the basic parameters are no longer interdependent (e.g. long time with small volume for regeneration, ion exchangers or high flow for short time with use of flush valves).

You can also use your user profiles to implement protection levels that are used temporarily, e.g. large short-term water requirements (pool filling) or deactivation of the system in the winter (garden irrigation). You can conveniently configure and set all settings relating to the user profiles via the hansgrohe home app.

Is there a self-check feature to test the functionality?
In order to guarantee the long-term functionality of the shut-off valve and to prevent contamination, the ball valve is rotated through 360° in 60-day cycles. This simultaneously checks the function of the motor and the limit switches.

Please note that during the forced actuation of the ball valve, it will not be possible to withdraw water. As this is the case, you can select a suitable time to perform this measure, for example at night. You can configure and set the forced actuation via the hansgrohe home app.

How long is the Pontos Base's battery life (emergency power supply)?
In mathematical terms, the battery capacity is approximately 24 hours for ongoing operation or roughly 500 openings and closings. However, the lifetime depends on the battery type, charge level and torque of the shut-off valve. This means that ten cycles are possible, even with significantly depleted batteries. Please note that the battery is only intended for emergency operation, i.e. as a one-off to close the shut-off valve in case of leak and simultaneous power failure. If the battery capacity is insufficient, you will be notified of the need to replace the batteries via the hansgrohe home app.

What is the emergency open function?
If both the electricity and battery supply fail, there is an emergency open function. Alongside the battery, an emergency installation key is integrated into the product. This can be used to open and close the pipeline manually. All details on this are outlined in the operating instructions.  

What is the electrical conductivity of water and how is it measured?
The conductivity is indicative of the water’s hardness and contamination. Pure water is not conductive, meaning it can’t carry an electric current. Only substances dissolved in water, such as chlorides, sulphates or carbonates, make the water conductive. By measuring this conductivity, the amount of particles dissolved in the water can be implied.

The more particles dissolved in the water, the more conductive the water is. In other words, the dirtier the water, the better the conductivity. The Pontos Base measures the electrical conductivity of the water to provide an indicator for the hardness of the water. This may also suggest you need to clean/descale your showers more often. You can access the information on water hardness under ‘Statistics’ in the hansgrohe home app.

What is the maximum water flow rate of the Pontos Base? 
The Pontos Base’s maximum flow rate is 54 l/min.

How can I save an emergency contact? 
Please store an emergency contact in the hansgrohe home app. This telephone number will be used to inform a second person about a possible leak via text message in an emergency.

How do I install a firmware update? 
To guarantee your Pontos Base is always working properly, we recommend updating the device’s firmware. You will also be able to benefit from the latest features and improvements. You will be sent a notification as soon as new firmware is available. A step-by-step guide will take you through the update process.

Pontos – connectivity

Can hansgrohe Pontos be combined with smart home controls such as Apple HomeKit or Google Home?
hansgrohe plans to connect further services in the near future. This will always be based on the Wi-Fi communication standard. 

Are notifications and alerts only sent when I’m connected to my own Wi-Fi network?
No, all you need is a working Internet connection to receive push notifications on your smartphone. This can be done via a mobile network or any Wi-Fi connection. The hansgrohe home app can also inform you (or other contact persons, see ‘Emergency contact’) via text message in an emergency.

What do I do if the Wi-Fi connection isn’t stable enough, or no Wi-Fi is found? 
To resolve problems with the Wi-Fi, please first consult your Wi-Fi router’s operating instructions to find possible causes.
  • If there is a UTP connection, an access point or repeater can be installed using this UTP connection. (You can usually choose between these two operating modes.) This will boost the Wi-Fi signal near the product. 
  • Another option is the use of non-wireless devices. One wired connection is installed near the router and one near the product here. Please select a non-wireless device with Wi-Fi functionality, otherwise you will need an access point/repeater. 

Will the Pontos system still work in the event of a power failure, or if there is no Wi-Fi connection?
  • Power failure: The Pontos Scout runs on batteries so does not need a mains power supply. And a 9V battery is integrated in the Pontos Base to ensure it remains functional in the event of a power cut.
  • Wi-Fi failure: The Pontos devices will continue to work here, too. A potential leak will still be detected by the Pontos Base and the water shut off. The Pontos Scout will report it by emitting a warning sound and flashing light. However, the devices will no longer be able to communicate if the Wi-Fi is down, and it will not be possible to send a push notification to your smartphone.
    Nevertheless, the data in the app will be updated as soon as the connection is restored. The products have a buffer of at least 30 days. If your Pontos Base has no Wi-Fi, you can see this on the display of the device as well as in the hansgrohe home app. You can also see if a Pontos Scout is connected in the app. 
Is the Pontos Base continuously connected to the Internet?
The Pontos Base is connected to the Internet and sends the collected data to the hansgrohe Cloud in 60-minute intervals. Once the data is synchronised, you can also view it in the hansgrohe home app. The Pontos Scout sends the collected data (room temperature, humidity) to the hansgrohe Cloud a maximum of two times a day, to save energy. You can define whether you want the data to be synchronised once or twice a day in the hansgrohe home app. You can also set the times for this under ‘Synchronisation time’.

Which data is recorded by the hansgrohe Pontos, and what happens to it?
hansgrohe Pontos products only collect and store data that is necessary to ensure the full functionality of your devices. 

How often is the data recorded?
The Pontos Scout measures the temperature and humidity every 60 minutes. The information is synchronised up to twice a day using the hansgrohe home app. The consumption data recorded by the Pontos Base (consumption quantity, water temperature, conductivity and water pressure) are synchronised with the hansgrohe home app every 60 minutes.

Can a third party view my data and control the water supply?
hansgrohe makes every effort to guarantee the safe and protected use of its products. For this reason, we use the latest security measures to prevent unauthorised use or data breaches and to protect your privacy.

In addition, external IT security companies regularly perform tests on the devices to close any potential security loopholes as quickly as possible. For this reason, and to extend the functionality, hansgrohe provides firmware updates via the hansgrohe home app.

Your water supply is guaranteed at all times. Even if a third party should gain access to your Wi-Fi network and devices, you can disconnect the Pontos Base system from the power supply at any time and manually open the valve with the enclosed key.

Why is the data transmitted via the hansgrohe Cloud and not directly from the Pontos Scout to the Pontos Base?
Storing data in the hansgrohe Cloud has many advantages. It is a basic prerequisite for implementing many device features, for example:
  • Controlling the devices outside your network (shutting off/reopening the water supply);
  • Changing the user profile outside your network;
  • Automatic notification in the event of an alarm in the app;
  • Notification of your emergency contact by text message;
  • Updating your statistics/consumption data outside your network.

Do you have any more questions?

Please contact the hansgrohe smart living team. 

Telephone: +49-7836-51-5151

E-mail: smartliving@hansgrohe.com