FAQs
I can't seem to get the internet to connect to the touchscreen controller.
You have a connection if two lights on the side of the touchscreen controller are blinking (see diagram below).
When I log into the V-10 portal, I have to enter a user name. What's my user name?
Your user name is the email address used to register on the IBC V-10 portal.
When I select the "Register" button on the boiler touchscreen controller nothing happens.
This typically indicates that there is no internet connection. Check if an internet cable is connected or if the cable needs replacing. For more information, see Getting connected to the IBC V-10 Portal.
When I am trying to register the boiler on the touchscreen controller, I can't see the "Register" button.
Scroll down to view the "Register" button (Main Menu>Installer Settings>System Settings>Network Settings).
If you cannot see the "Register" button, the boiler controller may require a software update. For the latest software update, see Software Updates.
How long does it take after I have filled out an online Registration form to use the V-10 portal?
It usually takes approximately 2-3 business days before a boiler is registered on the V-10 portal.
How does the installer key work?
The installer key used on site in the controller, registers the boiler and assigns it to the boiler group and provider indicated in the installer user's profile. This gives the Provider immediate access to the boiler. The benefit is that it avoids the need to complete a boiler online registration and the need to go through IBC for boiler registration. Note that for remote access, the boiler will need to be activated.
When I use the "Download Key" in the controller, how do I know when the boiler is registered?
There is usually a small delay. To check if the boiler is registered, log in to the V-10 Portal, and use the "Search" box to search for the boiler. You can search by entering the boiler's MAC address. If the boiler profile shows the MAC address the boiler is registered. You may need to refresh the browser.
I want to get a software update using a USB or SD card, but I can't see the "Get Software Update" button to run the software.
Ensure that your window is fully maximized. Note that you can only download software from a desktop computer running Windows. If you open the Software update page on a tablet or smartphone, the blue "Get Software Update" button will not be visible.
If you still can't see the "Get Software Update" button on the desktop, you may be running an outdated and unsupported browser version. The latest web browsers (as of 4 April 2018) are Internet Explorer 11, Chrome on Windows 65.0.3325.181, and Mozilla Firefox 59.0.2.
