E17

Ngenic Location Services / Geofencing Fault

Thermostat shows E17 and the app indicates ‘Geofencing/location error’; presence-based control is disabled.

Possible Causes

Mobile app location permissions disabled, Phone OS battery optimization blocking background location, Incorrect home location set in Ngenic app, Cloud-side geofencing service issue

How to Fix / Troubleshooting

Safety: No electrical work is required.

Check app permissions: On your smartphone, ensure the Ngenic app has Always Allow location access and background activity enabled.
Disable aggressive battery saving: Exclude the Ngenic app from battery optimization or power-saving modes.
Verify home location: In the Ngenic app, confirm that your home address or map pin is correctly set.
Log out/in: Sign out of the app and sign back in to refresh geofencing tokens.

If E17 continues across multiple phones, the issue may be with Ngenic’s cloud geofencing service; contact support.

Repair Difficulty

Very Easy 1/5