• Contact Team Avi-on

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  • Select the area of Avi-on Support that you would like to contact.

    • 1. SUBMIT A PO, RETURN OR EXCHANGE 

    • PURCHASES/POs, RETURNS, EXCHANGES, & NEW ACCOUNTS

      • Submit purchase order, check on a shipment: PO@avi-on.com
      • Request quotes: QuoteTeam@avi-on.com 
      • Request returns or exchanges by clicking on Avi-on.com/RMA 
      • Open an account by clicking on Avi-on Credit App

       

      PAY BILLS: Please send all checks to the lockbox address below

      Avi-on Labs, Inc.

      Bill Payments & Lockbox
      PO Box 913388
      Denver, CO 80291-3388

      Please do not send checks to the Avi-on Warehouse in Park City

    • 2. REQUEST A QUOTE, SUBMITTAL OR DESIGN REVIEW 

    • Quote or Submittal Request

    • 2a. EMAIL QUOTE QUESTIONS 

    • 1) Send quote questions and requests directly to QuoteTeam@avi-on.com 

      Quoting Turnaround Times

      Please let us know if your schedule differs from the typical times shown below. We are happy to accommodate you whenever we can.

      • Smaller projects: 2 to 3 business days
      • Larger or complex projects & submittals: 3 to 5 business days
    • 2b. QUOTE, SUBMITTAL FORM 
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    • 3. CONTACT SALES 

    • Contact Sales

      Find or become a rep, ask product/design questions

    • Please tell us about your project or opportunity?

    • 4. GET FIXTURE ASSEMBLY INSTRUCTIONS/DRIVER QUALIFICATIONS 

    • Fixture Manufacturer Assembly Instructions & Checklists
      Get wiring diagrams and info on qualifying fixtures and drivers for use with Avi-on

       

       

      1. Assembling Fixtures with Avi-on Controls

      • Building Demonstration Fixtures with 1-Channel Avi-on Controls
      • 1-Channel Controls: Detailed Instructions for Fixture
      • 2-Channel Controls: How to Assemble Fixtures with Avi-on
      • Transferring Accounts, Changing Emails and Passwords--Easy--just go to MyAccount.Avi-on.com and make the change
      • How to Use the App to Remove Devices, or (Last Resort) Factory Reset

      2. Qualifying Drivers with Avi-on Controls

      • Avi-on Wiring Diagrams, Product Info, & How-to Videos
      • Qualifying Drivers & Embedding 1-Channel Avi-on Controls in a Fixture
      • Qualifying Drivers & Embedding 2-Channel Avi-on Controls in a Fixture
      • Important Change: High & Low Voltage Wire Colors

       

      3. Please provide the following information to installers

      • Project Manager's Checklist
      • DIY: Small Project Startup with Avi-on Commissioning App
      • Scan-Zone-Install with Avi-on ZoneScanner App
      • LTE Bridge Install Guide
      • Electrician's Checklist for Resolving Power, Wiring, & Fixture Issues

       

    • 5. CONTRACTOR INSTALLER CHECKLISTS 

    • CONTRACTOR SELF-STARTUP: How-to Guides

      Get product wiring diagrams plus project startup & commissioning checklists for Avi-on's Mobile or Pro Apps

    • CONTRACTOR SELF-STARTUP: How-to Guides to Commission Projects Yourself

      Most Avi-on partners like to do their own project startup and commissioning

      EVERY project manager, contractor, or electrician should use the Project Manager's Startup Checklist

      • REQUIRED: Project Manager's Startup Checklist
      • ZoneScanner Tool Cue Card for use from the start by the electrician to assign fixtures to zones
      • Avi-on LTE Bridge Cue Card to install the LTE Bridge as soon as there is power at the site (for projects with a legacy Wi-Fi Bridge, here is the install guide)
      • Electrician's Checklist for resolving power, wiring, fixture, a programming issues
      • Fixture Assembly Cue Card for quick overview of 1- and 2-channel controls applications

       Please click on the links to find wiring diagrams & product info

      • Avi-on.com/Resources: Wiring Diagrams, Product Info, & How-to Videos

      Small Project Checklists

      • All of the above PLUS
      • REQUIRED: Project Manager's Startup Checklist
      • DIY Mobile: Small Projects with Avi-on Commissioning App

      Pro Project Checklists

      • All of the above PLUS
      • REQUIRED: Project Manager's Startup Checklist
      • Large Projects with Avi-on Pro for Mac
      • REQUIRED: Scan-Zone-Install with Avi-on ZoneScanner Tool
      • Order of Operations Guide (Ready Only--download a copy to edit)

      Common Solutions to Power, Wiring, & Connections

      • Electrician's Checklist
      • Detailed Troubleshooting Power, Wiring, & Connections Guide
      • How to Use the App to Remove Devices, or (Last Resort) Factory Reset

      LTE Bridge Installation Guides

      • LTE Bridge Cue Card
      • LTE/Ethernet Bridge Setup & Installation Guide
      • (Legacy-discontinued) Wi-Fi Bridge Installation Guide

      Fixture Assembly: Adding Avi-on Controls to Fixtures

      • Fixture Assembly Cue Card
      • Fixture Assembly & Testing Overview
      • Qualifying Drivers & Embedding 1-Channel Avi-on Controls in a Fixture
      • Qualifying Drivers & Embedding 2-Channel Avi-on Controls in a Fixture
      • Important Change: High & Low Voltage Wire Colors

      Transferring Accounts, Changing Emails and Passwords

      • Click on Location.Avi-on.com and make the change
    • 6. CONTRACTOR: Helpdesk & Troubleshooting 

    • CONTRACTOR: Helpdesk & Troubleshooting

    • Self-help Articles

      Please see links below for helpdesk assistance

      1. Avi-on Contractor Checklist--CLICK ON LINKS TO FIND WHAT YOU NEED
      2. Avi-on How-to Catalog
      3. Avi-on Wiring Diagrams
      4. ELECTRICIAN'S TROUBLESHOOTING CHECKLIST to see a checklist on how to resolve the following root causes and lighting behaviors

      Avi-on lighting controls provide the end-user with set-it-and-forget it reliability. Changes to the physical environment and/or user changes to the App will alter how the controls perform.

    • 7. SCHEDULE PRE-PAID PROJECT STARTUP WITH AVI-ON 

    • SCHEDULE Pre-Paid Project Startup with Avi-on

      Schedule pre-paid onsite or remote project startup or training or request 'as available' remote support on an existing project.

    • Four Types of Avi-on Project Startup & Support

      Save time and money and increase schedule flexibility with remote startup and support via an Avi-on LTE Bridge

      EVERY project manager, contractor, or electrician should use the Project Manager's Startup Checklist, which includes all of the links shown below

      • ZoneScanner App Guide: for use from the start by the electrician to assign fixtures to zones
      • Avi-on LTE Bridge Quick Install: to install the LTE Bridge as soon as there is power at the site (for projects with a legacy Wi-Fi Bridge, here is the install guide)
      • Electrician's Checklist for resolving power, wiring, fixture, a programming issues

      FOUR types of Avi-on startup & support to help your project run smoothly

      1. Free Contractor Self-Commissioning Small Project Startup << click link 
      2. Pre-paid REMOTE startup via an Avi-on LTE Bridge 
        • Startup begins when the Electrician starts installing fixtures and controls
        • Please use the Project Manager's Startup Checklist, use the ZoneScanner App from the start, AND install the LTE Bridge as soon as there is power at the site
        • Please choose (2) below and provide advance notice of 5 to 10 business days so we can accomodate your schedule
      3. Pre-paid SITE VISIT 
        • All site visits begin with remote assessment of the network to assist the electricians with resolving wiring and fixture issues. Please install the Avi-on LTE Bridge as soon as there is power, use the ZoneScanner App to install controls and assign zones, and then contact Avi-on via this form to schedule remote assistance
        • Site visits require that the project be delivered fully powered prior to arrival according to the Project Manager's Startup Checklist, that an electrician is available to address any questions, and that the Avi-on technician has been able to do remote assessment and startup
        • Please choose (3) below and provide 2 to 3 weeks of advance notice to prep and plan for the site visit. 
      4. 'AS AVAILABLE' helpdesk. For questions that cannot be answered using the links provided above, Avi-on offers 'as available' remote helpdesk leveraging the local power of an Avi-on LTE Bridge 
        • Many issues can be resolved remotely, often at no cost. Large, complex, or remote startup will be provided an estimate
        • This service is for 'quick questions' only, and it is not a replacement for pre-paid remote startup
        • Scheduling times are requests only, we cannot guarantee that a technician is available at your preferred time
          • If your project does not have an LTE Bridge, you may purchase one, or there is the possibility of borrowing one from your local agent representative
    • 8. ACCOUNT UPDATE 

    • Location Update

      Check to see if a location already exists, or add a location to your username

    • Did you try Location.Avi-on.com?
      If you did, and you still need help validating a username or changing a password, submit this form.

    •  
    • 9. START NEW SERVICES 

    • Start New Services

      LIKE energy data reporting, BACnet, or API connection
    • 10. RESIDENTIAL PRODUCT ASSISTANCE 

    • Residential Product Assistance

      Find help on GE residential products

    • GE Residential Product Support Is ONLINE ONLY

      Your GE switch is manufactured by Jasco Products, and Jasco has discontinued support for your switch.

      Avi-on provides email only support as a courtesy to Jasco's customers. Here are the most frequently asked questions about Jasco's GE Bluetooth products.

      • Can't connect? You need a firmware update. Just like your smart phone, smart devices like the GE switches occasionally need a firmware update. Based on your question, your devices probably need a firmware update. Step-by-step instructions at the Avi-on Knowledge Base
        • If you are unable to complete the firmware update yourself, as a service to Jasco's customers, you may send your devices to Avi-on. Please address the package as follows: Avi-on's GE Residential Complimentary Update, 2700 Rasmussen Rd, Suite L-10, Park City, Utah 84098. Please include your name, phone number, return address, and the email address used with your Avi-on account.
      • Can't control the light from the App? If the blue light is blinking in sets of two AND you cannot control it from the mobile app, then you inadvertently "factory reset" your switch. Please go to the Avi-on Knowledge Base for step-by-step instructions
      • Switch broken? If your switch normally has a blue light, and it does not come on when it is powered, unfortunately, it is broken and needs to be replaced. FYI, Avi-on devices are compatible with Halo Home devices.
        • Avi-on does have a limited quantity of in-wall switches and dimmers that have been firmware updated. These switches are available to purchase at commercial prices. Please contact PO@avi-on.com if you would like to purchase an inwall switch or dimmer.
      • Not Bluetooth? If you bought a new GE switch and the box has a RED, GREEN, or YELLOW stripe on it, then it has a Zwave, Zigbee, or Wifi radio. None of these radios are compatible with Avi-on or GE's BLUE STRIPE BLUETOOTH devices.

      GE Residential Device Support Policy
      GE Residential Bluetooth switches and plug-ins are manufactured and sold by Jasco Products. For product support and warranties, please contact support@JascoProducts.com.

      • Avi-on provided support for GE Residential Bluetooth products on the Avi-on platform pursuant to an agreement between Jasco Products and Avi-on Labs, Inc.  That agreement expired on December 31, 2018. The agreement has not been renewed and does not provide for any ongoing support of GE devices by Avi-on.  
      • To date, Avi-on has voluntarily continued to allow existing GE Residential Bluetooth products to operate on the Avi-on platform subject to Avi-on’s Terms and Conditions. This support may be modified or revoked at any time in the sole discretion of Avi-on Labs, Inc.
      • For frequently asked questions and instructional videos about the Avi-on Home mobile app that is compatible with the GE products, please go to support.avi-on.com and type in your question.
      • Avi-on does not provide phone support for GE products.
    • 11. LOCATION: CHECK IF LOCATION ALREADY EXISTS 

    • Need to verify an Avi-on Location

      Do not create duplicate locations, as they cannot be combined. Please complete the following information, and we will get back to you via email as soon as possible
    • - SCHEDULE APPOINTMENT 
    • - DID THIS ANSWER YOUR QUESTION? 

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    • - TELL US ABOUT YOURSELF 

    • Please tell us about yourself

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