Atelier N°24 app support

Requirements

• An iPhone running iOS 14.0 or later.
• A compatible A24 device (radio, lamp, telephone or Lucarne).
• Bluetooth turned on on your iPhone, to set up a device or control a lamp.
• A local Wi-Fi network shared by your iPhone and the devices concerned, so they can be found and controlled locally.
• An Internet connection for calls, remote control, online data and firmware updates.

You can try the app without any hardware using demo mode.

1. I can’t see my devices

• Allow access to the local network: Settings → N°24 → Local Network. This permission is essential for Bonjour/mDNS discovery.
• Check that your iPhone and your devices are connected to the same Wi-Fi network.
• Avoid ‘guest’ networks: they can isolate clients and stop devices from seeing each other.
• If you have just joined the right Wi-Fi network in Settings, go back to the app and refresh the list.
• To share a device that is already set up locally, use the A24 QR code shown in the app and scan it with the other iPhone.
• If the device has only just been switched on, give it a few moments to join the network.

2. The lamp doesn’t appear

• Turn on Bluetooth on your iPhone.
• Allow Bluetooth for the app: Settings → N°24 → Bluetooth.
• Bring your iPhone closer to the lamp: Bluetooth has a limited range, which drops through walls.
• Check that the lamp is powered and isn’t already connected to another phone.

3. Camera, QR codes and photo library

• Allow access to the camera: Settings → N°24 → Camera. It is used to scan an A24 QR code or take a photo for the Lucarne.
• To choose an existing image, allow access to the photo library in Settings → N°24 → Photos. You can limit access to selected photos.
• Make sure it really is an Atelier N°24 QR code, found on the device’s label. QR codes from other manufacturers are not recognised.
• Clean the label, make sure it is well lit and hold the iPhone about twenty centimetres away.
• If the QR code is damaged or unreadable, write to us: we can send you your device’s setup details.

4. The Lucarne isn’t responding or updating

• Check whether the Lucarne is detected on the local network or shows as available remotely in your space.
• An action sent remotely can take about a minute to appear on the Lucarne.
• To send a note or a photo remotely, your iPhone and the Lucarne must belong to the same space, and the Lucarne must be compatible and connected to the Internet.
• For a photo, allow access to the camera or the photo library, depending on the source you choose. The image is reduced to 64 × 64 pixels before it is sent.
• Pull the list down to refresh its status. If it stays offline, check its power supply and Wi-Fi connection, then restart it.

5. Location and arrival automation

• The ‘While Using the App’ permission is enough to choose your location or work out a journey time on demand.
• The ‘Always’ permission is only needed if you turn on an automation that should start a scene when you arrive, even when the app is closed.
• You can change or turn off this access at any time in Settings → N°24 → Location. Also turn off the arrival automation in the app if you no longer want it to run.

6. Incoming calls aren’t working

• Allow notifications and the microphone: Settings → N°24. Without notifications, your iPhone can’t be woken for an incoming call.
• Check that your iPhone does belong to a space and has been given an internal number.
• Check your Internet connection: A24 telephony needs an active connection, over Wi-Fi or mobile data.
• Check that Do Not Disturb or another Focus isn’t blocking notifications.

7. Widgets and Siri

• To add a widget, touch and hold the Home Screen or Lock Screen, choose Add Widget, then search for N°24.
• Open the app first and set up your devices or scenes: the widget needs to know about an available action.
• For Siri, turn on Siri in your iPhone’s settings and allow suggestions for N°24. The French-language Siri commands cover the radios and lamps set up in the app.
• If a device has been renamed, open the app once before trying the widget or Siri command again.

8. A device is offline

• Check its power supply.
• Check its Wi-Fi connection: if your network or password has changed, the device needs to be set up again over Bluetooth.
• Restart the device, then refresh the list in the app.

9. Demo mode

Demo mode adds a fictional radio, telephone and lamp to the app. It lets you explore the interface and controls without owning any A24 hardware.

Demo data stays entirely on your iPhone: no real device is contacted and no information is sent to our servers. You can turn this mode off at any time in the app’s settings.

Request deletion of my data

Preferences, arrival regions and personal automations stored locally are deleted along with the app. If you have saved Wi-Fi passwords, delete them from within the app before uninstalling it.

If you use a shared space, your device and the data linked to that space are stored on our servers. You can leave the space from within the app:

1. Open App Settings.
2. Choose ‘Space, invitations and devices’, then ‘Data and space’.
3. Tap ‘Delete my identity and leave’ to erase your device’s record, its settings, its authentication secret and its notification token from the server, and leave the space.
4. A manager who wants to delete the space for everyone can choose ‘Delete entire space’ and type the space’s name to confirm.

These operations are immediate and permanent.

No longer have access to the app? (lost iPhone, app uninstalled) Write to us at info@atelier-n24.ch. We handle requests within 30 days.

To identify your installation, simply tell us:

• the name of the space concerned;
• the internal number assigned to your device, or its name as shown in the app.

These two details are all we need. Never send us your device secret, your enrolment code or your Wi-Fi credentials: we don’t need them to process your request.

Contact us

App technical support:
atelier@numero24.ch

Questions about your personal data and deletion requests:
info@atelier-n24.ch

Post:
Pixinside SA — Atelier N°24
Chemin du Curson 12b
1197 Prangins — Switzerland

See also our privacy policy, which explains what data the app processes, what stays on your iPhone and what is sent to our servers.