Support
Getting help with BACnet Explorer
Frequently Asked Questions
I can't discover any BACnet devices.
Make sure your Mac and the BACnet devices are on the same network subnet. BACnet/IP discovery uses UDP broadcasts on port 47808. Check that your firewall is not blocking UDP port 47808. Try sending a directed Who-Is to a known device IP. If devices are on a different subnet, configure BBMD registration with the router's IP address.
I can see devices but can't read their objects.
Some BACnet devices require authentication or have restricted access. Verify that the device's APDU timeout and retry counts are appropriate for your network latency. Check that you're using the correct device instance number. Try reading the Device object first (object type 8, instance 0) to verify basic communication.
My license key doesn't work.
Make sure you enter the full key including dashes (format: XXXX-XXXX-XXXX-XXXX). Check that you have an internet connection during first activation — the app needs to validate the key once. After activation, the app works offline. If you still have trouble, contact support below.
How do I subscribe to COV notifications?
Discover the device, browse its objects, and select an object that supports COV (most Analog and Binary objects do). Click "Subscribe COV" and the app will start receiving real-time value change notifications. You can configure the COV increment threshold and subscription lifetime.
How do I view trend log data?
Discover the device, browse its objects, and look for Trend Log or Trend Log Multiple objects (object type 20 or 24). Select the trend log object and click "Read Trend Log" to retrieve historical data. The data will appear in a table with timestamps and values.
I bought from the Mac App Store. Do I need a license key?
No. The Mac App Store version is automatically licensed through your Apple ID. No license key needed. The paywall only appears in the direct-download (DMG) version.
I bought via Polar.sh but want to switch to the Mac App Store.
Purchases through Polar.sh and the Mac App Store are separate. We cannot transfer purchases between platforms. Both versions are identical in features.
The app crashes or freezes.
Make sure you're running macOS 13 (Ventura) or later. If the app freezes during a BACnet operation, try disconnecting and reconnecting. If the issue persists, contact support with your macOS version, the app version, and what you were doing when it happened.
Contact Support
For bug reports, feature requests, license issues, or general questions.
dzulfikar.at@joyodigitama.comPlease include:
- BACnet Explorer version (find in app → Info)
- macOS version
- Mac model (Intel or Apple Silicon)
- Steps to reproduce the issue
Response Time
We aim to respond within 24 hours on business days. Complex issues may take longer. License-related questions are typically answered within a few hours.
Refund Policy
Mac App Store purchases: Refunds are handled by Apple through your App Store account settings.
Polar.sh purchases: Contact us at the email above within 30 days of purchase for a full refund. No questions asked.