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Troubleshooting
I am adding devices in the app, but not all products are found. How can I make the app see my devices?
If you have products throughout the house it is likely that some will be too far from the hub for them to communicate directly with it. Once all products are added to the system they will relay commands between themselves through the wireless mesh network, but the devices will not pass on messages until they have become part of the network. It will be necessary to complete the pairing process with the closer devices first, then once these are part of the network they will assist in pairing the more distant devices.
I have put my smart lamps in pairing mode, but they are not detected when I search for devices, what can I do?
The smart lamps will remain in pairing mode for 3 minutes after they are powered on. If you have left them for longer than this they will stop listening for pairing commands and you will need to turn the power to the lamp off and back on. Once you do this the lamp will be in pairing mode for another 3 minutes.
What is the red dot on my hub icon?
This means a firmware update is avaliable. Click on the icon to open settings and you will see an option to update firmware. This applies to the other smart devices as well, if you see the dot there is a firmware update available.
I have notifications saying that my devices are offline, and they show as offline in the app, how do I get them back?
Sometimes the communications can be interrupted by interference, especially if a device is far away from the hub. Normally the device will come back online in a few seconds, but if it stays offline try restarting the hub by briefly turning it off then back on (you can pull the power plug out of the hub until the lights go out, then push it back in). This will normally bring all devices back online.
The centre light has gone off on the hub, and I can't control the lights. How do I fix it?
Firstly, try unplugging and reconnecting the hub to force it to restart. In many cases the hub will simply have lost its internet connection due to a brief internet outage, and sometimes it cannot automatically recover it. If this fails and the centre light does not light again when the hub restarts, there may be an issue with your internet connection, or a global internet issue affecting the cloud servers. As a last resort, follow the instructions to re-configure the Wi-Fi settings elsewhere in this FAQ. If this is successful you should not lose any of your settings, scenes or schedules as the hub will remember them when it re-establishes the connection to your account.
What will happen in the event of power failure or wifi loss?
During a power cut, the system keeps its settings with the power off, meaning that any saved scenes and schedules will not be lost. Any bridges used with retractive switches will work immediately when the power comes back, but the system will require a short time to reconnect. The hub should connect to the Wi-Fi within a minute of the network coming back on line, thereafter it will connect to the dimmers within a few seconds.<br><br>If you lose your internet connection the local control of the lights will still work, so you will be able to control your lights from the wall switches or through the app using local Wi-Fi connectivity however the app, voice control and some scheduling functions will be affected, as will integration of the lights with 3rd party systems. You will not be able to control the lights from outside the house until the hub can connect to the internet.