Technical FAQs

  • (Some of) the lights on my bridge are off. What should I do?

    The different lights on your bridge relate to different things. So it depends on which one is off:

    All lights are off:
    Are you sure that the bridge has power? Check the wall plug.

    Lights 2 and 3 are off:
    Check your bridge is connected to the Wi-Fi router. It needs to be hard wired into the router, using the network cable provided. Also, make sure the Wi-Fi router has mains power.

    Light 3 is off or blinking:
    Is your Wi-Fi router connected to the internet? You might be having trouble with your web connection. Check if your other devices are online.

    The big button in the middle is off:
    Your bridge can’t find your bulbs. First, check that all Hue lights have power, via the wall switch or a freestanding lamp plug. Then restart your app and answer “Yes” when asked if you want to add lamps.

  • First check that all 4 lights on your bridge are lit up.

    If you’re trying to link your bridge to your Hue account then the device you’re using to view the Hue website needs to be on the same network as your bridge. Basically, they both need to be online via the same router. Please make sure that you are not using a VPN connection or a firewall in your router/modem that blocks the bridge communication towards internet.

  • Can I edit a scene and or set and timers and schedules when I am not at home?

    No, unfortunately this is not possible. You will need to create your scene preferences when connected to your home Wi-Fi network. So, on your pre-holiday to do list make sure add 'create favorite schedules' to pretend you're at home and keep the bad guys away.

  • How can I check whether I have a direct Wi-Fi connection with the bridge?

    Look at the tab on the bottom of the app. When the two bars are green you connected to the Wi-Fi. When they are yellow you are in portal/ out-of-home mode.

  • There are yellow exclamation marks next to my sliders. What's wrong?

    There is nothing wrong but it seems your light has been physically switched off (e.g. by using the wall switch) or is out of normal operating range of the system. If you notice this on a regular basis without bulbs being switched off, please make sure that the bulb in between the bridge and the bulb with exclamation mark is also switched on. If this still fails you might extend the range by adding an additional bulb.

  • I re-installed my app and the default light recipes are gone. What happened?

    This occurs when the first three lights are not Hue bulbs, but e.g. friends of Hue or older generations of livingcolors/ livingwhites.

  • Recurring alarms don't work. Alarm says I need to update, bridge says I'm up to date

    When agreeing to the terms & conditions in order to allow updates (by either checking if there are updates available or by selecting a new feature such as recurring alarms) it takes up to 24 hours before the update becomes available for your bridge. If you want to speed this up, remove the power from the bridge and reconnect the power after 10 sec.

  • What is location/geofencing?

    Geofencing makes it possible to turn on or off your light automatically when you are approaching or leaving your house, even without removing the smart phone out of your pocket.

  • What do I need to enable the location/geofencing feature on my device?

    1. You need to have a compatible smart phone with a cellular data connection and GPS
    2. You need to have an account on the portal (
    3. You need to install the latest Hue app
  • How do I enable the geofencing feature on my device for a new scene?

    To enable geofencing you need to create or activate a scene. Create a new scene and press the “auto switch” icon and then choose “my location”.

  • What devices support geofencing?

    Geofencing is support by all supported iOS and Android devices with the latest app and cellular data capabilities.

  • What if I can’t find my location or if the location is not accurate?

    Please press refresh button or try to go outside your home/door where you still get your own Wi-Fi connection and press refresh button on "my location" screen.

  • Can I set my home location without having access to my home Wi-Fi?

    No, you need to be connected to the wi-fi router your bridge is connected to, in order to be able to set up your home location.

  • How do I know that the set up of location/geofencing was successful?

    The "my location" icon on the scene thumbnail indicates that geofencing is set up for that scene. If it's blue then the geofence is active. If its grey then double tap the scene to activate the geofencing.  If you want to be notified whether your geofencing was triggered, you can go to iOS setting/Hue and then enable the "Geofence notification"

  • My lights turn on only when I’m already in the house, how can I make them turn on before I get in? Where can I change the geofencing zone?

    You need to change your geofencing zone (from small/ medium to large/maximum). To change your geofencing zone, go to your device setting/Hue/geofencing zone (for iOS).

  • How can I set a different alarm for the weekend?

    Create a new scene or modify an existing one and enable the Saturday and Sunday days on the alarm.

  • What does randomize option in alarms mean?

    If you set an alarm time and enable the randomize option, the system will switch on/off scenes within a range of 30minutes before or after the selected time. That differs per day, when you are away from home for extended periods, adding another level of security.

  • What is a timer?

    Timers allow you to turn a scene on or off in a set amount of time (e.g. turn the lights on in 15min).

  • How can I set my timer?

    Select your scene, click on the auto-switch button and then select the "Timer" icon, save the scene and you will notice a blue "hour glass" icon.

  • I can’t use some of the new features. What shall I do?

    Make sure that you have downloaded the latest app and set up a portal account linked to your bridge. After a while you will receive a notification to upgrade your system.

    1. Go to the settings > My bridge part of the app and press "check for updates"
    2. Power off and on the bridge.
    3. Make sure that your Wi-Fi router is connected to internet and the all the LEDs on the bridge are lit.
  • My system doesn’t ask me to upgrade. How can I upgrade?

    Make sure the latest app is installed:

    1. Go to the settings > My bridge part of the app and press "check for updates".
    2. Power off and on the bridge.
    3. Make sure that your Wi-Fi router is connected to internet and the all the LEDs on the bridge are lit.
  • What is IFTTT?

    This super useful service enables you to connect your Hue lights to over 60 different products and services with IFTTT Recipes. Try Recipes that do all kinds of neat things like:

    • Change your light's color to let you know when it's raining outside
    • Blink your lights when your favorite sports team starts a new game
    • Randomly change your light's color with a text message
    • And much, much more. The possibilities are endless! For more information go to
  • Where can I find the MAC address of the Bridge?

    MAC address can be found on the back side of the bridge, on top of the bar code, it starts with  00:17:88…

  • When would I do a factory reset of the bridge?

    If you want to remove one of the lamps (e.g. one is broken) or remove everybody who has access to your bridge.

    *Please note that all your scenes will be permanently deleted*

  • Please remove the power from the bridge

    Reinsert the power after 30 sec

    Try to relink to portal by login into the portal/ click on settings / my bridge and select add bridge.

  • What shall I do when I get the message when trying to install "Hue cannot find your bridge. Verify it is connected to router and press reconnect".

    Please make sure that the tablet is connected to the same wireless router as the bridge.

    It could be possible that this router blocks the UPnP discovery mechanism. In order to find the bridge please power cycle the bridge and retry to select More and find new bridge.

    If this still does not work, try to find the IP address of the bridge in the DHCP table of the router or open the following URL in the webbrowser of the mobile device and use the IP Address between brackets after "internalipaddress":" e.g. ""

    This IP Address can be manually entered (without brackets) in the App by selecting More and then Enter bridge IP.

  • One of my bulbs turns by itself to standard white color, while it's set on a specific color; how can I fix it?

    Your bulb is faulty, please get in touch with our toll free helpdesk. The number for your region is found in the 'Contact us' section.


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