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    Basic connectivity troubleshooting

    General/system

    How do I control Philips Hue lights?

    You can control Philips Hue lights multiple ways — that's one of the reasons they're so smart! How you control your lights depends on whether you have a Hue Bridge.

     

    Without a Hue Bridge

    Certain Philips Hue lamps and light fixtures come with a Dimmer switch, which can be used out of the box to turn on and off the lights, dim and brighten, and cycle through four preset light scenes (if purchased with a White ambiance bulb). If your lamp did not come with a Dimmer switch, you can only turn on and off the light.

     

    With a Hue Bridge

    If you pair your lights with a Hue Bridge, you can then operate all your lights within the Hue app. The Hue app offers far more functionality, allowing you to set up the Home & Away feature, create custom light scenes, and more. You can also use a smart home assistant to control your lights with your voice.

    Why are my lights unreachable?
    Your Hue light may have been physically switched off (e.g. by using a wall switch) or it is out of the operating range of the system. If you are still having issues, please contact Support.
    How and when do I update my Hue software?

    You can see the status of your product and system updates in the Hue app: 

     

    1. Open the Hue app and tap on Settings at the bottom of the app screen.
    2. Navigate to Software update to view all of your Bridges and products. 
    3. Up-to-date products have a green check mark next to their listing.
    4. New updates will begin downloading automatically.
    How do I know if my software is up to date?
    Enable automatic updates on your device to allow the Philips Hue app to update automatically. To see if your software is up to date, go to Settings > Software update in the Hue app.
    Are older versions of Philips Hue products supported?
    We are continuously updating our software to add features, improve performance, and enhance security. We recommend all Philips Hue users turn on automatic updates in the Settings section of the Hue app to ensure the latest firmware is installed. The Hue app only supports the most recent Bridge firmware, while the Hue cloud supports the last three major Hue Bridge updates. These limitations ensure the ongoing quality and security of the Hue system.
    I cannot log in to my Hue account via the Hue app.

    Make sure your Hue Bridge is plugged in and powered on. You should see four blue LED indicator lights on top of the Bridge. 

    Navigate to Settings to make sure you are logged in to your Hue account in the Philips Hue app. If you are not, log in with your username and password.

    If you cannot log in, check the settings in your Hue account at www.account.meethue.com to ensure your Hue Bridge is connected properly.

    I cannot install the latest firmware updates on my Philips Hue products.
    Check to make sure that your phone is updated to the latest version of its operating system. Ensure your lights are plugged in or powered on via the traditional wall switch and reachable in the Philips Hue app. It can take up to several hours to transfer firmware updates to all of your lights, meaning that they may not show the latest update immediately. If you cannot connect to your lights a few hours after a firmware update, contact the Meethue Support Center.
    Can two starter kits work together?
    You can set up two starter kits independently and switch between them in the Hue app, but you can't control both Hue Bridges at the same time. You can add the lightbulbs from both starter kits to one Bridge or assign them to separate Bridges.
    What actions can I take to ensure my Philips Hue products are safe from hacking?

    The Philips Hue ecosystem uses industry-standard encryption and authentication techniques to protect against unauthorized users gaining access to your Philips Hue products. Hue only connects to the internet securely via a dedicated cloud so your devices cannot be seen from the open internet. Hue products update regularly with the latest security fixes and patches — a feature you can activate by linking your Hue Bridge with a Hue account on www.meethue.com. 

    In addition to Hue’s security precautions, it is important for you to ensure your home network is secured as well. For more assistance on protecting your home network, contact your internet service provider.

    Lights/fixtures

    How do I connect a Hue Go to the Hue Bridge?
    Adding a Hue Go to the Bridge is just like adding any other Philips Hue light to your system. Open the Philips Hue app and go to Settings > Light setup. Tap the Add a light button in the top left corner and follow the on-screen instructions.
    Can I use different types of standalone Hue fixtures together?
    Yes. All Philips Hue light fixtures are fully compatible with the Hue ecosystem. Some can be used as standalone light fixtures, while others require a Hue Bridge in order to operate. However, all Hue products can connect to a Bridge for advanced control via the Hue app.
    Can I use the Hue Beyond without a Hue Bridge?
    You can use Hue Beyond without a Bridge, but you cannot do anything more than turning the light on or off with the main switch. The color temperature is a fixed soft white. Add your Beyond to a Hue Bridge to unlock full control with the Hue app.
    Can I use the Hue Bloom without the Hue Bridge?
    You can turn on the Hue Bloom by plugging it in, but you cannot change the color of the light or use any other advanced features without connecting it to a Hue Bridge.
    How can I tell if a bulb is the new "richer color" version?

    Newer versions of Philips Hue bulbs feature “richer colors,” meaning that the bulbs have deeper greens and blues to more consistently match the colors of the Philips Hue Go and Lightstrip. You can identify all richer color bulbs by their white base, with the exception of the BR30 bulb. The older BR30 bulb features a gray rim, while the richer color version does not.

     

     When purchasing new products, you can identify richer color bulbs by their packaging: the packaging features a round green label in the top right corner with the text “richer colors.”

    How do I add a Lightstrip to my existing Hue system?

    Philips Hue Lightstrips for indoor use feature an adhesive backing that makes it easy to attach to walls, floors, cabinets, and any other indoor furniture or item quickly and semi-permanently. Outdoor light strips come with clips to fasten them to the ground or outdoor structures. 

     

    To use a Philips Hue Lightstrip, you must first plug it in to a power source. When the Lightstrip shines bright white, you can connect it to the Hue Bridge the same way you would add a light to your Hue system.

     

    If the Hue app cannot find the light strip even when entering the serial number in place of the automatic search, the Lightstrip may be out of reach of the Hue Bridge. To fix this, you can move the light strip closer to the Hue Bridge or move other Philips Hue smart lights between the Bridge and the strip lighting; Hue smart lights conveniently extend the wireless signal of the Hue Bridge.

    Why do certain lighting fixtures come with a Dimmer switch?
    Certain light fixtures come with a Hue Dimmer switch to make it easier for customers without a Hue Bridge to control their lights.
    What is the difference between the Hue Play base unit and the extension?
    A single Play power supply can power up to three Play bars at once. The Play base unit includes a power supply — the part of the lamp you plug into your wall socket. The Play extension does not include a power supply; simply plug the extension into your existing Play’s power supply to extend your setup.
    Can I use a different power supply from another Hue lamp to power my Hue Play?
    No, the Hue Play can only be powered by its own power supply.
    Do I need to buy separate accessories to use the Philips Hue Play?

    No. Both the base unit and its extension unit include all the basic accessories you need to use your Hue Play. However, you do need to connect your Play to the Hue Bridge (sold separately) to control it using the Hue app.

     

    What’s in the box? 

    • Vertical stand/TV mount: This bracket allows you to place your Play vertically on any surface using the included screws or behind your television using the included adhesive. 
    • Hex key (also called Torx, Allen)
    • Adhesive
    • Screws

     

    The base unit comes with a power supply that plugs into a wall socket. The extension does not come with a power supply.

    Can I extend my Hue Play’s cable?
    A five-meter extension cable to extend the space between the power supply (plug) and your Hue Play. The extension cable can also extend the space between two Hue Play lights.
    Where should I install my Hue Play?
    Mount the Play behind your TV using the included adhesive, place it horizontally on any surface, such as on either side of your TV, or use the included vertical stand to stand Play upright.
    How can I mount the Philips Hue Play behind my TV?
    You can use the included bracket with the included adhesive to mount the Play behind your TV. Your instruction manual has detailed instructions on mounting your Play behind your TV.
    Does my Hue Play have an on/off switch or a button to control its colors?
    No. The Philips Hue Play will light up when connected to power but remain the same color. You can change the color by connecting it to a Hue Bridge (sold separately) and using the Hue app.
    Why there is only one color when I turn on the Philips Hue Play?
    You can change the color of your Hue Play with the Hue app, which connects to your lights via the Hue Bridge (sold separately).
    How do I install Outdoor fixtures?

    All Hue products come with a manual showing you exactly how to install them.

     

    Most Hue outdoor fixtures are low voltage, meaning that they convert the main voltage to a lower voltage, allowing you to simply plug their power supply into a power outlet. You can add a maximum of five lights or 35 meters of cable to each power supply. Control your Hue outdoor lights via your Hue app or accessory.

    Which Hue products can I use outdoors?
    All Philips Hue products that are marked as "Outdoor" have been tested and rated for outdoor use.

    Bulbs/Bridge

    Can I control two separate Hue systems with one device?
    Yes. You can choose which Bridge you would like to control in the Settings > Hue Bridges section of the Hue app. Note that you can only control one Bridge at a time.
    I am unable to control my light when I am away from home

    To control your lights while away from home, you’ll need to set up the Home & Away functionality:

    1. Select Routines at the bottom of the app screen.
    2. Select Home & Away.
    3. Turn the Location aware toggle button from off to on.*

     

    Once you have set up Home & Away, you can control your lights anywhere you have a Wi-Fi, 3G or 4G connection the same way you would as if you were at home. If you’re having trouble controlling your lights while away from home, please double check that you are logged into your Hue account and your lights are reachable.

    *You must be connected to your home Wi-Fi for the initial set up. If you are not connected to your home Wi-Fi, you will receive an error message."

    What do the LED indicators on the Hue Bridge mean?

    The LED indicators on your Bridge represent the following:

    • Power indicator (Left): The power adapter is connected.
    • Network indicator (Middle): The Hue Bridge is successfully connected to the router network.
    • Hue Portal indicator (Right): The Hue Bridge is successfully connected to the internet.
    • Zigbee indicator (Blue ring around the button): Zigbee communication is up and running.
    What does the "Restore factory settings" button on the back of the Hue Bridge do?
    Pressing and holding the "Restore factory settings button" on the back of your Bridge returns it to its factory settings, which means all previous preferences and configurations — your scenes, routines, widgets, and Room configurations — will be deleted. Additionally, bulbs and lights, which had been previously found via the automatic Search function, may now require that you manually input their serial numbers to reconnect them. It is strongly advised that you only return your Bridge to its factory settings if a Hue customer support agent has advised you to do so.
    Which bulbs can I use in outdoor fixtures?
    Most Philips Hue lightbulbs are designed for indoor use with the exception of the PAR38 outdoor bulb. However, all bulbs are tested under certain temperatures and humidity levels to ensure they work to our specifications.

    We cannot guarantee that non-Philips Hue outdoor fixtures are suitable for Hue bulbs. Most Philips Hue outdoor fixtures feature integrated LEDs. Some, such as the Lucca, come with a Hue White bulb; if you must replace the bulb within these fixtures, only use the same Hue bulb with which it came.
    Why do my older generation products have different colors than my newer products?
    Newer products have optimized color capabilities. As a result, older bulbs and lights do not have the same color richness as the new generation of Hue products. You may notice this most when your lights are set to blue or green.
    Can I control multiple Hue Bridges with the Philips Hue app?
    Yes, but you can only control one Bridge at a time. To switch between two Bridges, go to Settings > Hue Bridges and select the Bridge you want to control.
    How can I check if a Philips Hue product comes with Bluetooth?
    Both on the box and on the product, you will see the Bluetooth logo. Only those products are Bluetooth enabled and can be controlled by the Philips Hue Bluetooth app. All Philips Hue products can be controlled via the Philips Hue Bridge and the Philips Hue app.
    What do I need to use Philips Hue Bluetooth?
    You will need a smart phone or tablet where you can install the Philips Hue Bluetooth app, iOS 11 or Android 7 or higher. Your device does need to support Bluetooth Low Energy (BLE) 4.0 and up. Also, you need free fixtures or power outlets depending on the lights you choose. There’s no need to have a Wi-Fi or data connection for controlling your lights.
    If I use Philips Hue Bluetooth, can I still use the Bridge?
    Yes. All Philips Hue Bluetooth products can be used with the Philips Hue Bridge too. The Philips Hue Bridge is still the heart of our system and will allow you to make full use of all the Philips Hue features and benefits. We've added Bluetooth to our newest bulbs and lights, as this is an easy way to get started with Philips Hue using just a couple of lights in one room. You still can upgrade to the Bridge after starting with Bluetooth lights to get full access to all the features of the Philips Hue system.

    Switches & sensors

    How do I add an accessory to my Hue system?

    Adding an accessory can easily be done within the Hue app:

     

    1. In the Hue app, tap Settings.
    2. Tap Accessory setup. 
    3. Tap the Add accessory button at the top of the screen.
    4. Select the accessory you would like to add. Follow the on-screen instructions.
    How do I reset a Hue accessory to its default settings?
    To reset your Hue accessory to its default settings, go to Settings > Accessory setup in the Hue app and select the accessory from the list. Tap on Reset and follow the on-screen instructions to reset the accessory.
    Can I control lights in multiple rooms with an accessory such as the Dimmer switch or Tap switch?
    Yes. You can select multiple Rooms in Accessory setup. You can even configure the accessory to set different scenes per Room.
    Can I temporarily disable the Hue Motion sensor?

    Yes, you can disable the Hue Motion sensor when it is not needed (e.g. when hosting a party) from within the Hue app:

     

    1. Tap Settings.
    2. Select Accessory setup.
    3. Toggle the sensor to the "off" position.

     

    To turn it back on, simply toggle the button back on.

    Can I use the Hue Motion sensor outside?
    The Hue Motion sensor is for indoor use only. However, the Hue Outdoor sensor is weatherproof and suitable for use outside.
    What does the LED indicator on the Hue Motion sensor mean?

    The Hue Motion sensor’s LED indicator is integrated into its housing just below the sensor dome. The LED flashes different colors to indicate different things: 

     

    • Orange blinking: Sensor is ready to connect to your Hue Bridge
    • Green blinking: Sensor is identified
    • Short orange flash at detection*: Low battery
    • Short red flash at detection*: Battery is almost empty
    • Long red flash at detection*: Sensor cannot reach the Hue Bridge**

     

    *Only shown at first detection after at least 15 seconds without motion.

    **If this problem occurs often, try performing a Zigbee channel change in the Hue app by navigating to Settings > Hue bridges > Zigbee > Change channel and following the on-screen instructions.

    Where should I put my Hue Motion sensor?

    You will find an illustrated placement guide for each type of room during the Hue Motion sensor installation walkthrough in the Hue app. In order to find the best placement, open the Hue app and navigate to Settings > Accessory setup > Select your sensor > Motion sensitivity. This will restart the sensor in Test Mode, which gives you instant feedback on the sensor’s detection capabilities in its current placement. You can exit Test Mode by exiting the Motion sensitivity screen. 

    The Hue Motion sensor’s LED indicator will turn on when it detects movement and turn off after no motion has been detected for five seconds.

    Can I use a Hue Dimmer or Tap switch to control my outdoor lights?
    Yes, you can set up a Hue Dimmer switch or Tap switch to control your outdoor Hue lights. However, these accessories are only rated for indoor placement, so be sure to only use them inside.
    Can my Friends of Hue light switch replace my traditional light switch?
    It is possible to replace your traditional light switch with a Friends of Hue smart switch. However, Friends of Hue switches are wireless and run off of energy collected when their buttons are pushed, meaning that they do not use the live wiring required by a traditional switch. Contact your electrician before making any changes to your home’s electrical wiring.
    Do Friends of Hue light switches work with a smart home assistant, such as Apple HomeKit, Amazon Alexa, or The Google Assistant?
    The Friends of Hue switches do not work with Amazon Alexa or the Google Assistant as with those you control lamps and rooms with your voice, not accessories. The Friends of Hue switches do work with Apple Homekit, as a controller with 4 buttons, just like the Hue Tap. Dimming Hue lights this way is not supported in Homekit
    Do Friends of Hue light switches work with third-party apps or smart bulbs?
    Any Hue-compatible bulb or fixture will work with your Friends of Hue smart light switch. However, third-party apps need to be updated by their developer to support Friends of Hue smart switches.
    Do I need to wire my Friends of Hue light switch to my home's power?
    No. Friends of Hue switches are wireless. Some switches collect the kinetic energy generated by pushing their buttons to power themselve, while others operate by battery power.
    How do I install a Friends of Hue switch and add it to the Hue app?
    For the physical placement of Friends of Hue switches, follow the instructions provided by the manufacturer. Once the switch has been placed in your desired location, you can add the switch to your Hue app by going to Settings > Accessory setup > Add accessory > Friends of Hue switch and following the on-screen instructions.
    How long does the battery in a Friends of Hue light switch last?
    Friends of Hue smart switches are powered by the kinetic energy generated by pushing their buttons and do not require batteries.
    How many lights can I control with a Hue Dimmer switch?
    You can control up to 50 Hue lights on a single Dimmer switch, provided that they are located in no more than two Rooms. To ensure that your Hue system responds quickly, you can only use the Dimmer switch in two Rooms simultaneously.
    My Dimmer switch is no longer working properly.

    Your Dimmer switch was once connected to your Bridge and functioning normally but has stopped working correctly:

    1. Check that all four LED indicator lights on top of the Hue Bridge are on. 
    2. Check that the Dimmer switch is operational by pressing any button and ensuring that the LED indicator light on the front of the switch lights up green.
    3. Check that the Dimmer switch is within range by ensuring that it is not farther away from the Bridge than your farthest light. 
    4. Ensure the Dimmer switch was not mounted to a metal surface as this can affect the range of the device. 
    5. Make sure that the Hue lights you want to control are functioning correctly in the Hue app. If not, this could indicate a problem with the light itself rather than the Dimmer switch. 
    6. In the Hue app, go to Settings > Accessory setup and select the problematic Hue Dimmer switch. Make sure the configuration settings are correct and select Save to save your settings. 
    7. Restart the Hue Dimmer switch by pressing and holding all four buttons of the switch at the same time. Let go when you see the LED indicator light on the front of the switch flash red and green. 
    8. Perform a hard reset of your Dimmer switch by pressing and holding the Setup button on the back of the switch for 10 seconds. 

     

    Your Hue Dimmer switch was never connected to a Hue Bridge and was functioning normally but has stopped working correctly:

    1. Check that the Dimmer switch is operational by pressing any button and ensuring that the LED indicator light on the front of the switch lights up green.
    2. Check that the Dimmer switch is within range of your Hue light. The maximum range of the Dimmer switch is about 12 meters. 
    3. Check that the Hue light you want to control with your Dimmer switch is connected to electricity. Its traditional wall switch should be flipped to the "on" position. 
    4. Ensure the Dimmer switch was not mounted to a metal surface as this can affect the range of the device. 
    5. Restart the Hue Dimmer switch by pressing and holding all four buttons of the switch at the same time. Let go when you see the LED indicator light on the front of the switch flash red and green. 

     

    Your Hue Dimmer switch flashes red when you press a button:

    1. The Dimmer switch has lost connection and needs to be reconfigured. Reconnect the Dimmer switch to your Hue Bridge by navigating to Settings > Accessory setup in the Hue app.
    What can I control with a Philips Hue Dimmer switch?

    The Hue Dimmer switch can be used in two ways, depending on whether you have a Hue Bridge and the Hue app.

     

    Standalone mode:

    When purchased as part of a set with a Philips Hue light fixture, the Dimmer switch functions in standalone mode. This means that it can control the lamp or light fixture with which it came, including turning on/off the light, dimming, and brightening. If the Dimmer switch was purchased with a White ambiance or White and color ambiance light fixture, you can also cycle through four preset light recipes, including Read, Relax, Energize, and Concentrate. It is not possible to control the color of the light beyond the preset light recipes.

     

    Connected to Hue Bridge:

    For more functionality, you can connect your Dimmer switch to your Hue app and Hue Bridge. When paired with your smart lighting system, the Dimmer switch can control up to 50 Hue lights in up to two Rooms. You can also assign your own preferred scenes to cycle through.

    What do I do if Hue Tap stops responding?
    If your Hue Tap is not responding, first check to see if it is connected to your Hue Bridge by navigating to Settings > Accessory setup. If you cannot see your device, it may have been accidentally disconnected from the system. In this case, reconnect the Hue Tap by navigating to Settings > Accessory setup > Add accessory and follow the on-screen instructions. If you still cannot connect your Hue Tap, contact a customer support agent at the Meethue Support Center.
    What do the three buttons on Hue Tap do?
    The buttons on a Hue Tap are customizable and are easily configured to turn on or off your favorite scenes, certain combinations of lights, and more in the Hue app. Navigate to Settings > Accessory setup and select the Tap you wish to configure. Select the button you want to customize on the on-screen illustration and follow the instructions to complete the setup process.
    Where can I buy a Friends of Hue light switch?
    Please contact the Friends of Hue partners for more information on where they are available.

    Watch our How to videos

    Philips Hue YouTube
    Browse our How to videos either in the Philips Hue app (you can find them in the Explore tab under 'How to videos"), or view all our videos on the Philips Hue YouTube channel.

    Go to Philips Hue YouTube channel

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