Troubleshooting

Everyone makes mistakes! Here are some suggestions to resolve the most common problems.

The app is unresponsive or crashes

Whether you have an Android or iOS device, it is important to check that the app is updated.

If updating doesn't solve the issue, try deleting and reinstalling the app. Once reinstalled, you will need to log in again.

If the problem persists, contact us at [e-mail], and please provide the following details:

• The platform (Android or iOS)

• The operating system version (found in your device settings)

• Which page of the app the issue occurs on

• The username of your system

Error 408

If the app shows Error 408 where the connection type usually appears (the text Cloud or Local Network), it means that the system's devices cannot connect to the Cloud, so communication between the app and the system is not possible when you are away from home.

We recommend checking your home internet network. If it's not working, the issue likely lies there. Otherwise, try rebooting the system.

Connection problem

If the app seems unable to communicate with the system (e.g., you try to turn lights on/off, and nothing happens), check the installed devices and see if any error LEDs are on.

If a blue LED is lit on one of the devices, the problem is related to the Cloud connection and might be due to your internet connection. If your internet seems to work, try rebooting the device by pressing the Reset button.

If a red LED is on, there may be a communication issue between the devices, and therefore, between the devices and the app. Try rebooting the device with the red LED by pressing the Reset button. If that doesn't work, try rebooting all the devices.

If none of these solutions resolve the issue, contact your trusted technician. You can also submit a support request directly from the app:

• Android: go to the app settings by clicking the three dots in the top-right corner, then "Settings." You will find the "Support Request" button there.

• iOS: go to the app settings by clicking the gear icon, then the three dots in the top-right corner, and finally the "Support Request" button.