Frequently Answered Questions
1. Why don’t you support earlier versions of Android or iOS?
We highly recommend keeping your device updated to the latest possible iOS & Android OS for the best possible results.
There are many improvements that Android and Apple makes to their operating systems in order to better support newer technologies, like Bluetooth 4.0 (Low Energy) and above, which the NEU-SMART light(s) support.
Earlier versions of operating systems would not fully support the software requirements of our app, and would result in a severely unstable connection with the NEU-SMART light(s). In order to provide the best possible product, we are unable to support earlier OS versions at this time.
2. What Android devices are supported?
Requires devices with Bluetooth 4.0/Bluetooth Smart running Android 5.0+
- Samsung Galaxy S4, S5, S6, S7 and S8
- Samsung Galaxy Note III, IV, V, VII and VIII
- Google Nexus 5 and 7 (2nd Gen) only
- Other Android devices may be compatible – please check Google Play to verify your device is compatible with the NEU-SMART app. If you’re using an unsupported device, it’s possible that the app will not display in the search results or you will receive a message that your device is unsupported.
To find the NEU-SMART app on Google Play, simply search “neu-smart” and download the app.
NEU-SMART may work with devices on Android OS 4.3 or higher, but as Google releases new versions of Android, NEU-SMART will be unable to continue to support older versions of Android.
Periodically, Google may make changes in the Android operating system that affect Bluetooth connectivity, negatively or positively, so please reach out to support@neu-smart.com if you are experiencing Bluetooth connectivity issues.
We highly recommend keeping your device updated to the latest possible iOS & Android OS for the best possible results.
Please note: As technology changes, we will make every effort to remain backwards compatible for as long as we can. As changes are made to your device’s operating system, sometimes important and necessary changes are made that prevents NEU-SMART from working at an optimal level on earlier versions. After careful review and testing, we may make the decision to change our minimum supported requirements. Please reach out to support@neu-smart.com if you have any questions!
3. What iOS devices are supported?
Requires devices with Bluetooth 4.0/Bluetooth Smart running iOS 8.0+
- iPhone 5, iPhone 5s, iPhone 5c, iPhone 6, iPhone 6+, iphone 7, iphone 7+
- iPad 4th Gen, iPad Air 2, iPad Pro
- iPad Mini 3 and 4
To find the NEU-SMART iOS app on your device, simply search “neu-smart” and download the app. For iPad users, you’ll need to search for “iPhone Apps only”.
As Apple releases new versions of iOS, please ensure your device is updated to the latest version. There can be changes to the operating system that affect Bluetooth connectivity, so it’s always best to stay up-to-date and be informed of how OS updates will affect your device.
Please note: As technology changes, we will make every effort to remain backwards compatible for as long as we can. As changes are made to your device’s operating system, sometimes important and necessary changes are made that prevents NEU-SMART from working at an optimal level on earlier versions. After careful review and testing, we may make the decision to change our minimum supported requirements. Please reach out to support@neu-smart.com if you have any questions!
4. Will the NEU-SMART app drain the battery power on my device?
We chose Bluetooth smart mesh because it uses very little energy and won’t drain your battery life.
5. What is the range of Bluetooth MESH?
Each NEU-SMART light(s) has an estimated 10-15m+ range, and multiple NEU-SMART light(s) can communicate with one another through the wireless mesh to pass on commands and extend the signal range beyond the typical range of an individual 
light(s).
Bluetooth smart mesh has a typical range of an estimated 50m and beyond. Bluetooth signal range can be reduced by the amount of obstructions in the way, for example, walls and furniture. This is why we estimate a 10-15m+ range, because of the amount of interference that could be experienced in a standard home or commercial environment.
6. I cancelled the app download, and now I can’t re-download the app!
If you try to download the app and accidentally cancel the download or the download does not complete, you might receive an error message or difficulty completing the download. We recommend that you delete the app and try reinstalling the app again.
Please reach out to our support team at support@neu-smart.com if you continue to have any issues downloading the app and we can help you out. Thank you!
1. Can more than one smartphone be used to control the lights?
The number of smartphones that can be used to control the lights is dependent on the number of NEU-SMART lighting products that are being installed. If one NEU-SMART light is installed, then only one smartphone can control the light. If two NEU-SMART lights are installed, then two smartphones can be used to control the lights. If five NEU-SMART lights are installed, then 5 different smartphones regardless whether it is operating on an iOS or Android system can be used to control the lights.
2. How do I Reset the NEU-SMART lighting products?
To reset the NEU-SMART light(s), they require power to be fully lost before they’ll reset. The capacitor in the NEU-SMART light(s) requires a small delay for the power to completely be lost. As such, you need to wait for approximately thirty (30) to forty (40) seconds after the light(s) have been switched off before proceeding with the following action appended below:
You’ll need to turn the switch off and then on again in two (2) short sequences followed by one (1) long sequence:
This pattern will trigger the NEU-SMART light(s) to reset:
- Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
- Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
- Turn off – count 1, 2, 3, 4, 5 then turn on, count 1, 2, 3, 4, 5 then turn off
After (3), turn the smart light(s) on again. When the NEU-SMART light(s) is reset, it will blink three (3) times in a bright white color. Your NEU-SMART light(s) is now reset! To pair NEU-SMART light(s) with the app, go to “Operations” and select “Add New Device.”
3. I’m no longer able to connect to my NEU-SMART light(s)!
You may encounter an issue when your app does not connect to your NEU-SMART light(s). Because NEU-SMART uses Bluetooth smart mesh, the Bluetooth connection might drop when the NEU-SMART app is moved to the background, when you close the NEU-SMART app, or when your device goes into sleep mode.
Reconnecting to your NEU-SMART light(s) is as simple as opening the NEU-SMART app. However, if your device’s Bluetooth is not connecting to the smart light(s) right away, there are a few things you can do to force the connection.
First, make sure you have verified the following:
- You have the latest version of the NEU-SMART app from the iTunes or Google Play.
- Check that your device’s Bluetooth is turned on. If Bluetooth is on, resetting Bluetooth on your device by turning it off/on might also resolve your connection issue.
- The physical light switch of the lamp or fixture is in the “on” position.
After a period of inactivity, when you access the app again, you might not be able to establish the Bluetooth connection with your NEU-SMART light(s). If you are not able to control your NEU-SMART light(s), try the troubleshooting steps below.
To reconnect, try these troubleshooting steps:
a. Click on “Refresh” button: This will refresh the app home page.
b. Restart the NEU-SMART app: Close the NEU-SMART app entirely (force close, if necessary). Open the app again, and tap the NEU-SMART light(s) you wish to control, and change the color and/or turn off/on.
Does your smart light(s) respond? If not, you will need to reset your NEU-SMART light(s) and pair again. (See FAQ: Lighting Control on “How do I Reset the NEU-SMART lighting products?”)
c. Check if NEU-SMART light(s) are still paired: Tap the “Operations” icon in the bottom left corner of the screen, and then tap “Add New Device”. This section of the app searches for all available NEU-SMART light(s) and in the event your smart light(s) was accidentally reset, it would appear in this screen again to be paired again.
d. Reset device Bluetooth connection: Go to your Settings and turn your Bluetooth off and on. Go back to the NEU-SMART app, and change the color or turn off/on.
e. Turn on and off any of the physical light switch that is connected to the NEU-SMART light(s): Switch on and then off the physical light switch connected to any of the NEU-SMART light(s) and then try to control the lights with the smartphone again.
4. Can I use NEU-SMART light(s) outdoors?
The current versions of NEU-SMART lighting products are intended for indoor conditions.
5. Can NEU-SMART light(s) be installed on a dimmer, three-way switch or any other switch that reduces power?
Not all lights are compatible with dimmer or three-way switches. NEU-SMART light(s) uses LED for illumination, and if you plan to install in a fixture controlled by a dimmer switch, it is best to use only an LED-compliant dimmer switch to ensure that the NEU-SMART light(s) are not accidentally damaged.
Because NEU-SMART light(s) requires 100% power to operate, you won’t be able to dim the NEU-SMART light(s) from the switch. The NEU-SMART app allows you to dim the brightness of your NEU-SMART light(s) down, eliminating the need to use the manual light switch or dimmer.
If you have any questions, please contact us support@neu-smart.com
6. Can I control my NEU-SMART light(s) when I’m not near them, or when I’m not at home?
We develop NEU-SMART devices with both Bluetooth and WiFi functionality (Require Remote Access Hub sold separately). Users have the option of using either Bluetooth or WiFi to control their NEU-SMART devices although users are advised to use the Bluetooth functionality of their NEU-SMART devices when they are at home or within Bluetooth signal range. Similarly users can also have remote access of their NEU-SMART devices via WiFi with the use of a Remote Access Hub which is sold separately.
7. Why some of my smart lights slow to respond or not responsive at all?
When you connect more than one NEU-SMART light(s) together in a group and try to control them all at once, you might encounter a situation whereby some of the lights in that group would be slow to respond or not respond to commands from your NEU-SMART app. These occurrences are normal due to the connectivity of the Bluetooth which would account for the time lapse in the response of the lights. When such a situation occurs, we recommend you do the following:
a. Tap on the original command a few more times.
b. Tap on other commands and then go back to the original command again
c. Turn the lights in that group off and then on again
d. Exit the app and re-enter the app again
English
Japanese