FAQ

Lighting Control

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 lighting products that are being installed. If one light is installed, then only one smartphone can control the light. If two lights are installed, then two smartphones can be used to control the lights. If five 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 neusmart-logo black2-nbg lighting products?

To reset the light(s), they require power to be fully lost before they’ll reset. The capacitor in the 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 light(s) to reset:

  1. Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
  2. Turn off – count 1, 2, 3, 4, 5 then turn on, count 1 then turn off
  3. 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 light(s) is reset, it will blink three (3) times in a bright white color. Your light(s) is now reset! To pair light(s) with the app, go to “Operations” and select “Add New Device.”

3. I’m no longer able to connect to my neusmart-logo black2-nbg light(s)!

You may encounter an issue when your app does not connect to your light(s). Because uses Bluetooth smart mesh, the Bluetooth connection might drop when the app is moved to the background, when you close the app, or when your device goes into sleep mode.

Reconnecting to your light(s) is as simple as opening the 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:

  1. You have the latest version of the app from the iTunes or Google Play.
  2. 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.
  3. 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 light(s). If you are not able to control your 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 app: Close the app entirely (force close, if necessary). Open the app again, and tap the 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 light(s) and pair again. (See FAQ: Lighting Control on “How do I Reset the lighting products?”)

c.  Check if 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 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 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 light(s): Switch on and then off the physical light switch connected to any of the light(s) and then try to control the lights with the smartphone again.

4. Can I use neusmart-logo black2-nbg light(s) outdoors?

The current versions of lighting products are intended for indoor conditions.

5. Can neusmart-logo black2-nbg 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. 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 light(s) are not accidentally damaged.

Because light(s) requires 100% power to operate, you won’t be able to dim the light(s) from the switch. The app allows you to dim the brightness of your 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 neusmart-logo black2-nbg light(s) when I’m not near them, or when I’m not at home? 

We develop 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 devices although users are advised to use the Bluetooth functionality of their devices when they are at home or within Bluetooth signal range. Similarly users can also have remote access of their 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 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 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