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Trouble Shooting
General WiFi Trouble Shooting
Do's and Don'ts

If the lights are not on.

1. Make sure there is 120V AC power to the outlet and product is plugged in.
   
2. Make sure lights are connected to the control box, and make sure connector is fully inserted into the adaptor and tight.
   
3. Check if unit is plugged into an outlet controlled by dimmer or electronic timer as unit will not work in these circuits; use a standard outlet instead.
   
4. If connected to a GFCI controlled outlet, reset the GFCI in case it activated.
   
5. Check for broken wires/connections.
   
6. Remove connector from adaptor, clean contacts and reinstall.
   

The control box does not show up in the home screen.

1. Confirm the correct WiFi router password was used.
2. Smart device WiFi is connected to a different device or router, connect to control box WiFi or to local WiFi Router.
3. Control box is out of WiFi range, move smart device closer to control box if directly connected, or move control box closer to WiFi router.
4. Control box is not connected to 120V power. Turn on power to outlet, and reset GFCI if on a GFCI protected outlet, and make sure illuminate is plugged in.

When music is playing and you use the back button on device or menu, music stops playing.

This is normal operation of the set. When you use the back button on your device, or select the menu, while in the music section, the music will stop playing, the lights will stop flashing to the music and the lights will stay in the color and brightness state that they were in when you pushed that button. This may cause the lights to be off, dim or bright depending what they were doing at that instant. Just select a different function for them to do something different, or go back to the music screen, select your songs and hit play for the lights to start sequencing to the music again.

App stops working

Restart app

If an individual bulb is blue, does not change color or does not display all colors.

Contact our customer service department for additional instructions. 1-800-763-6177

1. Be sure your Wi-Fi source (Wi-Fi router/access point or Wi-Fi device) is connected to power and turned ON.
2. Restart your mobile device.
3. Remove any case, stand, or other accessories from your Apple/iOS or Android device and check if that improves your ability to connect to the Wi-Fi source.
4. Are you in range of your Wi-Fi source?
   • Move closer to the Wi-Fi source. If Wi-Fi is still not accessible when you move closer, go to step #5. If Wi-Fi is accessible when you move closer and the Wi-Fi source is a Wi-Fi router/access point then you may need a stronger Wi-Fi router/access point or you may have signal obstructions or interference,go to step #7.
5. Is your battery low and/or do you have any Power Saving Apps or Network Apps installed on your device?
   • Be sure that your device has a sufficient battery charge especially if you have any Power Saving Apps or Network Apps.
   • If the problem persists with an adequate battery charge on your mobile device, turn any Power Saving Apps or Network Apps OFF. If the problem continues with an adequate battery charge, uninstall any Power Saving Apps or Network Apps.
6. Is Airplane Mode turned OFF? And is Wi-Fi turned ON and connected to the Wi-Fi source?
   • In both Apple/iOS and Android devices - go to SETTINGS. Airplane Mode and Wi-Fi are located near the top. Be sure Airplane Mode is OFF and Wi-Fi is ON.
   • If Wi-Fi is ON, tap/select Wi-Fi and confirm that you're device is connected to the Wi-Fi source. Note: It may take a few seconds for available Wi-Fi network names to appear.
   • If your Wi-Fi source's network name is not showing in your available Wi-Fi list, try connecting to the Wi-Fi source using a computer/device and method recommended by the Wi-Fi source's manufacturer and try changing the SSID (network name) of your Wi-Fi source's network to something unique as it may be conflicting with other available wireless networks in your area. Some wireless routers are preconfigured with a common SSID (network name) such as "wireless" or "default". Please see the documentation for your Wi-Fi router (access point) or Wi-Fi device for instructions on changing the SSID.
   • In Apple/iOS devices, when in SETTINGS, if Wi-Fi is dimmed (grayed out), then follow these steps:
     1. Restart yourApple/iOS device once more to see if this issue persists.
     2. Be sure that your Apple/iOS device is using the latest software. Go to Settings > General Software Update to learn more. Or connect your device to your computer and check for updates in iTunes.
     3. If you still can't turn Wi-Fi ON, reset the network settings by tapping Settings General Reset Reset Network Settings. This will reset all network settings, including Bluetooth pairing records, Wi-Fi passwords, VPN, and APN settings. Only perform this step if you are willing to reset all these settings in attempt to fix this problem.
     4. If you still can't turn Wi-Fi ON, please contact Apple for support and service options.
   • In Android devices, if you are receiving an Authentication Failed Error Message then follow these steps:
     1. First be sure that your password is correct. Double and triple check.
     2. Restart your Android device once more to see if this issue persists.
     3. If you still receive this error, go to SETTINGS and manually turn OFF the Wi-Fi and mobile data on your device.
     4. Then turn ON the Airplane Mode.
     5. While Airplane Mode is still active, turn the Wi-Fi back ON and then try to connect to the network again.
     6. Once the Wi-Fi is connected then return to your Android device settings and turn Airplane Mode OFF. It is important that you turn Airplane Mode back OFF because if it remains ON then your phone won't receive calls or allow mobile data use.
     7. This process may sound strange yet it can sometimes alleviate this authentication failed error message.
     8. If the above process does not fix the issue, please refer to your device manufacture manual or website for additional troubleshooting tips and Android software update options. Or contact the manufacture of your Android device for support and service options.
7. Do you have any Wi-Fi barriers or potential interference in your area?
   • Sources of potential interference that can diminish Wi-Fi signals over distance include: microwave oven while powered ON, direct satellite service, certain external electrical sources such as nearby power lines or power transformers, 2.4 Ghz or 5Ghz cordless phones or devices, video senders, wireless speakers and some external monitors and LCD displays.
   • Sources of Wi-Fi barriers (Radio Frequency reflective and absorbing obstructions) include: metal, bulletproof glass, concrete, plaster, marble, bricks, water, glass, synthetic materials and wood.
   • Imagine a direct line between the mobile device and the Wi-Fi source in which you are attempting to connect. In that direct line of path, are there any sources of potential interference or Wi-Fi barriers listed above? Attempt Wi-Fi connection with these sources of potential interference powered OFF, or move the potential interference object or move the Wi-Fi source so a direct pathway between your mobile device and the Wi-Fi source has minimal obstruction.
   • If your Wi-Fi source is located close to any source of potential interference or source of Wi-Fi barriers listed above, move the Wi-Fi source and interference/barrier object away from each other and reattempt connection between your mobile device and the Wi-Fi source.
   • If the issue persists, please consider a Wi-Fi extender/repeater device and/or a stronger Wi-Fi router (access point).
8. Are other mobile devices or Wi-Fi enabled computers also having problems connecting to the same Wi-Fi source?
   • If you have access to another Wi-Fi enabled mobile device, check if that device is able to connect to the Wi-Fi router (access point) or Wi-Fi device in a side-by-side comparison with your mobile device. Attempt this first test while in close proximity to the Wi-Fi source without any Wi-Fi barrier obstructions and with minimal or no sources of potential interference powered ON and nearby.
9. If all solutions listed above still do not fix the issue:
   • Update your Wi-Fi router (access point) to the latest firmware. If you need assistance, please contact a local computer/network technician.
   • Sometimes Wi-Fi routers/access points will fail and still power ON and have lights display yet still not allow Wi-Fi connections. This is more common with Wi-Fi routers that are older or have been in use for considerable time, or Wi-Fi routers that have been in operation while near sources of potential interference. For example, a Wi-Fi router/access point that has operated while near a Digital Satellite Service receiver. Consider replacing the Wi-Fi router/access point.
   • Contact the manufacturer of your mobile device for support and service options.

1. DON'T pull on connections or lampholders when decorating or removing for the season.
   
2. DO store unit in cool, dry location protected from sunlight when it is not in use.
   
3. DO avoid stacking other products on this item to avoid bulb breakage or other damage.
   
4. DO make sure all plugs and cords are well-protected from being cut, crushed, or abraded.
   
5. DON'T place wiring or parts of illuminate on top of sharp edges or sharp materials.