If you are unable to connect to your devices then ensure :
Your home wifi connection is established
All devices have been charged for at least 1 hour. If your devices fail to display any lights despite being charged, please get in touch with the support team.
Your phone's Bluetooth is enabled
Understand the lights on your hub
Red flashing light: Your hub is searching for home wifi
Solid white: Your hub has successfully established a connection with your home wifi
Solid red: Your hub's wifi connection is not working.
What to do if hub's light are solid red?
Disconnect the hub from a power source and wait a couple of seconds before plugging it back in again. If the Hub continues to show solid red light you will be able to reset all devices as described here.
Once devices are reset, open the app and re-connect all devices via Settings > Device set up
How to reset devices?
Resetting Hub
There are two functions of the button on the back of the hub.
Short Press (5 seconds) - Wifi Reset.
Long Press (15 seconds) - Factory Reset.
Please note: this resets all devices, but the data on your app is not affected.
Resetting Tracker
If your tracker is not syncing data you can reset the tracker. Press the white button at the back of the tracker - gentle long press will reset it to it’s original factory settings. Please avoid using sharp objects to press the button.
Resetting Bowl
Just like with the Tracker, you can reset the hub too. Spot the reset button next to USB type-c input and long press it for 10 seconds. Please avoid using sharp objects to press the button.
Attempt to re-connect
You will be able to reconnect all devices via App > Settings > Device Setup.
If your devices are still not connecting, try the following:
Turn off your hub and close the ilume app.
Wait for about 60 seconds and go to your phone Settings > Bluetooth on your phone. See if the ilume tracker is listed (Bowl will not broadcast there, just the tracker).
Send logs to our engineering team
If you need to connect with our Customer Happiness team to troubleshoot your app-related issues, we might ask you for a copy of logs so that our engineering team can fix potential app bugs.
Open the ilume app.
Visit Settings > Test screen.
Scroll to find Application Logs and hit Share.
If you do not see the tracker on the list please reach out to ilume support team.