Troubleshooting

The lamp does not appear on my network. Check that your phone is on the same Wi-Fi as the lamp. If the Wi-Fi's password changed, or the lamp is now somewhere its network does not reach, switch it off and on again: when it cannot connect, it opens its own network after a few seconds, and you set up Wi-Fi again as described in Connecting a lamp to your Wi-Fi.

The lamp shows as offline in the cloud panel. The lamp needs Wi-Fi with internet access and Enable cloud features ticked in its Sync tab. After a power cut it can take a moment to reconnect.

The lamps in a group are not in step. Check that Cloud Sync is on for the group and that all its lamps are online. For random effects, Sync Random Seed - the die on the group's card - has to be on - see Groups. For an effect that reacts to sound, the lamps also have to hear the same thing: on lamps without sound, check that Sound sim is the same - see Sound.

One part of a light does not follow its group. It may keep its own look or follow a shared sync of its own - its button in Effects & colour is marked, and says which when you choose it. Set it back to With its group under Parts of lights on the Shared Sync page.

A cube or a panel light shows a jumbled picture, or effects break at the edges. A panel is on the wrong face or place, or turned. Check corners and Which way up in the light setup show which one.

The light's settings say its LEDs do not match its setup. The number of LEDs or the matrix was changed on another settings page. Check the numbers under Light and segments and save - see Light setup.

Local sync cannot be switched on. The lamp is in a group that syncs through the cloud, which does the same job. Switch the group's cloud sync off first.

The panel stutters on an older computer or phone. The effect previews move with the effects. Switch them off under Effect previews in Account settings - including Live previews on by default, which plays every lamp on the Presets, Community and Shared Sync pages - and leave Animate off in the effect list. Animated background under Appearance can go too.

An update did not install. Check that the lamp has Wi-Fi and try Check for updates again. If it still fails, open a support ticket.

Nothing else helps. Open a ticket under Support in the cloud panel and describe what the lamp does and what you tried.