Hue Connection Help

My Philips Hue strip or bulb does not appear in the results list when I want to connect it

1. Philips Hue products absolutely need the Hue Bridge. Otherwise, they cannot be found by Lumia Stream.
   1. Philips Hue Bluetooth-only products are not supported by Lumia Stream.
2. Make sure that your computer and your Hue devices are connected directly to the same router and that there is no switch or similar network device in between.
3. Please note that there are two different Hue options under Connections. There is one option for Hue lights and one option for Hue plugs.

I made sure that my Philips Hue device is supported by Lumia Stream. It is connected to a bridge. However, Lumia Stream does not find my device

1. Make sure that your computer and your Hue device are connected directly to the same router and that no switch or similar network device in between.
2. Make sure that no one else in the household is currently operating the devices via the Hue app. You can’t use the Hue app and Lumia Stream app at the same time.
3. Disconnect the bridge from power for 15 seconds and reconnect it. Now try to establish the connection again.

If this doesn’t work

1. Reset the bridge.
   1. Turn the bridge over and insert something sharp, like a needle or paper clip, into the hole labeled Factory Reset. You should be able to feel a button.
   2. Press it for 10 seconds.
   3. Now you need to reconnect your devices to the Hue app and then you can try again if Lumia Stream finds your lights or smart plugs now.

I can connect my devices, but they keep disappearing from the connection again

1. After connecting your devices to Lumia Stream, please give them a static IP in your router. Some routers are set to reboot every 24 hours and give connected devices a new IP. Lumia Stream will not be informed about this and therefore will not be able to recognize the devices.

My devices are successfully connected to Lumia Stream. However, they sometimes stop working. Especially after an alert or command that involves a reaction or animation.

1. Go to Connections and search for your Hue device. Check the "Fast Mode" checkbox there. Up to 10 devices can be operated in "Fast Mode".

When I open Lumia Stream, I get an error message "Ran into an issue creating an entertainment group with message: Error: An error occurred while creating a group: Network error”

1. After connecting your devices to Lumia Stream, please give them a static IP in your router. Some routers are set to reboot every 24 hours and give connected devices a new IP. Lumia Stream will not be informed about this and therefore will not be able to recognize the devices.
2. Restart your computer and your router.
3. Reset the bridge.
   1. Turn the bridge over and insert something sharp, like a needle or paper clip, into the hole labeled Factory Reset. You should be able to feel a button.
   2. Press it for 10 seconds.
   3. Now you need to reconnect your devices to the Hue app and then you can try again if Lumia Stream finds your lights or smart plugs now.

Power cycle all parts of the system

Sometimes setup issues can be resolved by restarting the relevant devices

1. Router: Follow the instructions for your router and restart it. In general, most routers can be rebooted by disconnecting the power for 30 seconds and then reconnecting it.
2. LIFX lights: Disconnect the power supply from the mains for 10 seconds and connect it again

WiFi connection issues

It can be helpful to isolate your phone or tablet to WiFi, and disable mobile data. As devices don’t have internet available until connected with your home WiFi, it can at times, impact set-up.

1. Turn off cellular data on your iOS or Android device
2. Temporarily “forget” your surrounding WiFi networks
3. Reconnect to the desired 2.4ghz network
4. Once your device has connected you can turn your phone data back on

Network naming and password for 2.4Ghz and 5Ghz networks

Dual-band routers at times can route devices to the incorrect band, causing a failure in set-up. We recommend the following troubleshooting steps:

1. Change the SSID (name) of the 5Ghz network band, so it does not match with the 2.4Ghz SSID
2. Temporarily "forget" the 5Ghz network from your saved WiFi networks lists on your smart device WiFi settings.
3. Please see the owner's manual for your router for how to complete this step

“Airtime Fairness” or “WiFi Multi-Media (WMM)”

Certain New routers in brands such as Asus, Netgear, Cisco, and Ubiquiti may have these features. It can cause low bandwidth devices such as smart devices to fall off the network or be non-responsive. To disable, complete the following:

1. Log in to your wireless router settings
2. Follow wireless > professional > airtime fairness > set to disable

AP Isolation

Also called Client Isolation or Guest Isolation mode, it provides internet to devices, without allowing them to communicate with other devices on the network. This prevents smart devices from being set up and further controlled via the local network. This is commonly used on College or communal networks.

1. Disable AP Isolation on your router
2. If trying to set up via a shared network you will need to switch to the private or hotspot network. Unfortunately, if you cannot disable this feature, you will be unable to set up your smart device.
3. Please see the owner's manual for your router for how to complete this step

Firewalls, Port blocking, and VPN's

These can prevent a cloud connection for smart devices. Most smart devices can be controlled locally, however, it requires a connection for features such as schedules, IFTTT, Amazon Alexa, and more.  You will require access to certain ports to connect to their APIs

Also, check and make sure your phone and router do not have any AdBlock or VPN clients configured.

1. For internet provider routers, contact your provider
2. For a router you own, contact the manufacturer

If that doesn’t fix it:

Please visit us on Discord and open a ticket. Our support will be happy to help you find out where the problem is.