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MsEMC
Reel Rookie

Smart Light Bulbs keeps on failing to sync

I completely and totally regret buying the "smart" light bulbs. Not only does the app continuously "fail to sync" to the lights, I have often had to delete and remove the devices from the app, then redownload the app and constantly trying again. After that, the lights will work for a few times and then BOOM, app failing to sync yet again. Zero Internet issues at home because every other device in my house works just fine without failure. These lights need to be recalled and reevaluated or something. Whatever needs to be done, ROKU needs to address this. And according to the app reviews on Google Play, this is a widely distributed issue. Sorely disappointed in ROKU.

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3 REPLIES 3
RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Smart Light Bulbs keeps on failing to sync

Hey, @MsEMC.

Thanks for reporting this!

Can you share some info here so we can take a closer look?

  • How often do the disconnects occur?

  • Is the bulb showing offline in the app? If so can they still be controlled?

  • When did this start?

  • Was the router/modem changed recently?

  • Does restarting the bulb make it come back online?

Also, can you provide the device details?

  • Bulb device ID
  • Modem/Router Make/model(s)
  • Log ID (In the Roku Smart Home app, tap Account > Roku Support > Submit a Log.)

Please get back to us soon!

Roku Community Team

Emmanuel-D.
Roku Community Moderator
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MsEMC
Reel Rookie

Re: Smart Light Bulbs keeps on failing to sync


    How often do the disconnects occur? THE DISCONNECTS OCCUR IN ALL BULBS EVERY DAY. EVERY DAY THAT I RETURN HOME FROM WORK AND ATTEMPT TO TURN THE LIGHTS ON, THEY HAVE DISCONNECTED AND THE MESSAGE "FAILED TO SYNC" SHOWS UP IN THE APP. WHEN I WAKE UP IN THE MORNING TO TURN MY LIGHTS ON, THE SAME ISSUE OCCURS. SO EVERY TIME THE LIGHTS ARE TURNED OFF, THEY ARE DISCONNECTING FROM THE APP AND NOT SYNCING.

    Is the bulb showing offline in the app? If so can they still be controlled? NOT ONLY DO THE BULBS SHOW THAT THEY ARE OFFLINE, THE APP FAILS TO EVEN SYNC TO THE BULBS. SO, NO, THEY CANNOT BE CONTROLLED. I HAVE TO CONSTANTLY DELETE THE APP, REDOWNLOAD IT, RE-ADD MY BULB DEVICES TO THE APP, AND THEN THEY WORK. BUT AGAIN, AS SOON AS THE LIGHTS ARE TURNED OFF, THE ISSUE RETURNS. I SHOULDN'T HAVE TO DO THAT CONSTANTLY EVERYDAY.

    When did this start? THIS BEGAN 2 WEEKS AFTER I BEGAN USING THESE BULBS. THEY WORKED FINE FOR 2 WEEKS.

    Was the router/modem changed recently? NO.

    Does restarting the bulb make it come back online? NO, I OFTEN HAVE TO DELETE THE BULB DEVICES FROM THE APP, DELETE THE APP, REDOWNLOAD IT, RE-ADD THE BULB DEVICES TO THE APP, AND THEN IT WILL WORK. HOWEVER, ONCE THEY ARE BACK OFF, THE ISSUE OCCURS AGAIN TO WHERE IT IS NOT ONLINE, THE APP FAILS TO SYNC, AND I HAVE TO DELETE AND START OVER AGAIN. IT SHOULD NOT BE LIKE THIS.

Also, can you provide the device details? CAN YOU PLEASE EMAIL ME FOR THIS INFORMATION? I DO NOT WANT TO POST THAT LEVEL DETAIL IN PUBLIC MESSAGE FORUM BOARD. I SHOULDN'T BE ASKED TO POST THAT TYPE OF DETAIL ON A PUBLIC FORUM.

    Bulb device ID
    Modem/Router Make/model(s)
    Log ID (In the Roku Smart Home app, tap Account > Roku Support > Submit a Log.)

 

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Smart Light Bulbs keeps on failing to sync

Hey, @MsEMC.

Thanks for keeping us in the loop!

Just keep an eye on your inbox because we sent you a private message. Thanks again for your help!

Roku Community Team

Emmanuel-D.
Roku Community Moderator
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