Most calls we get are solved by one of these in under five minutes. If it doesn't help, send us a fault report and we'll take it from there.
i.
Lights or keypads not responding
Find the lighting processor in your rack (Lutron, Rako or Crestron). Switch it off at the plug, wait 30 seconds, switch it back on and give it two minutes to come back.
ii.
Wi-Fi slow or dropping out
Switch off the broadband box and the main router or switch in the rack, wait 30 seconds, then switch them back on together. Allow three minutes. Don't press any recessed reset buttons.
iii.
The app has lost connection
Check your phone is on the home Wi-Fi rather than mobile data, fully close the Lutron, Savant or Crestron app and reopen it. If it still won't connect, restart the processor as in step one.
iv.
No picture or sound in the cinema
Confirm the right source is selected on the keypad or remote. Restart the source (Apple TV, Sky, player) first, then the AV receiver, waiting a minute between each.
v.
Blinds not moving
Try the blind from its keypad rather than a scene or schedule. If one blind alone won't respond it may be a motor fault, so tell us which window when you report it.
vi.
Something affecting safety
For alarms, security or smoke systems, call your monitoring provider first, then let us know so we can check the integration.
Never press a recessed reset pin on any processor, router or hub. It wipes the programming, and the system will need a visit to restore.