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How can I troubleshoot my IKEA Home Smart system?

Sometimes a smart product shows in the app but does not properly connect to your home system. In this case, we recommend taking a closer look at your home smart system.

Check your Wi-Fi connection
  • Smart products need a strong Wi-Fi connection to communicate with the hub.
  • Make sure your mobile phone uses the same Wi-Fi network as the hub.
 
Restart your system
To give your entire smart home system a nudge, restart the equipment in the following order:
  1. Restart your Wi-Fi router
    • Remove the power cable for 30 seconds and reconnect to restart a router.
  2. Restart your DIRIGERA hub
    • Remove the power cable and connect again to restart any hub from IKEA.
  3. Turn your mobile phone off and on again
    • This will allow your phone to start up again and clear any stuck data.
 
Before trying to connect a product again
We recommend that you factory reset the product before trying to connect again. This ensures that both the home system and smart product are in the best condition to make a new connection.
How to factory reset:
Factory reset by long pressing the system button on the device for 10 seconds. For smart lights, follow the instructions in the IKEA Home smart app to turn the light off and on 6 times to a specific rhythm.
 
General connectivity advice
If you still have issues connecting a smart product, we recommend looking at other areas or settings that can impact general connectivity in the home.
Disconnect other Thread border routers (temporarily)
For homes with multiple systems and brands, you may need to temporarily disconnect their devices so we can make a stable connection.
Follow the steps to connect:
  1. Remove the power cable to any other Thread border router
    • This includes Google Nest Hub (2nd generation), Apple TV (2nd generation +) or similar.
  2. Try to connect your smart product
    • Use the IKEA Home smart app to connect the product.
  3. Connect the power cable to your Thread border routers again
    • This will allow the Thread mesh network to rebuild.
 
Set your Wi-Fi router to IPv6
    • IPv6 will allow your smart products to communicate with the rest of your home system in a simple and secure way.
    • Most routers are set to IPv6 by default, but you can check this in your router settings.
 
Set your mobile phone Wi-Fi network to 2.4 GHz
    • A 2.4 GHz network provides a larger range of connectivity, meaning it can communicate with smart products in hard-to-reach places.
    • To change your mobile phone Wi-Fi network to 2.4 GHz, go to settings in your phone.
 
If products go offline
Smart products need to communicate with the hub and home system. If the connection is interrupted, the product will appear offline in the IKEA Home Smart app.
 
Check the power source
    • The most common reason for a product going offline is a lack of power. For smart lights and similar products, check that the switch is turned on.
    • For battery powered devices, the IKEA Home smart app will notify you when the battery gets low.
 
Restart your DIRIGERA hub
    • Remove the power cable and connect again to restart any hub from IKEA.

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