Troubleshooting and Support
Power Cycling Your System
One of the first things we recommend for most issues, is simply to "Power Cycle" your system. Follow the steps below to give your system the needed restart:
1. Turn your lights on. Leave your Bridge connected to router and power.
2. Unplug ALL the Power Boosters. (If you cannot get to them and if they are not plugged into an outlet that is controlled by a switch, please flip the breaker(s) that provide power to each of their individual outlets.)
3. If any lights are still on after you unplug the power boosters, one was missed and still needs to be unplugged.
4. Plug the power booster that is connected to the wireless receiver back in. (The lights on the house should flash blue when this is done)
5. Plug the remaining power boosters back into their respective outlets.
After running the power cycle, please use the RGB sliders in your EverLights app to turn the lights to pure white, then pure red, pure green, and then pure blue.
Select which issue you are facing for a quick troubleshooting tutorial to help walk you through some steps.
Lights Not Turning On
There are three reasons only some of your lights would come on:
1. Something was wired incorrectly. Double check all your connections. If your lights were previously working properly you can rule this out.
2. The length of lights is setup incorrectly in the app. To check this, go to Settings > Zones. The length is displayed at the bottom of each zone, if you have more than one, make sure all zones show footage. The length of lights in the settings is all that will illuminate. For example, if you have it set to 10 feet, only the first 10 feet of lights will work, no matter how many feet you have. Adjust this to match the order from your Design Consultant.
3. A light has gone bad. This could either be the first light that is not working or the last light that is working, we recommend replacing both at once to make sure it fixes the problem. Be sure to unplug all power boosters and the control box power supply before cutting any wires. Ensure the replacement lights are installed in the proper direction. If you find a dead light is the issue it’s wise to give your system a visual inspection for places the lights may be shorting. The most common places are at wire terminations and possible pinch points such as a transition from gutter to flashing. Look for any exposed wires and coat with liquid electrical tape.
Lights Displays the Wrong Color
Each LED has three pixels inside, a red, green, and blue. If one of these pixels stops working properly you will not get the right color when mixing the brightness of the pixels. Turn your lights to white full brightness to identify if this is the issue. You will need to be outside to view your lights for this test.
Take photos and note the lights that are having issues. A dead red pixel will result in a teal light, a dead green will make purple, and a dead blue will make yellow. You can also verify a dead pixel by changing to pure red, green, or blue. If the suspect light doesn’t illuminate on one of the colors, that’s the pixel that went out, and you can call support to splice in a new light or trouble shoot on your own. Patch kits are available for purchase.
If the lights start to fade colors (and this isn't the Effect you chose in the app) this could indicate your system is not getting enough power. Take photos and call us to talk about a Power Booster being added to your system.
If the lights that are having issues follow a strand of unlit wire - generally for jumps in your roofline - we may need to get up there to check the connection of the Data Buffer in your system.
If your problems persist, please send images to our support team so we can easily help to narrow down the problem and get your lights back up and working!
Random Lights Turning On
If you notice random lights turning on by themselves there is a data issue in the lights somewhere. Even though the lights are off they are always receiving power and a continuous data signal telling them to be off. If you were to unplug a control box but continue powering the lights with a power booster the lights would start doing their own thing after a while. So if you see random lights turning on it’s one of two issues:
1. Your control box is not working properly. Connect to the control box via the app and ensure proper function. If you’re having difficulty with your control box at this point please visit the control box troubleshooting on this page.
2. There is a light somewhere that has gone bad and is not sending the off message to the lights downstream from it. To identify this light turn on your lights to a solid pattern. Wherever the proper pattern stops displaying is your problem. With all power off, use your patch kit to swap out the last light that appears to be working properly and the first light that is not. Double check the direction of the patch lights before crimping. When the fix is complete plug everything back in and confirm proper function is restored.
If you do not have time to troubleshoot at the moment but want the lights to turn off simply unplug your control box power supply and power down or unplug all power boosters.
Lights Stuck On When Scheduled Off
There are a couple of possible scenarios that could cause your lights to be on when they are scheduled to be off:
1. The Power Booster connected to your Wireless Receiver/Node is plugged into an outlet controlled by a light switch. Check to make sure that your switch is on and that the GFCI is not tripped.
2. The data is getting stuck somewhere on your light strands, called Latching. This can prevent some of your lights from receiving the "off" signal. This should be resolved by a simple power cycle for your lights, please scroll back to the top of the page to review those instructions.
Unresponsive Bridge / Control Box
Here are a few things to check if you send commands to your lights, but they are not changing:
1. Check the lights displayed on the front of the Bridge. If you do not have any lights on, but the Bridge is connected, the EverLights logo should appear blue. If you have tried to turn on your lights, the sequence colors you selected should be showing in the logo. Is the display of your Bridge following the sequence you selected? If yes, let's check the signal to the zone.
2. To check if your Bridge is sending a signal to the zone, check for a paired zone in your app: Settings > Zones. If it is paired correctly, it will show your zone(s) with "Connected" in green. If there is no "Connected" and you only see a yellow "On" your Node is not checking in. Call support or check the wiring to your Wireless Receiver / Node.
3. If your Bridge is displaying the correct sequence behind the logo, has the green words "Connected" under the Zone Settings, but your problem persists it is time to power cycle the system again, but this time power cycle the Bridge. Unplug your Bridge from power and ethernet cords, and all Power Boosters from their outlets. Wait a few minutes before you plug everything back in, plug your Bridge first to Ethernet and then Power. Allow your Bridge to fully power back on before you attempt to control the lights, this may take several minutes.
4. If your Bridge still does not appear to be controlling your lights, contact support for additional troubleshooting steps.