Troubleshooting FAQ's

A flashing purple LED indicates that your Zuma Lumisonic is now ready to be added to an existing or new area using the Zuma app.

Adding a Zuma within the app can be done by going into Manage and selecting Add Device.

A flashing green LED indicates that your Zuma Luminaire is now ready to be added to an existing or new area using the Zuma app.

Adding a Zuma within the app can be done by going into Manage and selecting Add Device.

A flashing orange LED indicates that your Zuma is attempting to connect to your network and trying to obtain an IP address.

There are a couple of reasons that this can happen. We would recommend initially checking that your home network is all OK and if you have additional WiFi extenders or a repeater on the same network.

A solid blue LED indicates that a firmware update is in progress. A firmware update will take approximately 2 minutes to complete.

Once updated, your Zuma will return back to an available and active state.

A solid purple LED indicates that your Zumas have not been able to connect to your network.

There are a couple of reasons that this can happen. We would recommend initially checking that your home network is all OK, then restarting the Zuma from within the Zuma app.

If you are still having a problem, please contact us and we will help get you back up and running.

A solid orange LED indicates that your Zuma does not appear to have any stored network settings.

If this is the case, we would recommend initially checking that your home network is all OK, then performing an area reboot.  If after the reboot of your devices the issue persists, please perform a factory reset of the unit.

Once the factory reset has been completed, you will be able to then add it again to your room using the Zuma app.

If you are still having a problem, please contact us and we will help get you back up and running.

A solid red LED indicates that your Zuma has detected a possible hardware problem.

If you are having this problem, please contact us and we will help get you back up and running.

Here are some troubleshooting steps to help:

1) Check to see if your phone is connected to the same network. It could be that you are currently connecting to the internet via LTE 4G/5G or possibly another network?

2) Are there any LED indication lights on any of Zuma products? If so, look at the Zuma LED Status for advice.

3) Quit and relaunch the Zuma app to establish a fresh connection to your area. Alternatively, check to see if another device with the Zuma app can connect.

4) Check your network connection, if there are problems, unplug your router, wait for 15 seconds and once your network is up you should be able to control your lights again.

4) Check your network connection, if there are problems, unplug your router, wait for 15 seconds and once your network is up you should be able to control your lights again.

Here are some troubleshooting steps to help:

1) Open your Zuma app and select the area that presents this problem.

2) Click on the ”Light” tab and check to see if the light bulb icon is crossed (off). If so, tap on and they should light up at the level indicated on the Brightness slider below.

Here are some troubleshooting steps to help:

1) Open your Zuma app and select the area that presents this problem.

2) Click on the Settings icon in the top right-hand corner of the window.

3) Locate the Zuma that’s misbehaving and click on the restart button.

Once restarted, your Zuma will re-initialise and re-sync to match all your other Zumas in this area.

The Lumisonic LED features are:

• Tuneable lighting with 1000 shades.
• Colour with a range of 3,000k – 5,000k colour temperature.
• Lumen of 530lm.
• Efficacy of 89/W.

A most common reason for smart lighting systems to seemingly randomly turn on is when there has been a temporary loss of power or a power cut and power has now been resumed.

In a scenario like this, your Zuma or smart lighting device will automatically turn on once power has been resumed. This a safety feature. We have pre-set the value to brightness at 50%.

The Circadian feature is currently set for customers based in the UK.

If you are based in the UK and still experiencing a problem, please contact us using the options below and we can help investigate this for you.

Here are some troubleshooting steps to help:

1) Check to see if your phone is connected to the same network. It could be that you are currently connecting to the internet via LTE 4G/5G or possibly another network.

2) Open the Zuma app and select your room.

3) Check to see if the audio speaker icon has a line through it (muted). If so, click to un-mute to resume audio.

Check if the volume slider is set to the desired level.

Check the audio source application (Spotify, Airplay2, Amazon Music, Tidal) for volume control.

Also note, some applications use their own volume.

Although it’s your audio quality that’s affected, it could be related to something else such as the audio streaming service you are using, or your network performance at this time.

Here are some troubleshooting steps to help:

1) Check to see if the issue happens with another audio source. For example – if you were playing audio via Airplay, try playing the same track through Spotify, Apple Music, or Amazon Music.

2) Check to see if the issue happens with another audio device. Try and play the same music directly on your phone or another speaker-enabled device if you have one.

3) If the issues persist, try power cycling your main router. After performing a power cycle your network connection should be refreshed.

Should you still be experiencing a problem please contact us and we will help investigate your problem with you.

Please get in touch, we’ll help perform a full system diagnostic to help get to the bottom of the problem.

If you are looking to test your network, we recommend trying a speed test service such as SPEEDTEST.COM or FAST.COM

In our modern world, home networks can be a complex thing.

As part of our quality assurance, we have tested various network configurations.

If you have any questions about your current or planned network setup, feel free to give us a call and we can help advise.

Zuma products work across a large variety of network hardware and setups; however, you might experience problems if you are using multiple Wi-Fi range extenders with the same network name (SSID) or EoP (Ethernet over Power) adapters.

In most cases, a simple reboot of your wireless extender will bring your areas back online.

But if you experience problems, contact us and we’ll help on a best effort basis.

This Amazon Alexa Help helps to list the recommended troubleshooting steps.

Any problems, contact us and we can help.

If you are trying to set up an area or an individual Zuma and the LED is not flashing purple/green, you can perform the following steps to help:

1) Ensure power is being supplied to the Zuma. If possible, turn off and on the power at the circuit in this area.

2) With power turned on to the area, remove the magnetic bezel from the Zuma device.

3) Locate the reset pinhole (located to the left of the status LED indicator).

4) Using a pin, or paperclip, press on the reset button for 2 seconds (until the blue LED comes on,) and then remove the pin.

Your Zuma will now perform a factory reset. The reset will take approximately 2 minutes. Once reset, your Zuma Status LED will enter a flashing purple/green state.

You can now add or configure this reset Zuma from within the Manage area.

Keeping your firmware up to date is great to support the best product experience. You can do this by following the steps below:

1) Open the Zuma app and tap on Manage.
2) Tap on Software Update.

The Zuma app will check for available software updates and prompt to update.

Any problems, contact us and we’ll help.

You can perform a Factory Reset using the steps below:

1) Open the Zuma app and click on the area you would like to reset.

2) Click on the settings icon in the top right-hand corner.

3) Click on the Zuma you would like to reset.

4) Select the Reset button from the Factory Reset option.

During this reset process, your Zuma Status LED will show a solid blue light. The reset will take approximately 2 minutes. Once reset, your Zuma Status LED will enter a flashing purple state.

You can now add or configure this reset Zuma from within the Manage area.

Any problems, contact us and we can help.

You can perform a Factory Reset of an area using the steps below:

1) Open the Zuma app and click on the area you would like to reset.

2) Click on the settings icon in the top right-hand corner.

3) Select the Reset button from the Factory Reset option.

4) Confirm you would like to reset all Zuma in this area.

During this reset process, your Zuma Status LED will show a solid blue light. The reset will take approximately 2 minutes. Once reset, your Zuma Status LED will enter a flashing purple/green state.

You can now add or configure this reset Zuma from within the Manage area.

Any problems, contact us and we can help.

You can do this by following the steps below:

1) Remove the magnetic bezel from the Zuma device.

2) Locate the reset pinhole (located to the left of the status LED indicator).

3) Using a pin, or paperclip, press on the reset button until the blue LED comes on, and then remove the pin.

Your Zuma will now perform a factory reset. The reset will take approximately 2 minutes. Once reset, your Zuma Status LED will enter a flashing purple state.

You can now add or configure this reset Zuma from within the Manage area.

Any problems, contact us and we can help.

Sure!

You can do this by following the steps below:

1) Open the Zuma app and tap into your chosen area.
2) Tap on the settings icon in the top right-hand corner.
3) Tap on the satellite you would like to move.
4) Select the Move button at the bottom.
5) Choose the area you would like to move the satellite into, or create a whole new area.
6) Depending on your choice, the satellite will be moved. – How to identify which unit in my ceiling is the main unit and which is a satellite?

You can tell the difference by going into Manage-> Areas and Devices-> Select the Area of your choice.

All of the devices assigned to the area will be shown in a list view. The main unit for the area will have a label ”(Main Unit)”.

All other units without this label are secondary satellites.

To see which unit corresponds to your in-life placement, use the Locate button. By pressing locate, the unit will briefly flash its main LED in a sequence.