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Device Appears “Off” in App but Is Actually On

This article addresses the issue where a Lightwave device appears as "off" in the app but remains physically on. It provides a step-by-step troubleshooting guide covering re-pairing the device, optimizing hub placement, refreshing app data, updating firmware, and reducing signal interference.

If the Lightwave app indicates that a device is switched off, but it remains physically on, this typically points to a communication or synchronization issue. Below are recommended steps to resolve this problem.

🔁 1. Delete and Re-pair the Device (Only if the device displays "error sending command" when controlled via the App

Why: Re-pairing ensures a clean connection between the device and your Link Plus hub, eliminating any stale or failed communication links.

How to:

📡 2. Move the Hub to an Optimal Position

Why: The RF signal may be weak or obstructed, causing status updates to fail.

Tips:

  • Place the Link Plus hub centrally in your home.

  • Avoid positioning near metal objects, comms racks/cupboards, or electronics like Wi-Fi routers.

  • You can find out more on this here

🛠️ 3. Check for Firmware or App Updates

Why: Running outdated software can cause issues with device status synchronisation.

How to:

  • Check for firmware updates in the Lightwave app under device settings.

  • Ensure the Lightwave app is updated to the latest version via your device's app store.


📞4. The dimmer does not switch the lights off manually 

If you are experiencing unexpected behaviour, it’s possible that the buttons have been de-mapped from the circuit. This can prevent the dimmer from controlling the connected lighting correctly.

If the buttons are not de-mapped, we recommend reviewing our dedicated guide here on residual glow for further troubleshooting steps and solutions.

If the above does not resolve the issue, please get in touch with our support team for further assistance.