Question 1

How do I control Philips Hue lights?

Accepted Answer

You can control Philips Hue lights multiple ways — that's one of the reasons they're so smart! How you control your lights depends on whether you have a Hue Bridge.

With Bluetooth (no Hue Bridge)

If you are using Philips Hue with Bluetooth, you can control your lights with the Hue Bluetooth app. Some Philips Hue lights come with a Hue dimmer switch, which can be used to turn lights on and off, dim and brighten, and cycle through preset light scenes. You can also use voice control using certain Amazon Alexa or Google Assistant devices.

With a Hue Bridge

If you’re using Philips Hue with a Hue Bridge, you can control your lights with the Hue app, a smart Philips Hue accessory or your voice via Amazon Alexa, Google Assistant or Siri.

Learn how Philips Hue works and compare the different ways to control smart lights.

Question 2

Why are my lights unreachable?

Accepted Answer

Your Hue light may have been physically switched off (e.g. by using a wall switch) or it is out of the operating range of the system. If you are still having issues, please contact Support.

Question 3

How and when do I update my Hue software?

Accepted Answer

Your Philips Hue Bridge and lights update automatically. You can see the status of your product and system updates in the Hue app in Settings > Software update. Up-to-date products have a green tick next to their name. New updates will download automatically.

Question 4

How do I know if my software is up to date?

Accepted Answer

Enable automatic updates on your device to allow the Philips Hue app to update automatically. To see if your software is up to date, go to Settings > Software update in the Hue app.

Question 5

Are older versions of Philips Hue products supported?

Accepted Answer

We are continuously updating our software to add features, improve performance and enhance security. We recommend all Philips Hue users to turn on automatic updates in the Settings section of the Hue app to ensure the latest firmware is installed. The Hue app only supports the most recent Bridge firmware, while the Hue cloud supports the last three major Hue Bridge updates. These limitations ensure the ongoing quality and security of the Hue system.

Question 6

I cannot log in to my Hue account via the Hue app.

Accepted Answer

Check the settings in your Hue account to ensure that your Hue Bridge is connected properly. If you are still having trouble, contact Philips Hue support.

Question 7

I cannot install the latest firmware updates on my Philips Hue products.

Accepted Answer

Check to make sure that your phone is updated to the latest version of its operating system. Ensure your lights are plugged in or powered on via the traditional wall switch and reachable in the Philips Hue app. It can take up to several hours to transfer firmware updates to all of your lights, meaning that they may not show the latest update immediately. If you cannot connect to your lights a few hours after a firmware update, contact the Philips-Hue.com Support Centre.

Question 8

Can two starter kits work together?

Accepted Answer

You can set up two starter kits independently and switch between them in the Hue app, but you can't control both Hue Bridges at the same time. You can add the light bulbs from both starter kits to one Bridge or assign them to separate Bridges.

Question 9

What actions can I take to ensure my Philips Hue products are safe from hacking?

Accepted Answer

The Philips Hue ecosystem uses industry-standard encryption and authentication techniques to protect against unauthorised users gaining access to your Philips Hue products. Hue only connects to the internet securely via a dedicated cloud so your devices cannot be seen from the open internet. Hue products update regularly with the latest security fixes and patches — a feature you can activate by linking your Hue Bridge with a Hue account on www.philips-hue.com.

In addition to Hue’s security precautions, it is important for you to ensure your home network is secured as well. For more assistance on protecting your home network, contact your internet service provider.

Question 10

What should I do if I’m returning or reselling a used Hue Bridge?

Accepted Answer

Before returning or reselling your Hue Bridge, perform a Hue Bridge factory reset. After the factory reset, your Hue account will no longer be linked to the Hue Bridge and all your data stored on the Hue Bridge will be deleted.

Question 11

What data is collected by the Philips Hue system when using the Coming home and Leaving home automations?

Accepted Answer

When you use a Coming home or Leaving home automation, the location coordinates used by the Hue app never leave your mobile device. Based on these coordinates, the Hue app sets your Home location on the Hue Bridge. The Hue Bridge only shares your Home location with previously authorised applications.

Question 12

What data is collected by the Philips Hue system when using the Hue motion sensor?

Accepted Answer

The Hue motion sensor shares temperature measurements, ambient light levels and motion events with the Hue app and the Hue cloud – but only if the Out of home control feature has been activated. This data can only be used by previously authorised applications.

Question 13

What is the difference between the Philips Hue ambiance gradient lightstrip and the Philips Hue lightstrip?

Accepted Answer

The Philips Hue ambiance gradient lightstrip produces multiple colours of light at the same time, making it easy to set the mood in a room with a single fixture. The Philips Hue lightstrip produces a single colour at a time, making it more suited for functional uses or to highlight architectural features.

Additionally, the Philips Hue ambiance gradient lightstrip can also use dynamics. With this feature, the ambiance gradient lightstrip will slowly transition through the colours of the scene.

Question 14

Can I attach the Philips Hue lightstrip to the Philips Hue ambiance gradient lightstrip?

Accepted Answer

No. The two types of lightstrips and extensions are not interchangeable. However, you can add both types of lightstrips to a Room or Zone in the Hue app to control them simultaneously.

Question 15

Can I use the Philips Hue ambiance gradient lightstrip behind the TV?

Accepted Answer

The Philips Hue ambiance gradient lightstrip was not designed to be used with a TV but you can still use it there. However, the Philips Hue Play gradient lightstrip is a better option for TVs as it was designed especially for it. The Play gradient lightstrip comes with all the necessary mounts and adhesives and was calibrated to provide the best colour experience when used with a TV.

Question 16

What is the difference between Hue Play gradient lightstrips and the non-gradient lightstrips?

Accepted Answer

The Hue Play gradient lightstrips produce multiple colours at the same time over the entirety of the strip, making it perfect for entertainment or ambiance use cases. The non-gradient lightstrips on the other hand, produces one colour in a single strip, which makes it ideal for more functional and architectural purposes where light output is preferred.

Question 17

Can I use the Hue Play gradient Lightstrip also for other uses than entertainment?

Accepted Answer

The Hue Play gradient lightstrip has been specifically designed for entertainment and entertainment use cases via Sync box and Sync Desktop app. We have developed a way that the Hue Play gradient lightstrip, despite being able to produce multiple colours, is counted as one light point as we know the amount of lights attached to a bridge or added to an entertainment area is precious. However, being able to create multiple colours in ambiance mode, while still being counted as one light point, requires an additional system update.

Question 18

Which size Hue Play gradient lightstrip do I need?

Accepted Answer

We have 3 sizes of lightstrips for 55”, 65” and 75” TVs or monitors. If you have a different size TV, we recommend to purchase a Play gradient strip smaller than your TV size. Because the strip is bright, it does not matter if it does not reach the corners on the back of the TV.
TVs or monitors smaller than 50” are recommended to use the Philips Hue Play lightbars.

Question 19

Where should I start with installing the Philips Hue Play gradient strip?

Accepted Answer

We advise you strongly to open the Philips Hue main app, go to the setting where to add new lights and follow the instructions. As the lightstrip requires a specific installation we have paid extra care to explain how to install the lightstrip successfully. You can also follow the instructions in the manual and/or the How To video on https://www.youtube.com/watch?v=p9yLBy5Wk9k&t=27s&ab_channel=PhilipsHue

Question 20

What should I do if the power supply for my Philips Hue outdoor light stops functioning?

Accepted Answer

If your outdoor lights are no longer responding and you suspect an issue with the power supply unit (PSU), unplug the power supply from the wall socket and contact Philips Hue.

Do not touch the power supply in wet conditions. If the cable or plug are wet, first turn off the main power to the socket and then unplug the power supply. Do not leave any plugs or connectors of your outdoor lights open — use the supplied plastic caps to cover them. If you don’t have the original plastic caps, you can wrap the connectors in plastic.

Note: we have launched a voluntary replacement programme for some PSUs. Please check if your PSU is eligible for the voluntary replacement.

Question 21

How do I connect a Hue Go to the Hue Bridge?

Accepted Answer

Adding a Hue Go to the Hue Bridge is just like adding any other Philips Hue light to your system. There are two ways to do it:

1. Navigate to the Settings tab in the Hue app and tap Lights.

2. Tap the plus (+) icon in the top left corner and follow the on-screen instructions.

You can also add the light to your system and immediately assign it to a Room:

1. Navigate to the Room where you want to add the Hue Go.

2. Tap the three dots (…) in the top right corner.

3. Tap Add lights.

4. Tap Add a new light at the top of the screen and follow the on-screen instructions.

Question 22

Can I use different types of standalone Hue fixtures together?

Accepted Answer

Yes. All Philips Hue light fixtures are fully compatible with the Hue ecosystem. Some can be used as standalone light fixtures, while others require a Hue Bridge in order to operate. However, all Hue products can connect to a Bridge for advanced control via the Hue app.

Question 23

Can I use the Hue Beyond without a Hue Bridge?

Accepted Answer

You can use Hue Beyond without a Bridge, but you cannot do anything more than turning the light on or off with the main switch. The colour temperature is a fixed soft white. Add your Beyond to a Hue Bridge to unlock full control with the Hue app.

Question 24

Can I use the Hue Bloom without the Hue Bridge?

Accepted Answer

You can turn on the Hue Bloom by plugging it in, but you cannot change the colour of the light or use any other advanced features without connecting it to a Hue Bridge.

Question 25

How can I tell if a bulb is the new "richer colour" version?

Accepted Answer

Newer versions of Philips Hue bulbs feature “richer colours,” meaning that the bulbs have deeper greens and blues to more consistently match the colours of the Philips Hue Go and Lightstrip. You can identify all richer colour bulbs by their white base.

When purchasing new products, you can identify richer colour bulbs by their packaging: the packaging features a round green label in the top right corner with the text “richer colours.”

Question 26

How do I add a Lightstrip to my existing Hue system?

Accepted Answer

Philips Hue Lightstrips for indoor use feature an adhesive backing that makes it easy to attach to walls, floors, cabinets and any other indoor furniture or item quickly and semi-permanently. Outdoor light strips come with clips to fasten them to the ground or outdoor structures.

To use a Philips Hue Lightstrip, you must first plug it in to a power source. When the Lightstrip shines bright white, you can connect it to the Hue Bridge the same way you would add a light to your Hue system.

If the Hue app cannot find the light strip even when entering the serial number in place of the automatic search, the Lightstrip may be out of reach of the Hue Bridge. To fix this, you can move the light strip closer to the Hue Bridge or move other Philips Hue smart lights between the Bridge and the strip lighting; Hue smart lights conveniently extend the wireless signal of the Hue Bridge.

Question 27

Why do certain lighting fixtures come with a Dimmer switch?

Accepted Answer

Certain light fixtures come with a Hue Dimmer switch to make it easier for customers without a Hue Bridge to control their lights.

Question 28

What is the difference between the Hue Play base unit and the extension?

Accepted Answer

A single Play power supply can power up to three Play bars at once. The Play base unit includes a power supply — the part of the lamp you plug into your wall socket. The Play extension does not include a power supply; simply plug the extension into your existing Play’s power supply to extend your set-up.

Question 29

Can I use a different power supply from another Hue lamp to power my Hue Play?

Accepted Answer

No, the Hue Play can only be powered by its own power supply.

Question 30

Do I need to buy separate accessories to use the Philips Hue Play?

Accepted Answer

No. Both the base unit and its extension unit include all the basic accessories you need to use your Hue Play. However, you do need to connect your Play to the Hue Bridge (sold separately) to control it using the Hue app.

What’s in the box?

Vertical stand/TV mount: This bracket allows you to place your Play vertically on any surface using the included screws or behind your television using the included adhesive.
Hex key (also called Torx, Allen)
Adhesive
Screws

The base unit comes with a power supply that plugs into a wall socket. The extension does not come with a power supply.

Question 31

Can I extend my Hue Play’s cable?

Accepted Answer

A five-metre extension cable to extend the space between the power supply (plug) and your Hue Play. The extension cable can also extend the space between two Hue Play lights.

Question 32

Where should I install my Hue Play?

Accepted Answer

Mount the Play behind your TV using the included adhesive, place it horizontally on any surface, such as on either side of your TV, or use the included vertical stand to stand Play upright.

Question 33

How can I mount the Philips Hue Play behind my TV?

Accepted Answer

You can use the included bracket with the included adhesive to mount the Play behind your TV. Your instruction manual has detailed instructions on mounting your Play behind your TV.

Question 34

Does my Hue Play have an on/off switch or a button to control its colours?

Accepted Answer

No. The Philips Hue Play will light up when connected to power but remain the same colour. You can change the colour by connecting it to a Hue Bridge (sold separately) and using the Hue app.

Question 35

Why there is only one colour when I turn on the Philips Hue Play?

Accepted Answer

You can change the colour of your Hue Play with the Hue app, which connects to your lights via the Hue Bridge (sold separately).

Question 36

How do I install Outdoor fixtures?

Accepted Answer

All Hue products come with a manual showing you exactly how to install them.

Most Hue outdoor fixtures are low voltage, meaning that they convert the main voltage to a lower voltage, allowing you to simply plug their power supply into a power outlet. You can add a maximum of five lights or 35 metres of cable to each power supply. Control your Hue outdoor lights via your Hue app or accessory.

Question 37

Which Hue products can I use outdoors?

Accepted Answer

All Philips Hue products that are marked as "Outdoor" have been tested and rated for outdoor use.

Question 38

How do I use the Hue smart plug?

Accepted Answer

Insert the Hue smart plug into a plug socket. The LED on the front of the plug will turn green, indicating that the smart plug is active.

Set up with the Hue Bridge:

1. In the Hue app, go to the Settings tab.

2. Tap Lights.

3. Tap the plus (+) icon in the top right corner.

4. Tap Search to add the Hue smart plug.

Set up with Bluetooth:

1. In the Hue app, go to the Settings tab.

2. Tap Manage lights.

3. Tap the plus (+) icon in the top right corner.

4. Tap Search to add the Hue smart plug.

Question 39

Can I use the Smart plug to dim and brighten my lights?

Accepted Answer

No. The Smart plug allows you to turn off and on your light via the app or your voice, but it does not support dimming or brightening.

Question 40

Can I use other appliances (e.g. a coffee machine) with my Smart plug?

Accepted Answer

We designed the Smart plug specifically to work with a non-Philips Hue light. It will show up as a light in the Philips Hue app and act as a light in timers, routines, Rooms and Zones. If you plug in another appliance besides a light to the Smart plug, your appliance could malfunction.

Question 41

What is the maximum wattage light I can use with the Smart plug?

Accepted Answer

• Mainland Europe: 2300W

• Great Britain and Ireland: 3250W

• North America: 1800W

• Australia and New Zealand: 2400W

Question 42

What are the differences between the previous version and the latest version of the Hue Go?

Accepted Answer

The latest version of the Hue Go now comes with Bluetooth. This will allow you to control it with the Philips Hue Bluetooth app, even outside of your home, when you are out of reach of your Philips Hue Bridge. You can still connect the latest version Hue Go to your Hue Bridge as you are used to.

Next to the Bluetooth connectivity, the battery life has been improved and the plug position is improved to guarantee stability.

Question 43

Can I use the Hue Go away from home?

Accepted Answer

Yes. Outside of your home, you can control both versions of the Hue Go by the button on the back of the lamp. This button gives you access to a few settings.

• Single press: Specifically designed dynamic light scenes

• Double press and hold the second press: Select your own favourite colour setting through the colour loop. Let go of the button when the colour is reached.

• Long press (10 seconds): Switch off completely and save battery.

Thanks to the added Bluetooth capabilities in the latest version, the Hue Go can be controlled via the Philips Hue Bluetooth app also away from home and can be used as a convenient lamp for example when on holiday. You can recognise this version by the Bluetooth logo on both the box and the Hue Go itself.

Question 44

Can I use the Hue Go in humid environments like outdoor?

Accepted Answer

Although it is completely safe to use the product outdoor when it is dry, the Hue Go is not designed to withstand splashes of water. Please take your Hue Go inside when rain is expected and don’t leave the product outside when not in use. You should avoid using the Hue Go on damp surfaces and near water sources.

Question 45

Can I use the adapter of my previous version Hue Go for the latest version Hue Go and vice versa?

Accepted Answer

No, this is not possible. The design of Hue Go has improved to guarantee better stability. The previous version of the Hue Go also runs on 24V, while the latest version runs on 12V.

Question 46

Can I control two separate Hue systems with one device?

Accepted Answer

Yes. You can choose which Bridge you would like to control in the Settings > Hue Bridges section of the Hue app. Note that you can only control one Bridge at a time.

Question 47

I am unable to control my light when I am away from home.

Accepted Answer

Check to make sure that Out-of-home control is enabled in the Hue app:

1. Go to the Settings tab.

2. Tap Hue Bridges.

3. Select the Hue Bridge for which you would like to enable Out-of-home control.

4. Next to Out-of-home control, tap Log in to log in or create a Hue account.

Once you have enabled Out-of-home control, you can control your lights anywhere you have a Wi-Fi or mobile connection in the same way you would if you were at home.

If you’re having trouble controlling your lights while away from home, please double check that you are logged into your Hue account and your lights are reachable.

*You must be connected to your home Wi-Fi for the initial setup. If you are not connected to your home Wi-Fi, you will receive an error message.

Question 48

What do the LED indicators on the Hue Bridge mean?

Accepted Answer

The LED indicators on your Bridge represent the following:

Power indicator (Left): The power adapter is connected.
Network indicator (Middle): The Hue Bridge is successfully connected to the router network.
Hue Portal indicator (Right): The Hue Bridge is successfully connected to the internet.
Zigbee indicator (Blue ring around the button): Zigbee communication is up and running.

Question 49

What does the "Restore factory settings" button on the back of the Hue Bridge do?

Accepted Answer

Pressing and holding the "Restore factory settings button" on the back of your Bridge returns it to its factory settings, which means all previous preferences and configurations — your scenes, routines, widgets and Room configurations — will be deleted. Additionally, bulbs and lights, which had been previously found via the automatic Search function, may now require that you manually input their serial numbers to reconnect them. It is strongly advised that you only return your Bridge to its factory settings if a Hue customer support agent has advised you to do so.

Question 50

Which bulbs can I use in outdoor fixtures?

Accepted Answer

Most Philips Hue lightbulbs are designed for indoor use. However, all bulbs are tested under certain temperatures and humidity levels to ensure they work to our specifications.

We cannot guarantee that non-Philips Hue outdoor fixtures are suitable for Hue bulbs. Most Philips Hue outdoor fixtures feature integrated LEDs. Some, such as the Lucca, come with a Hue White bulb; if you must replace the bulb within these fixtures, only use the same Hue bulb with which it came.

Question 51

Why do my older generation products have different colours than my newer products?

Accepted Answer

Newer products have optimised colour capabilities. As a result, older bulbs and lights do not have the same colour richness as the new generation of Hue products. You may notice this most when your lights are set to blue or green.

Question 52

Can I control multiple Hue Bridges with the Philips Hue app?

Accepted Answer

Yes, but you can only control one Bridge at a time. To switch between two Bridges, go to Settings > Hue Bridges and select the Bridge you want to control.

Question 53

How can I check if a Philips Hue product comes with Bluetooth?

Accepted Answer

Both on the box and on the product, you will see the Bluetooth logo. Only those products are Bluetooth enabled and can be controlled by the Philips Hue Bluetooth app. All Philips Hue products can be controlled via the Philips Hue Bridge and the Philips Hue app.

Question 54

What do I need to use Philips Hue Bluetooth?

Accepted Answer

You will need a smart phone or tablet where you can install the Philips Hue Bluetooth app, iOS 11 or Android 7 or higher. Your device does need to support Bluetooth Low Energy (BLE) 4.0 and up. Also, you need free fixtures or power outlets depending on the lights you choose. There’s no need to have a Wi-Fi or data connection for controlling your lights.

Question 55

If I use Philips Hue Bluetooth, can I still use the Bridge?

Accepted Answer

Yes. All Philips Hue Bluetooth products can be used with the Philips Hue Bridge too. The Philips Hue Bridge is still the heart of our system and will allow you to make full use of all the Philips Hue features and benefits. We've added Bluetooth to our newest bulbs and lights, as this is an easy way to get started with Philips Hue using just a couple of lights in one room. You still can upgrade to the Bridge after starting with Bluetooth lights to get full access to all the features of the Philips Hue system.

Question 56

How do I add an accessory to my Hue system?

Accepted Answer

You can add a smart light accessory in the Hue app:

1. Go to the Settings tab.

2. Tap Accessories.

3. Tap the Add accessory button at the top of the screen.

4. Select the accessory you would like to add and follow the on-screen instructions.

Question 57

How do I reset a Hue accessory to its default settings?

Accepted Answer

You can reset any Hue smart light accessory to its default settings in the Hue app:

1. Go to the Settings tab.

2. Tap Accessories.

3. Select the accessory from the list.

4. Tap Reset at the bottom of the screen and follow the on-screen instructions.

Question 58

Can I control lights in multiple rooms with an accessory such as the Dimmer switch or Tap switch?

Accepted Answer

Yes. You can select multiple Rooms in Accessory set-up. You can even configure the accessory to set different scenes per Room.

Question 59

Can I temporarily disable the Hue motion sensor?

Accepted Answer

Yes. You can disable the Hue motion sensor when it is not needed (for example, when hosting a party) in the Hue app:

1. Go to the Settings tab.

2. Tap Accessories.

3. Toggle the sensor you want to disable to the off position.

To turn it back on, simply toggle the button back on.

Question 60

Can I use the Hue Motion sensor outside?

Accepted Answer

The Hue Motion sensor is for indoor use only. However, the Hue Outdoor sensor is weatherproof and suitable for use outside.

Question 61

What does the LED indicator on the Hue motion sensor mean?

Accepted Answer

The LED indicator is integrated into the housing of the Hue motion sensor, just below the dome. The LED will display different colours:

Orange blinking: the sensor is ready to connect to the Hue Bridge

Green blinking: the sensor has been found by the Hue app

Short orange flash when detecting motion*: low battery

Short red flash when detecting motion *: battery is almost empty

Long red flash when detecting motion *: the sensor cannot communicate with the Hue Bridge**

*Only shown at first detection of motion after at least 15 seconds with none.

**If this problem occurs often, try performing a Zigbee channel change in the Hue app by navigating to Settings > Hue Bridges > Zigbee channel > Change channel. Follow the on-screen instructions.

Question 62

Where should I put my Hue motion sensor?

Accepted Answer

You will find an illustrated placement guide for each type of room during the Hue motion sensor installation walkthrough in the Hue app.

If you have already added your Hue motion sensor, you can adjust its sensitivity by restarting the sensor in test mode in the Hue app:

1. Go to the Settings tab.

2. Tap Accessories.

3. Select the Hue motion sensor.

4. Tap Motion sensitivity at the bottom of the screen. This will restart the sensor in test Mode, which gives you instant feedback on the sensor’s detection capabilities where you currently have it placed. Exit Test Mode by exiting the Motion sensitivity screen.

The Hue motion sensor’s LED indicator will turn on when it detects movement and turn off after no motion has been detected for five seconds.

Question 63

Can I use a Hue Dimmer or Tap switch to control my outdoor lights?

Accepted Answer

Yes, you can set up a Hue Dimmer switch or Tap switch to control your outdoor Hue lights. However, these accessories are only rated for indoor placement, so be sure to only use them inside.

Question 64

Can my Friends of Hue light switch replace my traditional light switch?

Accepted Answer

It is possible to replace your traditional light switch with a Friends of Hue smart switch. However, Friends of Hue switches are wireless and run off energy collected when their buttons are pushed, meaning that they do not use the live wiring required by a traditional switch. Contact your electrician before making any changes to your home’s electrical wiring.

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