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!

With Bluetooth (without a Hue Bridge)
If you are using Philips Hue without a Bridge, you can control your lights with the Hue app using Bluetooth. You can also use a smart accessory or voice control using certain Amazon Alexa or Google Home devices.

With a Hue Bridge
If you’re using Philips Hue with a Hue Bridge, you can control your lights with the Hue app, hundreds of third-party apps, smart accessories or your voice using Amazon Alexa, Google Assistant or Siri.

The Hue Bridge unlocks the full suite of smart lighting features, such as away-from-home control, automations and more.

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 ambience gradient lightstrip behind a TV or monitor?

Accepted Answer

The Philips Hue ambience gradient lightstrip was not designed to be used with a TV or a monitor, but you can still use it there. However, Philips Hue Play gradient lightstrips are a better option for TVs or monitors. There are two versions: one designed for TVs and one designed for monitors. The Hue 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 or PC monitor.

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

For TVs, we have three sizes of Hue Play gradient lightstrips: made for 55”, 65” or 75” TVs. For monitors, we also have three sizes: made for single 24–27” monitors, made for single 32–34” monitors and made for 24–27” triple-monitor set-ups. If you have a different size TV or monitor, we recommend getting a Hue Play gradient lightstrip that is slightly smaller than your TV or monitor. Because the lightstrip is bright, it does not matter if it does not reach the corners on the back of the TV or the monitor.

If you have a TV smaller than 50” or a monitor smaller than 24”, we recommend using Philips Hue Play light bars instead.

Question 19

How should I start when installing the Hue Play gradient lightstrip?

Accepted Answer

You can find all the instructions in the Hue app! First, add the light to your Philips Hue system in the app, which will give you step-by-step instructions on the physical installation.

You can also follow the instructions in the manual or watch the how-to video for TV installation 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

Do Go portable lamps have a button that controls the light on the lamp itself?

Accepted Answer

Yes! Both the Go portable table lamp and the Go portable light have a button on the lamp itself that lets you turn it on and off, cycle through colours or set special scenes.

Question 43

Can I use Go portable lamps in humid environments, such as outside?

Accepted Answer

The Go portable table lamp is rated IP54 and safe to use both indoors and outdoors. Just pick it up from its charging base to bring it with you outside! The Go portable light is not rated for outdoor use and should only be used indoors.

Question 44

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 45

Do I have to attach a charging cable to the Go portable table lamp?

Accepted Answer

When it’s off its charging base, the Go portable table lamp is completely wireless. Charge the Go portable table lamp by placing it onto its charging base. The charging base, made for indoor use only, plugs into a wall socket.

Question 46

Can I charge the Go portable table lamp outdoors?

Accepted Answer

While the Go portable table lamp is rated IP54 and can be used outdoors, its charging base is meant for indoor use only. Do not use the charging base outside.

Question 47

How long does the Go portable table lamp's battery last?

Accepted Answer

The Go portable table lamp's battery life depends on the light settings you use. For example, at full brightness, the lamp lasts for 5 hours on battery power. However, it can last up to 48 hours on the Nightlight setting.

Question 48

How long does it take for the Go portable table lamp to charge fully?

Accepted Answer

The Go portable table lamp fully charges in less than four hours.

Question 49

Is the Go portable table lamp water-resistant?

Accepted Answer

Yes. The Go portable table lamp is rated IP54, meaning it can withstand water splashing from any angle and is suitable for outdoor use. The charging base, however, is meant for indoor use.

Question 50

Is the charging base for the Go portable table lamp water-resistant?

Accepted Answer

While the Go portable lamp itself is rated for outdoor use, the charging base is not. It should only be used in a dry, indoor location.

Question 51

What kind of wood veneer does the Signe gradient lamp have?

Accepted Answer

The Signe gradient lamp in oak features a European oak veneer with an FSC certificate. Since it’s a natural material, wood varies in structure and colour, meaning that each Signe gradient lamp in oak may look slightly different.

Question 52

How should I clean the wood veneer on the Signe gradient lamp in oak?

Accepted Answer

Dust your Signe gradient lamp in oak regularly using a dusting cloth or feather duster. Remove any marks with a microfibre cloth using mild soap and water. Avoid using products that contain ammonia, such as glass cleaner, as well as multi-surface cleaning products as they could dull the look of the veneer.

Question 53

Can I attach the lightstrip plus or ambience gradient lightstrip to a Hue Play gradient lightstrip?

Accepted Answer

These lightstrips are completely different, so they can’t be attached together. You can, however, add them to the same Room or Zone so that they work together.

Question 54

Can I cut the Hue Play gradient lightstrip or attach additional lightstrips?

Accepted Answer

The Hue Play gradient lightstrip was not designed to be cut or extended. There are multiple versions of the Hue Play gradient lightstrip to ensure that you get the right size for your TV or monitor.

Question 55

Can I use the power supply unit that came with Play light bars?

Accepted Answer

Yes. You connect the Hue Play gradient lightstrip to the power supply unit (PSU) that your Play light bars use. Note that the Hue Play gradient lightstrip uses all the available wattage on that PSU, so you’ll still need an additional PSU to power any Play light bars. In this case, we recommend simply using the PSU that came with your lightstrip.

Question 56

Should I avoid the vents on the back of my monitor when installing the Hue Play gradient lightstrip?

Accepted Answer

Yes! Try to place the Hue Play gradient lightstrip’s mounts around the vents as best you can. Blocking the vents could result in your monitor overheating.

Question 57

Can I buy a longer strip that is long enough to cover the bottom of my TV or monitor?

Accepted Answer

The Hue Play gradient lightstrip was designed to line the sides and top of your screen. If you want even more light behind your screen, you can add a Play gradient light tube or Play light bar at the bottom of your screen.

Question 58

How do I mount the Hue Play gradient lightstrip when my monitor differs from the sizes listed on the lightstrip’s packaging?

Accepted Answer

If your monitor is bigger than 24–27 in or 32–34 in, you can still use the Hue Play gradient lightstrip. The distance between the edge of the monitor and the outside of the mounts should ideally follow the list below, but you can adjust the placement of the mounts so that the lightstrip sits closer to the centre of your monitor:

24"" monitor: 2.5 cm
27"" monitor: 6.5 cm
32"" monitor: 5 cm
34"" monitor: 6.5 cm
Three 24" monitors: 4.5 cm
Three 27" monitors: 7 cm

Question 59

Why do I sometimes see a black screen when starting some video content?

Accepted Answer

The Hue Play gradient lightstrip isn’t compatible with protected video content (DRM), which causes the screen to go black when streaming certain content.

Question 60

Can I use Festavia string lights in a real Christmas tree?

Accepted Answer

Yes! Festavia string lights are low voltage and safe to use on both real and artificial indoor Christmas trees.

Question 61

Are Festavia string lights waterproof?

Accepted Answer

Festavia string lights were designed for indoor use only. They are not waterproof.

Question 62

Can I add Festavia string lights to an Entertainment area?

Accepted Answer

Yes. Festavia string lights are Hue White and colour ambiance. As with any colour-capable Philips Hue light, you can add Festavia string lights to an Entertainment area to sync your lights to movies, TV shows, games or music.

Question 63

Can I extend Festavia string lights?

Accepted Answer

Festavia string lights cannot be connected together to extend them. However, you can use multiple string lights in the same Room or Zone to control them at once.

Question 64

How far apart are each of the lights on Festavia string lights?

Accepted Answer

Each of Festavia's 250 LED lights are 8 cm apart for a total length of 20 metres.

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