Question 1

Should I choose a Secure wired or battery camera?

Accepted Answer

It depends! Secure wired cameras must be plugged in at all times, so you may need a battery camera if you’d like to place your camera outside but have no outlet indoors (as the plug is not rated for outdoor use, and must be plugged in inside).

Question 2

Are Philips Hue lights and a Bridge required to use a Secure camera?

Accepted Answer

The camera can work as a standalone security device. However, some security features, such as light alarms, notifications for sensors, and the Mimic presence automation, require a Bridge and/or Philips Hue lights.

Question 3

Can I use a Secure camera if I control my Philips Hue lights with Bluetooth?

Accepted Answer

Yes, you can use a Secure camera without a Bridge — but you'll miss out on many of the features of the camera, such as letting the camera trigger your lights for light alarms.

Question 4

How does a Bridge improve my Secure system?

Accepted Answer

Adding a Bridge to your Philips Hue Secure system unlocks more home security features and allows you to take advantage of all that the system offers. You'll be able to:

Add contact sensors and indoor motion sensors to your security system
Set up a Mimic presence automation
Control your lights and trigger alarms remotely
React to notifications from your cameras and sensors in real-time
Use your camera as a motion sensor to turn on lights when enter a room

Question 5

Why should I get a Secure plan?

Accepted Answer

With a Secure plan, you get even more security features you can use with your Secure camera and sensors.

Access video clip history: View recorded video clips for up to 60 days.
Create Activity and Package zones: Your Secure camera can exclude certain areas to avoid unnecessary alerts, and you can create a zone that alerts you of package deliveries.
Receive advanced notifications: Create zones that will let you know if a person, package, pet, or vehicle is detected.

Learn more about Basic and Plus plans.

Question 6

How do I set up my Philips Hue Secure device?

Accepted Answer

Add your Secure device to the Philips Hue app by tapping on the blue plus icon in Settings > Security and following the on-screen instructions. You can also a find a complete setup guide in the Support section of our website.

Question 7

What do I need to set up a Secure camera?

Accepted Answer

To set up a Secure camera, you'll need Wi-Fi, the Wi-Fi password, a Philips Hue account, a Bluetooth-capable mobile device with the Philips Hue app, and the camera's onboarding QR code.

You can read a step-by-step guide.

Question 8

Can a person without access to the Philips Hue app arm and disarm my Secure system?

Accepted Answer

No. The only way to arm and disarm your Philips Hue Secure system is from the Philips Hue app. You also need to have administrator or Security: Advanced permissions.

Question 9

Do I need a Secure camera to receive alerts from my Secure system?

Accepted Answer

No. You can also use the Secure contact sensor and indoor motion sensor to receive notifications, but you will need a Bridge.

Question 10

Why should I add the Secure contact sensor or an indoor motion sensor to my Secure setup?

Accepted Answer

Adding sensors to your Secure setup lets you keep track of movement throughout your home and receive alerts when your sensors detect activity. Place Secure contact sensors on doors or windows to know exactly when they've been opened or closed. Indoor motion sensors that trigger your lights while you're home transform into security sensors while you're away — and you can get alerts any time they detect motion in your home.

Question 11

Which Philips Hue products work with a Secure setup?

Accepted Answer

Your Secure devices integrate seamlessly into your Philips Hue system — and work with your other Philips Hue products. Lights can become part of a light alarm, which you can trigger after receiving a motion alert from a Secure device or an indoor motion sensor.

Question 12

In which countries is Philips Hue Secure available?

Accepted Answer

Anyone with the Philips Hue app can make use of the Security Center in the Hue app. However, you can only subscribe to a Secure plan in countries where Philips Hue Secure cameras and contact sensors are available. Philips Hue Secure hardware and plans is available in the following countries: Austria, Belgium, France, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Norway, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, UK, USA, and Romania.

Question 13

My Philips Hue app shows my camera as unreachable. What do I do?

Accepted Answer

Your Philips Hue Secure camera may go offline due to various reasons:

Network issues
Loss of power
Old versions of the Philips Hue app
Camera is too hot or too cold

Network issues refer to problems with your network itself. There are several reasons your network may lose connectivity, such as a power surge, power loss, a loose wire in your router setup, or a change to your Wi-Fi network password.

Most of these issues are temporary — once they are resolved, your camera should automatically come back online. In rare cases, the device may remain disconnected. In this case, we recommend troubleshooting.

Ensure that all wires are plugged in and that the lights on the front of the router are green. Check if other Wi-Fi devices are experiencing connectivity issues. Additionally, unplug your router for 30 seconds and then plug it back in to see if your camera automatically reconnects. If there are no network issues, you’ll need to investigate further.

Loss of power

If your camera is not connected to power — which may be a result of a power surge or loose cable — it will go offline. To check if your camera is connected to power, follow these steps:

a. If your camera is connected to a light switch, ensure the switch is in the “on” position.

b. Press the setup button on back of the camera. If it has power, you should hear a voice saying, "Entering setup mode," and the light on the camera will flash.

c. Trigger the camera’s motion sensor. If the lights turn on, your camera has power.

d. Check your breaker box to see if a fuse has blown. If necessary, flip the breaker back to its correct position.

e. Once you have confirmed that the camera is receiving power, let it run. The light at the bottom should stop flashing and glow steadily, indicating that it has automatically reconnected to your network.

2. Older versions of the Philips Hue app

Make sure you have the latest version of the Philips Hue app. You can update your app from the App Store or Play Store.

Question 14

What permissions do I need in order to add a Secure camera?

Accepted Answer

You'll need to be an administrator in your Home. You can see your current permissions in the Philips Hue app by tapping Settings > Account > Home. To become an admin, you can request admin permissions from another admin in the same Home.

Question 15

I got the message "Sorry, you don't have access to this home's Philips Hue Secure settings." What do I do?

Accepted Answer

Check your permissions in your Philips Hue Home. Only administrators and members with Security: advanced permissions can access your security settings. If you need permission, please ask your Home's administrator.

You can check your current permissions in the Philips Hue app in Settings > Account. Select your Home, and then select My permissions.

Question 16

What do I do if I'm not receiving any notifications?

Accepted Answer

In the Philips Hue app, go to Settings > Notifications to check if your notifications are enabled. If you're still not receiving notifications, open your phone settings to check if you have enabled notifications for the Philips Hue app. If it is disabled or notifications are being sent silently, enable them. You can test your notifications by purposely triggering one: walk by an indoor motion sensor, open a door with a contact sensor, or wave in front of your camera, for example.

Question 17

I see my lights turn on when a device detects activity, but I don't receive a push notification when my home is armed. What should I do?

Accepted Answer

This may happen because the camera can't connect to the internet. Make sure your Wi-Fi and internet connection is functioning normally. If the problem persists, contact Customer support.

Question 18

I armed my system and received a push notification to confirm, but my lights don't turn on according to my settings. Why is that?

Accepted Answer

Make sure your Bridge is powered on and that all your lights are connected to power. If the problem persists, contact Customer support.

Question 19

I've lost administrator rights to my Philips Hue Home. What should I do?

Accepted Answer

Every Philips Hue Home requires at least one admin, meaning that there is at least one other admin in the Home. Ask the current admin to reinstate your admin permissions.

You can see who the admins are in the Philips Hue app by going to Settings > Hue Account. Select the Home, and then tap Manage members.

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