topic Re: Unable to connect to light bulbs in Apps / Account

Unable to connect to light bulbs

Speedy21 — Thu, 29 Dec 2022 00:59:18 GMT

How do I connect my GE -C light bulbs. Google home doesn’t recognize them.

Re: Unable to connect to light bulbs

Azarco — Sun, 01 Jan 2023 20:09:11 GMT

Hey Speedy21,

Thanks for reaching out — let me help you out with this.

Was it working before? Make sure your devices are connected to the same network and within the same home structure.

Give these steps a try:

Step 1: Ensure the bulb is working on its own

Step 2: Power cycle the bulb. Turn the switch or plug off for 10 seconds, then turn it back on.

Step 3: Ensure the Google Home app is up-to-date. Reinstalling it might help.

Step 5: Reboot router. To reboot, unplug the Wi-Fi router and leave it unplugged for two minutes before plugging it back in.

Step 6: Reboot the Google Home device.

Step 7: Factory reset the bulb.

Step 8: Use the Cync app to see if the bulb can be found. Using the Cync app to see if the bulbs are visible will help determine whether the bulb is able to communicate via BLE or if there is a potential hardware issue with the bulb.

Note: Do not complete setup with the Cync app, seeing whether the bulb appears for setup is sufficient for this step.

Hope this helps.

Best,

Alex

Re: Unable to connect to light bulbs

smp — Tue, 03 Jan 2023 19:04:22 GMT

I have the same issues, I was able to setup the light bulbs in the GE app and updated the firmware, but I can't not seem to add them to Google Home. I did link the Google Home and Cync by GE accounts

Re: Unable to connect to light bulbs

Azarco — Tue, 03 Jan 2023 22:41:39 GMT

Hello smp,

Have you tried the steps above? Try removing your GE lights on the Cync app by resetting it and setting it up directly on the Google Home app.

Keep us posted.

Thanks,

Alex

Re: Unable to connect to light bulbs

smp — Wed, 04 Jan 2023 14:24:49 GMT

Yes, I have tried the above and now the Nest Max at my girlfriend's house controls the lights at my house

More Details:

My House: Multiple Google and Nest products (Mini, Max, Cameras), with light bulbs from Cync by GE all working correctly. Girlfriend is a family member and user on Nest Cameras in the application.

Girlfriend’s house: Nest Hub Max (serial number: 23021F4AB0WO53) and light bulbs from Cync by GE just setup after the holidays.

My phone: Android Pixel 5 all updates and Cync by GE and everything works fine

Girlfriend’s phone: iPhone 12 with all updates and Google Home that see’s the Nest Max at her house correctly. The Cync by GE was able to set up all of the light bulbs and that application works fine to control the lights. Nest application that sees her house and then the cameras that are located at my house.

Re: Unable to connect to light bulbs

Azarco — Wed, 04 Jan 2023 23:38:29 GMT

Hello there,

To make sure, even if you reset your lights, your girlfriend can still control them? Are you the one who first set your C by GE lights? Try removing or resetting your lights from your girlfriend's device to see if it makes a difference.

Best,

Alex

Re: Unable to connect to light bulbs

smp — Wed, 04 Jan 2023 23:52:40 GMT

I didn't reset my lights yet, only hers and she can say "ok Google, turn on the kitchen lights" at her house and the lights in my kitchen turn on

Re: Unable to connect to light bulbs

Azarco — Thu, 05 Jan 2023 23:39:33 GMT

Hi smp,

Understood. It will really help us a lot if you reset your lights so that it will totally disconnect from your account and network. Let us know once you'll have the chance to do it.

Thanks,

Alex

Re: Unable to connect to light bulbs

smp — Fri, 06 Jan 2023 13:25:18 GMT

I have 16 bulbs in my house that have been setup and working for over a year. This only started last week when I installed the new Nest HUB and four lights at her house. I don't think resetting my 16 bulbs is an ideal solution since they have all been working fine at my house for almost a year. What's the thought process behind resetting all of the bulbs at my house?

Re: Unable to connect to light bulbs

Dan_A — Tue, 17 Jan 2023 00:47:48 GMT

Hi folks,

Apologies for the delayed response. May we know how your smart lights are going? Is the behavior still the same? We can try to reset just one of your lights and test it out to isolate your concern. Follow the steps above on how to reset your light bulb.

Looking forward to your responses.

Best,

Dan

Re: Unable to connect to light bulbs

Dan_A — Tue, 24 Jan 2023 19:28:54 GMT

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

Re: Unable to connect to light bulbs

Dan_A — Wed, 25 Jan 2023 19:53:36 GMT

Hello everyone,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Dan

Re: Unable to connect to light bulbs

smp — Wed, 25 Jan 2023 20:10:48 GMT

Dan,

I removed some lights from my app and reset and now I can't get those to work in my home at all. My girlfriend's home device still turns on my kitchen and other lights if/when we ask it to

smp

Re: Unable to connect to light bulbs

Princesss — Sat, 28 Jan 2023 00:25:49 GMT

Hi SMP,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

Re: Unable to connect to light bulbs

Princesss — Tue, 31 Jan 2023 01:15:32 GMT

Hi SMP,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

Re: Unable to connect to light bulbs

Princesss — Fri, 03 Feb 2023 01:42:08 GMT

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

Re: Unable to connect to light bulbs

Jake — Mon, 06 Feb 2023 19:55:32 GMT

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake