Cync by GE womt connect to Google home

[cb0216]

Recently bought a light from Cync by GE and got it connected through the C app. When I go to connect to the Google home app to control with my voice it will not connect and tells me no devices are added to the C app. How can I fix this issue? Kind of putting me off frombuying more products like this.

[Princesss]

Hi cb0216,

Thanks for reaching out.

Sorry to hear about your experience with setting up your Cync by GE lights. Let's make sure that these steps are done:

If your Cync (C by GE) devices aren’t set up in the Cync (C by GE) app, you can set them up in the Google Home app.

1. Plug in your device in the same room as your speaker or display.
2. Set up your speaker or display if you haven’t already.
3. Open the Google Home app .
4. At the top left, tap Add Set up device New device .
5. Follow the in-app instructions to complete setup.

Tip: The name you give your device will be used for voice commands. Use a name like "reading light" or "overhead light." Don’t include the name of the room when you name the device. 

Note: The device may blink during its first firmware update after you set it up with the Google Home app.

If the Google Home app can't find your bulb or plug during set up

1. Turn the device off for 10 seconds then turn it back on.
2. Make sure you have the latest version of the Google Home app.
3. Reboot your speaker or display.
4. Force close the Google Home app.
5. Factory reset your speaker or display.

Note: If your bulbs or plugs don’t show up in either the Google Home app or the Cync (C by GE) app, they probably need to be factory reset. Your bulbs or plugs might also use older firmware, so follow the second factory reset sequence if the first sequence doesn’t work.

Let me know if this works.

Best,

Princess

[cb0216]

Yes I have tried restarting or resetting my devices. Nothing seems to work. 

My light bulb is set up through the Cync app due to having issues in the Google home app with set up. 

When I try to connect through the cync app to Google home app it tells me I do not have any devices in the cync app. 

I have updated both apps as much as it would let me and I've tried the resetting of the bulb itself. 

Thank you for your response. I almost feel like this is a connection issue between the 2 apps. 

[Princesss]

Hi cb0216,

Thanks for responding.

By any chance, do you have a different set up device that we can use so that we can further check if this is an issue with the device or not?

Best,

Princess

[cb0216]

I only have my Google home mini right now. Then this new bulb. The Google home mini I have no issues with except occasionally it will stop playing music and I have to ask it to restart music. I have been planning on buying the thermostat and other bulbs, but haven't gotten to it yet due to expenses. 

[Princesss]

Hi cb0216,

Thanks for responding.

Can you confirm the distance between your Google Home Mini and your router? Let's make sure that both lights and Google Home Mini is within a good range from the router to avoid the congestion on your network. Lastly, I would recommend to unplug the router for at least a few minutes to refresh its network settings and to see if there are any changes on its behavior after rebooting.

Let me know how it goes.

Best,

Princess

[cb0216]

My light bulb and router are in the same room, and the Google home mini is in my bathroom which is about 15 ft away (one wall separating them) 

[cb0216]

Rebooted my router/wifi just last week when our new security system was added but I can try again

[Princesss]

Hi there,

Thanks for the update.

Let me know as soon as you try the steps and let me know if it works.

Best,

Princess

[cb0216]

No change right now. Restarted it about 30 minutes ago 

[Princesss]

Hi cb0216,

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

Best,

Princess

[Princesss]

Hi cb0216,

Chiming in to check if you have already filled out the form I sent? Let us know once you're done so we can move forward with the next steps.

Best,

Princess

[Mlabrador]

Hi cb0216,

We haven't received your form.  I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best, 

Nikki