AE LEDs Lighting Troubleshooting Guide

Before You Start

• Check whether the issue affects all lights, one zone, multiple zones, or one fixture.
• Take photos of the transformer, controller, affected lights, and any app error messages.
• Confirm whether the issue started after a power outage, storm, router change, app update, or recent work near the system.
• Confirm whether anyone has modified, serviced, or adjusted the lighting system since installation.

Basic Power Checks

If all lights are off, start with basic power checks:

• Confirm the outlet has power.
• Check the breaker or GFCI, if applicable.
• Check whether the transformer or controller has indicator lights.
• Confirm the system is plugged in and has not been switched off.
• If the outlet has power but the controller or transformer appears dead, submit a support request.

Do not open transformers, controllers, junction boxes, or electrical components. If there is any electrical concern, contact our support team.

App or Connection Issues

If the lights work but the app is not connecting:

• Make sure your phone is connected to the correct home Wi-Fi network.
• If your system uses Wi-Fi, confirm the system is connected to a compatible 2.4 GHz network when required.
• Close and reopen the lighting app.
• Restart your phone.
• Restart your router if the issue began after a Wi-Fi change.
• If the controller has a reset process, only follow the approved instructions provided by our team or the original manufacturer guide.
• If the issue continues, submit a support request with screenshots.

Lights Not Responding

If the lights are on but not responding correctly:

• Try turning the system off and back on.
• Check whether the issue affects all lights or only one section.
• Confirm the correct zone or scene is selected in the app.
• Check whether a schedule, timer, or saved scene is overriding manual control.
• Take a short video showing what the lights are doing.

Flickering, Wrong Color, or Partial Outage

For flickering, wrong colors, stuck colors, or partial outages:

• Note whether the issue affects one fixture, one run, one zone, or the entire system.
• Take photos and videos from multiple angles.
• Do not pull on wires, open track, remove fixtures, or attempt splicing.
• Submit a support request so our team can review the issue.

When to Submit a Lighting Support Request

Submit a lighting support request if:

• The system has no power after basic checks.
• The app cannot connect after restarting the phone/router.
• A zone or section is not responding.
• Lights are flickering, stuck on one color, or not matching the app.
• A fixture appears damaged.
• The issue started after a storm, power surge, or electrical event.
• You see exposed wiring, water intrusion, damaged components, or signs of overheating.