Echo & Alexa Forums
General Category => Echo Technical Support => Topic started by: DickC on November 07, 2017, 08:13:49 pm
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Philips Hue bulb will not discover on my Echo Plus.
1. I have tried 2 different Hue bulbs in different lamps.
2. I have reset the bulb using its serial number.
3. I have asked Alexa to discover devices.
4. I have asked Alexa to discover lights.
5. I have tried to discover using Alexa app on my PC, iPad and iPhone.
None of this worked. My Echo Plus discovered Ecobee Thermostat and Sonos Speakers without any problem.
Any suggestions would be very welcome.
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if you are using the white only hue bulb, are you supposed to do is to screw it in and discover.
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That is what I did. I screwed the white bulb in, started discovery, turned on the lamp, the bulb lit up but it does not discover the light. Can’t figure out what’s wrong.
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Could be a bad bulb. I don't have the plus, but I once bought a bulb that no matter what I tried the hue bridge just couldn't discover it. Which meant alexa couldn't control it either. Even did a master reset of the bridge and still no luck. I wound up taking the bulb back to walmart and exchanging it. The bridge and alexa both discovered the new bulb on the first try.
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Thank you for your suggestion, however I took my original bulb back to my local Amazon store and the replaced it. I also unplugged Echo Plus and when it rebooted, still no Hue discovery. I'm wondering if the Smart Hub on my Echo Plus is faulty. It finds my Alexa enabled Sonos One speaker and Ecobee Thermostat?
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The Echo Plus essentially replaces the Hue Hub. Now with the Hue Hub, there is a button you have to press to sync/pair the Hue light bulbs. Does the Echo Plus have a button that you must push to start pairing?
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Everything I’ve read and the salesperson at the Amazon store says just turn on the bulb and ask Alexa to discover devices and it should work. There is an action button that performs the following;
* Turns off a timer or alarm
* Wakes your device
* Enables Wi-Fi setup mode after you press and hold it until the light ring turns orange.
I’ll try pressing the button during discovery and post the results..
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Thank you for your suggestion, however I took my original bulb back to my local Amazon store and the replaced it. I also unplugged Echo Plus and when it rebooted, still no Hue discovery. I'm wondering if the Smart Hub on my Echo Plus is faulty. It finds my Alexa enabled Sonos One speaker and Ecobee Thermostat?
FYI echo plus has zigbee hub not smart hub and if they tell you otherwise then I will complain to them for false advertising. Your amazon store is in Kohl's, I assume?
It's not good for echo plus though if they give hue bulb with echo plus and they don't work seamlessly, what a shame. And I smell Phillips is behind it. :o
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might be time to contact amazon customer support, click on it in your alexa app.
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Asianrocker,
For clarity, my Amazon Store is actually a new Amazon Book Store in a local mall. Of course they sell all Alexa products, plus some other Alexa enabled products like Sonos One.
Renegade,
Based on your recommendation, I have sent an email message to Alexa customer support. I will post their response when I receive it.
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Ok Amazon is taking over physical stores too? First Kohl's now the Mall? I know bookstores was their first with their Kindle. No wonder Amazon owner is the richest man right now. I smell Monopoly. They actually are adding a new warehouse on my state.
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Thank you for posting your problems, I am having the exact same problem and I tried everything you did. Did you ever get resolution?
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So far, I have tried 3 different bulbs and Echo Plus is still not connecting. I contacted Amazon Customer Support and spent a fair amount of time via on-line chat with several Customer Service Reps retrying all the things I already tried. Finally on a live call, their Amazon rep escalated the problem to their technical support team. Their customer service rep calls me every two days or so telling me they are still working on a resolution and to please be patient. I have no choice but to be patient, but I am encouraged that they will come up with a fix.
I will post their resolution on this forum when they get it working.
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In case you need it. Amazon Customer Support tel:1-877-375-9365
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I just had the same problem but it was resolved. Amazon rep had me reset echo plus by holding down the reset button (little hole) for about 12 seconds to reset. Then she had me log out of the amazon app from my phone and log back in after about 10 seconds. Once echo plus restarted I logged back into app from phone and then went through the set up for the echo plus. Ask a few commands like what time was it or what the weather was just to make sure it was connected and working properly. Afterwards I went to smart home on the app and then clicked on discover new devices. If ur echo plus is working properly u should see a blue light going around it showing that it is searching. Then the "light" showed up. Hope this helps!
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Thanks for your comments. Very happy your Echo+ discovered your bulb. However, I have tried what worked for you, but unfortunately it did not work for my Echo+. Amazon Ctm Support calls me every few days to let me know they are still working to fix the problem.
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+1, i tried all the steps listed and no luck
I have asked Alexa to discover devices.
I have asked Alexa to discover lights.
I have reset the bulb using its serial number.
I have tried to discover using Alexa app on my PC, iPad and iPhone.
I reset Echo Plus, logged out from my app and re-started the setup
Alexa is discovering all my other smart devices without any issues.
I guess, next step is to contact the support
*update: i spoke with technical support, that was challenge as well. After talking to 4 different people i've been told that this is known issue, and that the technical team is working on it.
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We recently purchased an Alexa plus because we want to change our lights to hue smart house. Using the plus you do not need a bridge.
Problem-we set up the plus and the multiple hue light bulbs. We have two users pair to this Alexa plus to control the lights in the app. I see all the lights in the app. My husband only sees a few. He is not fully pairing in the app. I was able to rename and make groups in the app.
When I tell it to discover Alexa says she can’t find. I press in the app. Also says can’t find.
I don’t understand why he can not pair but I can
My husband and I have separate amazon accounts. He set up the Alexa under his account. So one would think he should be able to control it all
I just paired to the device since I have a dot in my master.
We are at a loss
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We recently purchased an Alexa plus because we want to change our lights to hue smart house. Using the plus you do not need a bridge.
Problem-we set up the plus and the multiple hue light bulbs. We have two users pair to this Alexa plus to control the lights in the app. I see all the lights in the app. My husband only sees a few. He is not fully pairing in the app. I was able to rename and make groups in the app.
When I tell it to discover Alexa says she can’t find. I press in the app. Also says can’t find.
I don’t understand why he can not pair but I can
My husband and I have separate amazon accounts. He set up the Alexa under his account. So one would think he should be able to control it all
I just paired to the device since I have a dot in my master.
We are at a loss
I don't get your problem, once you setup your echo. Anyone can control the lights via voice, right? Or does your husband just want to control your lights in his app? where's the fun in that? LOL.
My 'solution' is tell him to sign on your account in his app. Is there a reason why you use separate account in the app?
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Word of caution.
If you have Bulbs or other smart devices previously working with Echo Plus, you may need to follow factory resets on them to get Alexa to recognize them again once you perform above steps. I had a Philips Hue bulb and a Samsung Smart Switch previously working in Smart Home section. I received a second Philips Hue bulb, but could not get Echo Plus to recognize it until I performed the process described above. Once Echo Plus recognized the new bulb, the 1st bulb and Samsung Smart Switch were no longer connected to Echo Plus in Smart Home menu. I performed respective factory resets to re-connect them to Echo Plus.
Sorry...this response applies to Reply #14
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Word of caution.
If you have Bulbs or other smart devices previously working with Echo Plus, you may need to follow factory resets on them to get Alexa to recognize them again once you perform above steps. I had a Philips Hue bulb and a Samsung Smart Switch previously working in Smart Home section. I received a second Philips Hue bulb, but could not get Echo Plus to recognize it until I performed the process described above. Once Echo Plus recognized the new bulb, the 1st bulb and Samsung Smart Switch were no longer connected to Echo Plus in Smart Home menu. I performed respective factory resets to re-connect them to Echo Plus.
Sorry...this response applies to Reply #14
Hmmm. Do you mean Samsung Smart HUB? Coz I googled Samsung Smart Switch and it is an app and has nothing to do with Alexa or automation.
If it indeed is the Samsung Smart hub, why did you buy echo plus? And most importantly, if I were you I would have used the Samsung Smart hub instead of the hub in echo plus to connect the new bulb, then you would not even have the problem in the first place, ya know?
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Word of caution.
If you have Bulbs or other smart devices previously working with Echo Plus, you may need to follow factory resets on them to get Alexa to recognize them again once you perform above steps. I had a Philips Hue bulb and a Samsung Smart Switch previously working in Smart Home section. I received a second Philips Hue bulb, but could not get Echo Plus to recognize it until I performed the process described above. Once Echo Plus recognized the new bulb, the 1st bulb and Samsung Smart Switch were no longer connected to Echo Plus in Smart Home menu. I performed respective factory resets to re-connect them to Echo Plus.
Sorry...this response applies to Reply #14
Hmmm. Do you mean Samsung Smart HUB? Coz I googled Samsung Smart Switch and it is an app and has nothing to do with Alexa or automation.
If it indeed is the Samsung Smart hub, why did you buy echo plus? And most importantly, if I were you I would have used the Samsung Smart hub instead of the hub in echo plus to connect the new bulb, then you would not even have the problem in the first place, ya know?
Hi - it is the Outlet that comes with Samsung SmartThings Monitor kit.
I actually bought the Echo Plus first and, later the same week purchased Samsung SmartThings monitor kit. I am a minimalist and don't want to run multiple hubs. So, I took the OUTLET that comes with SmatThings and connected with Echo Plus Hub. I will be testing SmartThings Hub shortly as I have read that it is the best Hub around....not there yet.
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I would not buy the smart hub anymore if I were you. That's the point of hub inside the echo plus. They maybe fudging now coz it's still new but pretty sure Amazon can straighten it out sooner or later.
I was forced to buy hue starter kit coz my echo has no hub. I also don't like the idea of buying hubs but well I just console myself that I got a good deal on mine.
Well, it's cool though that you were able to connect a samsung device without their hub. Didn't know you can do that with echo plus.
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Had exactly the same problems described in this thread; failed to discover lamps, even when entering serial to reset. Lamp would flash once, then three times and the app or Plus would say it couldn't find any new devices.
Performed a hard reset; still same problems pursued.
Saw that the Software Version of the Plus (via alexa.amazon.com) was not the latest (5954...) , so put the device into mute mode for 30-60 minutes which forced an update to the latest Software Version (as of writing, 595530420).
Un-boxed and performed discovery on a further lamp and all of a sudden both lamps appeared in the list.
Continued to set up remaining lamps - most if not all needed to have their serial number entered in the "help" section to reset the devices, but all are now in and zoned.
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Sizzl,
I will check to see if my Echo Plus software is up to date and see if Echo will discover it. However, after many conversations with Amazon tech support, they sent me the following bulb that worked right away.
Smart WiFi LED Light Bulb,EECOO 7W Wireless Dimmable LED Bulb.
Tech support have not notified me of any updates since receiving this bulb.
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I did not see the echo plus with it's hub features until the day my first order for P Hue starter kit with hub shipped. I ordered the E Plus with the included P Hue bulb, and waited until it was all in before installing. After setting up the E Plus (not my first echo device), I did discovery on the bulb shipped with the E Plus and it worked like a charm. Then I plugged in the 4 bulbs from the starter kit. Many attempts later, not one of them was discovered. Best I can tell, they are all exactly the same model bulb. On a lark, I decided to set up the Phillips Hue Hub and install the app. It discovered all four bulbs (telling me that they were all discoverable). After setting up the P Hub on the Echo Plus, the Alexa app put all 5 bulbs in one group, as I wanted, and I can control all five as if they were one hub. There is strong evidence that there is a difference in the bulbs in how they interact with the hubs.
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On a lark, I decided to set up the Phillips Hue Hub and install the app. It discovered all four bulbs (telling me that they were all discoverable). There is strong evidence that there is a difference in the bulbs in how they interact with the hubs.
The bulbs that comes with the starter kit are preconfigured with that hue bridge that comes with the package. So it really is very easy install. I did have an extra phillips bulb though that didn't come with the starter pack and hue bridge didn't detect it automatically of course, so I have to manually add the bulb via serial # and the hue bridge detected it no problem.
I've no experience in serial # input via alexa app with echo plus hub though. I just know you can input serial # manually. I do read it still does not work. Sometimes like BT connection, I think you just have to try several times.
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However, after many conversations with Amazon tech support, they sent me the following bulb that worked right away.
Smart WiFi LED Light Bulb,EECOO 7W Wireless Dimmable LED Bulb.
Are you saying they give it to you for free AND keep your hue bulb too? Cool. I googled the bulb it's color bulb the one I am currently looking to get a deal on, lucky you.
Oh, side note, best buy reduced their hue bulb price to $11.99. I wish it's the color bulb next... please....
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The instructions for a reset solved the problem for me. I’d say you saved Christmas but that’s a little dramatic!! So....thank you for the post!!!
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The instructions for a reset solved the problem for me. I’d say you saved Christmas but that’s a little dramatic!! So....thank you for the post!!!
Same here ... had to reset my Echo Plus and the bulb but was finally able to discover and pair. Thanks for the timely post
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Let me know if you vet an answer, ours can not discover the hue light either.
We have had a very up and down first look at the plus. Wants to reset from time to time, and we just got it.
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Oh yeah, when I called Amazon support, they told me to contact Philips!
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Don’t know if this helps anyone or whether anyone can shed light on what I experienced regarding this issue.
I too was experiencing the issue of Echo Plus not recognizing my Philips Hue Light. After much experimentation, it appears to be an issue with the lamp I was plugged into. Light works fine when using the switch. However, Echo will not recognize the light. I put the light ina different lamp and it recognizes it. I add the light to Alexa app. I even put the light in another lamp...still works once I added to app. When I then put it back in the original lamp...CANNOT communicate.
Any ideas?
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Thanks to a few inspirations from the previous posts, this is what worked for me. (I have tried resetting the lightbulbs/echo plus in the past but still struggled)
1. Reset the Echo Plus.
2. Log out of the Alexa App
3. Once the Echo Plus is ready to be set up, log in to the Alexa App
4. Once set up, manually reset each of those hue lightbulbs
5. That should discover them one by one.