First identify what is not working
Start with one specific observation: the app does not open, sign-in fails, a room is missing or a light does not respond. Then establish whether you are using your local Core app, the demo or My One-Home on the website.
Compare with a second screen if available. If the same device works there, that helps you investigate the account, browser appearance or connection on the first screen. If only one light fails while others respond, start with that light and its One-Link.
The local Core is not responding
First check that Core has power and your screen is connected to the intended local network. Use the address from your installation records or router. Names and ports can differ between installations.
- Open the known Core address with /app/ and check for typing errors or an old bookmark.
- If the app still opens, go to System and choose Check connection.
- Compare with another screen on the same network and record whether it also cannot reach Core.
- Ask the administrator to check the Core address and network connection if neither screen receives a response.
Sign-in is unsuccessful
Core uses a local username; My One-Home uses your email address. Check that you are entering credentials for the correct environment. Sign in again after a Core session expires. If there have been too many sign-in attempts, wait before trying again.
For the Cloud account, use Forgot password on the sign-in page if needed. Start again with your password if a 2FA attempt expires. A Core passkey requires a supported secure environment; check the HTTPS address if the option is missing. Resetting a Cloud password does not recover a local Core account.
A room or control is missing
Ask the administrator to check Residents & access for enabled access, a valid guest window and the correct room assignment. View only does not allow control.
For a missing light group, the administrator checks every light in the group: the resident must be allowed to view each one. Group operation requires control rights on every light. Cameras and security remain closed to shared accounts in this new connection.
A device does not respond
First inspect availability and the specific error message. A received command is not yet a confirmed device state. Wait for Core’s observation and check the real device. Avoid rapidly repeating an outstanding command.
- For Hue, check the light’s power and whether it works in the Hue app.
- Check that Bridge and Core are reachable on the same local network.
- Choose Check connection for the Hue connection to fetch lights and states again.
- Revoked Bridge access requires pairing again with the physical button. Have the administrator resolve a Core encryption-key error first.
A screen or download looks different
Theme, language, screen name and layout are set per screen. Check This screen and the signed-in account before treating differences as lost home data. Clear browser data only after saving any required layout copy outside the browser.
An empty download list may mean that no suitable Stable release has been published for the account. An empty Cloud backup list may belong to the wrong installation. Select the correct installation and read the displayed message. If the portal reports that the account service is temporarily unavailable, try later; do not change local Core keys for this.
Make your support request verifiable
Open My One-Home > Support, choose a suitable subject, category and home, and describe the expected and observed behaviour. Include the version, time, exact error message and checks already performed. State whether other screens or devices have the same issue.
You can reopen a ticket later to read replies and add information. Temporary diagnostic support access is a separate setting in Core management and is not automatically enabled by creating a ticket. Do not share passwords, configuration secrets or recovery keys in your message or screenshot.