Manufacturer and model directory
Philips Hue smart model troubleshooting
Philips Hue smart troubleshooting covers 5 model families: Philips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro), Hue Bridge Pro, Hue Play HDMI sync box 8K, Hue dimmer switch v2, Hue accessories (Hue Motion Sensor and Hue Dimmer Switch v2). Choose the complete Philips Hue model family before opening a fix, and read the model number off your label first.
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44 complete records in this directoryHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) does not respond to voice control
Open record Philips Hue · firmwareHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) firmware update is stuck or failed
Open record Philips Hue · batteryHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) has power or battery problems
Open record Philips Hue · offlineHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) is offline or unavailable
Open record Philips Hue · motion detectionHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) misses motion or records too many events
Open record Philips Hue · notificationsHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) notifications are late, missing or excessive
Open record Philips Hue · routineHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) routine, schedule or automation is not running
Open record Philips Hue · shared accessHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) shared users or family members cannot control it
Open record Philips Hue · wrong readingHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) shows the wrong time, state or sensor reading
Open record Philips Hue · setupHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) will not complete setup or pairing
Open record Philips Hue · MatterHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) will not connect through Matter, HomeKit or another platform
Open record Philips Hue · factory resetHue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) will not reset or needs to be reset safely
Open record Philips Hue · shared accessHue Bridge Pro shared users or family members cannot control it
Open record Philips Hue · setupHue Bridge Pro will not complete setup or pairing
Open record Philips Hue · MatterHue Bridge Pro will not connect through Matter, HomeKit or another platform
Open record Philips Hue · voice controlHue dimmer switch v2 does not respond to voice control
Open record Philips Hue · batteryHue dimmer switch v2 has power or battery problems
Open record Philips Hue · routineHue dimmer switch v2 routine, schedule or automation is not running
Open record Philips Hue · shared accessHue dimmer switch v2 shared users or family members cannot control it
Open record Philips Hue · wrong readingHue dimmer switch v2 shows the wrong time, state or sensor reading
Open record Philips Hue · factory resetHue dimmer switch v2 will not reset or needs to be reset safely
Open record Philips Hue · voice controlHue Play HDMI sync box 8K does not respond to voice control
Open record Philips Hue · firmwareHue Play HDMI sync box 8K firmware update is stuck or failed
Open record Philips Hue · batteryHue Play HDMI sync box 8K has power or battery problems
Open record Philips Hue · offlineHue Play HDMI sync box 8K is offline or unavailable
Open record Philips Hue · notificationsHue Play HDMI sync box 8K notifications are late, missing or excessive
Open record Philips Hue · routineHue Play HDMI sync box 8K routine, schedule or automation is not running
Open record Philips Hue · shared accessHue Play HDMI sync box 8K shared users or family members cannot control it
Open record Philips Hue · wrong readingHue Play HDMI sync box 8K shows the wrong time, state or sensor reading
Open record Philips Hue · setupHue Play HDMI sync box 8K will not complete setup or pairing
Open record Philips Hue · MatterHue Play HDMI sync box 8K will not connect through Matter, HomeKit or another platform
Open record Philips Hue · factory resetHue Play HDMI sync box 8K will not reset or needs to be reset safely
Open record Philips Hue · Wi-FiHue Play HDMI sync box 8K will not stay connected to Wi-Fi
Open record Philips Hue · voice controlPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) does not respond to voice control
Open record Philips Hue · firmwarePhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) firmware update is stuck or failed
Open record Philips Hue · offlinePhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) is offline or unavailable
Open record Philips Hue · notificationsPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) notifications are late, missing or excessive
Open record Philips Hue · routinePhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) routine, schedule or automation is not running
Open record Philips Hue · shared accessPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) shared users or family members cannot control it
Open record Philips Hue · wrong readingPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) shows the wrong time, state or sensor reading
Open record Philips Hue · setupPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) will not complete setup or pairing
Open record Philips Hue · MatterPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) will not connect through Matter, HomeKit or another platform
Open record Philips Hue · factory resetPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) will not reset or needs to be reset safely
Open record Philips Hue · Wi-FiPhilips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) will not stay connected to Wi-Fi
Open recordProduct lines
How the 5 Philips Hue families here actually differ
Each group below is diagnosed differently, so settle which one yours is before following a fix.
Hue Bridge v2; the hub every Zigbee accessory reports through, and the only component in a Hue system with its own network connection.
Hue Bridge Pro; the hub every Zigbee accessory reports through, and the only component in a Hue system with its own network connection.
- Hue Bridge Pro Hue Bridge Pro (the model number is on the underside of the bridge; the app also reports it under Settings)
Hue Play HDMI sync box 8K; an HDMI video device in the chain between your sources and the television, not a light and not a hub.
- Hue Play HDMI sync box 8K 9290034996 and regional variants
Hue dimmer switch v2; a battery-powered Zigbee control with no network connection of its own — it talks only to the Bridge.
- Hue dimmer switch v2 RWL022
Hue motion sensor; a battery-powered Zigbee sensor with no network connection of its own — it talks only to the Bridge.
- Hue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) SML001/SML003 and regional variants
Find your model
Model numbers covered, and where each one's answers are
Match the identifier on your appliance or device label to a row below. Philips Hue answers here cover these model numbers.
| Family | Model numbers | Published specs |
|---|---|---|
| Philips Hue Bridges (Hue Bridge V2 and Hue Bridge Pro) | BSB002 | 6 researched |
| Hue Bridge Pro | Hue Bridge Pro (the model number is on the underside of the bridge; the app also reports it under Settings) | 6 researched |
| Hue Play HDMI sync box 8K | 9290034996 and regional variants | 5 researched |
| Hue dimmer switch v2 | RWL022 | 5 researched |
| Hue accessories (Hue Motion Sensor and Hue Dimmer Switch v2) | SML001/SML003 and regional variants | 5 researched |
Troubleshooting Philips Hue
Philips Hue bulbs, sensors and the Bridge are controlled in the Hue app. The Bridge connects to the router by Ethernet, and its three LEDs show power, network and internet; a missing third light means it cannot reach the internet, so restart the router and the Bridge. A bulb that will not respond is reset by turning it off and on repeatedly or by using the Hue Dimmer switch, and a motion sensor's batteries are the first check when it stops. Bulbs are best left powered, since turning them off at the wall removes them from the network.
What does a missing third light on the Hue Bridge mean?
The Bridge has no internet connection; restart the router and the Bridge and check the Ethernet cable.