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FAQ

Support > FAQ


Q: Why is my device failing to connect to my Wi-Fi network?

A1: Monster Smart devices only work on a 2.4GHz Wi-Fi network. Make sure your phone or tablet is successfully connected to the 2.4GHz Wi-Fi network that your device will be placed on. If your Wi-Fi network is a mixed 2.4GHz/5GHz network, try using AP pairing mode for better results (see “AP Mode instructions”).  If you have previously connected to the 5GHz network, it may help to have your phone forget the 5GHz network before beginning the pairing process. 

A2: Depending on your mobile device, you may first need to enable and allow location services and/or Bluetooth on your phone or tablet to find nearby devices.  

A3: If you have a “mixed network” (see question “I only have one network”) and AP Mode is not working for you, you may need to access your router settings and/or call your Internet Service Provider to create a separate 2.4GHz network.  You can also find out if there is a device limit on your router 

A4: Try pairing your device indoors, in a location closer to your router 

A5: If necessary, you may want to free up bandwidth on the 2.4GHz network by removing other devices in your home off of your 2.4GHz network and onto your 5GHz network. 

A6: You may also want to consider a WiFi extender to enhance the strength of your WiFi signal at places farther away from your router 

A7Some customers will need to activate their 2.4GHz guest account depending on your ISP firewall settings.  Many users on AT&T routers have this issue, please contact your ISP and they will assist you. 

Q: I only see one network, how do I know if it will work or not?

A1: If you have upgraded your router in the past year, and you only see one network, you may have a “mixed” network that combines 2.4GHz and 5GHz frequencies into one network name.  If this is the case, we recommend pairing using AP pairing mode (see “AP Mode instructions”).  If you still have issues you may need to contact your Internet Service Provider to have your network broken down into two network IDs2.4GHz and 5GHz 

You can also visit our guide on how to distinguish between whether or not you are operating on a 2.4GHz or 5GHz WiFi network. 

AP MODE INSTRUCTIONS

If you have difficulties pairing to your WiFi network, you can try using the secondary pairing mode, AP Mode, to connect to a mixed 2.4/5Ghz network. However, it is recommended to have a separate 2.4GHz network with a different name than your 5Ghz network for best performance.  

From the add device list, click on “Lighting (WiFi)”
In the upper right corner, click “Net Pairing Modes”
Select “AP mode”, after the screen loads, click Next
Enter your 2.4GHz WiFi password
Click “Go to Connect”
You will now be redirected to your WiFI Settings
Select the new network name “SmartLife-XXXX” or “MonsterSmart-XXX”
Wait until your system says it has connected (even if it is without internet connection)
Switch back to the “Monster Smart” app
The app will now attempt to connect your device to the network 

Q: Why is my device offline?

A1: Power loss will cause an offline status. Please check that the device is plugged in and receiving power.  

A2: Poor WiFi connection will cause an offline status. Please try refreshing your router by unplugging the power for 30 seconds and then plugging it back in. This may provide better connectivity by reestablishing all of the device connections again. 

A3: There may be a device limit on your router as assigned by your Internet Service Provider. If necessary, you may want to free up bandwidth on the 2.4GHz network by removing other devices in your home off your 2.4GHz network and onto your 5GHz network. 

A4: If you’re still experiencing connectivity issues, such as the device going offline and online, please contact your Internet Service Provider for tips on strengthening your connection and to determine if there is a device limit on your router. 

  

MLB7-1034, MLB7-1035, MLB7-1038, MLB7-1039 

Q:  PRISM/DIGIT – None of my panels are lighting up, what should I do? 

A1: Check that the power adapter is connected securely both to the controller and to a powered outlet.  The LED indicator should illuminate if it is powered and paired to Wi-Fi.  (You do not need to have your panels connected to pair the controller.) 

A2: Ensure that the GREEN controller plug is securely connected to the first panel and that it is the ONLY green plug connected.  Only one green plug should ever be connected to a single panel at a time.  For Prism the RED side of the connector should be attached to the controller.  

NOTE:  Take care to hold down neighboring panels when removing one.  Always ensure all connections are secure. 

Q: PRISM/DIGIT - None of my panels are lighting up, what should I do?

A1: Check that the power adapter is connected securely both to the controller and to a powered outlet.  The LED indicator should illuminate if it is powered and paired to Wi-Fi.  (You do not need to have your panels connected to pair the controller.) 

A2: Ensure that the GREEN controller plug is securely connected to the first panel and that it is the ONLY green plug connected.  Only one green plug should ever be connected to a single panel at a time.  For Prism the RED side of the connector should be attached to the controller.  

NOTE:  Take care to hold down neighboring panels when removing one.  Always ensure all connections are secure. 

Q: PRISM/DIGIT - Why are only some of my panels lighting up incorrectly or not at all?

A1: To ensure all panels light up correctly, make sure all the connectors always point the GREEN side AWAY from the controller. 

A2: If you’ve just added a panel, try turning your device off and on again. 

A3: If your panel design creates a circle or a loop, there will be one pair of panels that will NOT be linked by a connector, this ensures that the power flows evenly throughout the design.  Please ensure that your panels are connected correctly, see the Design Guide for details. [Prism Design Guide / Digit Design Guide]  

A4: Ensure that all connections between panels are secure.  

NOTE:  Take care to hold down neighboring panels when removing one.  Always ensure all connections are secure. 

Q: PRISM/DIGIT - What if the LED colors and patterns don’t line up between panels?

A1: Pointing the directional arrows on the back of each panel towards or away from each other will create different lighting effects when panels are combined. Try rotating some panels. See the Design Guide for ideas. 

NOTE:  Take care to hold down neighboring panels when removing one.  Always ensure all connections are secure. 

Q: PRISM/DIGIT - I’ve added add-on kits, why are the LEDs flickering?

A1: 1 Prism power kit can run up to 8 x Prism panels (1 x Starter Kit + 2 x Add-on Packs). Adding more than 8 x panels will require grouping in an additional power kit to maintain normal operation. 

A2: 1 Digit Power Kit can run up to 10 Digit Segments (1 x Starter Kit + 3 x Add-on Packs). Adding more than 10 x Segments will require grouping in an additional Power Kit to maintain normal operation. 

A3: Ensure that all connections between panels are secure.

Q: Can I Rename My Devices?

Yes

1:  Simply go to the device control screen that you want to rename

2:  Click the ellipse symbol (3 dots) at the top right corner

3:  Click on “Name” and then type the new name

4:  Click confirm

Q: Why is my device slow or not responding?

A1: This may be related to bandwidth on your network. Try refreshing your router’s connections by unplugging it from power and plugging back in. Doing the same to the device itself may also help.  If necessary, you may want to free up bandwidth on the 2.4GHz network by removing other devices in your home off your 2.4GHz network and onto your 5GHz network.
  

A2: Try connecting your phone to the 5GHz WiFi network. Using the 2.4GHz network on your phone is only required for initial device pairing.  

 

A3: Please try accessing your device using cellular data by disconnecting from your WiFi on your phone.  Note: Unlimited data plans do not necessarily mean unlimited at full speed, they can come with restrictions. Some data plans are truly unlimited and only the bandwidth speed is throttled, or intentionally slowed down. You may have to contact your cellular company to determine the proper data plan 

Q: How do I control multiple devices at once?

A1: You can easily group multiple Monster Smart Illuminessence devices together in the app in order to control them all as one. In the Monster Smart app, open one of your paired devices, click on the menu button in the upper right corner, and then click “Create Group” to group this device with other your paired devices.   

NOTE: Groups of Monster Smart Illuminessence devices with different features may have communication issues when selecting Scenes. For best results create groups of the same or similar products.  If you would like to group together different items, it is recommended to control using the Color settings rather than Scenes.  

A2: You can only control multiple Monster Basics devices at once if they are located close enough together for the remote control signal 

Q: Why is the adhesive mounting tape not holding?

A1: In order to properly install products with adhesive tape, the mounting surface must first be cleaned with rubbing alcohol and allowed to air dry. 

A2: Adhesive mounting tape is not recommended for use on unpainted brick, raw wood, uneven/bumpy surfaces, or wallpaper. 

A3: Mounting this product in excessively hot or humid environments may weaken the adhesive over time. 

A4: After first installing your product with the adhesive mounting tape, apply pressure over the adhesive for 10 seconds to ensure a strong hold.   

Q: Can I cut this LED Light Strip?

A1: Yes. If desired, you can cut the light strip to shorter lengths by cutting on the designated scissors marks. However, once cut, the strip will no longer be water resistant or covered under warranty. 

Q: Can I attach additional LED Light Strips to this one?

A1: This Monster Smart Illuminessence LED strip is not designed with an expansion plug, but you can easily group multiple strips together in the Monster Smart app in order to control them all as one. Open the device and click on the menu button in the upper right corner and then click “Create Group” to group your devices. 

A2: You can only control multiple Monster Basics devices at once if they are located close enough together for the remote control signal. 

Q: Can I Share My Devices With Friends and Family?

A: Yes.

There are two ways to share your devices with another phone. It is not necessary to remove devices from the original account.

1: Just log in with the same Monster Smart account information on the additional phone

2: Create another account

  • A:  First, create the second account for the additional phone.
  • B:  Log in to the new account on the additional phone.
  • C:  Go to the device that you want to share
  • D:  Open the device settings by selecting the menu icon in the top right corner
  • E:  Select Shared Devices > Add Sharing
  • F:  Enter the account information of the account you wish to share with. Then click “Completed” on the top right of screen
  • G: Once the device is shared with the second account, visit the Shared Devices section.
    • This is accessed via the home screen by selecting the menu icon in the top left corner. Then select Shared Devices.

Q: How Do I Set Schedules? (Power and lighting devices have scheduling functions)

1:  To set a schedule, go to the device control screen and click on “schedules”

2:  Click “Add” button or “+” symbol (in top right corner)

3:  Set the START time (when device should turn on)

4:  Set the END time (when device should turn off)

5:  Set the days you want the schedule to be active

6:  Click save

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