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FAQ

Support > FAQ


Q: How do I pair my device? EZ PAIRING MODE INSTRUCTIONS

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.

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.

1:  Press and hold the pairing button on the device and ensure that the LED indicator is now blinking RAPIDLY.

2:  Open the Monster Smart app.  From the add device list, click on “Lighting (WiFi)”.

3:  Follow the on-screen instructions to confirm that the LED indicator is rapidly blinking. 

4: Confirm that the network displayed is your 2.4GHz Wi-Fi network, then enter your Wi-Fi password and click “Confirm”.

Note: the pairing process may take up to 2 minutes.

Once complete, your device will be connected to the network. Confirm or change the name and settings for your device and then click “Done”.

Q: How do I pair my device if EZ mode didn't work? AP PAIRING 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.  

1:  Press and hold the pairing button on the device and ensure that the LED indicator is now blinking SLOWLY.

2:  Open the Monster Smart app.  From the add device list, click on “Lighting (WiFi)”.

3:  In the upper right corner, click “Net Pairing Modes” and select “AP mode”. After the screen loads, click Next.

4:  Enter your 2.4GHz WiFi password and click “Go to Connect”.

5:  You will now be redirected to your WiFI Settings. Locate and select the new network name “SmartLife-XXXX” or “MonsterSmart-XXXX” and wait until your system says it has connected (even if it is without internet connection)

6:  Switch back to the “Monster Smart” app. The app will now attempt to connect your device to the network.

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. (It may help to have your phone forget the 5GHz network before beginning the pairing process.) If your Wi-Fi network is a mixed 2.4GHz/5GHz network, try using AP pairing mode for better results (see “AP Pairing Mode Instructions”).  

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 

A7: Some 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 Wi-Fi network on my mobile device, how do I know if it will work or not?

How to check your Wi-Fi frequency on iOS:

  1. Download AirPort Utility in the App Store
  2. Go to your iPhone’s Settings and scroll down to “AirPort Utility”
  3. Turn on “Wi-Fi Scanner”
  4. Open the app and click on “Wi-Fi Scan” in the upper right corner
  5. Click “Scan” in the upper right corner
  6. Channel 1 – 13 band means you are on 2.4GHz, Channel 13+ band means you are on 5GHz

How to check your Wi-Fi frequency on Android:

Due to the differences between Android phones, there is not a one-fit-all method to determine the frequency of your Wi-Fi network.

  • On some Android phones, you can click on the connected Wi-Fi name in the Wi-Fi list and the corresponding information will be displayed, including the frequency.
  • On some Android phones, you may have to download a “Wi-Fi analyzer” app from the Play Store.

If you only see one 5GHz network:

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 Pairing 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. They can easily help you.

Q: How do I control my device with Alexa?

Make sure your Monster Smart Illuminessence device is installed and setup

Make sure your Amazon Alexa device is installed and setup

1: Open the Alexa app and go to Skills in the menu

2: Search for and choose “Monster Smart”

3: Enable the Skill and authorize your account using your login information (use the same login information that you used to create your Monster Smart account)

4: Confirm the name and settings of your device

Using the name you assigned to your device, you can ask Alexa to turn your device on and off, change the color, adjust the brightness, and more.

Q: How do I control my device with Hey Google?

Make sure your Monster Smart Illuminessence device is installed and setup

Make sure your Google Assistant device is installed and setup

1: Open the Google Home app, go to the Home menu, and tap the “+” button

2: Click “Set up device”

3: Click “Have something already set up?”

4: Search for and choose “Monster Smart” and authorize your account using your login information (use the same login information that you used to
create your Monster Smart account)

5: Confirm the name and settings of your device

Using the name you assigned to your device, you can ask Google to turn your device on and off, change the color, adjust the brightness, and more.

Q: How do I control my device with Siri?

Requires iPhone running iOS 12 or later

Make sure your Monster Smart Illuminessence device is installed and setup

1: Open the Monster Smart app and go to the “Smart” menu, tap the “+” button to create a new Tap To Run Smart Scene

2: Tap “launch Tap To Run” and fill out the information

3: Once your Smart Scene is created and saved, click the button that appears at the bottom of the screen that says “Add to Siri” to open the list of options

4: Select your new Tap To Run Smart Scene from the list and click “Add to Siri”

5: Create a custom phrase to say to Siri to run your Smart Scene (this can be any verbal command)

Now Siri can use your voice and custom verbal command to turn your device on or off, activate your last used lighting scene, adjust your device at the same time as your other smart devices, or whatever you’ve set up as your Tap To Run Smart Scene.

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: Once your device is successfully paired, 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: Why does my device say ``Offline`` in the Monster Smart app?

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.

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: Grouping different Monster Smart Illuminessence devices with different features may cause 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 to reach both 

Q: Can I share my devices with friends and family using the Monster Smart app?

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 using the Monster Smart app?

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

Q: Can I rename my devices in the Monster Smart app?

Yes, you can easily rename your devices in the Monster Smart app.

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: 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: 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: Monster Smart Illuminessence LED strips are not designed with expansion plugs, 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: Monster Basics LED strips are not designed with expansion plugs, but you can control multiples of the same Monster Basics devices at once if they are located close enough together for the remote control signal.

Q: Can I use this light bulb with my light switch/dimmer?

Monster Smart Wi-Fi Smart Bulb

A1: Yes, you can control your light fixture by an associated light switch because the Smart Bulb will always turn on again into the last used color or scene.

Note: If the light fixture is switched off, the Smart Bulb will be marked as “Offline” in the Monster Smart app and will not be accessible until the fixture is switched back on. 

A2: This Smart Bulb is NOT for use with in-wall dimmer switches. Please dim the light using the Monster Smart app or Google/Amazon/Siri voice control.

 

Monster Basics IR Controlled Bulb

A1: Yes, you can control your light fixture by an associated light switch because the light bulb will always turn on again into the last used color or scene.

Note: If the light fixture is switched off, the light bulb will not be controllable by the remote control until the fixture is switched back on. 

A2: This light bulb is NOT for use with in-wall dimmer switches. Please dim the light using the included IR remote control.

Q: Can I use my Monster Smart device without pairing to Wi-Fi?

Yes, you can control your Monster Smart device using the manual controls rather than Wi-Fi and the app. (Devices with manual controls include the Prism, Digit, Neon, Orb, and Light Bar+)

To disable Wi-Fi operation:

1:  Initiate pairing on your device and allow it to blink for 5-10 seconds (the LED indicator should be blinking rapidly)

2:  Disconnect the power for 5-10 seconds (this may be via the power button or by the AC power adapter, please check your specific device’s user manual for details) and then reconnect the power.

If the device turns on and is no longer blinking, you can now operate it without Wi-Fi.

Note: When not connected to Wi-Fi your device will not appear in the Monster Smart app and you will not have access to advanced and customizable lighting effects, schedules or timers, or hands-free operation by voice assistant devices. You can connect to Wi-Fi at any time to reactivate these features.

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