Customer Support – Problems & Solutions

General FAQs

Check below general questions about how it works and how to use it.

 
11. How does automatic lighting work?
Automatic lighting work through sensors which detect how much light is there in the room. It automatically turns on when the sensors detect a certain level of darkness. Roome also turns on when the sensors detect movement in the room, for example, when someone come in the room, the lighting will automatically turn on. However, automatic lighting does not immediately turn on even when sensors detects movements if there is sufficient light in the room.
2Can I use RoomeLight without WiFi?
Of course you can. Except for app control, you can still use other cool functions including gesture control on/off, brightness adjustment, USB charging, etc. We recommend connecting Roome to the Internet to receive hardware update, system optimization and new features.
3Can I turn off automatic lighting?
Yes. Please click Roome Light app, and in the “settings” you can turn of automatic lighting or set a time period to disable automatic function.
4How do I make RoomeLight improve self-learning?
Instant correction will allow Roome to learn faster. For example, if you need Roome to turn on the light but it didn’t, please manually turn it on. If Roome turn itself off when you still need lights, you can turn it back on within 20 seconds and Roome will learn about your habits. Roome will only learn your regular habit. It doesn’t usually work well if you turn on and off the lights in a short period of time, trying to let Roome learn faster.
 

Technical Problems

Check below some technical problems you may face and learn how to solve them

 
1Gesture control could not turn on/off lights or adjust brightness
First, remove dust from the top of lamp if there is any, and then unplug and plug it back in to make sure the lamp is firmly plugged into the power outlet, making sure the lamp body is upright and stable.
2The lamp doesn’t flash when knocking on the edge of lamp panel.
Please use a single finger to knuckle on the edge of the lamp panel at a uniform speed. Make sure to knock for five times. The lamp will respond by flickering and shows that it is ready for WIFI configuration.
3Fail to add a device
Please choose correct device name. Please select “Roome Smart Light (3D Gesture) in the APP. Make sure Lamp is connected to WIFI and please be noted that the connection does not support 5GHz. Detailed steps please refer to “How to add a device in the APP”.
4Automatic turn-off is not working when the room is bright
First, please check if the auto-off option is disabled in the app settings or check if current time is within a time period that is set to disable auto-off function. Please make sure the top of the lamp is not covered with dust or any object that could block thesensors. Lights usually turns off when sensors detect a certain level of darkness, therefore if sensors detect a fair amount of exterior light, it does not turn off automatically. However, default setting of brightness sensitivity could also be adjusted according to user habits. You may also manually turn off the lamp. The lamp will self-learn your habits and soon adjust to the right amount of brightness sensitivity as you need. You can also restore your lamps to the factory settings by knocking ten times on the edge of lamp panel.
5Automatic turn-on is not working when the room is dark
First, please check if the auto-on option is disabled in the app settings or check if current time is within a time period that is set to disable auto-on function. Please also make your smart lamp connected with the Internet to synchronize its time with the accurate time. And then you may also manually turn on the lamp. The lamp will self-learn your habits and soon adjust itself to your needs on the right amount of lighting in your room. You can also restore your lamps to the factory settings by knocking ten times on the edge of lamp panel.
6Automatic turn-on is not working when people enter room
First, please check if the auto-on option is disabled in the app settings or check if current time is within a time period that is set to disable auto-on function. Second, make your smart lamp connected with the Internet to synchronize its time with the accurate time. In addition, you may also increase presence detection sensitivity with a few clicks in the app settings. Please keep in mind that if the room is bright, the lamp will not automatically turn on even it detects movement in the room. We recommend you to use our smart lamp as a regular one in the beginning. Our smart algorithm and machine learning technology allows the lamp to learn from your behavior and remember your habit to improve automatic control performance.
7Automatic turn-off is not working when no one is in the room
In the daytime, the motion detectors of high sensitivity could reach 15 meters without being blocked by walls or windows, so movements outside the room could still be detected and stop the lights to turn off. In addition, noise signals from home appliances such as air conditions may also interfere with the sensitivity of motion detectors. In such case, we recommend you connect your lamp with the Internet to synchronize its time with the accurate time, lower the level of motion monitor sensitivity by clicking app settings. You may also manually turn off the lights. The lamp will self-learn your habits and be smarter about situations like this.
8The lamp turns off automatically when I am reading
That is because the lamp detects no movements and decides to turn itself off. Please wave your hand to turn it back on. The lamp will learn your habits after maybe a few attempts and stay on when you are reading in the room.
9The lamp turns on automatically when I change sides while sleeping
ROOME smart algorithm combined with mode recognition system allows the lamp to decide whether the user has fall asleep or not. When the smart lamp decides that the user is in sleep mode, movements such as changing sides while sleeping will not trigger automatic turn-on. When the user decides to get up and sit at the bedside, the lamp detects such movements and quits sleep mode and turn on with a dimmed light immediately. The lamp requests a period of time to deeply learn your habits so somethings it makes mistakes and need your interference to help it learn. If the lamps still turn on when you change sides while sleeping after a period of time, you can lower the motion monitor sensitivity in the app settings, disable automatic turn-on function, or direct the logo side to the other direction against the user in order to lower the sensitivity.
10Get up in the night and the lamp is too bright
The lamp is not connected to the Internet to synchronize its time with the accurate time, so the lamp thinks it is in the daytime and give a bright light. If there is no internet, after a period of self-learn, the lamp could also learn your habits and give you the right amount of lighting when you get up in the middle of night.
11Get up in the night and the lamp is not on
First, please check if the auto-on option is disabled in the app settings or check if current time is within a time period that is set to disable auto-on function. Second, please check if the lamp is blocked by any object that interferes with the motion monitors. Lastly, if you manually turn off the lights before you sleep, the lamp will switch to Sleep Mode and disable automatic turn-on function. In such case, please manually turn on the lights and the smart lamp will learn you habits and after a period of time, the lamp will be smarter and turn on for you when you get up in the night.
 

Contact ROOME

For customer support, please email us at : info@myroome.com, we are always here to help.