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Wi-Fi FAQ

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Pairing

  • HOW ARE DEVICES PLACED INTO PAIRING MODE?

    The indicator LED flashes quickly when devices are in pairing mode.

    Not connected to a network

    • Disconnect power to the device.
    • Supply power to automatically activate pairing mode.

    Connected to a network

    • Plug-in devices – press programming button for five seconds.
    • Surge protector – press programming button for five seconds.
    • In-line lighting module – press programming button for five seconds.
    • Under cabinet lighting – press the power button six times within five seconds. On the sixth press, hold the button for five seconds.
    • In-app option – “remove devices” function automatically places any device into pairing mode.

  • WHAT CAN I DO IF MY DEVICE WON’T CONNECT?

    • Enable Bluetooth – the app uses Bluetooth to discover and transfer network information directly to the device.
    • Confirm pairing mode – the indicator LED flashes quickly when in pairing mode.
    • Verify 2.4GHz network – Wi-Fi devices require a 2.4GHz wireless network.
    • Test Wi-Fi strength – tap the “test Wi-Fi connection” button near the smart device to confirm the signal is strong enough to support pairing.

In-App Functions

  • WHY DOES THE APP NEED MY PHONE’S LOCATION?

    Location is used for several features, including:
    • Bluetooth pairing for Android devices.
    • Sunset/sunrise scheduling.
    • Automations when leaving and arriving home (geofencing).
    • Weather information.

  • WHY DOES THE APP NEED ACCESS TO THE PHONE’S CAMERA?

    The phone’s camera or photo album is used to personalize device and group images.

  • WHAT ARE THE BENEFITS OF ENABLING BLUETOOTH?

    •  Hassle-free pairing through Bluetooth scanning.
    • Accommodates the latest dual- and tri-band routers.
    • Automatically discovers devices and transfers required 2.4GHz network information.
    • Supports potential feature developments.

  • ARE MULTIPLE HOMES ALLOWED FOR ONE ACCOUNT?

    Yes. Follow steps for “How do I create a home?” below.

  • HOW DO I CREATE A HOME?

    From the app’s home screen:

    • Select support.
    • Tap home management.
    • Press create a home.
    • Enter name for your home.
    • Allow app to determine your home location or manually adjust map (location permission required).
    • Press OK.
    • Select or add rooms for the location.
    • Tap save.

  • HOW DO I CREATE A GROUP?

    • Select the group icon on the home screen.
    • Type a name for the group.
    • Add an image – camera/album permission required.
    • Select similar device types – all ON/OFF or dimming devices.
    • Assign presets, custom schedules and countdown as you would for individual devices.
    • Simultaneous remote ON/OFF operation of grouped devices is also supported.

  • HOW DO I KNOW WHICH DEVICES ARE IN A GROUP?

    • Select the group icon on the home screen.
    • Tap desired group.
    • Select the edit icon in the upper right corner of the screen.
    • Press group device.
    • Check marks indicate which devices are in the group.

Devices

  • WHAT SHOULD I DO IF MY LAMP WON’T TURN ON/OFF EVEN IF THE SMART PLUG IS CONNECTED TO THE APP?

    •  Verify the light bulb is working.
    • Test the lamp directly in an outlet.
    • Confirm the lamp’s power switch is in the ON position.

  • HOW MANY PRODUCTS CAN BE ADDED AND CONTROLLED BY THE APP?

    There is no limit.

  • DO THESE SMART DEVICES SUPPORT IFTTT?

    These products have not been certified by IFTTT.

  • CAN THE DEVICES BE CONTROLLED BY MULTIPLE PHONES?

    You can share your home or individual devices. Any changes made by one user will be seen on all members on the account.

    Home sharing

    • Download the app and create a unique account on a separate mobile device.
    • In the original account, access the support page.
    • Tap home management.
    • Select the desired home.
    • Press add member.
    • Chose a sharing method.

    Device sharing

    • Download the app and create a unique account on a separate mobile device.
    • In the original account, tap the desired smart device.
    • Press the edit icon in the upper right corner of the screen.
    • Select share device.
    • Tap add sharing.
    • Click confirm.
    • Type the account name of the invitation recipient.
    • Press done.

  • ARE SETTINGS RETAINED IF POWER IS DISCONNECTED?

    Yes, settings are stored in the event of power surges, tripped breakers, etc.

  • CAN DEVICES BE CONTROLLED IF THE INTERNET IS NOT WORKING?

    Provided the router is working, devices can be controlled even if your Wi-Fi is down.

  • WILL PROGRAMS FUNCTION IF THE INTERNET ISN’T WORKING?

    Yes, schedules are retained and devices operate as programmed even if your Wi-Fi network is not working.

Smart Speakers

  • HOW DO I CONNECT MY DEVICES TO AMAZON ALEXA OR GOOGLE ASSISTANT?

    • Open the support tab.
    • Select “Connect to Amazon Alexa” or “Connect to Google Home.”
    • Follow the in-app instructions.

  • CAN AMAZON ALEXA OR GOOGLE ASSISTANT SET SCHEDULES IN THE APP?

    Google Assistant does not have timer function. Amazon Alexa allows operations, such as “turn on bedroom light 10 minutes later” through the routines function. Contact Alexa support for assistance with the routines feature.

  • WHY WON’T THE APP’S GROUPS TURN ON/OFF WITH AMAZON ALEXA OR GOOGLE ASSISTANT?

    Only groups created in Amazon Alexa and Google Home software are recognized by the smart speakers.

  • CAN MULTIPLE PRODUCTS WORK WITH A SMART SPEAKER?

    Yes, Amazon Alexa and Google Home support multiple devices. When setting up devices in the app, ensure each product has a unique name. The smart speaker uses this name when discovering devices.

WI-FI/Mobile Device Setup

  • HOW DO I RESET MY ROUTER?

     The process to reset routers varies based on router provider, model and more. For specific information about resetting your router, contact your router provider.

  • HOW DO I FIND MY WI-FI PASSWORD?

    Default Wi-Fi passwords can often be found on the router. If you do not know or cannot find your password, contact your router provider.

  • WHY ISN’T MY TABLET FINDING THE APP?

    Change your tablets settings to search for phone apps instead of tablet apps.

myTouchSmart Wi-Fi FAQs

  • Where do I find my Wi-Fi password?

    If you have not altered your password, it is likely somewhere on your Wi-Fi router. It is often preceded by one of the following terms: password, WPA key, WPA2, security key, security code, WEP key, passphrase or network key. If you do not know or can’t find your Wi-Fi router password, contact your internet provider for further assistance.

  • How do I reset my Wi-Fi router?

    Contact your internet provider for this information.

  • If I can’t find this app on a tablet/iPad, what do I do?

    Change the tablet’s settings to search for phone applications instead of tablet/iPad applications.

  • What must I do to connect a device if I have two routers?

    The router with the least interference from the location where you initially pair the Wi-Fi device will be the router it uses until your Wi-Fi device is reset.

  • Why isn’t my device connecting to the app?

    Some common solutions include: moving the Wi-Fi device closer to your router, resetting the device, pairing the device again or verifying you are using a 2.4 GHz network.

  • How do I reset my device?

    Press the manual ON/OFF button until the device begins to blink rapidly – about 10 seconds.

  • How do I add a device? How do I add a device?

    Press the blinking blue myTS button on the front of the device for 10 seconds until the light blinks slowly to reset the device. Wait for it to rapidly blink to try searching. You may also be too far from your router. Move the device closer to your router to set it up in the app. Once connected, you can move the device to the desired location.

  • How does the device page function?

    You can remotely control, edit names and pictures, and set multiple timer programs for devices.

  • How do I know which programs are set?

    Groups in gray indicate inactive programs while blue groups indicate active programs.

  • How do I get my app to discover devices?

    Connect to a 2.4GHz network. Make sure the correct WiFi SSID is listed for your router. Enter the Wi-Fi password so you can add the device later. If the above is correct and your device is still not discovered, try searching again.

  • How does the group page function?

    You can remotely control, edit names and pictures, and set multiple timer programs for grouped devices.

  • How do I know which devices are in groups?

    The colored bar on the far left of the device listed in the app indicates it is part of a group. If there is no colored bar, it is not part of a group. Groups are identified by different bar colors.

  • Why won't my groups turn on with Amazon Alexa or Google Home?

    Google Home and Amazon Alexa only recognize groups created within their own software.

  • My Wi-Fi smart plug is connected to my app, but my lamp won’t turn on and off with the app.

    Verify your light bulb is working. Unplug your smart plug from the outlet and unplug your lamp from the plug. Connect your lamp directly to the wall outlet. If it does not immediately turn on, make sure your lamp’s switch is in the ON position. If the lamp is turned on and still does not illuminate, replace the light bulb. If your lamp turns on, leave the switch in the ON position and unplug the lamp from the outlet. Plug the smart device into the outlet, connect your lamp again, and test your Wi-Fi plug.

  • How do I connect my devices to Amazon Alexa?

    Open the Alexa app, go to the menu and select ”Skills & Games.” Find the “MYTS” skill and click “Enable.” Follow the on-screen instructions to complete the linking process. Ask Alexa to discover your device by saying, ”Discover my devices,” or select ”Add Device” in the smart home section of the Alexa app. For more information, visit this support page.

  • How do I connect my devices to Google Home?

    Connect your mobile device or tablet to the same Wi-Fi as your Google Home device. Open the Google Home app. Verify the Google account listed is the one linked to Google Home. Tap “Add” followed by ”Setup Device.” Under “works with Google,” search for ”MYTS,” tap the type of device you want to connect and follow the on-screen prompts. When pairing is complete, tap “Done.” For more information, visit this support page.

  • What is the system requirement for myTouchSmart app?

    The myTouchSmart app requires iOS10.0 or above or Android 6.0 or above. It is not compatible with Windows phones. Your smartphone or tablet must be connected to the internet to use the app.

  • How do I contact myTouchSmart?

    Call 1-800-654-8483 between 7:00AM-8:00PM Central Time, Monday-Friday or visit www.mytouchsmart.com.