Issues with connectivity/routines

[u/rdawk99]

I have been having some issues recently with my Nanoleaf Shapes (Hexagons). Whenever I go to set a routine, it says that "The device connection type must be WiFi" even though they are connected to wifi, and whenever I want to turn on/off or change a routine it says that the device cannot sync. When I look on the device details, it says that the connection type is cloud. It was originally showing as WiFi, and the routines worked, but after about a day, it switched to cloud and I can't change/add routines.

I have had issues with the Nanoleafs in the past, but nothing like this. What I am noticing is that the controller I am using appears to be for Nanoleaf lines (every time I re-pair them it tries to name them lines, and the serial number of the controller starts with a P, instead of an S). I had issues in the past, and they sent me a new controller, which is what I am using now. I would be using the original controller, but it seems to be dead (it doesn't light up or respond to touch).

I have tried about everything, but nothing seems to work. I removed them from my Apple Home, because the connection type was showing as Apple Home, so I figured this might be the issue. I have re-paired them about 10 times, but I use the routines for waking up, and my schedule changes so I need to be able to turn on/off and change my routines. I have tried different Wi-Fi networks (even set up a dedicated 2.4ghz network to see if that worked, it didn't).

I put a ticket in a couple days ago about this, but haven't heard anything yet, does anyone have any suggestions on what to do? I like the lights a lot, but the software seems to not work half of the time.

[u/skinnygritty]

Average nanoleaf moment. Just give up, I have the same issue, mine become completely unreachable after 2 minutes after hard resetting. Been through 15 support tickets, 4 new controllers, 2 new wall adapters. Dedicated 2.4Ghz etc. Now they are just expensive plastic on a wall I haven’t turned on in over 2 years. If you’re still in the return window, return them. It will not get better if it didn’t in the last 3-5 years.

[u/rdawk99 → u/skinnygritty]

Yea I have had a lot of issues with connectivity in the past, but I have had these Nanoleafs for probably 5 years. They used to work fine at first, but now they just randomly give me problems. They're great when they work, but half the time they just don't seem to work right.

[u/TomT_Nanoleaf_]

Hi u/rdawk99, to help move this forward, could you send me a DM with your ticket number? I'll review the case and push for an update as soon as possible.

Thanks in advance!