Contact IKEA Home smart 1 Support

by BionicTechnophobe

I'm having trouble setting up the Trådfri Gateway kit and the app is currently unusable for me.

Everything worked for a couple days after my initial purchase and setup. However, sometime in the past few days the system became unresponsive and subsequent attempts to factory reset the gateway and reconfigure the network have not been successful.

Specifically, when following the instructions to pair a remote with the gateway the app never displays the dialog that the new device has been found nor does the network LED on the gateway flash 4 times as described.

The remotes and bulbs function as expected standalone, without using the gateway and app.

Customer support and troubleshooting have been nearly non-existent. In-app (and App Store) support directs me to the general Ikea customer support page. The Trådfri support page FAQ does not describe this scenario and offers no resolution. Phone support did not have knowledge about this product and directed me to the retail store. The co-workers at the retail store were understanding but mentioned that the product is new and they don't have much experience with it and were unable to solve the issue and offered an exchange.

I'm submitting this review in the hopes that *someone* with a technical background associated with the product and/or app can contact me to help troubleshoot.

by Bye Bye IPhone Camera App

It’s disrespectful to your users. You clearly have issues with your app, and you’re not addressing any of them here, or anywhere. Please respond as human beings. It keeps loosing contact with HomeKit. The only way to reconnect is to reset the whole system and re-pair every unit one by one, twice. Once for TRÅDFRI and once for HomeKit. With 20 units it’s not fun the twentieth time around. If power fails, get ready to reset and start reconnecting, naming lamps and making groups. As a stand-alone app, it’s just not usable as a system with more than one room. Is there any plans on making anything close to HomeKit features natively? Like an on/off switch for leaving the house? Or scenes for all rooms at once? There is new hardware coming out, but no innovation with the app since it was released. What the heck is going on over there? Has IKEA left the software to bare minimum maintenance? Are there any plans at all?

by Moses Moke

In response to the one I recieved-

What exactly is the issue? Like I stated, every time there is an update, something looses connection; bulbs, remotes, sensors, stops communicating with HomeKit... Sometimes a restart fixes it, sometimes I need to re-pair the device. Maybe take more time with the updates to be sure they won't break whats already working.

"Hej! We are sorry to read this. Updates should give you the feeling of improvement, but we understand that e.g. necessary gateway restarts after an update, things can happen. With the recent update we have introduced a hot fix for ongoing connectivity problems between app and gateway. While this has brought some relief to users, we understand that there is still some way to go. Would you like to share what exactly is not working anymore? /IKEA Home smart"