Contact Philips Hue Sync Support

by Stephen.Traé

I just received my hue sync box today and I was pretty excited to finally get it! Especially with the next gen consoles coming out in less than a week. However, I was having a lot of issues trying to get the box to connect. After holding the power button on until it flashed green, I would consistently get a red light. When I clicked on the I need help option, it just took me to settings (which was not very helpful at all). I scoured through Reddit,Youtube and Google and I couldn’t find anything. I kept trying to connect the sync box for about an hour or so until I called customer service. I got a hold of them and they told me they would call me back whenever they could figure it out why this issue happening but something told me factory reset the sync box (for the 100th time) and delete/re-install the app. Once I did that. Everything went well!
Hopefully this helps anyone else who is having issues similar to this. As for the developers of this app, I hope you guys look further into this issue and I hope I gave you guys a sufficient amount of information regarding the issue.

*Update* It stopped working again. Don’t bother purchasing this device. Return it while you can. Total waste of money.

by Lens•Sei

I’ve had the sync box for about 4-5 days now and it’s great when it actually works and is consistent. I usually have issues where the sync box will connect and I’ll be playing video games or watching a movie for about 15-20 minutes then I notice that the lights behind my TV are not changing when the colors and the picture change on the screen. When I go into the Sync app it’s says connecting and stays like that for a while. Sooner or later it will tell you to turn on Bluetooth in your settings under the application which is always on and I would have to toggle it off and back on and close the app and reopen it until the app is able to connect back. I usually have to do this maybe twice a day and then it works fine. WTH this shouldn’t be doing this at all especially after all the money you’re spending on each bulb, light bar, light strip plus the sync box. The sync box alone is almost $300. Something like this shouldn’t be disconnecting on its own like that and then you have to wait 2 years and try 115 times for it to reconnect. It’s a great idea and has so much potential but the connection is so bad it makes me want to return it.

by Reaper 0118

I love the hue lights. Despite the price I love them and put them everywhere around my house. So when I heard about the hue play I thought it would be an awesome addition. I bought it, set up was easy and simple, started playing the Xbox and the light sync was great! But that’s the end of the good news....

In the era of smart TV’s and Bluetooth this device requires that you plug in an HDMI to be able to sync your lights to your various media. Which means that if your smart tv is what you use for all your streaming services, your lights WILL NOT sync. So if you want your lights to sync to movies and music, everything has to be done through your gaming platform, PC, firestick, or other device. Seems like a major design flaw. Even after switching my sound bar to play music from my phone, and plugging the HDMI into the play box it told me that there was “No HDMI input detected” so I couldn’t even sync music from a sound bar which was beyond infuriating.

For the price, I would also expect this device to control Multiple devices from two or three different TV’s in a house but that’s not the case. Instead you have to buy a box for each TV or move the box from one tv or PC to the next.

The device is cool, but basically a cash grab when you consider its many flaws. The one star reviews on here should speak for itself. Apparently my quick and easy set up is a rarity. Don’t buy. Get it together Phillips.