connection issues
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When ever I try to connect one of my lights it does all the right steps I need to it makes me connect to the TP-link light strip network then makes me connect to the network I want to use after it does that it starts to try to connect after 30 seconds the light goes white instead of flashing orange and green and when I look at the connection it says that it has no internet connection even though the connection to the internet is strong then after a few more minutes it says it wasn't able to connect, but then it still shows up in my devices, but I am not able to put in a group, but I am still able to use it as regular I am able to turn it on and off change the colors or pattern, but after I reload the app it says it is offline and i am not able to use it, and it doesn't show up under my room name I really need help because I don't just want it to be sitting there and me not be able to use it
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Hello @astrojedi22
Thank you, I received the log file and shared the log with the team.
To better assist with your case, we escalate your case TKID221222326 to the senior engineers, kindly wait for the update from the support email.
Feel free to let the community know how it goes later~
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@Solla-topee i accepted you share request through email so it should work please again let me know if it doesnt
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Hi @astrojedi22
I noticed that our engineer shared you an app via support email, TKID221222326.
Feel free to let us know if this works for you via that support email. Thank you!
Have a good day~
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@Solla-topee thank you for the response. if you could tell me what email it went to because i am not seeing a email from that support email
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Hi @astrojedi22
Oh, the email is with TKID221222326 in the title, you may check the spam if it does not show up.
Btw, I also share the email content with you via PM (click you profile on the right top of the community window to check the PM)
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@Solla-topee thank you for the response I have sent the logs of the same problem in the new beta test of the app I sent the logs to sohoiapp@hotmail.com email in the app
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Hello @astrojedi22
That does not seem to an email from TP-Link, can you do us a favor to forward the log to us to my personal email or reply to the email titled with TKID221222326
I will share you my email by PM
Thank you very much!
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@Solla-topee I have emailed the file attached to what is I believe your personal email
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Hello @astrojedi22
Thank you for your waiting, I received the new log and has been shared with the team for investigation (still in process)
May I know when did you purchase the light strip if the device has been worked fine for a few months, we'd love to start the RMA process and replace the unit for you first.
I share you the RMA steps via support email TKID221222326, please check if you receive my email, thank you~
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@Solla-topee Thank you for the response I got it about 1–2 years ago (not sure of exact time frame) I am not sure if had been working fine for the last few months because i hadn't used it
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