Your questions - our answers

STEINEL Connect App

Do you have a question about the STEINEL Connect App? We offer STEINEL Connect App help in the form of Quick Start Guide, User Guide, FAQ and Customer Service to help you install and use your camera light and app. We have a quick overview of the basic functions of the camera light in the User Guide and provide detailed information on installation, configuration and use in our Quick Start Guide. If you have more questions, you can find answers to frequently asked questions in our FAQs. If your question still could not be answered, contact our customer service for individual support.



Instruction manual Installationsguide Customer service

Fault: Data in the queue cannot be transferred.

If there are difficulties in sending data to the luminaires and you want to ensure a smooth connection with the WLAN network, there are several measures available:

First, you should go to the group to which the data must be sent. There it is possible to reconnect the affected lights to the network and rewrite the data. If necessary, one can press the "repeat" option on the corresponding app platform to ensure that the data is transmitted correctly.

If the problem only occurs with isolated luminaires and the data cannot be written properly there, it is recommended to remove these specific luminaires from the network. This can be done by resetting the affected luminaires to the factory settings, after which they can be added to the network again. This process eliminates possible configuration errors and the lights can be integrated into the WLAN network again.

Fault: I cannot load the network to the cloud.

The following measures can be taken to eliminate possible problems with the connection of luminaires and to ensure smooth integration into the network:

First, a firmware update should be performed on the reset luminaire. Often, firmware updates can include important bug fixes and improvements that optimize luminaire stability and performance. Updating the firmware ensures that the fixture has the latest software version and resolves any compatibility issues.

If the problem persists, it may be helpful to remove the "dummy" fixture from the network. A dummy luminaire is often a test luminaire or a temporary unit that may inadvertently remain on the network. Removing this dummy luminaire from the network can eliminate potential conflicts and interference. The luminaire can then be added back to the network or appropriate group to ensure that it is properly integrated into the system.

Fault: I cannot load the network to the cloud.

Two different scenarios can occur in a network after a power failure:

The first scenario is that the time falls back to a predefined default value after the power failure, for example to Wednesday at 09:15. This occurs when the affected devices or products do not have an internal battery or real-time clock (RTC) to maintain the time during the power outage.

In the second scenario, the time continues to run after the power failure from the time the failure occurred. However, this feature is only supported by the latest firmware, which is currently being rolled out sequentially for all products. For the R-Series and 5100/5150-Series, this feature is available in version 1.4.

The time is automatically corrected as soon as a smartphone or tablet connects to the network.

If the "Timemaster" of a network (1 product per network) was not affected by the power failure, the "Timemaster" automatically retransmits the correct time to the network.

Fault: Individual products do not switch with the group or cannot be found.

One possible cause of problems when installing WLAN access points and luminaires could be that the luminaires in question are already part of another WLAN network. If luminaires are already connected to another access point or control unit, this can lead to conflicts if they are to be integrated into a new WLAN network again.

To resolve potential problems with luminaires that were already integrated into another WLAN network and to ensure smooth integration into a new WLAN network, the following measures can be taken:

First, the power supply to the affected luminaires should be interrupted for about 10 seconds. This can be done by switching off the corresponding fuse. This temporary shutdown disconnects the luminaires from the power source and releases all previous connections to the old WLAN network.

The next step should be to reset the lights to their factory settings. This process can be done in the app by selecting the "more" section or similar option responsible for the luminaire configuration. The reset process will delete all previous configurations and network connections.

Fault: I cannot load the network to the cloud.

To solve possible problems with data transfer to the cloud and ensure that the network is working smoothly, the following measures can be taken:

First, check the Internet connection, as an interrupted or unstable connection can lead to data transfer problems. Make sure that the device responsible for connecting to the cloud service is properly connected to the Internet.

Once a stable Internet connection is restored, the network should be uploaded to the cloud. This will save all current configurations and data to the cloud to ensure secure and reliable synchronization between connected devices.

If the network icon is highlighted with a gray cloud, this indicates that there is still unsent data in the queue. In such a case, this data must be successfully transmitted before the network is reloaded into the cloud. It is important to ensure that all information is transmitted properly and completely to avoid possible errors or inconsistencies.

Fault: My luminaire / groups of luminaires no longer switch off.

There are several possible causes for faulty switching in a system, especially when it comes to electronic circuits or sensors. Two common factors that can lead to faulty switching are vibrations and WLAN access points.

Vibrations can occur in a variety of situations, such as from moving cars, running fans, or water pipes in the environment. These mechanical vibrations can disturb sensitive electronic components and lead to unwanted faults. Electrical connections can become loose, components could be damaged, or signals could become jumbled, resulting in degraded circuit performance.

Another possible cause of faulty circuits can be caused by WLAN access points. These wireless network devices operate in the radio frequency range and can emit signals that can interfere with other electronic components, such as RF sensors. If the frequencies of the WLAN access points are close to those of the sensor, interference can occur, resulting in inaccurate or unreliable measurements.

To effectively address potential problems that may be caused by factors such as vibrations and WLAN access points, various measures are available:

One of the options is to reduce the range of the sensors. By specifically limiting the detection range, external interference such as vibrations or wireless signals can be mitigated to a certain extent. This can be achieved by adjusting the sensor sensitivity or by using special shielding. This reduces the susceptibility of the sensors to unwanted influences.

In certain situations, it may also be advisable to temporarily disable the sensors if necessary. This may be the case, for example, in sensitive environments where interference could have critical effects. By specifically switching off or temporarily disabling the sensor function, potential sources of error can be eliminated. However, it is important to weigh this carefully, as disabling sensors can affect the functionality of the system. It should only be carried out if it is really necessary, and the effects on the overall system should be taken into account.

What should be considered when installing/mounting the products?

When installing WLAN access points in a building or a specific environment, various guidelines and recommendations should be taken into account to ensure the smooth and efficient functioning of the wireless network.

First, it is important to maintain a minimum distance of 2 meters between each WLAN access point. This distance helps minimize interference and signal overlap, which in turn leads to improved WLAN coverage and a stable connection.

Furthermore, the luminaires should not be encircled by metallic objects. Ventilation ducts in underground garages are a typical example. Metallic barriers can interfere with radio signals and reduce the range of WLAN access points. Therefore, these barriers should be avoided to ensure optimal performance.

It is also recommended that networks should not exceed a certain size. It is advisable that a single network should not be larger than 100 fixtures. Limiting the size of the network helps to make management and data throughput more efficient and to avoid possible congestion.

Another aspect that should be considered is the demarcation of a network by metallic walls or rolling gates. Metallic obstacles can significantly impair the propagation of radio signals and lead to connection problems. It is therefore important to avoid such physical barriers and, if necessary, to adjust the positioning of WLAN access points accordingly to ensure optimum signal coverage.

In summary, it is of great importance to take the above guidelines into account in order to ensure a stable and reliable WLAN network that meets the requirements of users and enables efficient communication.

In which profile do the products continue to run after a power failure?

After a power failure, the products restart in the last selected profile.

From the next automatic "time block change", the system switches back to the desired profile.