General App Troubleshooting

If you're having trouble with the Lumin app, we recommend trying the troubleshooting tips below. Check if the problem is resolved after completing a step. If not, try the next step.

  1. Log out of the Lumin app and then back in.
  2. Close the Lumin app, then reopen it.
    • On mobile devices: The app should be fully exited and closed (i.e., not running in the background).
    • On computers: Clear the web browser's cache and cookies.
  3. Perform a power cycle on your device.
  4. Check for Lumin app updates and update it if possible.
  5. Turn your device's WiFi off and then back on.
  6. Reset the app data.
  7. Uninstall and reinstall the Lumin app.



Downloading the Correct Lumin App

If you downloaded a Lumin app that does not have options to sync with your Lumin Smart Panel, then it is likely that you downloaded an app with a similar name unrelated to our Lumin app or products.


Typing "Lumin Smart" into the search bar of an app store should result in our app appearing as the first search result. The correct Lumin app can be identified using the icon to the side.The Lumin app icon. It has a white background, with the black text “in”. The “I” does not have a dot over it. Above the “in” is a yellow-orange “roof”, making the combined text and design elements look like a house.


Typing "Lumin" or a misspelled version into the search bar of an app store will potentially cause our app to appear lower in the search results or not appear at all.


To locate and install our Lumin app on your mobile device:

1. Open the app store of your mobile device.
  • Android: Google Play Store
  • iOS (Apple): App Store

2. Type "Lumin Smart" into the search bar and run a search.

3. Select and install the Lumin app.
The Lumin app listing in the Apple App Store.



Lumin App Compatibility Requirements

A mobile device must meet the minimum requirements to download and run the Lumin app. The Lumin app is available on Android and iOS (Apple) mobile devices via the Google Play Store and App Store. A web version of the Lumin app is available via web browsers for computers.


Android Minimum Requirements

Device Types: Phones and tablets

Required OS Version: 5.1 or later


iOS (Apple) Minimum Requirements:

Device Types: iPhones and iPads

Required iOS Version: 12.0 or later


Computer Minimum Requirements:

Device Types: PC and Mac desktops and laptops

Requirements: Stable internet connection and web browser


If your mobile device doesn't meet the minimum requirements, you can:


Check for System Updates

You may be able to update the system of your mobile device to meet the minimum requirements. System updates can typically be checked in the Settings app of a mobile device.


Android: To check the OS of your mobile device, open the Settings app > About Phone or About Device > Android Version. To update the OS of your Android device, open the Settings app > Software Update, and follow the steps to update the software if a software update is available.


iOS (Apple): To check the iOS of your Apple mobile device, open the Settings app > General > About. To update the iOS, open the Settings app > General > Software Update, select the software update option (if one is available), and follow the update steps. If more than one software update is available, choose the one you want to install.


If no system updates are available to make the mobile device meet or exceed the minimum requirements, then the device will not be able to use the Lumin app.


Try Other Devices or the Web App

If you have other mobile devices available, we recommend downloading the Lumin app on those instead. See if system updates are available should compatibility issues occur.


Computers can also be used to access the web version of the Lumin app. To access the Lumin web app, visit www.luminsmart.com and select App Login or go to app.luminsmart.com.



Firewall Issues

If you are having trouble connecting your Lumin Smart Panel to your home's WiFi network, the problem may be due to a homeowner or internet service provider configured firewall setting.


Firewall Requirements

The following ports must be opened to allow outbound traffic:

  • 443-449
  • 50000-60000


If you continue to experience issues connecting your Lumin Smart Panel to the home's WiFi network, contact Lumin Customer Support.


Other Potential Connection Issues

Note that there may be other issues causing the connection problem, including:

  • The Lumin Smart Panel is in Setup Mode.
    • The blue and green LEDs on the side of the Lumin Smart Panel should be blinking during the initial setup only. If both lights are blinking after the Lumin Smart Panel has been set up, follow the procedure in this article:
  • The home's WiFi network is not 2.4 GHz.
    • 2.4 GHz is required.
  • Not being connected to the home's WiFi network.
  • The network signal is not strong enough.
  • The Lumin Smart Panel WiFi antenna is not installed or is damaged.


Other causes of connectivity issues can be diagnosed by contacting Lumin Customer Support.



App Updates

We recommend using the latest version of the Lumin app to ensure that you have the most recent features and bug fixes. Depending on your mobile device's settings, updating the Lumin app may be done automatically or require manual input.



Reset App Data

Resetting the Lumin app's data may resolve app issues. To reset app data, open the Lumin app > Menu > App Settings, press the three vertical dots in the upper right corner, and then select Reset App Data.



Uninstalling and Reinstalling the Lumin App

Uninstalling and reinstalling the Lumin app may resolve app issues. It also ensures that you're using the latest app version. The steps to uninstall and reinstall vary depending on the mobile device used.The Lumin mobile app icon. It has a white background, the text “in” in black, and a yellow-orange “roof” above the text. The combined elements look like a house.


Android

To uninstall and reinstall the Lumin app:

  1. Open the Google Play Store.
  2. Select the Profile icon in the top right corner.
  3. Tap Manage apps & devices > Manage.
  4. Select Lumin.
  5. Tap Uninstall.
  6. Search for "Lumin Smart".
  7. Select and reinstall the Lumin app.


iOS (Apple)

To uninstall and reinstall the Lumin app:

  1. Tap and hold the Lumin app on the Home screen of your device.
  2. Select Remove App from the options.
  3. Open the App Store.
  4. Search for "Lumin Smart".
  5. Select and reinstall the Lumin app.



Local Connectivity Issues

If a mobile device will not locally connect to a Lumin Smart Panel in the Lumin app, we recommend turning the device off and then back on. This action should reset the network conditions and resolve the local connectivity issue. If the local connectivity issue persists, contact Lumin Customer Support.



Duplicated Circuit Tiles for a Single Circuit in the Lumin App

If a single circuit is duplicated in the Lumin app, we recommend uninstalling and reinstalling the app.


If the issue persists after uninstalling and reinstalling the app, it is likely due to being a Lumin user on multiple Lumin locations that have the same Lumin Smart Panel. This can be resolved by removing the user from the extra location(s).


Example

If someone is a user of three locations with the same Lumin Smart Panel, they would see three circuit tiles for a single circuit in the Lumin app. Removing themselves as a user from the two extra locations will cause the two extra circuit tiles to disappear.


For more information on removing a user from a Lumin location, see:



Password Reset

If you forgot or want to change the password for your Lumin account, you can reset it.


Reset a Password - Not Logged In Method

  1. Open the Lumin app and select Forgot Password.
  2. Enter the email address associated with your account and select Send Instructions.
  3. Check your email for the password reset instructions and follow them to reset your password.


Reset a Password - Logged In Method

  1. Go to Menu > Account Settings > Reset Password and select Reset Password.
  2. Check your email for the password reset instructions and follow them to reset your password.


Unable to Reset a Password

Considerations:

  • Ensure that the correct email address is entered.
  • It may take a few minutes to receive the password reset email.
  • Check your junk and spam folders.


If you did not receive the password reset email or forgot the email address associated with your Lumin account, contact Lumin Customer Support.


www.luminsmart.com