LED not indicating pairing mode QR code scan fails Plug not found by controller

Factory reset - Press and hold the button for 10 seconds until LED blinks rapidly. WiFi requirement - Plugs need 2.4GHz WiFi network for Matter over WiFi. Bluetooth pairing - Enable Bluetooth on phone for initial Matter setup. Matter code - Use QR code on plug or packaging. Manual entry: 11-digit code. Same network - Phone and Matter controller must be on same network as plug.

Intermittent connectivity Plug offline after rain WiFi signal weak outdoors

Verify IP rating - Outdoor plug is weather-resistant but should be in covered location. WiFi range - 2.4GHz has better range. Consider outdoor access point if needed. Check seal - Ensure plug cover is properly closed when devices are plugged in. Seasonal issues - Extreme cold or heat may affect performance temporarily.

Strip won't turn on Colors wrong or limited Only part of strip lights up

Power supply - Verify power adapter is connected and outlet is working. Reset strip - Unplug power for 30 seconds, then replug and pair again. Color via Matter - Full color control available through Matter. Check controller compatibility. LED failure - If only section fails, strip may have damaged LEDs. Check for physical damage. Length limits - Don't exceed maximum extension length. Longer strips need additional power.

Energy data not showing Usage reports inaccurate

Check model - Not all Cync plugs have energy monitoring. Verify your model's features. Cync app - Energy data may only be available in the Cync app, not through Matter. Allow calibration - Wait 24 hours for accurate energy readings after setup.

Cync Matter Plugs and Light Strips Not Connecting

Cync Matter-enabled smart plugs (indoor and outdoor) and light strips work with all Matter controllers. This guide addresses pairing, control, and feature issues.

Plug Not Connecting

Symptoms

LED not indicating pairing mode
QR code scan fails
Plug not found by controller

Solutions

Factory reset - Press and hold the button for 10 seconds until LED blinks rapidly.
WiFi requirement - Plugs need 2.4GHz WiFi network for Matter over WiFi.
Bluetooth pairing - Enable Bluetooth on phone for initial Matter setup.
Matter code - Use QR code on plug or packaging. Manual entry: 11-digit code.
Same network - Phone and Matter controller must be on same network as plug.

Outdoor Plug Weather Issues

Symptoms

Intermittent connectivity
Plug offline after rain
WiFi signal weak outdoors

Solutions

Verify IP rating - Outdoor plug is weather-resistant but should be in covered location.
WiFi range - 2.4GHz has better range. Consider outdoor access point if needed.
Check seal - Ensure plug cover is properly closed when devices are plugged in.
Seasonal issues - Extreme cold or heat may affect performance temporarily.

Light Strip Not Responding

Symptoms

Strip won't turn on
Colors wrong or limited
Only part of strip lights up

Solutions

Power supply - Verify power adapter is connected and outlet is working.
Reset strip - Unplug power for 30 seconds, then replug and pair again.
Color via Matter - Full color control available through Matter. Check controller compatibility.
LED failure - If only section fails, strip may have damaged LEDs. Check for physical damage.
Length limits - Don't exceed maximum extension length. Longer strips need additional power.

Energy Monitoring (If Applicable)

Symptoms

Energy data not showing
Usage reports inaccurate

Solutions

Check model - Not all Cync plugs have energy monitoring. Verify your model's features.
Cync app - Energy data may only be available in the Cync app, not through Matter.
Allow calibration - Wait 24 hours for accurate energy readings after setup.