If you are experiencing your PIXIE system not always operating as expected when you use either the PIXIE or PIXIE PLUS apps – you are in the right place.
Its also assumes for the PIXIE PLUS App that your internet connection and in home network infrastructure is in good working order without fault.
Before You Get Started #
Its is important that you are using the most up-to-date software. This includes updating:
- ⇒ Your PIXIE or PIXIE PLUS App – Double check that you have the latest version downloaded.
- ⇒ Your Mobile Devices Operating System – Make sure you are on the latest version
- ⇒ Your PIXIE Devices – Update your PIXIE Devices firmware
If any of these items are out of date, please update and try your system again before proceeding. Updating software can resolve a lot of issues for users.
Here are two support articles to help with Firmware updates.
Start by Checking PIXIE Smart Module Operation #
The best way to check if all PIXIE devices are operating correctly, is to simply press the switch or dimmer on the wall plate, and if the connected light or fan or other device operates as expected then likely your PIXIE smart device is operating correctly.
There are a number of PIXIE booster types – below is the current recommended PIXIE Mesh Booster
- 1. PIXIE Bluetooth Mesh Booster – SGB3/BTAS (View Product) – This device requires a permanent active ( always powered) and can be installed behind a downlight etc. Once installed, scan the PIXIE mesh, add teh device into the PIXIE home and that is all that is required, all configuration has performed automatically thereafter. Again best to place this between the 2 sections in your home where you believe you re experiencing a disconnect, to “knit” the 2 sections together with additional Bluetooth mesh signal repeater.
We have a detailed section in the Troubleshooting Guide which focuses on how to perform signal tests in your home with your PIXIE App to determine if and where you PIXIE Mesh has an issue.
⇒ Download Troubleshooting Guide
What’s not working? #
As there are multiple ways to control a PIXIE smart home its important first to narrow our field of search to identify what is not working.
PIXIE Apps #
PIXIE has two Apps, SAL PIXIE and PIXIE PLUS – both of which are free to download and use without fees. Once the App is downloaded users are given full access to all features.
- – SAL PIXIE is the basic PIXIE App which does not have voice control or out of home control capabilities, and depends completely on Bluetooth Mesh in the home for communication.
- – PIXIE PLUS requires the PIXIE Gateway (SGW3/BTAM) and delivers access to a wide range of voice and cloud assistant services, out of home control and advanced scheduling interface and smart home organisational features like “ROOMS”. The PIXIE Gateway is literally a ‘bridge’ between the internet and the PIXIE Bluetooth Mesh in the home.
SAL PIXIE App
What to look for: One common scenario for solving intermittent operation using the PIXIE App is as follows:
⇒ When in one section of the home, its possible to control and view a few PIXIE devices that are in the local area.
⇒ But, when heading to another area of the home, those devices that were previously visible are no longer available in the App, AND a list of new devices are now visible and controllable, in the local area.
⇒ This is a clear sign that there is a break in the Bluetooth Mesh Radio Signal between those areas.
⇒ Installation of a PIXIE Booster somewhere between these 2 sections of the home will be the first step in solving this issue.
PIXIE PLUS App
(1) What to look for: If you have regular occurrences where devices are reporting in the PIXIE PLUS App as “OFFLINE” or they are ‘Greyed-out” in the devices list, this is representative of a Bluetooth Mesh signal issue which can be solved with boosters.
As the PIXIE PLUS App requires the PIXIE Gateway it is critical that the PIXIE Gateway is:
- ⇒ Installed in an area where it’s 2.4Ghz Wi-Fi transceiver can reach the Wi-Fi Signal in the home ( if you are not using the Ethernet port for connection) and its Bluetooth transceiver can communicate reliably to at least 1 other PIXIE Master device.
- ⇒ Do not install the Gateway in a metal cabinet, server rack or AV rack made from metal
- ⇒ Best to have the PIXIE Gateway installed in an “open air’ environment in the home.
(2) What to look for: Using Scenes (either from the App directly or has part of a voice control command) does not always work but when controlling devices directly and independently from the App, everything works as expected.
- ⇒ First, be sure to follow the PIXIE Gateway installation recommendations above
- ⇒ As the PIXIE Gateway is responsible for transmitting the Scene commands when using PIXIE PLUS, any inconsistencies with Scene Control are more often than not related to a signal issue between the gateway and the Bluetooth Mesh of devices in the home.
- ⇒ When transmitting a Scene Message, PIXIE sends multiple messages rapidly across the PIXIE Bluetooth Mesh network in your home, and hence mesh reliability is the best way to ensure robust, consistent control.
Multifunction Devices ( 2 way , 3 way, Scene Control) #
First you need to be sure your PIXIE Device is a Multifunction controller.
The easiest way to identify a Multifunction Controller is to look to the LED indicator on the device. Assuming no customization of the default operation has been made in your home, the PIXIE Multifunction controller will have a Blue LED indicator on the button at a low light level – and when pressed – will light for about 1-2 seconds to a higher output, and then return to its previous dim level.
(2) What to look for: When pressing 2 way, 3 way switching points or operating Scene switches with a single-tap or double-tap operation to recall scene, operation is not reliable or intermittent.
- ⇒ First be sure you are fully depressing the switch on the wall – Depending on the wall plates used, actuating the PIXIE smart mechanism installed has been reported by some users as different to what they have been used to prior to a PIXIE installation.
- ⇒ If you are confident of a firm press, and the inconsistent operation continues, it is probable that the Bluetooth Mesh in the home, between the problematic device mounted on the wall and the device/s that are not operating reliably.
- ⇒ This can be solved with the installation of PIXIE Boosters between these devices.
Multiway Switches ( 2-way, 3-way) #
First you need to be sure your PIXIE Device is a Multiway Switch.
The easiest way to identify a Multiway Switch is to look to the LED indicator on the device. The PIXIE Multiway switch will have NO LED Indicator lit – and when pressed – will light for about 1-2 seconds to a higher output, and then return to its previous state of no LED indicator lit.
(2) What to look for: When pressing wall plate mounted 2 way or 3 way switches operation is unreliable or intermittent
- ⇒ First be sure you are fully depressing the switch on the wall – Depending on the wall plates used, actuating the PIXIE smart mechanism installed has been reported by some users as different to what they have been used to prior to a PIXIE installation.
- ⇒ If you are confident of a firm press, and the inconsistent operation continues, it is probable that the Bluetooth Mesh in the home, between the problematic device mounted on the wall and the device/s that are not operating reliably.
- ⇒ This can be solved with the installation of PIXIE Boosters between these devices.
There are a number of PIXIE Knowledge based articles to help identify the difference between the Multifunction and Multiway PIXIDE devices:
⇒ https://pixiepartners.com.au/support-docs/my-pixie-2-way-switch-is-not-working-s2wbt/
⇒ https://pixiepartners.com.au/support-docs/whats-the-difference-between-the-smf-bt-and-s2w-bt/
⇒ https://pixiepartners.com.au/support-docs/how-to-do-2-way-control-with-pixie/
Finally this may assist in understanding the fundamentals of PIXIE wireless operation
