Resident troubleshooting guide

Hub Troubleshooting

Having trouble with your smart hub? Let's get it back online.

Smart Hub Diagram

1. Check the Basics

Internet: Is your internet working? Your hub needs it to connect. (Note: Ambient does not provide your internet service).
Power & Connection: Is the hub plugged in? Make sure you're using the correct power cable and that it's connected securely to both a power outlet and your internet router via an ethernet cable.
Lights: Are there any lights on the hub? Note their color.

Video Walkthrough

2. Try a Reboot

A simple restart can often solve the problem.

Find the small, recessed restart button next to the power port.
Use a paper clip to gently press and release the button.
Wait about 5 minutes for the hub to restart. The lights will cycle on and off, and it's ready when all the lights are solid.

Video Walkthrough

Still Offline?

If the reboot doesn't work, please contact Ambient Support. To help us solve the issue faster, please have these photos ready:

A picture of the hub's lights.
A photo showing the power cord connected to the hub and the outlet.
A photo showing the ethernet cord connected to the hub and your router.
A clear picture of the serial number on the back of the hub.

Smart Lock Troubleshooting

If your smart lock isn't working as expected, try these simple checks.

Manual Check: Can you lock and unlock the door smoothly with the thumbturn on the inside or with your physical key?
Door Codes: Can you create a new door code in the Ambient app? If you can, does that new code work on the keypad?
App Control: Does the lock respond when you tap the lock/unlock button in the app? Is your app updated?
Keypad Lights: Does the keypad light up when you touch it? If not, it might be time to change the batteries. When were they last replaced?
Lights & Sounds: Do you see any flashing lights or hear unusual beeps? This could be a low battery warning. We recommend replacing the batteries every 6 months.

Still Having Issues?

Please contact Ambient Support with the following screenshots:

Your home page in the Ambient app.
The door code creation page in the app.
Any error messages you've received.

Doorbell Troubleshooting

Let's get your smart doorbell paired and working correctly.

1. Check the Light

Look at the circular light on the doorbell. What color is it?

If the light is Orange, it's ready to pair! Follow these tips for a smooth setup:
- Connect to 2.4 GHz Wi-Fi: When pairing, make sure your phone is connected to your 2.4 GHz Wi-Fi network. Avoid using a 5G network during the initial setup. Most residential Wi-Fi routers and access points that support 5GHz Wi-Fi also support 2.4GHz Wi-Fi.
- Phone Case: Remove your phone case. Some materials can interfere with the pairing signal.
- Positioning is Key: During pairing, you'll need to hold your phone directly against the doorbell symbol on the device. The NFC chip in your phone (usually on the back, near the camera) needs to be close to this symbol to connect.
If the light is not orange, please contact your property staff to reset the doorbell.

2. Be Patient After Pairing

After a successful pairing, the doorbell may need 5-10 minutes to finish updating on our end. Please wait a few minutes before you try ringing it or viewing the camera.

Still Can't Pair?

If you're still having trouble, please contact Ambient Support with the following:

Screenshots: Any error messages you see.
Screen Recording: A quick video of what happens when you try to pair the doorbell.
Photos: A clear picture of the two LED lights on the front of the doorbell.
Device Details: Your phone model and software version (e.g., iPhone 15, iOS 17.4).
App Version: The version of the Ambient Home app you are using.

Thermostat Troubleshooting

If your smart thermostat isn't cooperating, here are a few things to check.

Manual Control: Can you adjust the temperature directly on the thermostat unit itself?
- If not, please contact your property staff.
App Control: Does the thermostat respond when you change the temperature or mode (Heat/Cool/Auto) in the Ambient app? Is your app updated?
Error Messages: Are there any error codes or flashing icons on the thermostat's screen?

Note: Your property may set safety temperatures to prevent the heat or AC from being set to extreme levels.

Need More Help?

If it's still not working, please contact Ambient Support with these photos:

A picture of your physical thermostat's screen.
A screenshot of your home page in the Ambient app.
A screenshot of any error messages you're seeing.

Smart Switch Troubleshooting

If your smart light switches aren't responding, try these steps.

Manual Control: Does the light turn on and off when you use the physical wall switch?
- If not, please contact your property staff.
Check the Bulbs: When did you last replace the light bulbs? Please note if they are dimmable or non-dimmable LEDs.
Power Check: Did you recently have a power outage or flip any circuit breakers?
App Control: Does the light respond when you tap the switch icon in the Ambient app? Is your app updated?

Still Not Working?

Please contact Ambient Support with these photos:

A picture of the physical light switch.
A screenshot of your home page in the Ambient app.
A screenshot of any error messages you see.

Amenity Access (PDK) Troubleshooting

Can't access community amenities? Here’s what to check.

Amenity Hours: Are you trying to access the amenity during its open hours?
App Visibility: Can you see your community's amenities listed in the Ambient app?
Internet: Is your phone connected to the internet (Wi-Fi or cellular data)?

Need Further Assistance?

If you've checked the above and still can't get access, please contact property management or Ambient Support to ensure your resident profile is set up correctly.

Resident support