Troubleshooting Your Nanoleaf Lines: Your Most Frequent Issues and Questions Answered

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December 3, 2021 | 6 Min Read | By: Alyssa C.
Desk set up for lines troubleshooting

It’s a terrible feeling when you get all excited about a new gadget and then *POOF* something isn’t working the way it’s supposed to. Sometimes it can be quite tricky to find the solution or answer to your problem, but troubleshooting your Nanoleaf Lines can be seamless with a little help.

If you’re having some difficulty with your Nanoleaf Lines you’re in the right spot. Here you’ll find solutions to some of the more common issues you may come across, learn about:

Before we get started, it will certainly help to know which pieces are what! So here’s a quick video to show you what’s in the box.

Ways To Reset Your Nanoleaf Lines

Turning it off and then on again has got to be one of the most clutch and simple tech solutions! Mind you, it isn’t the solution to every problem but sometimes it’s called for. There are a couple of different ways you can reset your Nanoleaf Lines, one is much more comprehensive than the other. You’ll learn more about when it’s best to do either in the next section on common questions

A Soft Reset is the first method

This will reset the Wi-Fi and all saved pairing configurations. Rest assured, your saved scenes will be safe.

  1. Press and hold the Reset button on the Processor for 15 seconds.
  2. Let go once the light on the Processor starts flashing and wait for it to remain on and steady.
  3. Wait for the Power button LED to remain on and steady.
  4. On the Nanoleaf App, delete the previous device and re-pair it again.

A Hard Reset is the second method(more comprehensive)

This will reset your Lines to factory settings, which will remove Wi-Fi settings, pairing information, and saved Scenes. Default Scenes and settings will be restored.

  1. Unplug your Lines from the power source.
  2. While holding the Reset button on the Processor, plug the Power Supply back into power.
  3. Continue holding the buttons down until the light on the Processor comes on.
  4. Once the light comes on, quickly release the buttons. The light will flash to indicate that the hard reset will now take place.
  5. Wait about 2 minutes for a reboot. The Lines are ready to be set up once the Processor light turns on and the Lines begin cycling through different colors.

NOTE: You can restore your Scenes after a Hard Reset if you are logged in to your Nanoleaf Account (see Restore Scenes procedure below).

Need to Restore Your Scenes?

Maybe you’re alright with a completely fresh start but if you did want to restore your saved Scenes after a hard reset you can. This is available to you if you’re logged in to your Nanoleaf Account, simply follow these steps:

  1. Open the Nanoleaf App and log in to your Nanoleaf Account.
  2. In the Dashboard tab, select the settings icon.
  3. Under SYSTEM > BACKUP AND RESTORE, ensure that DEVICE SYNC is enabled.

Common Troubleshooting Issues Asked And Answered

Nanoleaf Lines App for troubleshooting

“I moved or changed my Wi-Fi network.”

If this is you, try resetting your Wi-Fi settings. This will allow you to connect your Lines to a new Wi-Fi network.

  1. Plug your Lines into a power source.
  2. With the Power and the Brighten Buttons on the Controller, press and alternate between them 5 times (10 presses in total).
  3. The Power button LED will become solid white.

“My Lines are paired but unreachable.”

Unreachable doesn’t mean impossible, one of these solutions is sure to work! Start at the top and work your way down:

  • • Try to Toggle your Wi-Fi. On your phone, toggle the Wi-Fi off, then on again.
  • • Try to Power Cycle your Lines. Unplug your Lines from power, then plug it back in.
  • • Try to Power Cycle your Router. Unplug your Router from power, then plug it back in.
  • • Try a Soft Reset, see how in the above section.

“I am not able to pair my Lines.”

It takes two to tango, so if you’re having this issue look at your WI-Fi and your Nanoleaf Lines. Work your way through these troubleshooting solutions:

  • • Check your Router Settings, are you connected to a 2.4 GHz network (5 GHz networks are not supported)? Also ensure multicast, IGMP, UPnP (if available) are enabled on your Router settings.
  • • Try a Soft Reset, see how in the above section.
  • • Try a Hard Reset if the soft one did not work, see how in the above section.

“I don’t see my Lines in the App for setup.”

Try troubleshooting your Wi-Fi by plugging your Lines Power Supply Unit into a power outlet. The Power button on the Processor will light up after 1 minute and the light indication can mean a few different things:

If the indicator light is solid white your Lines are ready to connect to your network:

  1. Make sure your mobile device’s Wi-Fi is on.
  2. Move your mobile device closer to your Lines.
  3. Toggle the Wi-Fi on your mobile device off, then on.
  4. Try a Hard Reset, see how in the above section.

If the indicator light is flashing your Wi-Fi is configured, but the Lines cannot connect to the target network:

  1. Power Cycle your Router (unplug your Router from power, then plug it back in).
  2. If your Lines are paired on the Nanoleaf App, delete the device and re-pair them with the Standard Pairing Process.

If the indicator light is unlit your Wi-Fi is configured and connected to your Router:

  • Make sure your mobile device is on the same network.
  • Toggle the Wi-Fi on your mobile device off, then on.

Placement Tips To Help You Avoid Troubleshooting

Lines in bedroom for placement troubleshooting tips

One of the best tips I can give is to get ahead of the issue before it becomes one. The following placement tips can help your Nanoleaf Lines achieve the best wireless range & network reception.

  • • Place your Lines in an open area where there are fewer obstructions, such as large pieces of furniture or walls. See detailed guide for ceiling installations here.
  • • Avoid placing your Lines behind furniture or inside cabinets.
  • • Don‘t place your Lines in areas surrounded by metal surfaces on three or more sides. This can cause signal issues.
  • • Try to place your Lines at least 25 feet (8 meters) away from any microwave oven, 2.4 GHz cordless phone, Wi-Fi devices, or other sources of interference.
  • • Place your Lines as close to your Wi-Fi home Router as possible. For best performance, keep the distance below 65 feet (20 meters) and have no more than one wall in between.

Pro Tip: For larger installations, you will need more than one Power Supply Unit (PSU). Each PSU can take care of up to 18 Lines light bars at one time. With the right amount of support, your layout can hold up to 250 Lines in one layout. 

For layouts with more than 18 Lines light bars adjust your power supplies for optimization

Nanoleaf Lines in living room

Layouts that have 18 Lines and/or multiple Power Supplies in your Lines setup are considered large installations. If this is you, try to distribute power supplies across your layout evenly. There are a few tools you can use to figure out if you can do more to optimize your layout:

Activate Power Diagnostic Mode for tips on where you can place your power supplies for optimal performance.

Activate with the Nanoleaf App for warnings. If your setup is already optimized, these warnings will not appear and Power Diagnostic Mode will be inaccessible. See more in the manual for step-by-step instructions for iOS and Android Users.

Pay attention to the indicator light and distribute your power supply. Your Lines will try to communicate in colors: red means the power supply needs to be moved; green means the power supply is in good placement; blue means the number of missing power supplies and the best places to place those supplies; and white means an alternative place to add a power supply (the brighter the panel, the better the placement).

Make Use Of All The Nanoleaf Tools

If you’re a more tech-savvy member of the Nanoleaf Community take advantage of our Open API. Our local network API is designed to extend your product experience. Integrate your setup with third-party devices and services and enable more granular control of the hardware. Find out more about these controls.

Do you have any additional questions about Nanoleaf Lines, ask away, we’d love to help! Also, find us on Instagram @nanoleaf, Twitter @nanoleaf, or Facebook @thenanoleaf and join the Nanoleaf Community.

READ NEXT: How To Set Up Your Nanoleaf Lines Smarter Kit & Expansion Pack

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