HZ5 adding to HUE hub but not functioning properly

Technical Support
1

I have an install with multiple LZ5s, E3-ZRs and Hz5s connected to a Hue Bridge. The E3-ZR and LZ5 controllers are all working perfectly exactly as expected.

I am able to add the HZ5 controllers to the bridge initially, and they will show up as a light in the hue app, but the controller will not respond to any settings in the app.

I set initially set the controller to RGB CCT mode before adding to hue hub, as noted the app did find the controller and added it as a light sucessfully, but the strip will not change color, turn on or off from any command from the hue app.

I tried factory re-setting and re adding the controller, no change.

I tried setting it to RGBW instead of RGBCCT just for an experiment - exact same results.

I tried 3 separate HZ5 controllers and am encountering the exact same problem with all of them.

Any advise would be great, again, the LZ5 and E3-ZR controllers are all functioning perfectly with the HUE app…we just need the higher amperage for longer runs with the HZ5s.

EDIT - using a Hue Bridge Pro, and the controllers were literally inches from the bridge when attempting to commission them.

2

Hello, perhaps you can check with the following steps to see if things work out.

1. Test the HZ5 using a MiBoxer 2.4G remote control. Check whether the controller responds correctly to on/off, dimming, and color-changing commands. If it works normally, this would indicate that the controller and LED strip are likely functioning properly.

2. Check the status in the Hue App. When you tap the on/off button or change the color in the app, does the displayed status change? Does the LED strip remain completely unresponsive? This can help to determine whether the issue is with the app’s status updates or the actual control commands.

3. Confirm the hardware and firmware versions of the HZ5 controllers. Compare the production batches, manufacturing dates, and Zigbee chip versions of the three units to see whether they share a common version.

4. Test with a different Hue Bridge, if possible. If the HZ5 works with another Hue Bridge but not with the Hue Bridge Pro, this would provide stronger evidence of a compatibility issue specific to the Bridge Pro.

5. Confirm whether the Hue Bridge Pro uses the standard Zigbee 3.0 protocol.