1. My SL2 LED light strip stopped working. It shows offline on the app

Could you please try to unplug the LED light strip and plug again, then remove, reset and reconnect it to the app to see if it makes any difference? 

To remove the Led strip from the app:

Click the LED strip's name -click edit sign (upper right-hand side)

Go to the bottom of the screen and click "Remove Device" or "Remove Device -clear data" *If you would like to delete all saved automation/schedule

Check if your router is on the 2.4g as a requirement during the initial connection of the device to the app.

Enter the "Wireless Settings (Wireless)" page of the router (the access method is usually on the label on the back of the router).

Find the 2.4Ghz settings page, change the Wi-Fi name (SSID) to "xxx-2.4G", and save the settings.

Find the 5Ghz settings page, change the Wi-Fi name (SSID) to "xxx-5G", and save the settings.

After the name change is completed, you can find the two Wi-Fi names "xxx-2.4G" and "xxx-5G" on the Wi-Fi search page of the mobile phone, then please choose the 2.4G.

Check if your wifi name and password are entered correctly and try to remove the wifi extender.

Make sure to keep the router closer to the device when connecting to the app.

Afterwhich, kindly connect the smart device to the app.

To reset please, simply press and hold on to the power button (for 5 seconds).

>The smart plug will blink slowly for AP mode and fastly blink for Easy mode. We hope these videos will help.

AP mode https://youtu.be/rIqvSf_a6JQ

Easy modehttps://youtu.be/npsBY4nStdU

2. Where to cut the LED light strip?

Kindly check the picture in the attachment. You can cut it in the white blank space.

It is best to cut three lamp beads as a group. But after cutting, only the end connected to the power adapter can be used, the other part cannot (unless solder, angle connectors can be used after soldering). Thank you.

3. The Led light strip’s adhesive is poor. How to fix this?

We are sorry about that. Do not worry, we are here to help you.

When you paste it, press the light strip vigorously and stick it along without leaving bubbles. If the indoor temperature is too low, please heat it up first, wait for about 20 degrees, and then paste it, which can ensure the flow of the colloid and make it more viscous.

4. The LED light strip stopped working. It disconnects from the app. *Offline issues

Please double-check as to how many smart devices can be connected at one time on your router. Some routers have limitations. A home router can only support 16-20 devices, including mobile phones, tablets, laptops, etc.

Please try to unplug the LED strip from the socket, plug it again, remove the device from the app, and reconnect again. To remove the device from the app:

Click the device's name -click edit sign (upper right-hand side)

Go to the bottom of the screen and click "Remove Device" or "Remove Device -clear data" *If you would like to delete all saved automation/schedule

Then reconnect using AP/Easy mode. Simply press and hold the power button (for 8-10 seconds). The smart device will blink slowly for AP mode and fastly blink for Easy mode

Please refer to the short videos below

AP mode  https://youtu.be/rdckxJ2LPgo

Easy mode   https://youtu.be/SEiI6bKYYDY

If the issue persists, please help us in getting the virtual ID of the smart devices for technical checking. In most cases, it can be fixed by updating the firmware from our end.

To find the Virtual ID, please open the Gosund app- click the device name - and click "edit sign"  on the top right of the screen; Click "Device Information", then you'll find "Virtual ID".

Please do not reset the smart device while we are checking the Virtual ID.

Thank you for your patience.

5. There is an error when I connect the USB LED light strip

Is your TV's USB interface 5V 1A? Please confirm it is 5V, 1A

It is recommended that you replace other USB ports or use a 5V 1A adapter connection, please try.