Philips Hue Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The manual shouldn't be needed with this guide but as a best practice, let's download it to have it handy.

The manual is available here: http://www2.meethue.com/en-us/support/product-support/ 

Don't forget to mark steps complete as you go through GPs.

3. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

4. Power On

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Bulbs: Have the guest screw the bulb into their existing light fixture or socket and turn on the light or wall switch to ensure it's powered.

Strips: Have the guest plug the strip into an AC power outlet, just like plugging in any other device.

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5. Connect Bridge

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Plug in the Philips bridge and it will automatically power up and then connect it to the guest's wireless router using the network cable that was provided with the device. Once both cables (power and network) are connected, wait for the 3 lights to turn on indicating that the bridge is ready to go.

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6. Install the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest install the "Philips Hue" app from the App Store or Google Play.

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7. Connect

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In the App, connect to the bridge and find the lights.

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8. Finish

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

That's it. The Hue is setup and the guest should now be able to control their lights with the App.

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9. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

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10. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

11. The Basics

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Ask the guest what if any troubleshooting steps they have already attempted and try the following:

Do not make the guest repeat steps. Only perform the steps listed below that they haven't already tried.

• Ensure the bulb or strip is plugged in and has live power. Try testing the socket/fixture/outlet with another bulb or device to ensure it is live.
• Power cycle everything involved: The phone or tablet, the bridge, the router and the bulb or strip.

12. Contact Philips

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please refer the guest to Philips for further support. They can contact they at 1-800-555-0050 Monday through Friday from 6 AM to 3 PM Pacific time.

Don't forget to mark steps complete as you go through GPs.