Troubleshooting Tips
Need a Hand with Your Lights?
Before you reach for the phone, check out our Quick Fix videos below. We’ve found that the most common questions can be solved right here with these simple guides!
If you still need assistance, Gemstone Lights provides a dedicated tech support line for all app and system inquiries:
Gemstone Phone Support (11am – 7pm EST):
1-888-908-2675
Gemstone Digital Support:
Access help directly through your Gemstone Hub App or the official website.
Master the App: The Learn Tab
Tap “Learn” at the bottom of your Gemstone Hub app to access a full library of step-by-step guides and pro tips.
Quick Fix Videos
From setting your first timer to developing your own signature custom designs, these videos are designed to help you master your system. Browse our most-watched tutorials to unlock the full potential of your lights and troubleshoot the most common issues our customers come across.
Create a Custom Design
Want a unique look for your home? This guide shows you how to use your controller to build personalized architectural patterns and color palettes.
Create a Zone
Zones are the secret to the most creative lighting looks. This guide shows you how to group your lights for ultimate control and custom patterns.
Troubleshooting Your Timer
Having trouble with your automatic timers? This guide walks you through the quick fixes to ensure your “Set and Forget” schedule stays active.
Can’t Locate Your Device
If your device has disappeared from the app, use this quick fix to rediscover your system and restore your connection.
Reconnecting to New Wi-Fi
Swapped your router or changed providers? If your lights are “Offline,” here is how to get your controller back on your new network.
Still Stuck? Contact Vibe Illuminations Locally
If you’ve tried the videos and the Gemstone hotline and still can’t get your glow back, our local team is here for our Vibe customers.
Vibe Office:
905-904-0476,
Extension 4
Hours:
Monday – Friday,
9:00am – 5:00pm
Service Request Form
Service calls are infrequent, and as a result, Vibe Illuminations does not maintain a dedicated service team. Instead, you will be integrated into our pre-scheduled installation route.
Should you require assistance with your system, please complete the following form, and we will promptly reach out to you with an estimated service date.
Please upload an image of your current issue. This will help determine how we best resolve the problem.
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