Family care features
Refer to the following after checking the general troubleshooting information described in General information.
[Device is in use.] is displayed
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Another user (i.e., mobile device) is already accessing the hub, the same screen, or the same feature.
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Wait for the other user to finish and then try again.
A “conflict” error is displayed on the scenario screen or when configuring a scenario
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The scenario’s conditions (day and time) overlap with another scenario that is configured for the same sensor.
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Edit the scenario so that it does not conflict with another scenario.
Camera recording does not start immediately after the sensor is triggered
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When using a smart control scenario to record camera images, there may be a short delay after the sensor is triggered before recording starts. This is not a malfunction.
Camera recordings are shorter than they should be
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If you configure a smart control scenario to record camera images when triggered by a sensor, and if the sensor is triggered multiple times, subsequent recordings may be shorter than anticipated.
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This is not a malfunction. Camera recordings for the same camera cannot overlap, therefore if the sensor is triggered multiple times, recordings may be shorter than anticipated.
In the example below, the hub is configured to record 10 minutes of camera video when the motion sensor is triggered. The sensor was triggered at 12:00 and the hub recorded 10 minutes of video. When the sensor was triggered again at 12:05, recording was already underway, so the hub waited until 12:10 (when the first recording stopped) and recorded 5 minutes from the second trigger.
The first recording is 10 minutes long, and the second is 5 minutes long.
 | Sensor was triggered |
 | Recording |
 | Overlap (already recording) |
Smart plugs stay on longer than they should be
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If you configure a smart control scenario to turn on a smart plug when triggered by a sensor, and if the sensor is triggered multiple times, the smart plug may stay turned on longer than anticipated.
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This is not a malfunction. The smart plug stays turned on for the set amount of time each time the sensor is triggered. If the sensor is triggered again before the previous “power on” time ends, the smart plug may stay turned on longer than you anticipated.
In the example below, the hub is configured to turn the smart plug on for 10 minutes when the motion sensor is triggered. The sensor was triggered at 12:00 and the hub turned the smart plug on for 10 minutes. When the sensor was triggered again at 12:05, the smart plug was already on, so the hub waited until 12:15 (10 minutes after the last trigger) to turn off the smart plug.
The smart plug remained on for 15 minutes.
| Sensor was triggered |
 | Smart plug on |