Adding a Device is Unsuccessful

While using Insteon+, you may encounter a situation where you are unable to add new devices. There are several reasons why this might occur.

  • Your new Insteon device is too far from another Insteon device to reliably receive an Insteon signal

  • Your new Insteon device exited linking mode unexpectedly

  • Multiple Insteon devices were placed in linking mode simultaneously

  • More than four minutes have elapsed since Searching for Devices began

 
 

If you are unable to add a new Insteon device, try the troubleshooting steps below.

add-failed.png
 
 

Basic Troubleshooting

  1. Try restarting the Add process by tapping cancel. Wait about 30 seconds and then attempt to add your new Insteon device again.

  2. If you are adding a plug-in device or sensor, try repositioning it or move it closer to Hub Pro.

  3. Try adding using the Insteon ID by tapping the Add by Insteon ID button. Learn more about locating your device's Insteon ID.

  4. If you are adding an Insteon sensor, try putting the sensor into linking mode before Searching for Devices from Insteon+. To do this, press and hold the set button on your new Insteon sensor until its LED begins blinking. Now tap Add a Device from the Configure your Home sheet.

  5. If more than four minutes elapses from the time you tap Add a Device and when you press your new Insteon device's set button, you will have to restart the process. Make sure you are able to tap the new Insteon device's set button within four minutes of tapping Add a Device. If not, try adding using your new device's Insteon ID.

Adding an Insteon Device with the Set Button

With Insteon+ and Hub Pro, you can control both Insteon-native devices as well as HomeKit-compatible devices. Follow these steps to add an Insteon device to Insteon+ using the set button.

 

1. Press and hold the set button on the back of Hub Pro until Hub Pro beeps.

 
 
 

2. Press and hold the set button on your Insteon device until it double beeps or its LED begins blinking. If adding Insteon bulbs, remove power and re-apply power. Bulbs will enter linking mode on power up. 

 
device-set-button.jpg
 
 

3. Repeat the process in reverse, starting with the new Insteon device.

 
device-set-button.jpg
 
 
 

4. Navigate to All Devices. Your new Insteon device should appear with a generic icon and name. If your device does not appear, force-close the Insteon+ app and restart. 

 
 

5. Tap the Configure button in the upper right corner to open the Configure your Home sheet.

 
 

6. Tap Edit Devices.

iOS Simulator Screen Shot May 4, 2015, 10.04.25 AM.png
 
 

7. Select your new Insteon device from the list of devices.

 
 

8. Finish up by giving your device a name and selecting an icon.

 

Adding a HomeKit-compatible Device

With Insteon+, you can control both Insteon-native devices as well as HomeKit-compatible devices. Use the steps in this article to add a HomeKit-compatible device to Insteon+.

 
 

1. Tap the + in the upper right corner to open the Extend your Home sheet.

 
 

2. Tap Add a Device

 
 

3. Ensure that your HomeKit accessory is powered on.

4. Tap your new HomeKit accessory after it appears at the bottom of the screen.

 
 

5. Enter the 8-digit HomeKit pairing key found on your new HomeKit device.

 
 
 

6. Finish up by giving your device a name, picking an icon and adding it to a room.

 

Deleting an Insteon Device with the Set Button

If a device has stopped functioning or if you are replacing an older device with a newer device, you can remove it from Insteon+. Follow the steps in this article to remove an Insteon device from Insteon+. Removing a device will also remove it from any room, schedules and scenes and cannot be undone.

 

Delete an Insteon Device from Insteon+

1. Press and hold the set button on the back of Hub Pro until Hub Pro beeps. Press and hold the set button on the back of Hub Pro until Hub Pro beeps again.

 
 
 

2. Press and hold the set button on your old Insteon device until it double beeps.

 
 
 

3. Repeat the process in reverse, starting with your old Insteon device. After several moments, the Insteon device will disappear from Insteon+.

 
 
 

If An Insteon Device Has Not Disappeared from Insteon+

If you have followed the steps to remove an Insteon device from Insteon+ but the removed device continues to show and no longer responds, try the troubleshooting steps below.

Sign out of Insteon+

 

1. Navigate to Homes and tap Settings

 
 

2. Tap Sign Out

 
 

Force Quit Insteon+

 

1. With Insteon+ open on your iPhone, iPad or iPod touch, press and hold the power button until Slide to Power Off appears.

 
 

2. Release the power button and press and hold the Home button until Insteon+ disappears.

 

Deleting a HomeKit Device

Update: the instructions below no longer apply. To delete devices from HomeKit, use the Apple Home app.

If a device has stopped functioning or if you are replacing an older device with a newer device, you can remove it from Insteon+. Follow the steps in this article to remove a HomeKit device from Insteon+. Removing a device will also remove it from any room, schedules and scenes and cannot be undone.

 
 

1. Tap Configure to open the Configure your Home sheet.

iOS Simulator Screen Shot May 5, 2015, 8.20.33 AM.png
 
 

2. Tap Edit Devices.

iOS Simulator Screen Shot May 5, 2015, 8.20.37 AM.png
 
 

3. Tap the HomeKit device that you want to delete.

iOS Simulator Screen Shot May 5, 2015, 8.20.40 AM.png
 
 

4. Tap Delete Device. In the sheet that appears, confirm that you want to delete the device. This will also remove the device from any rooms, scenes, schedules or triggers in your home.

iOS Simulator Screen Shot May 5, 2015, 8.20.47 AM.png
 

Update your HD Wi-Fi Camera Firmware

 

Follow the instructions in this article to update the System Firmware and Application Firmware on your Insteon HD WiFi Camera. The steps in this article apply to Insteon HD WiFi Camera and Insteon Outdoor HD WiFi Camera. For instructions on how to update your SD WiFi Camera firmware, see Update your SD WiFi Camera System Firmware.

 

Identify your WiFi Camera Firmware Version

Follow the instructions in Identify your WiFi Camera Firmware Version to determine if your WiFi Camera requires updating.

 

Update your HD WiFi Camera System Firmware

1. Download the most current firmware for your Insteon HD WiFi Camera or Insteon HD Outdoor WiFi Camera

 

2. Open the IP Camera tool and wait for it to identify the Insteon WiFi Camera that you wish to update.

Featured
Insteon Wi-Fi Camera Setup Assistant (Mac OS X)
Insteon Wi-Fi Camera Setup Assistant (Mac OS X)
Insteon Wi-Fi Camera Setup Assistant (Windows)
Insteon Wi-Fi Camera Setup Assistant (Windows)
 

3. When the desired Camera appears, double-click to select it in the list. This should launch your computer’s default web browser and take you to a login page for the camera.

4. Enter your Camera’s user name and password. If you never changed the user name or password, the default user name is “admin” and the default password is blank.

5. Click Login

6. Click the Settings tab at the top of the window

7. In the left sidebar, click System

8. Click Back-up & Restore

9. Click the Backup button. A file will download to your computer named configs.bin. This file contains all of the settings and configuration for your camera and will be used to restore your preferences after the firmware update.

10. Click System Upgrade

11. Click the Choose File button and select the firmware file downloaded from insteon.com at the beginning of these instructions.

12. Click the System Upgrade button. The upgrade process will take about 3 minutes during which time your camera will restart. Do not unplug your camera or refresh your browser during this time. When the upgrade is complete, your browser will refresh automatically.

13. If presented with a Login window, enter your camera’s user name and password and click Login

14. Click the Settings tab

15. In the left sidebar, click Status

16. Click Device Information

17. Confirm that the version displayed in the System Firmware Version matches the updated system firmware

 

Update your HD WiFi Camera Application Firmware

The web user interface is updated separately from the camera system firmware but the steps are identical.

1. In the left sidebar, click System

2. Click System Upgrade

3. Click the Choose File button and select the user interface file downloaded from insteon.com at the beginning of these instructions.

4. Click the System Upgrade button. The upgrade process will take about 3 minutes during which time your camera will restart. Do not unplug your camera or refresh your browser during this time. When the upgrade is complete, your browser will refresh automatically.

5. If presented with a Login window, enter your camera’s user name and password and click Login

6. Click the Settings tab

7. In the left sidebar, click Status

8. Click Device Information

9. Confirm that the version displayed in Application Firmware Version matches the updated application firmware

 

Restore Your HD WiFi Camera Preferences

1. In the left sidebar, click System 

2. Click Back-up & Restore

3. Click the Choose File button and select the configs.bin file that was downloaded to your computer previously

4. Click the Submit button. The restore process will take about 1 minute during which time your camera will restart. Do not unplug your camera or refresh your browser during this time. When the restore is complete, your browser will refresh automatically.

 
 

Identify Your WiFi Camera Firmware Version

 

Use this article to properly identify the System Firmware and Application Firmware version on Insteon HD WiFi Camera or the Device Firmware and Device Web UI version on Insteon SD WiFi Camera.

 

1. Ensure that your Insteon WiFi Camera is powered on and connected to your network. If your camera has not yet been configured, connect your camera to power and to your router using the provided ethernet cable.
 

2. Download and install the IP Camera Tool

Featured
Insteon Wi-Fi Camera Setup Assistant (Mac OS X)
Insteon Wi-Fi Camera Setup Assistant (Mac OS X)
Insteon Wi-Fi Camera Setup Assistant (Windows)
Insteon Wi-Fi Camera Setup Assistant (Windows)
 

3. Open the IP Camera Tool; it may take several moments to find the WiFi Camera on your network.

4. For the desired camera, right-click on a PC or control-click on a Mac and select Basic Properties

5. Check the Firmware Version displayed against the current System Firmware version available. Check the Web UI Version against the current Application Firmware version available.

 
 

Installing the HD WiFi Camera Browser Plug-in (Internet Explorer)

 

A plug-in is required to view your HD WiFi Camera video in Internet Explorer. Use this article for instructions on how to install the HD WiFi Camera browser plug-in on Internet Explorer.

 

1. Click Install in the download alert that appears at the bottom of the browser window

2. If presented with an alert about User Account Control, Click Yes

3. Follow the on-screen instructions to install the WiFi Camera Setup Plug-in.

 
 

Installing the HD WiFi Camera Browser Plug-in (Firefox)

 

A plug-in is required to view your HD WiFi Camera video in Firefox. Use this article for instructions on how to install the HD WiFi Camera browser plug-in on Firefox.

 

1. Click Allow in the plugin alert that appears across the top of the browser window

2. Click Allow and Remember

 
 

Installing the HD WiFi Camera Browser (Chrome)

 

A plug-in is required to view your HD WiFi Camera video in Chrome. Use this article for instructions on how to install the HD WiFi Camera browser plug-in on Chrome.

 

1. Click the Plugins are not found, click me to download link above the login frame

2. Click Keep

3. Click IPCWebComponents.exe

4. If presented with an alert about User Account Control, Click Yes

5. Follow the on-screen instructions to install the WiFi Camera Setup Plug-in.

 
 

Installing the HD WiFi Camera Browser Plug-in (Safari)

 

A plug-in is required to view your HD WiFi Camera video in Safari. Use this article for instructions on how to install the HD WiFi Camera browser plug-in on Safari.

 

1. Click the Plugins are not found, Click me to download link above the login frame

2. Click the Downloads button in the upper right corner of Safari and double-click Plugins.pkg

3. Follow the on-screen instructions to install the WiFi Camera Setup Plug-in.

4. Return to Safari and click Trust

 

Plugins.pkg Can't Be Opened Because It is From an Unidentified Developer

If your Mac is running OS X 10.7.5 or later, you may encounter an alert informing you that plugins.pkg can't be opened because it is from an unidentified developer. 

 

1. Dismiss the alert by clicking OK

2. Click the Downloads button in the upper right corner of Safari

3. Control-click Plugins.pkg and select Open

4. In the subsequent alert, click Open

5. Follow the on-screen instructions to install the WiFi Camera Safari Plugin

6. Return to Safari and click Trust

 
 

Insteon Hub Not Found During Initial Setup

 
 

Notice: If you are receiving the following HSC-1-0 error message when attempting to add the hub, cancel out of setup, force-close the app and restart. Then attempt to log back in and add hub again. We are working on a fix to resolve this issue. Thank you for your patience. 

 

When initially setting up your Insteon Hub, you may encounter an alert informing you that the app was unable to establish a connection to the Insteon Hub. There are several reasons why this may occur.

  • Your home's internet connection is offline

  • Your home's internet router or modem is not functioning properly

  • Insteon Hub may have become unplugged from ethernet or power

 

Basic Troubleshooting

  1. Ensure that your Insteon Hub is connected to a working power outlet and that the ethernet cable is firmly seated. It may be helpful to unplug and reinsert the ethernet cable. If your Hub shows a solid red status LED, your Hub is unable to connect to the internet.

  2. Confirm that your internet router and cable or DSL modem are connected to power and turned on. Learn how to Identify your router and cable or DSL modem.

  3. Check that your internet connection is working by attempting to browse to a website using another device or computer in your home.

  4. With Insteon Hub (2012), ensure that your smartphone or tablet is connected to the same WiFi network as your Insteon Hub.

  5. Try restarting your Insteon Hub by unplugging its power cord. Wait about 30 seconds and then reconnect your Hub to power.

  6. Try restarting your router and cable or DSL modem.

If none of the above steps resolved your issue, follow the steps outlined in this article to perform a network reset.

 
 
 

Setting Up Insteon Hub (2012)

  • To setup and configure Insteon Hub (2012), connect your Insteon Hub to your router using the provided ethernet cable and power using the provided power cable.

  • You must be connected to the same WiFi network as your Insteon Hub.

    • If you have more than one WiFi router in your home, connect your Insteon Hub to the WiFi Router broadcasting the WiFi network that you regularly use.

    • If you are unsure which router broadcasts the WiFi network that you regularly use, try the following:

      • Unplug all of your routers from power

      • One at a time, connect a router to power and wait about 60 seconds

      • Check to see if your WiFi network is available from your device's settings

      • If nothing appears, unplug the just-connected router and try the next router

  • Download and install the Insteon app from your device's app store.

  • Create an account.

  • When asked to scan the label on the bottom of your Hub, tap Help.

  • Tap My Hub Doesn't Have a QR Code.

  • The Insteon App should find your Hub and complete setup.

  • After setup is complete, you may need to connect your Insteon Hub to a different router to configure port forwarding if you would like to control and monitor your home when you are away.

 
 
 

Setting Up Insteon Hub (2014)

To setup and configure Insteon Hub (2014), connect your Insteon Hub to your router using the provided ethernet cable and power using the provided power cable.

  • After about 30 seconds, you should hear a single beep and the status LED will glow solid green. If the status LED turns red, your Hub is not connected to the internet.

  • Download and install the Insteon app from your device's app store.

  • Create an account.

  • When asked to scan the label on the bottom of your Hub, align the QR Code displayed on screen with the QR Code printed on the bottom of the Hub. The Insteon app should find your Hub and complete setup.

Already Configured Alert when Setting up an Insteon Hub

 
 

When setting up an Insteon Hub, you may encounter an alert informing you that your Insteon Hub has already been configured with a different account. There are several reasons why this may occur.

  • You have more than one Insteon account and are attempting to setup your Insteon Hub using a different account than the one originally used to configure it.

  • You have created a new Insteon account and are attempting to setup your Insteon Hub that is still associated with your old account.

  • If you have purchased Insteon Hub from another Insteon user, their account may still be associated to the Insteon Hub.

Basic Troubleshooting

Before you can setup your Insteon Hub with a different account, you must first delete your account using the Insteon App.

  1. On iOS, launch the Insteon App and open the drawer by swiping from the right of the display, then tap Settings.
    On Android, tap Settings > Edit This.
    On Windows Phone, swipe through the carousel until you reach Settings.

  2. Tap Account

  3. Tap Delete Account

If you are unable to sign in to the Insteon App, contact Insteon Support and they can help reset access to your Insteon Hub. Be sure to have your Hub's Insteon ID. You can find the Insteon ID on the bottom of the Hub.

 

Incorrect Hub User Name or Password During Hub Setup

 
 

When configuring your Insteon Hub, you may encounter an alert informing you that the user name or password provided is incorrect. There are several reasons why this may occur.

  • The user name or password was mistyped when entering the Hub credentials manually.
     
  • The user name or password was changed from the default credentials printed on the bottom of the Hub (This should only happen if the Hub in question has been previously configured and should not be encountered with a new-out-of-the-box Hub). If you believe this to be the case, attempt a network reset to reset the Hub user name and password and attempt setup again. If you are not the original owner of your Insteon Hub, it would also be advisable to perform a factory reset.
     
  • The QR Code containing the Hub user name and password does not match the credentials stored on the Hub. If you believe this to be the case, first attempt a network reset by following the instructions in this article. If you still encounter the user name or password alert, contact Insteon Support.
 
 
 

User Name and Password for Insteon Hub (2012)

 

This Insteon Hub ships with a default user name and password which is automatically changed the first time it is added using the Insteon App. 

User Name admin
Password Insteon ID, all uppercase and without punctuation. For example "A1B2C3"
Insteon ID Printed on the bottom of the Hub
 
 
 
 

User Name and Password for Insteon Hub (2014)

The user name and password for this Hub is stored in a label applied to the bottom of the Hub. The label contains both an app-readable QR Code as well as human-readable text that includes the Hub user name, password and Insteon ID. When entering the user name and password manually, type slowly to verify that no mistakes are made.

 
User Name Printed on the bottom of the Hub
Password Printed on the bottom of the Hub
Insteon ID Printed on the bottom of the Hub
hub-2-bottom-credentials.png
 
 

Entering the Hub User Name and Password manually

When entering the Hub credentials manually, it is possible to misread some letters of the user name or password. Use the table below for potential alternate letters and numbers that may appear alike.

I, 1, l, i lower case i
upper case I
lower case L
number 1
O, 0, o, Q lower case o
upper case 0
upper case Q
lower case c
upper case C
number 0
B, 8 upper case B
number 8
E, 3 upper case E
number 3
U, V lower case u
upper case U
lower case v
upper case V
 
 

Identify your home's WiFi Router and Cable or DSL Modem

Generally, a home network will consist of a cable or DSL modem and a WiFi router. Many homes have a combination modem and router provided by your Internet Service Provider. It is also possible that you may have additional routers which unintentionally complicate your home network (a combination modem/router provided by your Internet Service Provider and an Apple Time Capsule, for example).

If you know which device is functioning as your home's router, connect your Insteon Hub to this device.

 
 
 

 

Identify your home's WiFi Router

If you are unsure which device is which on your home network, follow the steps below.

  • Trace the telephone or cable wire from the wall plate to the first device in the chain.
     

  • If this device has visible antennas or multiple ethernet ports, you likely have a combination modem and router. Ensure that your Insteon Hub is connected to this device.
     

  • If this device has only a single cable/DSL connection, single ethernet port or USB port, you likely have a separate modem and router.

    • Trace the ethernet cable from this device to the next device in the chain. If it connects to a device with visible antennas or multiple ethernet ports, this is likely your home's router. Ensure that your Insteon Hub is connected to this device.
       

  • If there are multiple devices connected together with antennas and multiple ethernet ports, you most likely have multiple routers in your home. Insteon Hub should be connected to the first router after your cable or DSL modem.

If you are still unsure which device is which on your home network, contact Insteon Support or your Internet Service Provider.

 

Identifying your Devices by ports

Use the images below to help identify your networking devices by their rear ports. Use these images only as guidelines as no two modems or routers are alike.

 

DSL Modem

A "modem-only" DSL Modem usually has one port for your DSL telephone wire, one ethernet port and one power connector.

Cable Modem

A "modem-only" Cable Modem usually has one threaded F-connector for your cable connection, one ethernet port and one power connector.

 
 
 

WiFi Router

A "router-only" WiFi Router usually has one WAN ethernet port for connecting to a modem and four or more ethernet ports for hard-wired computers and devices. Many WiFi Routers also have visible antennas.

Combination Modem and Router

A combination modem and router usually has a threaded F-connector or telephone port for your DSL or cable connection, multiple ethernet ports for hard-wired computers and devices and possibly additional ports for wired telephone service or television distribution.

 

Reset Network Settings on Insteon Hub

If you are unable to connect to your Insteon Hub and have followed the steps outlined to resolve any internet connection issues, follow the steps in this article to perform a network reset.

Identify your Insteon Hub version →

For Insteon Hub (2012), a network reset will perform these actions:

  • Clears the Hub back end user name and password

  • Clears the Hub IP Address and enables DHCP

For Insteon Hub (2014), a network reset will perform these actions:

  • Clears the Hub and server connection cache

  • Resets the Hub user name and password to match the label on the bottom of the Hub

  • Restarts the Hub

 

 
 
 

Reset Network Settings on Insteon Hub (2012)

  1. With the Insteon Hub powered on, press and hold the set button until the Hub beeps

  2. Slowly tap the set button six (6x) times

  3. Unplug Insteon Hub and wait for about 30 seconds

  4. Reconnect power to the Insteon Hub

 

 
 
 

Reset Network Settings on Insteon Hub (2014)

  1. With the Insteon Hub powered on, quickly tap the set button three (3x) times

  2. Insteon Hub will beep three times

  3. After several moments, Insteon Hub will restart and the status LED will turn steady green.

  4. Unplug Insteon Hub and wait for about 30 seconds

  5. Reconnect power to the Insteon Hub

 

Unable to establish a connection with your Insteon Hub

 
 

When signing into the Insteon app, you may occasionally encounter an alert informing you that the app was unable to establish a connection to the Insteon Hub. There are several reasons why this may occur.

  • Your home's internet connection is offline

  • Your home's internet router or modem is not functioning properly

  • Insteon Hub may have become unplugged from ethernet or power

 

Basic Troubleshooting

  1. Ensure that your Insteon Hub is connected to a working power outlet and that the ethernet cable is firmly seated. It may be helpful to unplug and reinsert the ethernet cable. If your Hub shows a solid red status LED, your Hub is unable to connect to the internet.

  2. Confirm that your internet router and cable or DSL modem are connected to power and turned on. Learn how to Identify your router and cable or DSL modem.

  3. Check that your internet connection is working by attempting to browse to a website using another device or computer in your home.

  4. Try restarting your Insteon Hub by unplugging its power cord. Wait about 30 seconds and then reconnect your Hub to power.

  5. Try restarting your router and cable or DSL modem.

  6. If your hub is connected to your network via a network switch, try power cycling the network switch.

If none of the above steps resolved your issue, follow the steps outlined in this article to perform a network reset.

If you are still unable to connect to your Insteon Hub after following the above steps, contact Insteon Support and reference this article.

 

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