This article details the common reasons why a user cannot connect to a Caséta system and the troubleshooting steps to resolve the issue.

This article is expected to take more than 15 minutes to complete.

Knowledge Article Contents:

Before You Begin

1: Can not setup or activate a new Caséta Smart Hub

2: Can not connect to an existing Caséta Smart Hub

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Before You Begin

Confirm the following before you begin troubleshooting the smart hub’s connection:

1. The Caséta smart hub is connected to power and plugged into a LAN port on your wireless router. (The hub’s LED light bar should be illuminated when powered)
2. You are signed in as a Homeowner in the Lutron App and are running the latest version of the app as listed in your device’s app store.

If you are activating a new hub and have not already followed the steps in Smart Hub (formerly known as Smart Bridge) Set-up & Troubleshooting, please review them first before proceeding.

Choose an option below that best describes your issue

Unable to set up a new hub           Can’t connect to an existing hub

Can not setup or activate a new Caséta Smart Hub

During the setup and activation process if the Lutron app returns either error message below, your smart hub and smartphone (or tablet) may be connected to different networks or required permissions have not been enabled.

1. iOS Users: Follow the steps below to ensure required permissions are enabled in the Lutron app:

1. Open the Settings app  of your iPhone or iPad.

2. Scroll down to the Lutron app and tap on it.

3. Enable Local Network, Background App Refresh, and Cellular Data.

2. Confirm you are connected to the same Wi-Fi network as your Caséta Smart Hub by comparing the IP address of your smart hub to the IP address of the smart phone you are using the Lutron app on.

    To locate your hub’s IP address, follow the steps below:

1. Note the MAC address that is printed on the sticker on the bottom of your Caséta Smart Hub. An example is highlighted in the below image in red:

2. Login to your router’s user interface or mobile app (this may be your internet provider's app) and look for a section called “devices”, “clients”, “connections”, or something similar and click on that section.

3. Select the hub, or its MAC address, from your connected devices/clients list and note the IP address the router has assigned to it. (i.e. “192.168.1.24” or “10.0.0.1”)

4. Note the IP address of your smartphone from your phone’s Wi-Fi settings.

If you are using an iOS device, follow the steps below to locate your IP address:

1. Open the Settings app  on the iOS device.
2. Tap on Wi-Fi.
3. Tap on the information iconof the network name that has a checkmark  next to it.
4. Scroll down to the section called IPV4 ADDRESS. The second row from the top will display your iPhone’s IP Address.

5. Do the first three sets of IP address numbers of the Caséta smart hub and your smartphone match? If not, this means the devices are on different networks.

Below is an example of a hub and phone on the same network or different networks:

Same Network: Hub IP address: 192.168.1.16 | Phone IP address: 192.168.1.20

Different Networks: Hub IP address: 192.168.86.4 | Phone IP address: 192.168.74.20

Follow the steps below if your smart phone and the Caséta Smart Hub are on different networks:

• Connect your smartphone to another available Wi-Fi network and try discovering the hub again, or

• Disconnect the smart hub from the current network device and connect it to a different device and try discovering the hub again.

Note: If you have a modem/router provided by your ISP and another router (like a mesh router), unplug the hub from the current router and plug it in to the other. If your smart hub is connected to a network switch, temporarily bypass the switch, and connect the hub directly to a LAN port on your router. Then, try discovering the smart hub again.

If the devices are on the same network and you receive an error message that prompts you to choose Retry or Advanced, tap Advanced and enter the IP address of the Caséta Smart Hub as previously noted.

While still logged into your router, confirm the network settings are not restricting the hub’s connection to the internet. Check if the hub’s connection is “paused” or “quarantined”. Resume the hub’s internet connection if it is restricted in any way. 

If you cannot locate your smart hub in your network connected devices, swap the included ethernet cable with a known working ethernet cable and/or swap the hub to a known working LAN port on your router.

3. Perform a power cycle of your networking equipment if the issue persists by following these steps in the order they are listed:

1. Do not unplug any ethernet cables.
2. Unplug or power off the modem.
3. Power off or unplug all Wi-Fi routers and wireless access points.
4. Wait at least 1 minute.
5. Plug in or turn on the modem and wait until the modem power cycle is complete.
6. Power on all routers and wireless access points and wait until their power cycle is complete.

4. If you are unable to discover your smart hub after following the steps in this section, contact Lutron Technical Support using the information at the bottom of this page.

Can not connect to an existing Caséta hub

If you have already activated your Caséta Smart Hub but are now unable to access the existing system, choose an option below that best describes your issue:

Can only connect to system while home            Cannot connect to system while home or away

Can only connect to Caséta system while at home

If you can only connect to your Caséta system while connected to the same Wi-Fi network as the smart hub, but cannot connect to the system when away from that network (or while connected to cellular data), please complete these steps:

1. Confirm you cannot access your Caséta Hub remotely by disabling your smartphone’s Wi-Fi and then open the Lutron app. If the app displays “Can Not Connect to Your Lutron System”, the smart hub may not have an active connection to the internet.

2. Check your phone’s permissions to ensure the Lutron app can connect via cellular data and that your phone has not restricted the app’s connection via power/battery saving, a security policy, or another feature of the operating system.

3. Sign out and back into the Lutron app by tapping on the Settings icon in the top left corner. Then, select Account and tap Sign Out. Next, tap on Homeowner and select Sign In. Finally, log back in with the email address and password for your Lutron account.

4. Perform a network reset on the Caséta Smart Hub by pressing and holding the black button on the back of the hub for 20 seconds until the LED light bar on the hub starts to flash. Immediately release the button once the hub starts flashing. Do not wait for it to stop flashing as this process is time sensitive.

5. Perform a power cycle of your networking equipment by following these steps in order:

1. Do not unplug any ethernet cables.
2. Unplug or power off your modem.
3. Power off or unplug all Wi-Fi routers and wireless access points.
4. Wait at least 1 minute.
5. Plug in or turn on the modem and wait until the power cycle is complete.
6. Power on all routers and wireless access points and wait until their power cycle is complete.

If you are unable to connect to your smart hub after following the steps in this section, contact Lutron Technical Support using the information at the bottom of this page.

Cannot connect to Caséta system while home or away

If you cannot connect to your Caséta system while on the same Wi-Fi network as the smart hub or when away, follow the steps below:

1. Confirm that the smart hub is powered on by checking the LED light strip in the center of the smart hub. If it is on, and solidly lit, the hub has power. If the hub is not powered on, try a different micro-USB cable and USB power adapter.

Note: You may have to cup your hands around the light bar if in a well-lit room.

2. Check that the ethernet cable is firmly secured in the port of the Caséta hub and a LAN port on your wireless router, network switch, or access point. Do not connect the hub to a WAN port.

Note: If the hub’s light bar flashes once every 4 or 5 seconds and repeats, that means the hub is unable to detect an active internet connection.

3. Perform a power cycle of your networking equipment by following these steps in order:

1. Do not unplug any ethernet cables.
2. Unplug or power off your modem.
3. Power off or unplug all Wi-Fi routers and wireless access points.
4. Wait at least 1 minute.
5. Plug in or turn on the modem and wait until the power cycle is complete.
6. Power on all routers and wireless access points and wait until their power cycle is complete.

If you are unable to connect to your smart hub after following the steps in this section, contact Lutron Technical Support using the information at the bottom of this page.

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