Get help your way
How do I find my Model Number?
Do you have the original packaging?
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If your product came in plastic packaging (a clamshell), you’ll find the model number on the front of the insert card, on the lower left corner. If your product came in a box, you’ll find the model number on the top of the box.
Most model numbers are 12-16 characters and start with a couple letters followed by a dash.
No packaging? No problem!
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The product number is on a label on the side of the dimmer or switch.*
If you’ve already installed the dimmer/switch, turn off the electricity and then remove the wallplate. Unscrew and remove the wallplate adapter, then unscrew the dimmer/switch and pull it out of the wall until you can see the label.
*Please note: The product number for Ariadni/Toggler dimmers is not on a label. It’s located directly on the front of the dimmer on the top left, or right below the on/off toggle.
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If you don't know your model number, try browsing for it here
If you don't know your model number, try browsing for it here
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Lighting
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Fixture light levels do not match.
- Verify that the total wire length is shorter than the maximum wire length as described in the Install Guide.
- Connect the fixture directly to the driver instead of daisy chaining from another fixture.
- For multiple wire runs from the driver, match all wire lengths, gauge of wire, and load power as closely as possible.
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LED does not dim.
- Verify that you're using the correct control.
- Verify that the control is wired correctly to the driver and the dim hot/switched hot are not reversed.
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LED is flashing slowly (6-8 second interval).
- Verify that your LED load does not exceed the LED driver maximum specified power rating.
- Verify that the length of wire between the driver and LED does not exceed Lutron specification.
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LED option exhibits a flash or steppy dimming on first use.
- Drivers will "learn" the LED load on first start-up. This is a one-time event for a particular driver/LED combination. Running the load at full output for 20 seconds will complete the "learning" phase and will prevent LEDs from flashing or steppy dimming moving forward.
- Ensure each run from the driver has matching lead lengths and equal power/load per run.
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Light is flickering, flashing, dropping out or does not turn on.
- Verify that you're properly connected the controls, drivers, and fixtures.
- Ensure you're using a compatible Lutron control to control the driver.
- Ensure 120-277 V is present and properly connected to the LED driver. NOTE: F1 (2-wire) drivers are 120 V only.
- Check total power and number of fixtures connected to the driver. Maximum of 8' (or 40 W) is allowed per Hi-Lume 1% driver. Maximum of 19' (or 96W) is allowed per Hi-Lume Premier 0.1% driver, with a maximum of 10' of continuous fixture run for a single wire run from the driver.
- Verify maximum wire length has not been exceeded (as per chart on the Install Guide).
- Ensure all fixtures are wired in parallel or daisy chained.
- Adjust the low-end trim on the control you're using.
- Verify that the ambient temperature is within the specified range for the fixture.
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Light is flickering, flashing, dropping out or does not turn on.
- Check all fixture wires and connection to ensure they are properly connected.
- Ensure you're using a compatible Lutron control to control the driver. You can find a list of compatible controls and their ratings here; 2-wire controls or 3-wire controls.
- Ensure 120-277 V is present and properly connected to the LED driver. NOTE: F1 (2-wire) drivers are 120V only.
- Adjust the low-end trim on the control you're using.
• Verify that the ambient temperature is within the fixture's specified range. - If using a non-IC fixture, ensure it is not confined with insulation or building materials.
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