ToshibaToshiba Smart Home ServicesToshiba

FAQ list

Q. Why can't I see the device's Wi-Fi on my phone?

A. Once the device is paired, it will turn off its internal Wi-Fi access point. Below are a few things to try:

  • Make sure the device has not been paired previously.
  • Make sure the device is correctly powered and has given a voice prompt to set up the device.
  • Make sure your smartphone has Wi-Fi turned on and the Wi-Fi list has been refreshed.
  • The device will only leave its internal Wi-Fi access point on for 15 minutes; make sure it has not timed out.
Q. Why don't I see my Wi-Fi router in the Wi-Fi connection list?

A. Try the following:

  • Make sure your router is powered on and the SSID is not hidden.
  • Refresh the Wi-Fi connection page in the Toshiba Smart Home App.
  • Manually enter your router information by clicking ‘Other…' on the Wi-Fi Router page.
Q. Why won't my device connect to my Wi-Fi?

A. Check the following:

  • If the router is password protected, make sure the password is correct and retry the connection process.
  • If using the 'Other…' page to access your Wi-Fi network, make sure your router information is correct.
  • Make sure that your router does not have a MAC filter or any other security settings that would block the connection.
Q. Why do I have to sign in twice with my Amazon ID?

A. This is a result of how Amazon handles third party devices using their Alexa Voice Services. The first time you sign in is to use the Toshiba Smart Home Services and the second time is for Amazon Alexa Voice Services. If you intend to use Amazon Alexa, you can check the "keep me signed in" button during your first time signing in.

Q. When I select "Connect Device" during initial setup, it takes me to the phone settings menu instead of the Wi-Fi menu. Why does it not go directly to Wi-Fi settings?

A. With iOS 11 (and later), the Toshiba Smart Home App can no longer go straight to the Wi-Fi settings menu. The user must manually select the Wi-Fi settings menu from the top page.

Q. How do I use Alexa?

A. For questions about Amazon Alexa and Amazon's services, please see Amazon's FAQ. (Excluding questions about Toshiba Smart Home Skills and Toshiba Custom Skills).

Q. Why won't the device sign into Amazon?

A. Make sure that your Amazon username and password are correct and that the device has an internet connection.

Q. Why is Alexa not responding?

A. Check the following:

  • Make sure that you signed into Alexa during the set up process.
  • Make sure the lens cover is not closed. By default, the device microphone is muted when the lens cover is closed (this can be changed in Talkback Settings).
Q. Can I use different Amazon IDs; one for setup and another for Amazon Alexa?

A. While it is possible to use a separate Amazon ID during initial setup and another ID for setting up Amazon Alexa, this is not recommended.

Q. Can I change the Amazon ID used during initial setup to another ID?

A. The only way to change the Amazon ID used during initial setup is to reset the unit and reinitialize the Toshiba Smart Home Application.

Q. Why are the Toshiba Smart Home Skills not working?

A. Check the following:

  • Make sure that the skills are enabled and authenticated using the Toshiba Smart Home App and the Amazon Alexa website.
  • Make sure that the device you are trying to control is supported by Toshiba Smart Home Skills.
  • Make sure that the smart device is turned on and that Amazon Alexa is working correctly.
Q. Why are the Toshiba Custom Skills not working?

A. Check the following:

  • Make sure that the skills are enabled and that the device is paired through Amazon.
  • Make sure that the device is connected to the Internet.
  • Make sure that you used the correct prompt (ex. "Ask Toshiba to/for" or "Open Toshiba").
Q. Does Amazon Alexa still work if the lens cover is closed?

A. By default, the device will turn off the microphone (and Amazon Alexa) if the lens cover is closed. To leave the microphone on when the lens cover is closed, go to Settings->Device->Talkback Settings and change the setting to "On".

  • Talkback Settings – Off (default).
  • Talkback Settings – On. The microphone will be on even with the lens cover closed. Amazon Alexa can still trigger in this case.
Q. My smart sensor is not showing up in the Toshiba Smart Home App even though I can control it with Alexa. Why not?

A. Check the following:

  • Make sure that the device is supported by the Toshiba Smart Home app.
  • Please note that if the smart sensor is Wi-Fi based, it will not function with the Toshiba Smart Home app and will only work with Amazon Alexa.
Q. The smart sensor I am trying to add will not connect. What can I do?

A. Check the following:

  • Make sure the smart sensor is set to inclusion mode (refer to the sensors product information).
  • Make sure that the smart sensor has not been paired to another hub (if so, remove it first).
  • Make sure that the smart sensor is supported.
Why won't the Rules activate my smart sensor?

A. Check the following:

  • Make sure that the smart sensor is supported.
  • Make sure that the Rules' conditions are applicable to the sensor.
  • Double check the conditions for the Rules.
  • Make sure the smart sensor is set to the correct mode for the device.
Q. Why are there no sensors on the main screen?

A. Check the following:

  • Make sure that you are on an admin account.
  • Make sure that sensors are turned on for that zone.
Q. Is the recording function a free service?

A. The recording function is a free service for the initial trial period. After the trial period expires this service will transition to a paid service. We will announce the end of the time period on this website. Please check the Terms of Use for details.

Q. Why are the Rules not working?

A. Check the following:

  • Double check the Rule trigger conditions.
  • Make sure that you are in the correct Mode for the applicable rule.
Q. Why is live video not working correctly?

A. Try the following:

  • Make sure that the Toshiba Smart Home App is paired to the correct device.
  • Make sure that you have a working internet connection.
  • Make sure that the device is powered on.
  • Make sure that the camera cover is open.
  • Close the Toshiba Smart Home App and restart it.
Q. Why can't I change to a custom Mode using voice command?

A. Check the following:

  • Make sure that the Toshiba Custom Skill is enabled and paired to the correct device through Amazon.
  • Make sure that the device is connected to the Internet.
  • Make sure that the custom mode is enabled.
  • Make sure that Alexa lists the expected custom mode when prompted for a list of modes ("Ask Toshiba to list modes").
  • Make sure that mode name is a word or phrase and not an acronym, abbreviation, or word from an unsupported language, Alexa will find it more difficult to determine the command's intention.
Q. Why won't the App connect?

A. Check the following:

  • Make sure that the mobile device is connected to the Internet.
  • Make sure that the device is on and connected to the Internet.
  • If you have several devices on the same account, make sure that you are connected to the correct device.
Q. Why is the History page not showing any videos?

A. Check the following:

  • Make sure that the video was allowed to finish and that the device was not disrupted during the recording.
  • Make sure that the mobile device is connected to the Internet.
  • If you have several devices on the same account, make sure that you are connected to the correct device.
Q. Why won't my Android phone show video playback progress?

A. With Android 4.4.4 and older, video playback progress is not supported.

Q. Why do notifications get sent all at once?

A. If you have created a large number of Rules that send notifications, or have set up a Rule that may trigger often, then you may receive many notifications at once. It is recommended to periodically review the Rules list and modify rules that overlap with each other.

A. If there are several push notification rules with ‘adjacent' behavior, many notifications can be pushed out at once. It is recommended to periodically review the Rules list and modify rules that overlap with each other.

Q. Why does the Toshiba Smart Home App sometimes lose notification and internal sensor data history?

A. The notification and internal sensor data history are cleared if the device is power cycled.

Q. Why does the App sometimes show a '-' on the sensor icon?

A. For some battery powered sensors, the status of the sensor is only sent when its status changes in order to conserve power. This is especially true for many smart door locks.

  • If you have just paired a smart door lock, change the lock status manually and check that the Toshiba Smart Home App updates the lock status.
  • Manually change the status of the sensor and check that the Toshiba Smart Home App updates the sensor status.
  • Check the sensor's battery level and replace them if it is low.