When something goes wrong with your home automation system, one of the simplest ways to troubleshoot and resolve your problem is to submit a support ticket with an electrical solutions expert. 

Providing the right information when logging your ticket can help the team at Crown Electrical Solutions diagnose your issues quickly and effectively, so we can get your devices back up and running as soon as possible. 

In this Crown Connect guide, we’ll outline a few simple checks you can do at home before contacting support.

1. Confirm your internet connection is working

Check that your internet connection is working by opening a website, streaming service or another app that requires internet access.

If your internet is not working, your Wi-Fi, Control4 system, cameras, intercom, air conditioning controls and other connected devices may not fuction properly.

2. Restart the affected device

If it is safe to do so, restart the affected device.

This may include a touchscreen, remote control, mobile app, TV, streaming device, camera, intercom or other connected equipment.

Do not press any reset buttons unless instructed by a technician, as this may clear settings.

3. Check whether the issue affects one device or multiple devices

Try to determine whether the issue is only affecting one device, one room or the entire system.

For example, let us know if only one TV is affected, if all Wi-Fi devices are offline, or if the issue is limited to one touchscreen or app.

4. Take photos or screenshots where possible

Where possible, take photos or screenshots of the issue.

Useful examples include:

• Error messages
• Warning lights on equipment
• Offline device screens
• Damaged equipment
• App messages
• Network cabinets or equipment lights

Photos and screenshots can help our technicians understand the issue before attending site or connecting remotely.

5. Note when the issue first occurred

Let us know when the issue first started and whether anything changed beforehand.

This could include a power outage, internet outage, recent app update, new device, building works, electrical work or a change to your Wi-Fi or network equipment.

Why this information helps

Including these details in your support request allows Crown Electrical Solutions to begin diagnosing the issue sooner.

In many cases, this allows us to resolve the issue remotely or ensure our technician arrives with the right information and equipment, so you can have your building automation systems back online without delay.