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How do I see my Smart Home devices in the Latch App?

You can see any of your Smart Home devices, such as thermostats, light switches, and leak detectors, by clicking the 'View Smart Devices' link below your private residence door in the Latch App.

To view your Smart Home devices:

  1. Open the Latch App on your iOS or Android smartphone. 
  2. Swipe up on the My Devices tab.
  3. Locate your private residence door by scrolling through the list. Alternatively, you can tap in the search bar and locate your unit door by name.
  4. Click on the blue text that reads View smart devices.
  5. You will then see a list of all Smart Devices currently associated with your unit.

If you do not see View smart devices under your private residence door, you can reference this article for assistance.

How do I check if my Smart Home Devices are connected to the internet?

You can check the internet connectivity status of your Smart Home devices by viewing them in the Latch App. After tapping on View Smart Devices, you will see a list of the devices associated with your unit. Under each of your devices, there will be a brief status message that lets you know if the device is Connected, Disconnected, or in another state. 

If a device is displaying in the Latch App with a Disconnected or Tap to Connect status, it is not connected to the internet. 

If you are experiencing issues with getting any device connected to the internet, please contact your property management team or Support@latch.com for assistance.

How do I check if my Smart Devices are connected to the Internet?

You can check the internet connectivity status of your Smart Home devices by viewing them in the Latch App.

After selecting 'View smart devices' in your Latch App, you will see a list of the devices associated with your unit. Under each of your devices, there will be a brief status message to let you know if the device is Connected, Disconnected, or in another state. 

If a device is displaying in the Latch App with a 'Disconnected' or 'Tap to Connect' status, it is not connected to the internet. In such cases, the in App prompts should be followed to connect the device to the internet. 

If you are experiencing issues with getting any device connected to the internet, please contact your property management team or support@latch.com for assistance.

Can I control or monitor my Smart Home device settings remotely?

Yes! When logged into your Latch account on a smartphone with a reliable internet connection, you can manage all of your Smart Home devices remotely from any location. 

Thermostats: You can change the temperature and mode as well as view the current temperature and internet connectivity status.

Light Switches: You can turn your lights on and off, view the current lighting status, and check the connectivity status of the switch.  

Leak Detectors: You can view the connectivity status of the leak detector, receive notifications if a new leak is detected, and view a history of previously detected leaks.

Hubs: There are no settings that you need to control as a resident. However, you can view device details and the current connectivity status of the hub.

I don't see 'View Smart Devices' under my unit in the Latch App

If you cannot see the 'View smart devices' link under your private residence door in the Latch App, we first recommend running through the following:

  1. Confirm you're signed in to the Latch App using the correct e-mail address. Signing in with the wrong account may cause confusion as the required permissions/access may not be assigned to that account.
  2. Log out of the Latch App and then log back in to refresh the App. To do this:
    • Open the Latch App menu (on the top left-hand side of the Latch App)
    • Selecting 'Settings' and 'Sign Out' 
    • Then sign back in with your correct email address and password

If after running through these steps, you still do not see 'View smart devices,' please reach out to your property manager to ensure they have you listed as a resident for your Unit.

Your property manager can reach out to our support team at support@latch.com if they have any questions or need assistance along the way. 

What should I do if my Smart Home device is not turning on?

If one of your Smart Home devices is not turning on, please request assistance from your Property Manager to resolve the issue. However, there are a few things that you can check as a resident to help troubleshoot individual devices.

For Thermostats: You can check if the Thermostat is receiving power by tapping the display or clicking one of the physical buttons on the device. The goal is to see if anything shows on the screen. If the screen does not light up or there is nothing displayed, you should contact your property manager.

For Light Switches: Light Switches can be controlled at the wall like a traditional switch or via the controls in the Latch App. If your Light Switch does not work when controlled at the wall, please review the information below. 

  1. Verify that the light bulb the switch controls is not burned out. It may be helpful to replace the bulb and see if the switch is working correctly. 
  2. If the device does not work on the wall after verifying that the light bulb is working, please contact your property manager for assistance.

For Hubs: Residents have limited interaction with the Latch Hub. If the LED light on the top of your Latch Hub is not visible, it means that there is no power and the internal backup battery is empty.

  1. If your Latch Hub uses a power cable, check that the cable is both plugged into a power outlet and connected to the back of the device. You can check if the outlet or surge protector your Hub is plugged into is working by plugging in another device to see if it receives power.

Connecting a Nest Device to a Google Account

After the thermostat is set up by an installer, the resident will be prompted to Tap to Give Consent in the Latch App. The resident will then be notified of the benefits of connecting the thermostat to their Google account, namely that they need to connect it in order to control their thermostat through the Latch App.

From there, the resident will enter a familiar "Log in with Google" flow, where the user must:

  1. Sign in or create a Google account
  2. Accept the terms of service. This only needs to be done by one resident in order to activate the thermostat.
  3. Allow Latch to access the thermostat.

Currently, thermostats must be activated by connecting a Google account within 30 days of installing and provisioning the device. After 30 days, the thermostat will be disconnected. To reactivate the thermostat, contact Support@latch.com.

 

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How do I connect a Honeywell thermostat to WiFi?

When a Honeywell thermostat has a status of Disconnected or Tap to Connect, it is not connected to the internet and must be connected. You will not be able to control the thermostat using the Latch App and the information available for display will be out of date or unavailable.

We recommend attempting to connect the thermostat to WiFi. If connecting the device to the network fails or it continues to fall offline, troubleshooting of the WiFi network is required. 

 

Honeywell T5 or T6 Thermostats

For users of the Latch App for Android:

An iOS device such as an iPhone is required to reconnect a Honeywell thermostat to a WiFi network. If you do not have an iOS device available, please contact your property manager for assistance.

 

For users of the Latch App for iOS: 

  1. Find your thermostat in the Latch App.
  2. Tap on your thermostat then tap on Tap here to connect.
  3. Press and Hold the center of the thermostat’s screen for 5 seconds to place it into pairing mode.
  4. Go to the WiFi settings on your iOS device and tap on the LYRIC network name displayed on the thermostat’s screen. This will be listed under Set up new device in the iOS WiFi settings.
  5. Select the WiFi network you want to connect your thermostat to and tap Next in the top right corner of the screen.
  6. Enter the network password if prompted.
  7. Tap Done.
  8. Return to the thermostat page in the Latch App to check that the thermostat has successfully connected to the internet.

 

Honeywell T9 or T10 Thermostats

  1. Find your thermostat in the Latch App.
  2. Tap on your thermostat then tap on Tap here to connect. Follow the on-screen instructions to connect the Thermostat to WiFi.
  3. Locate your Thermostat on the wall and tap the Menu button.
  4. Tap the WiFi option in the Menu.
  5. Choose the WiFi Network Name from the list and enter the Network Password
  6. You will see a Success message on the Thermostat when complete. Please wait a few minutes for the Thermostat to show as connected in the Latch App.

 

If the issue persists please contact Support@Latch.com for additional assistance.

Light groupings and states

Groupings

In the device list, lights are grouped by room. When all the lights in the room are off, the status will show "All lights are off". When the all the lights in the room are on, the status will show "All lights are on." When at least one light in the room is on, the bulb icon will be darkened, but "Some lights are on" will show.

 

Tapping on the grouping cell will show a list of all the individual lights. From there, users can control a single switch at a time. Any time the user touches the physical switch, the state will be reflected within the app.

 

States

Lights show the following states:

  1. Disconnected: When the hub falls offline, the status will show as disconnected.

  2. Group status: The status of the lights within a room will show as

    1. All lights are on

    2. All lights are off

    3. Some lights are on

    4. Some lights failed

  3. Individual status: The status of the lights within a room will show as

    1. Light is on

    2. Light is off

    3. Light failed

In the event of a power outage, an attempt to change the light switch status will show as "Light failed"

When the unit is occupied, property managers will only be able to see the connectivity of the light status of a group. They cannot see whether a light is on or off.