Troubleshooting Matter controller ​

In BETA access

Solve most common problems with Matter Controller integration in 1Home Server.

Table of contents

I cannot pair my Matter device ​

Most commonly this means that the device doesn't have the pairing mode turned on.

Turn on pairing mode ​

If the device is new, it should turn on pairing mode automatically for the first 15 minutes after it is powered on. If the device is already connected to another Matter compatible app such as Apple Home, Google Home etc., you have to turn on the pairing mode and get the pairing code from within this mobile app. The default QR code printed on the device will not work. For some devices such as Philips Hue or Nuki, pairing must be turned on directly from the manufacturer specific app. Check our Philips Hue and Nuki specific docs in the Recommended Matter devices guides.

Device is partially paired ​

When pairing with the mobile app, the device is first paired to your smartphone operating system (Android or iOS), which then hands over the control to the 1Home Server. If the second part failed, the device is in a sort of a "limbo" state where it is paired but can't be used. To fix this, please factory reset the device, as well as go:

• in iOS under iPhone Settings -> General - Matter Accessories then find the Matter device and unpair it.
• in Android: under smartphone Settings, search for Matter (it may take a while to find it), there you will see all devices paired locally to your smartphone. Remove the one you are having trouble with.
• don't forget to factory reset the Matter device and trying again!

Nothing works? ​

In case the pairing finishes with any other error, please try again. If it happens again, download the logs of the 1Home Server (System -> Download Logs) and send them over to our support team.

Device is offline after successful pairing ​

While the device is usually shown as online within seconds, it might sometimes take a minute or two depending on the device. If after that time it is still shown as offline and it cannot be controlled from the 1Home mobile app, please download the logs of the 1Home Server (System -> Download Logs) and send them over to our support team.

Device is not always working ​

Check the Connection History of the device. Were there any losses of the connectivity? If yes, make sure that the device is within good Thread or WiFi range.

Try using the 1Home Mobile app to control your device. Can it be normally controlled? If it is facing issues but no connectivity losses are shown in the Connection History view for this device, contact our support for help.

No devices were added after a successful pairing ​

This usually means that devices on this Matter physical device are not yet supported by the 1Home Server. If under Integrations -> Matter Controller your device is listed, follow the guide in the Supported Matter device types to help us add the support for it.

Device is slow to respond ​

Some devices that are battery powered in Matter are sleepy end devices and employ strategies to preserve their battery. Those devices only come online every couple of seconds which causes the delay in the execution of the commands.

If your device is not battery powered and is slow to respond, check the Connection History of the device. Were there any losses of the connectivity? If yes, make sure that the device is within good Thread or WiFi range.

Nothing helps? ​

Reproduce the issue, then download the logs under the System -> Download Logs and send them over to our support alongside a detail explanation of the problem and which device the problem affects. We will do our best to help you solve the issue.