Troubleshooting

First, make sure you have the latest version of the app (available for download on the Setup Page).

If Cherry crashes when you click the Test button, start a recording, or add a light:

  • If you are using a third-party bulb (not Phillips Hue brand), try upgrading to version 1.8 or newer.

If you are stuck at “Connecting…” at the top of the Cherry window:

  • Check that your lights are still controllable via the Hue app
  • Make sure that your Hue Bridge and bulb(s) are up to date using the Hue app
  • Restart your Hue Bridge (unplug and replug power), then restart Cherry
  • Restart any smart home devices (Google Home, Alexa, HomePod, etc.) that are in your house. These sometimes confuse Cherry. Afterwards, restart Cherry.
  • Is your network setup non-standard? The Hue Bridge and your computer must be on the same wireless network for Cherry to work properly. Other configurations, such as static IP addresses, multiple subnets, etc. may confuse Cherry and make it unable to connect.

If the app crashes while attempting to purchase a license

  • Download the latest version of the app.

If bulbs get “stuck” in the Cherry color, or don’t fully return to their original state after stopping recording:

  • Ensure that you are not punching in and out too fast. Anything faster than once per second has a (small) chance to confuse Cherry.
  • Philips Hue has a “rate limiting” feature that will prevent lights from being changed too frequently. Philips does not advertise the limit, but it seems to be something like 50 changes per 30 seconds. Cherry will not be able to send more light control commands than this. If you have a lot of lights, you may hit this limit. For example, if you have 10 lights, and you try to switch Cherry on/off 5 times within 30 seconds, you will reach the limit, because 10×5=50. This is a hard limitation of the Hue system and we do not know of a workaround, other than waiting a few seconds before punching in/out again.

If your issue is still not resolved, or if your issue is not listed here, please send us an email at hello@cherrylivelight.com. In your Documents directory in Finder, look for a file called “swift_log.txt”. Please attach this file to your email (or let us know if it is missing). It contains debug information from Cherry that may help us find the source of the issue.