Q: I've recently purchased your RGBW LED Controller but it's not working. I'd like to exchange it for a new one.
A: It's very rare that Hi-Line's LED strip controllers are found to be faulty, despite the possibility of this being the case. To save unnecessary return procedures, the best thing to do before considering taking this step, would be to test the RGBW LED Controller first, because a reset can often remedy the situation. To do this, push the reset button (learning key) and hold it down for about 5-10 seconds while you have power going to the LED strips. The LEDs should flash and then turn on with all colours, so you'll get a very bright white. Now the controller is reset. Push the button again, just once, and on your remote control press which zone you want. At this point, touch the colour wheel anywhere and the controller should be paired once again.
Also, before considering sending the controller to us, please make sure all of your wiring is correct. We do learn from time to time that the core cable hasn't been correctly inserted into the controller's terminals.
It's always best to try out some of the simplest solutions before you think of going through a returns procedure, which could take several days or longer to resolve. As always, if you think you have a problem, contact us first and we'll be happy to assist.
For more information on our RGBW LED Controller, please refer to the product information via the provided links. You can also learn more via our video below: