Troubleshoot PowerView+ Gen 3

Summary:
Fix issues with PowerView® Gen 3, including schedule timing, Wi-Fi setup, remote access, and account management.

Applies To:
PowerView® Gen 3 (after Spring 2022)

System Setup and App Requirements

1. System Requirements
2. App Permissions

Common Troubleshooting Topics

3. Schedules Are Not Activating at the Correct Time
4. How Daylight Saving Time Affects Your Shades
5. Shades Are Not Moving in Sync (Hembar Alignment)
6. Shades Aren’t Responding – Try Deactivating Ship Mode

Wi-Fi, Account, and Remote Access

7. Update Wi-Fi Configuration for Gateway
8. Update Your PowerView Account Email
9. Access Your Home Remotely with RemoteConnect™

Account and User Management

10. Need to Transfer Ownership of Your PowerView Home?
11. Want to Add or Manage Users in Your PowerView Home?

System Requirements

To use PowerView Gen 3, you'll need:

• An Apple iOS device (version 15.0 or higher) or Android device (version 9.0 or higher)

• The latest version of the PowerView App; free download from the Apple® App Store or from the Google Play™ store. 

• Bluetooth® enabled on your device

• A PowerView Account

All setup is completed through the app—there’s no separate remote programming required. Check out our setup videos to learn more. 

App Permissions (App version 3.7.0 and newer)

The PowerView App is designed to adapt to the features each user enables. As a result, the app will request certain permissions based on what you're trying to do.

• Bluetooth permissions are always required to connect to and control shades

• Other permissions, like Location Services, are only needed for specific features such as Schedules

• The app will prompt you only when a permission is necessary, based on what you're using

Example:
If you want to enable Schedules, the app may prompt for location or background access depending on your device’s operating system.
 

Legacy PowerView users:
If you're in a mixed system and need to set up a Legacy Hub, go to the Homes List in the app and tap Enable Legacy Hub Setup. This allows the app to use Wi-Fi AP Scanning to find Legacy devices. Additional instructions and permission requirements for Legacy users can be found in our dedicated Legacy support guide.

Android Permissions for PowerView®

Apple Permissions for PowerView®

Schedules Are Not Activating at the Correct Time

In PowerView® Gen 3, Schedules are stored directly in each shade—not in the app. That means each shade has its own internal clock, which determines exactly when it should move.

If shade clocks drift over time, you might notice some shades running their Schedules slightly earlier or later than expected. This is especially common when sunrise/sunset settings are used, since daylight times shift gradually every day during spring and fall.

To keep Schedules working correctly, each shade’s clock must be updated regularly. How that happens depends on whether your system includes a Gateway.
 

If You Have a Gateway

If your Home includes a PowerView Gen 3 Gateway (standard or Pro):

• The Gateway automatically updates shade clocks once per day

• This keeps all shades on the same time and Schedules in sync

• No manual action is required

Just make sure your Gateway is plugged in, connected to Wi-Fi, and running the latest firmware.

 

If You Don’t Have a Gateway

Without a Gateway, the PowerView App is responsible for updating the shade clocks.

• The app will attempt to update clocks once a day

• It must be running in the background and in Bluetooth range of your shades

• If the app is closed or the phone isn’t nearby, clock updates won’t occur

• If shades lose power (e.g. battery swap or power outage), Schedules will pause until the shades are reconnected

How to fix it:
Open the app while near the shades, then activate any Scene that includes the affected shades. This will reestablish the connection and trigger a clock update.

 

Consider Adding a Gateway If:

• You travel frequently and aren't always home with your phone

• You regularly force-close apps

• You live in a large home where the phone isn’t often near certain rooms
  A Gateway helps ensure schedules continue running reliably without daily phone interaction.

How Daylight Saving Time Affects Your Shades

Your shade Schedules might run too early or too late after the time change if their internal clocks weren’t updated.
 

If you have a Gateway:
The Gateway will automatically update all shade clocks. Just make sure it’s online and updated before the time change. If your shades still seem out of sync, reboot the Gateway by unplugging it and plugging it back in.
 

If you don’t have a Gateway:
Keep the PowerView App open in the background overnight leading into the time change. This will allow the app to update the shade clocks.

If the app was closed or not nearby, and your Schedules are off:

• Open the PowerView App

• Activate a Scene

• The clocks will update automatically

Note: If push notifications are enabled, you’ll get reminders about Daylight Saving Time before it takes effect.

Shades Are Not Moving in Sync (Hembar Alignment)

If your shades aren’t raising or lowering at the same speed—or they don’t start moving together—this may be caused by differences in how each shade is powered or installed.

Several factors can affect speed or alignment, including:

• Battery level

• Fabric weight or style

• Bracket tension

• Shade size or internal tube type

• Wiring variations (for hardwired shades)

Even small differences between shades can result in slightly different movement speeds. However, PowerView Gen 3 includes a feature called “Hembar Alignment” to help shades start moving together.

How Hembar Alignment Works

When Hembar Alignment is supported and active:

• Shades begin moving at the same time

• This feature works best with identical shade types and sizes, installed side by side

• Movement may still finish at different times if one shade is heavier, slower, or has low battery
   

If You’re Using a Remote

When you send a command using the PowerView Gen 3 Remote:

• Up to 12 shades can move at the same time and maintain alignment

• This is ideal for rooms with large banks of identical shades
   

If You’re Using the App Without a Gateway

When using the PowerView App without a Gateway:

• A maximum of 4 shades can move in sync

• If your Scene includes more than 4 shades, the system will trigger them in groups of 4, slightly staggered

This behavior is normal and is based on Bluetooth limitations when no Gateway is installed.

 

If You’re Using the App With a Gateway

If your system includes a PowerView Gen 3 Gateway or Gateway Pro:

• All shades in a Scene can move together

• No grouping or staggering is needed

• This is the best solution for perfect hembar alignment across many shades
  
   

Tip: Add a Gateway for Best Results

If you have more than 4 shades that need to move together—or you notice movement lag or delay—installing a Gateway is the best way to:

• Improve speed consistency

• Enable hembar alignment for all shades

• Eliminate Bluetooth-only limitations

Shades Aren’t Responding – Try Deactivating Ship Mode

If your PowerView® Gen 3 shade isn’t responding during installation, it may still be in Ship Mode. This mode is used to conserve power and ensure safe transportation for shades with an Internal Rechargeable Battery. Shades won’t respond to any commands until Ship Mode is deactivated.
 

How to Deactivate Ship Mode

Follow these steps after unpacking the shade:

1. Press and release the shade’s control button

   • The LED will turn orange

2. Press and release the control button again

   • The LED will turn white

3. Press and release the control button a third time

   • The LED will turn blue

Once the LED turns blue, the shade is awake, and Ship Mode is off.

 

Tip for Installers

You may need a small flathead screwdriver or similar tool to reach the control button, depending on the product.

 

The diagram below shows the location of the control button:

Important:

• If the shade is not installed or set up in the app within 2 hours, it will return to Ship Mode automatically

• To prevent this:

  • Begin PowerView setup right away

  • Or leave the shade partially lowered (about 10%) to keep it active

Update Wi-Fi Configuration for Gateway

If you recently changed your Wi-Fi name (SSID) or password, your PowerView® Gen 3 Gateway or Gateway Pro will need to be reconnected to the new network.

Good news: If you’re keeping the same Wi-Fi name and password (even with a new router), you do not need to reconfigure the Gateway.
 

If You Still Have Access to the Current Setup

If the installer or homeowner can access the Gateway through the app before the Wi-Fi changes:

1. Open the PowerView App

2. Go to More → Accessories → Gateways

3. Tap the Gateway you want to update

4. Select Info & Options → Forget This Network

Note: The Gateway LED will start blinking blue and purple, meaning it's still connected to the Home but not to the internet.

5. Follow the prompts to Set Up Wi-Fi

6. Choose your new Wi-Fi network and enter the password

7. Once the LED turns solid blue, your Gateway is back online
    

If the Wi-Fi Has Already Changed or You Can’t Access the Home

If the Wi-Fi credentials have already been updated—or you no longer have access to the Home from within the app—follow these on-site steps:

1. Open the PowerView App

2. On the back of the Gateway, press and hold the P button until the LED on the front turns solid amber

3. An action sheet will appear in the app

4. Tap Reset IP Network, then confirm the prompt

5. A message will appear saying Reset Complete

6. Tap Set Up Wi-Fi, enter the new network info, and finish setup

7. Wait for the LED to turn solid blue before operating shades

Note: These steps must be performed on-site, within Bluetooth range of the Gateway. If you’re updating Wi-Fi in a customer’s home, we recommend doing this before changing the network password, when possible, to avoid service interruptions.

Update Your PowerView Account Email

If you need to update the email address associated with your PowerView® Account, the system doesn’t allow edits to an existing email. Instead, you’ll need to:

• Create a new PowerView Account with your preferred email

• Transfer ownership of your PowerView Gen 3 Home from the old account to the new one

There are two paths, depending on whether you still have access to the original account.
 

Option 1 – You Don’t Have Access to the Original Account

1. Create a new PowerView Account using your preferred email

2. Sign in to the PowerView App with the new account

3. You may see a message like No Access to PowerView—this is expected

4. Keep the app open

5. On a nearby shade, press and hold the control button for 6 seconds until the LED turns amber

   • Or, if you have a Gateway, press and hold the P button on the Gateway for 6 seconds instead

6. When the action sheet appears in the app, select Take Ownership of this Home
   
   The screen below shows the action sheet that appears when you hold the shade’s control button or Gateway P button: 
    

7. Follow the steps in the app to complete the transfer
    

Option 2 – You Still Have Access to the Original Account

1. Sign in to the PowerView App with the current account

2. Go to More → Homes → [Tap current Home name] → Transfer Ownership

   • Or, from the Homes List, tap the gear icon next to the Home name and select Transfer Ownership

3. Enter the new email address and tap Send Email

4. Don’t accept the transfer yet—log out first

5. Tap More → Account Settings → Sign Out

6. Create a new PowerView Account with the new email and verify it

7. Sign in with the new account and accept the transfer

Note: The homeowner must be physically present to accept ownership if they plan to merge the Home with Legacy PowerView shades or set up Gateway Wi-Fi.

 

Smart Home Integration Tips

If you use PowerView with voice assistants:

• Amazon Alexa: Disable and re-enable the PowerView Automation Skill

• Google Assistant: Disable and re-enable the PowerView Automation Action

• Apple HomeKit, Control4®, Crestron®, Elan®, RTI, URC®: No action needed—these aren’t account-dependent

Access Your Home Remotely with RemoteConnect™

RemoteConnect™ is a PowerView® Gen 3 feature that lets you control your shades and Scenes from anywhere in the world, as long as your system is connected to the internet. With RemoteConnect, you can check your shades in real time, make updates to schedules or Scenes, and even invite someone else (like your dealer or installer) to troubleshoot without a house call.
 

What You Need

To use RemoteConnect, your system must include a:

• PowerView Gen 3 Gateway or

• PowerView Gen 3 Gateway Pro

These Gateways enable secure, cloud-based communication with your PowerView Home—even when you're not there.
 

What You Can Do with RemoteConnect

Control Your Shades & Scenes

• Open or close shades individually

• Activate Scenes from the app

• See shade movement in real time

Edit Your Home Setup

• Create, edit, or delete Scenes and Schedules

• Change room or shade names

• Invite other users to your Home

The screenshots below show how users can manage Rooms and Scenes directly within the PowerView App—even when using RemoteConnect:

Support Remote Access

• Add your installer as a temporary user

• Let a dealer troubleshoot remotely

• Reduce the need for in-person visits
   

What RemoteConnect Can’t Do

Some advanced setup features still require local access:

• You can’t add new, undiscovered shades

• You can’t sync a new remote or configure its groups

• You can’t reconfigure Gateway Wi-Fi remotely 

Need to Transfer Ownership of Your PowerView Home?

In PowerView® Gen 3, the person who sets up the Home in the app is automatically the Owner. Ownership gives full access to the Home and controls who else can join. Sometimes ownership needs to be transferred—for example, from an installer to the homeowner.
 

What Does It Mean to Be the Owner?

• The Owner can add or remove users, transfer ownership, and delete the Home

• Only one person can be the Owner at a time

• Ownership is stored securely in the cloud—not tied to a specific phone or device
   

How to Transfer Ownership During Setup (Installer or Current Owner)

The app will automatically prompt installers to transfer ownership at the end of the initial setup.
 

The screen below appears during this step:

We recommend installers complete the transfer at this stage by selecting Send Email or Share Link. This hands off control to the homeowner and avoids future access issues.
 

If the Transfer Step Was Skipped

If the installer didn’t complete the transfer during setup, they can still do it later in the app:

1. While connected to the Home, tap More

2. Tap the arrow next to the Home name to open the Homes List

3. Tap the gear icon next to the correct Home

4. Select Transfer Ownership

5. Enter the new owner’s email address or mobile number and send the invite

Note: Installer accounts open directly to the Homes List and Home Settings for quicker access.

The screens below show how to manually transfer ownership using the Homes List and Home Settings in the PowerView App:

What Happens After the Transfer

• The current Owner (installer or original account holder) remains in control until the new owner accepts the transfer

• The new owner can choose to keep or remove the previous owner

• If the installer is removed, the Home disappears from their Homes List

• If the installer still needs access, they can temporarily rejoin by holding the control button on a shade (or the Gateway P button) for 6 seconds, then tapping Temporarily Access Home in the app

When It’s Safe to Leave the Home

Once setup is complete:

• The installer can safely leave the Home using More → Homes → Gear icon → Info & More Options → Leave Home

The screen below shows where installers can choose Leave Home from the Info & Options menu after completing their work:
 

Important: Do not delete a Home unless you’re absolutely sure you are no longer the Owner. Deleting a Home removes it permanently from the cloud for everyone, and setup must start from scratch.

Want to Add or Manage Users in Your PowerView Home?

PowerView® Gen 3 lets you securely share access to your Home with others. Each person you invite can control shades, activate Scenes, or manage settings—depending on the permission level you assign.
 

Why Invite Users?

Instead of sharing one login, each person can:

• Use their own PowerView Account

• Log in from their own device

• Be given custom permissions based on what they need to do
   

How to Add a User

1. Open the PowerView App and tap More

2. Go to Users

3. Tap the plus sign in the top-right corner

4. Choose the access level:

   • Complete Access – Can control and customize the full Home

   • Basic Access – Can only operate shades and Scenes

5. If using Basic Access:

   • Tap Duration to limit access by date (great for guests or short-term rentals)

   • Tap Rooms to limit access by room (e.g., kids’ bedrooms or common areas)
      

     The screen below shows how to assign Basic Access and customize it by date and room access:

     

6. Tap Done, then choose to Send Email or Share Link to invite the new user
   
   The screens below show how to invite another user and view pending or active users in your PowerView Home:

Good to Know

• You can resend or cancel an invitation anytime

• Invitations don’t expire until accepted

• Users must verify their email and sign in with their own PowerView Account

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