Troubleshoot Legacy PowerView®

Summary:
Guidance for resolving common Legacy PowerView® shade operation issues, including remote control behavior, hub and app connectivity, movement concerns, programming loss, and scheduling problems.

Applies To:
Legacy PowerView® (prior to Fall 2022)

Getting Started

1. Using the Programming Button

Control Devices

2. Remote Control Issues
3. Scene Controller Issues

Hub and App Troubleshooting

4. Hub and App Connectivity
5. Repeaters
6. Secondary Hub Setup

Account and Control Behavior

7. Update PowerView® Account Email
8. Some Products Only Work From the Remote or the App

Product Operation Issues

9. Specialty Shapes and Legacy PowerView® Compatibility
10. Products Moving at Different Speeds
11. Reversed Operation Direction
12. Product Not Moving as Much as It Is Supposed To
13. Product Moving Crooked
14. Duette® and Applause® PowerView® Shades That Lower Unevenly
15. Motor Running but Product Is Not Moving

Programming and Scheduling

16. Programming Appears to Disappear
17. My Schedules Aren’t Working

Network Changes

18. Reset Wi-Fi Connection to Primary Gen 2 Hub
19. Reset Wi-Fi Configuration for Secondary Gen 2 Hub

Using the Programming Button

1. Press and release the programming button on the shade headrail to test basic operation.

2. If the shade does not respond, replace or recharge the batteries.

3. If the product does not have a programming button, it may not be a Hunter Douglas motorized product or may use a Somfy motor.

   • If the product is confirmed to be Somfy, visit the Somfy Support Center.

Remote Control Issues

1. Check for common low-battery symptoms such as flickering lights or reverting to channel one.

2. Remove the Pebble® remote from its holder and verify battery orientation.

3. Replace the batteries using two CR2032 batteries.

4. Test shade operation again.

For programming guidance, refer to the PowerView® Automation Remote Control Guide.

Scene Controller Issues

1. Confirm the scene controller is added in the PowerView® App.

2. Verify that scenes have been synced from the app to the controller.

3. Test scene operation:

   • Select Select to activate the controller.

   • Use the left and right arrows to scroll through available scenes.

   • Select Select again to operate the desired scene.

   • Use the favorite buttons to operate assigned favorite scenes.

4. Replace the batteries if the controller does not respond.

Click on Select to activate the scene controller.	Select the right and left arrows to scroll through available scenes.	Use Select to operate a desired scene.	Select the favorite buttons to operate the desired favorite scene.

Hub and App Connectivity

1. Open the PowerView® App and navigate to the Homes List by tapping the caret ( > ) to the right of the Home name on the More tab.

2. Confirm that the PowerView® Hub appears in the Homes List.

   • If the Hub does not appear, select Enable Legacy Hub Scanning at the bottom of the Homes List, if available.

   • Follow the on-screen instructions to complete Legacy Hub setup.

3. Return to the dashboard by selecting the Home name, then open the Scenes tab.

   • Select the gear icon next to the scene you are trying to operate.

   • Confirm that the product you want to control is included in the scene.

   • If the product is missing, select Edit, add the product, and save the scene.

4. If the product still does not respond, verify that any repeaters in the home are paired correctly with the Hub.

5. If the app displays a welcome screen prompting you to connect to the Hub, select Connect to Hub and follow the guided setup instructions in the app.

6. If the Hub does not connect:

   • Fully close the PowerView® App.

   • Confirm your mobile device is connected to the same Wi-Fi network as the Hub.

   • Reopen the app and attempt to connect again.

   • If needed, select My Hub Is Not Shown Here and allow the app time to search for the Hub.

7. To test RemoteConnect™ functionality:

   • Confirm the Hub is registered.

   • Turn off Wi-Fi on your mobile device.

   • Open the Scenes tab and attempt to operate a scene.

   • If the scene operates, RemoteConnect is working as expected.

8. If you are stuck in RemoteConnect while physically in the home:

   • Confirm both the Hub and your mobile device are connected to the same local Wi-Fi network.

   • Close and reopen the app, then try again.

Repeaters

1. Confirm repeaters are present if needed for signal coverage.

2. Plug the repeater into power near the Hub.

3. Update repeaters by pressing and holding the P button on the back of the Hub until the Hub turns amber.

4. Discover repeaters in the app.

5. Add repeaters one at a time as needed.

Do not exceed six repeaters per home, as too many can interfere with signal performance.

Secondary Hub

1. Connect the secondary Hub to Ethernet, then power.
   
   

2. Allow the Hub to complete firmware updates without interruption.

3. Confirm the LED turns solid green when configuration is complete.
   
   

4. In the app, open the Hub menu to view the primary Hub and any nested secondary Hubs.
   
   

Update PowerView® Account Email

Users can change their PowerView® account email by creating a new account and then updating their Hub registration to the new account. This is useful when:

• A user changed their email address, and they no longer have access to the email address registered to their PowerView® Account.
• A user wants to update the email address to which the PowerView® account is registered.
• An installer registered the PowerView® Hub to their own account, and the homeowner would like to register the Hub to the homeowner’s account.
• A new homeowner acquires a Hub registered to the previous homeowner.

The email address cannot be updated in the existing PowerView® Account. However, in any of the above scenarios, follow the simple set of instructions below to create a new PowerView® account with the preferred email and then register the Hub to the new account:

1. Sign out of the old account you no longer want to use.
2. Create a new PowerView® Account, making sure to confirm the new account through your email.
3. Sign in to the PowerView® App with the new account.
4. Unregister the PowerView® Hub from the old account by navigating to More > Accessories > Hubs. Select your Hub, and then click on the email address it is registered to. This should prompt you with an option to unregister the Hub.
5. Tap on Register Hub to register the Hub to the current account. 

If users integrated their PowerView® setup with a home automation system, such as Amazon Alexa or Google Assistant, they will need to disable the PowerView® Scenes Skill or Action and then enable it again so that the accounts can be reconnected. It is best to delete any existing Scenes from the Alexa or Google Home apps before reconnecting the accounts to avoid creating duplicate Scenes and Scene names.

Some Products Only Work From the Remote, Some Only Work on the App

• This is most likely a pairing issue. Each scenario is different, and we want to make sure each one is done in the best way for the application. 
• If you have additional questions, we recommend reaching out to your original dealer or installer for support.

Specialty Shapes and Legacy PowerView® Compatibility

Legacy PowerView® Automation does not support operable arches or angled honeycomb shades.

If a Legacy PowerView® product is an arch or angled shade:

• Lack of response to app, remote, or schedules is expected.

• This behavior does not indicate a motor or programming failure.

• No reset or troubleshooting steps will enable automated movement.

Operable arches and angled honeycomb shades require PowerView® Gen 3 Automation.

Products Moving at Different Speeds

1. Understand that movement speed can vary due to power source, installation, fabric weight, and product type.

2. For identical products, confirm limits are set so shades stop at the same top and bottom positions.

Travel speed may still vary and is not guaranteed to match.

Reversed Operation Direction

Use this guidance if the shade moves up when instructed to go down, or down when instructed to go up.

Products Manufactured Between September 17, 2017 and October 14, 2019

1. Move the product to approximately 12 inches from the top using the remote.

2. Press and hold the programming button on the headrail for about six seconds until the product jogs once.

3. Release the programming button. The product will begin moving automatically.

4. Use the remote to stop the product before it reaches its first limit.

5. While pressing and holding the programming button, press and release STOP on the remote.

6. The product LED will blink and the product will jog, indicating the open/close orientation has been reversed.

7. Perform another six-second calibration reset.

8. Allow the product to move through its limits and stop.

9. Test operation with the remote to confirm the direction is correct.

Products Manufactured After October 15, 2019

1. Move the product to approximately 12 inches from the top using the PowerView® Remote.

2. Press and hold the programming button for about six seconds until the product jogs once.

3. Release the programming button. The product will begin moving automatically.

4. Use the remote to stop the product before it reaches its first limit.

5. Press and hold STOP on the remote for about six seconds until the remote lights blink. Ensure no groups are selected.

6. While the remote is blinking, press and hold the programming button and:

   • Press the left arrow for reverse roll direction, or

   • Press the right arrow for standard roll direction.

7. Press and hold STOP again for about six seconds, or until the remote stops blinking.

8. Perform another six-second calibration reset.

9. Allow the product to move through its limits and stop.

10. Test operation with the remote to confirm the direction is correct.

Product Not Moving as Much as It Is Supposed To

Note: If the product is moving crooked, do not follow this section. Refer to Product Moving Crooked instead.

1. Press and hold the programming button on the headrail for about six seconds until the product jogs.

2. Release the programming button. The product will automatically travel to the fully open and fully closed positions.

3. Allow the product to stop completely, then test operation with the remote.

4. If the programming button is not accessible, troubleshooting accuracy may be limited.

5. If the issue continues, check the power source:

   • Confirm batteries are installed correctly, or

   • Confirm all power cords are securely connected.

6. If comfortable doing so, adjust the upper and lower limits.

7. If the issue remains unresolved, contact the installer or dealer for assistance.

Product Moving Crooked

If the product is moving unevenly or the bottom rail is out of level, contact the installer or dealer.

For Duette® and Applause® Honeycomb Shades, refer to the section below for additional guidance.

Duette® and Applause® PowerView® Shades That Lower Unevenly

This condition most often occurs on long, narrow shades and is typically caused by the motor being operated while the shade was stacked and uninstalled.

Common causes include:

• The motor was powered on during bench testing while the shade was stacked.

• The motor was accidentally operated before installation.

Why this happens
Honeycomb shades ship fully stacked. If operated before installation, the bottom rail cannot deploy properly and the internal cords may unspool unevenly. This can cause the bottom rail to hang significantly out of level.

Honeycomb shades must be installed before motor operation so fabric weight and gravity keep the cord spools aligned.

Field Correction (No Remake Required)

1. While the shade is moving downward, gently pull down on the bottom rail.

2. Focus on the side that appears most uneven.

3. Allow the shade to complete its movement and rewind properly.

This correction can typically be completed in the field without a remake.

If this occurs follow the steps provided in this video tutorial:

Motor Running but Product Is Not Moving

If the motor can be heard running but the product does not move, contact the installer or dealer for evaluation and next steps.

Programming Appears to Disappear Often

1. Confirm the product moves fully up and/or down when pressing and releasing the programming button.

2. If possible, disconnect the power cable between the power source and the shade, wait 10 seconds, then reconnect.

3. Identify the power source and follow the appropriate guidance:

AA Battery

• Replace all batteries (12 AA batteries required).

C-Sized Battery Wand

• Confirm the wand is clipped into its mounting bracket to complete the circuit.

• Replace batteries if needed.

DC Power Supply or Multi-Shade Power Supplies

• Contact the installer or dealer for assistance.

Programming Appears to Disappear

1. Confirm the shade travels fully up and down using the programming button.

2. Power-cycle the product when possible.

3. Verify the correct power source and battery installation.

My Schedules Aren’t Working

Use this section when shades do not move as expected based on scheduled events.

1. Confirm the PowerView® Hub LED status.

   • A solid blue LED indicates the Hub is connected to the local network.

   • A red LED indicates the Hub is no longer connected to the network and schedules will not update correctly.

2. Confirm the Hub is online.

   • The Hub checks the internet nightly to sync time updates.

   • If the Hub is offline, the PowerView® App will display a notification.

   • When offline, schedules may continue to run based on the Hub’s last known time, which can cause drift.

3. Verify the issue is truly schedule-related.

   • Manually activate the scene tied to the schedule.

   • If the scene does not activate, troubleshoot scene or product operation before continuing.

4. Sync shade memory to refresh schedule data.

   • Open the PowerView® App.

   • Navigate to the affected shade.

   • Open Advanced Settings and select Sync Shade Memory.

   • Allow the sync to complete, then retest the schedule.

5. Create a short test schedule.

   • Set a temporary schedule five minutes in the future.

   • If the test schedule runs correctly, delete the original schedule and recreate it.

6. Verify Location Services for sunrise or sunset schedules.

   • Sunrise- and sunset-based schedules require Location Services to be enabled.

   iOS:
   Settings > PowerView® > Location > While Using the App
   Toggle Precise Location on for best accuracy.
   
     

   Android:
   Settings > Apps > PowerView® > Permissions > Location
   Select Allow all the time (recommended) or Allow only while using the app.
   
   

7. Evaluate signal strength if schedules continue to behave inconsistently.

   • Intermittent schedule execution can indicate a signal issue.

   • Contact the dealer to evaluate the need for an additional repeater or secondary Hub.

Reset Wi-Fi Connection to Primary Gen 2 Hub

Use this section when the Wi-Fi password has changed or the router has been replaced.

If possible, reconfigure Wi-Fi before disconnecting the old router. If the router or password has already changed, continue with the steps below.

1. Connect the PowerView® Gen 2 Hub to the new network using an Ethernet cable.

2. Open the PowerView® App and select Hub from the main menu.

   

3. Select the information icon ( i ) next to the Hub name to open the Hub Detail page.

   

4. Select the Wi-Fi network name shown on the Hub Detail page to open the Wi-Fi Configuration screen.

   

5. Select Forget This Network.

   • The Hub will restart automatically.

6. Fully close the PowerView® App.

7. When the Hub restarts, disconnect the Ethernet cable.

   • The Hub LED will flash aqua, then turn solid magenta.

8. Reopen the PowerView® App.

   • The Hub will appear as Wi-Fi Hub – Hub Gen 2 Wi-Fi with the option to Configure.

9. Select Configure and follow the on-screen prompts to join the Hub to the new Wi-Fi network.

10. Confirm successful reconnection.

    • The Hub LED should return to solid blue.

    • All existing shades, rooms, scenes, and schedules should remain intact.

Reset Wi-Fi Configuration for Secondary Gen 2 Hub

Use this section when a home has multiple PowerView® Gen 2 Hubs and the Wi-Fi password has changed or the router has been replaced.

Secondary Hubs that were previously configured wirelessly will continue searching for the old network after a router or password change. When this occurs, the Hub will show a red LED and will not reconnect automatically. In these cases, a full reset and reconfiguration of the secondary Hub is required.

1. Confirm the primary Hub is fully configured.

   • The primary Hub must be connected to power.

   • The LED on the primary Hub must be solid blue before proceeding.

2. Open the PowerView® App and navigate to Menu > Hub.

3. Locate the secondary Hub in the list and select the information icon ( i ) next to its name.

4. Select Delete to remove the secondary Hub from the app.

5. Perform a full reset on the secondary Hub.

   • Press and hold the R button on the back of the Hub.

   • Continue holding until the front LED turns off.

   • Release the button.

6. Remove the Ethernet cable, if connected, but leave the Hub plugged into power.

7. Allow the Hub to restart.

   • The LED will blink aqua, then turn solid magenta.

8. Open the PowerView® App.

   • The app will display a new Wi-Fi Hub with an option to Configure.

9. Select Configure and follow the in-app prompts to connect the Hub to the new Wi-Fi network.

10. Confirm successful configuration.

    • The Hub LED will turn solid green once configuration is complete.

11. In the app, return to Menu > Hub.

    • The primary Hub will appear at the top.

    • All secondary Hubs will be listed beneath it in a nested view.

Note: To view or rename a secondary Hub, select it directly from the Hub list under the primary Hub.

If you have additional questions, we recommend reaching out to your original dealer or installer for support.

If you’re not sure who installed your window treatments, you can use our Dealer Locator to find a local expert or chat with an agent at help.hunterdouglas.com for further assistance.

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