This article will provide you with troubleshooting guides for your ProfiLux controller. Use the index to find a problem that matches yours. If you still require assistance, please use the ticket system so we can provide further support.

1. If you are not familiar yet with the operating concept of the ProfiLux Controller, we highly recommend to first read the Knowledgebase Article “How the ProfiLux Controller works“. It gives you an understanding of the basics and the operational concept of the controller

If you are experiencing ANY of these issues, follow the steps below…

• Selected “New Configuration” which resulted in continuous loading of page, never proceeding to the next step…meanwhile the GREEN Wi-Fi light is ON
• App showed an error message during “New Configuration” steps…meanwhile the GREEN Wi-Fi light is ON
• Attempted to follow “New Configuration” steps, but did not complete the process…I can connect via the hotspot, but not over Wi-Fi…the GREEN Wi-Fi light is ON

If you are having trouble connecting to the ProfiLux via USB…

• Make sure you are using the original USB cable that was included with your ProfiLux
• Make sure your PC is using the correct USB driver intended for the ProfiLux
• Make sure you have the correct COM port number selected in GCC

Follow the steps in this article for connecting over USB

USB connectivity issue with certain computers using an AMD chipset

There have been reports of some users having issues connecting via USB even after following the above steps. Upon investigating the cause of this problem, we found that USB connectivity can be an issue for those who have a Windows computer running on certain AMD processor chips (B350 / B550 based mainboards). It seems there is an AMD-chipset bug causing connectivity issues over certain USB2.0 devices. Unfortunately, AMD has not yet identified the root cause of this problem.

If you think you may be affected, please check and see if your computer is running on an AMD chip.

1. On your Windows computer, use the search feature and type-in System information and select the app
   
2. In the “System information” page, look for the PROCESSOR type…if your computer shows an AMD processor, this is likely the cause of your connectivity issue.
   

To resolve this problem, we recommend trying the following:

1. Update processor chip to the newest firmware, then restart computer
2. Use a USB hub and connect it to the USB port on your computer then connect the GHL device to this USB hub

If you continue to have this problem, we recommend contacting the manufacturer of your motherboard. The manufacturer of your mainboard can be found in the same “System information page” along with product and version information.

If you are having trouble connecting to the ProfiLux via its hotspot signal, do the following checks…

Is your phone, tablet, or computer connected to the controller’s hotspot signal?

Do you have a dedicated connection made in the app or GCC for the ProfiLux hotspot?

GHL Connect example

Is the dedicated hotspot connection in the app or GCC, correctly configured?

GHL Connect example

GCC example

If you are having trouble connecting to your ProfiLux through your Wi-Fi network, do the following checks:

Was the Wi-Fi connectivity working before?

YES: Power cycle the ProfiLux device; turn OFF and ON, wait 30 seconds, then try to connect
NO / ABOVE DID NOT WORK: Proceed to next troubleshooting check

Is the green Wi-Fi light (left-side, center light) at the front of the device ON?

YES: Proceed to the next troubleshooting check.
NO: ProfiLux is NOT on your network. Power cycle device. If light remains OFF, proceed to the next troubleshooting check.

Are the connection settings properly configured in the app or GCC?

YES: Proceed to the next troubleshooting check
NO / NOT SURE: Open the connection settings page for the Wi-Fi connection and make sure you have the correct (current) IP address of the P4 entered into the HOST / IP field.

GHL Connect: Open the app. In the My Devices page, press the blue gear icon to the right of your dedicated Wi-Fi connection for the ProfiLux.

GHL Control Center: Open program, click Administrate (top-left of screen in Devices tab), double-click the dedicated Wi-Fi connection

GHL Connect example

GCC example

Are you able to connect via myGHL, but not through your local Wi-Fi network?

YES: If you can connect to your device via myGHL cloud, but not through your home Wi-Fi, that means your router likely assigned a new IP address for your ProfiLux. This is something that can happen to those who setup their ProfiLux using the AUTO IP method. Fortunately, the solution is quick and easy!

1. Connect to your ProfiLux via myGHL, press the menu icon and select NETWORK
2. At the top of the page, you will see “Current IP address”, write this down, then disconnect from the controller
3. In the app’s “My Devices” page, press the gear icon belonging to the connection that was giving you trouble
4. In the “Host/IP” field, type-in the IP address you wrote down in step 2 and press SAVE
5. You will now be able to connect to your device through this connection

NO / NOT SURE: Proceed to the next troubleshooting check.

Are the PROFILUX NETWORK settings properly configured?
Network name, password, etc. all correctly entered?

NOT SURE: Connect to your ProfiLux using the app (hotspot connection) or GHL Control Center (hotspot or USB) and go to the Network or Communication settings page.

Take a look at the CLIENT MODE section and make sure contains the correct information for your Wi-Fi network. It is possible the network name and/or password was incorrectly entered. Network name and password are case-sensitive fields. For example, if your Wi-Fi network name was My network and you type-in my network or mynetwork, the device will not connect because the provided name does not match the actual name — My network

When you connected the ProfiLux to your Wi-Fi network, did you set it up with an Automatic IP or Static IP?

FYI: If you selected the “New configuration” option in the app during the initial setup, your ProfiLux will be setup to your Wi-Fi network using the AUTO IP method.

Automatic IP: If your device was setup with an AUTO IP, it is possible your router assigned a new IP address to your ProfiLux. The app or GCC would not know about this change and will therefore try to connect to the OLD IP address.

You will need to find the new IP address of the ProfiLux and enter that info into the dedicated Wi-Fi connection you have in the app or GCC. See above tip “How to find the IP address that was assigned to the ProfiLux”.

Static IP: If you assigned or are assigning a static IP address to your ProfiLux, make sure you DO NOT assign an IP address which is already being used by another device on your network.

Assign a different IP address to the ProfiLux.

If you are having trouble connecting to your device via myGHL, do the following checks:

Are you able to connect to the ProfiLux through your Wi-Fi network?

YES: Proceed to the next troubleshooting check
NO: Power cycle (turn OFF / ON) the ProfiLux and wait 30 seconds.

ProfiLux 4 / 4e owners: If the green Wi-Fi light turns ON, the device is on your network

ProfiLux Mini / Light owners: Connect to the device through your Wi-Fi network. If successful, the device is on your network.

Is the myGHL feature ENABLED in your controller settings?

YES: Proceed to the next troubleshooting check
NO: Connect to your ProfiLux using the app or GCC and go to the System or Communication settings page and make sure myGHL is ENABLED

GHL Connect example

GHL Control Center example

Is the myGHL logo on the ProfiLux display flashing or blinking?

YES: Power cycle (turn OFF / ON) the ProfiLux and wait up 2 minutes to reestablish connection with the myGHL cloud servers. When the logo stops flashing and is solid, your device will be reconnected to the servers.

NO: Logo light is solid. myGHL may currently be down for maintenance. Please try again in a few hours.

Did you setup your P4 Wi-Fi settings with a Static IP address?

YES: Go to your P4’s network settings and go into the Client settings. Make sure you have the DNS server fields filled out. We recommend using 8.8.8.8
Save settings, wait 2 minutes, then try to add or connect to the device via myGHL.

NO: Disregard this step.

If your ProfiLux controller does not power ON or is unresponsive, do the following checks:

Are you using the correct power supply?

FYI: The ProfiLux requires a 12V PSU. Using a PSU with a higher voltage may lead to damaging your device! Over voltage from improper use is NOT covered under warranty.
YES: Proceed to next troubleshooting check
NO / NOT SURE: Connect the 12V PSU to the ProfiLux

Are you able to connect to the controller at all via Wi-Fi or USB?

YES: Please open a support ticket for further assistance and provide specific details about the problem
NO: Proceed to the next troubleshooting check

Is the GHL logo light at the front of the device the only thing that is ON?

YES: Recover the ProfiLux by following the emergency update steps found here (for PL Mini/Light click here).
NO:  Please test your 12V power supply with the multi-meter to make sure it is fully functional.

If the touch keys on your device are scrolling through the menu and pressing themselves without you physically touching them, it is possible this is happening for the following reasons.

Possible cause: Electromagnetic noise from another nearby device

FYI: This can be caused by inefficient lighting drivers (LED, fluorescent, MH) and/or insufficient grounding of all or some of these devices. As a result, there will be excess noise which will interfere with the responsiveness of the touch keys.

SOLUTION: Temporarily disconnect the ProfiLux and take it to another room, then power it ON and calibrate the keys by following these steps. If the issue continues after taking it back to the original room, that means there is extreme interference in your area. Find the interference and isolate if possible.

Possible cause: Touch keys need calibration

SOLUTION: Calibrate the touch keys by following the steps here.

If the problem persists, please open a support ticket and provide specific details about the problem.

If your ProfiLux display becomes frozen and touch keys (P4e/P4) become unresponsive when the USB cable is connected to it and your PC, it is possible that the computer is running on an AMD chipset.

Read the text below for an explanation of the cause of this problem and recommended solutions.

USB connectivity issue with certain computers using an AMD chipset

There have been reports of some users having issues connecting via USB even after following the above steps. Upon investigating the cause of this problem, we found that USB connectivity can be an issue for those who have a Windows computer running on certain AMD processor chips (B350 / B550 based mainboards). It seems there is an AMD-chipset bug causing connectivity issues over certain USB2.0 devices. Unfortunately, AMD has not yet identified the root cause of this problem.

If you think you may be affected, please check and see if your computer is running on an AMD chip.

1. On your Windows computer, use the search feature and type-in System information and select the app
   
2. In the “System information” page, look for the PROCESSOR type…if your computer shows an AMD processor, this is likely the cause of your connectivity issue.
   

To resolve this problem, we recommend trying the following:

1. Update processor chip to the newest firmware, then restart computer
2. Use a USB hub and connect it to the USB port on your computer then connect the GHL device to this USB hub

If you continue to have this problem, we recommend contacting the manufacturer of your motherboard. The manufacturer of your mainboard can be found in the same “System information page” along with product and version information.

If your ProfiLux is not recording your probe values, do the following:

1. Go to the settings page for each probe and make sure you have Save values enabled
2. Make sure you’ve also specified how often the ProfiLux should record those values

If you are unable to see your chart data (probes, dosing events, etc.) on the dashboard, do the following:

Make sure you’ve selected what data the chart should display:

1. Press the brush icon
2. Press the brush icon in the chart tile
3. Select the data you want the chart to display
4. Press the check mark icon to save your updated dashboard

Purchasing a new router or getting a new ISP (Internet service provider), may result in your entire network settings changing. As a result, the ProfiLux will not know of this change, nor will it know what your new network name or password will be.

Here is where you come in…

To get the ProfiLux reconnected to your network, you must provide the device with your new network info.

This process can be done in two ways:

• Via hotspot signal (Quickest option)
  • Via GHL Connect app; android or iOS
  • Via Web interface; android, iOS, windows, mac
• Via USB (Secondary option via GHL Control Center)

1. Using your phone or tablet, search for nearby Wi-Fi networks and connect to your ProfiLux Hotspot. When connected, you will see the YELLOW Wi-Fi light turn ON.
   If prompted for a password, enter Starfish.
   

2. Open the GHL Connect app and when this message appears, press Continue offline.

3. On the “My Devices” page, press ADD DEVICE, and choose your device.

4. Select Begin First Time Setup, then press NEXT.

5. Select Skip and connect manually.

6. Choose your new Wi-Fi Network, enter your network password, then press NEXT.

7. If you wish to setup a Static IP, choose the respective option, otherwise press NEXT.

8. Give your NEW local connection a name, P4 Home NEW, then press NEXT.

9. Enable hotspot, then press NEXT.

10. Give the hotspot connection a name, P4 Hotspot NEW, then press NEXT.

11. Your device will now be connected to the new network, GREEN Wi-Fi light will be ON.

At this time, you can delete the old connections by pressing the respective gear icon and tapping REMOVE.

1. Use your phone, tablet or computer and search for nearby Wi-Fi networks
2. Connect to your ProfiLux hotspot signal and type-in the password (Default: Starfish)
   

3. Open a web browser (Chrome, Edge, etc.) and type 192.168.4.1 into the address bar

4. When prompted for credentials, type-in the username and password to your ProfiLux hotspot

Username is admin
Default password is Starfish

5. From the Dashboard page, press the Menu icon and select Network

6. In the Wi-Fi settings section, press the blue gear icon to the right of Client

7. In the SSID field, type-in the new name of your Wi-Fi network

IMPORTANT: ProfiLux must be connected to a 2.4GHz network, NOT 5GHz

8. In the WiFi key field, type-in the password belonging to your Wi-Fi network

9. Press APPLY

10. Press SAVE, then YES to confirm

11. Your ProfiLux will now apply the newly entered Wi-Fi information. If that info was entered correctly, the Green Wi-Fi light on the ProfiLux will turn ON

12. Reconnect to the ProfiLux hotspot and connect to the device via the web interface once again.

13. Navigate to the Network page and write down the Current IP address as shown on your page

14. Open the GHL Connect app, press ADD DEVICE, select your device, select Add a configured device

15. In the Host / IP field, type-in the IP address you wrote down earlier; this is the IP address of your ProfiLux.

16. Press NEXT, then type-in the name you wish to give to this dedicated connection (P4 home), press DONE

You can now select the newly made connection to connect to your ProfiLux through your Wi-Fi network. Just make sure your phone or tablet is connected to the same Wi-Fi before trying to connect!

1. Connect to your ProfiLux via USB using GHL Control Center
2. Click the (+) icon to the left of System and select Communication
3. In the Settings for Client mode column, type-in your new Wi-Fi network information

SSID: Name of your Wi-Fi network
Wi-Fi key: Password belonging to your network

4. If you previously had your ProfiLux assigned with a Static IP, type-in the new IP address, subnet mask, default gateway (router IP) and DNS (8.8.8.8)

5. Click Save changes, then Disconnect

If the info was entered correctly, the Green Wi-Fi light on the ProfiLux will turn ON

6. Reconnect via USB, navigate to the Communication page and see write down the IP address that was assigned to your ProfiLux.

7. Use this IP address to update your existing dedicated Wi-Fi connection for your P4 in GCC and / or the app.

If none of these troubleshooting tips helped solve your problem, please create a support ticket so we can provide direct assistance. When creating a ticket, provide the following:

• Copy of sales receipt
• Device serial number (found underneath device)
• Detailed description of problem
• Any photos or videos which you feel help show or explain the issue