How may we assist you?


l.e., Is there a gestures tutorial?

Our support team is here to help
Monday – Friday 8:00am-5:00pm (PST)

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singlecue does not control Philips Hue groups

Philips Hue published a new mobile app where the first thing you set up are groups of lights by room, rather than by scenes. singlecue still controls light Scenes. In the Philips Hue app, go into a room, and under the Scenes tab, hit the + sign to add a scene. Make sure to activate a scene at least once from the Hue app before you add it to your singlecue with the singlecue mobile app.
You can also keep on using (or download) the original “Philips Hue gen 1” app, where you define scenes directly.

Updated July 5th, 2016

singlecue does not get a remote update

We are releasing periodical updates to your singlecue software which are delivered remotely over Wi-Fi (as long as singlecue is online). We received some reports of devices that do not get the update, or get stuck during the process. While we solved the issue with a later software update, if your unit still has the older version which does not update, it will not get the fix. The solution is as simple as rebooting singlecue (unplugging singlecue’s power supply and replugging). You should get the update after the reboot – a process that may take a couple of minutes or a couple of hours – depending on online connectivity. Once updated, you can check your singlecue software version in the mobile app’s About section. The latest versions of singlecue and the mobile apps are updated here.

 

Updated February 10, 2016

iOS app crashes

The iOS app may crash if you access the settings section and change Wi-Fi network or switch singlecue (from the main menu). We apologize for this temporary inconvenience and are working to address the problem. While very unpleasant, you can work around these issues by removing the app and downloading it again, which will allow you to define a new singlecue and join another Wi-Fi network.

 

Updated: November 15, 2016

Alexa does not pair with singlecue

Please note that at the moment, singlecue works only with Alexa set to US English (available also outside of the United States). If your Alexa device is set to any language other than US English, pairing will fail.

What can I do with an unsupported entertainment device?

We are working to add as many devices as possible to the singlecue compatibility list. If you have a device type that is supported, but you have a specific model that is not supported, you can add another model under the type, and then teach singlecue the IR codes from your original remote.

If your device type is not supported yet, you can still create activities to turn on and control the companion devices. For example, if singlecue does not control your Blu-ray player, you can still set up a Custom Activity to turn on your TV and audio system, and switch them to the right input (e.g., HDMI1). Not only will you be able to turn these with one air click, but you will also enjoy touch free control over volume and mute through singlecue, while using the original Blu-ray remote to control your content. To enjoy such capability, you can add a Custom Activity, with your TV and audio system, and apply the input settings.

Tip/hack for power users – you can add a streamer and teach singlecue the IR codes of your Blu ray remote. Then create a Play Media activity to enjoy most of the Blu ray functionality.

Enjoy!

How do I add a device to an existing activity?

If you have a new device at home which you’d like to add to an existing activity on your singlecue, please follow these steps:

1. In the main mobile app menu, go to Devices:

1_devices

2. Add a device, and follow the steps to select a device type, brand and model.

2_add_device

3. With the device added, head to the main menu again, and go to Activities.

3_activities

4. Swipe an existing activity left to uncover the settings icon.

4_activity_settings

5. Tap Participating Devices.

5_participating

6. Select the new device, hit Next, and follow the rest of the screens to update the activity.

6_new_device

7. When you are done and back on the main screen, don’t forget to hit the Sync button to transfer the changes to your singlecue device.

Are there special requirements for Wi-Fi?

singlecue supports the majority of Wi-Fi B/G/N environments operating at 2.4 Ghz. There are a few exceptions:

  • 5Ghz networks are not supported.
  • Networks which require browser login are not supported. Such networks can be found at hotels, airports, certain corporate environments and other public places. We know, you are probably not thinking of taking your singlecue on a world tour, but just in case…
  • singlecue cannot see hidden networks. Please make sure your router broadcasts the network name (SSID).
  • singlecue has hard time connecting to the mobile app over different access points. E.g., let’s say you have a range extender at home for your Wi-Fi, and it emits the same network name (SSID). If singlecue is connected to your router, and your mobile phone is connected to your range extender, communication between them may get stuck (singlecue will show offline in the mobile app). Make sure both singlecue and your mobile phone communicate through the same access point.
  • IPV6 networks are not supported.
Can I control singlecue with more than one phone?

So you and your significant other like to share everything, huh? Actually, that’s the way we like it too. However, we are still working to bring you a singlecue account. When it arrives, you’ll be able to sign in to the same account from multiple phones. Until then, if you set up your singlecue using one phone and then try to change the settings of that singlecue with the mobile app on another phone, you may end up deleting all the settings you previously defined. For now, only one phone per singlecue, please.

Where do I get the app?

The singlecue mobile app will guide you through the initial set up of your new singlecue. Once set up, the mobile app will serve you with any changes to singlecue configuration, and as a source for information on new singlecue functionality.

 

The singlecue app is available free of charge for iPhones running iOS 9.0 on the App Store, and for Android phones running Android 4.3 and later on Google Play.

How do I switch a device from RF to IR control?

Some cable and satellite boxes by Dish, DirecTV and Bell, as well as certain sound systems by Bose, come by default with a remote control that uses Radio Frequency to control the device, rather than the standard InfraRed. However, these devices also have the ability to receive InfraRed – you just need to use the original device remote to change your device’s settings. Please consult the device manual or your cable provider support to make the switch.

How do I know which input to use?

Inputs refer to the sockets you have on the back of your TV, Amplifier, Receiver or Home Theater System. Each of them has a name next to it, such as HDMI1, HDMI2, Antenna, and some of them probably already have cables leading to them from other devices. For example, you may have an HDMI cable running from the HDMI output of your cable box to the HDMI1 input of your TV. That’s your cable box’s way to convey to the TV both audio and video. In this case, it means that during Watch Cable activity, your TV needs to be set to HDMI1.

You may not have to peek behind your devices. With most modern TVs and Receivers, the set input is briefly shown when the device is turned on, or when your switch to this input. So, for example, if you use your standard remote to open your TV as you are used to, you will probably see the input displayed briefly somewhere on the TV screen.

How do I define favorite channels?

While adding a Watch Smart TV or Watch Cable activity, the mobile app will ask you to define favorite channels (optional). On the left column, type in the channel number. The middle column offers you the option to give your channel a friendly name (up to 4 characters). E.g., CNN, ESPN, etc. At the moment, the singlecue screen designates each favorite channel by Fav + number. E.g., Fav1, Fav2, etc. LAter on, when you name a channel, the name will appear on the singlecue screen for you to select, under the Favorites menu. Without a name, the channel number will appear as the icon on singlecue.

When you enter favorite channels, you also have the option to select on the right column which of these channels will be the default channel when launching this activity. So, for example, if you add the home icon next to the first channel on the list, every time you launch Watch Cable, your cable box will automatically switch to this channel.

How many devices does singlecue support?

You can define as many devices as you’d like, but note that singlecue is currently limited to 6 activities (more coming soon). Each type of activity has its own limitations, based on what makes sense, it terms of the devices you can add. E.g., at the moment, for Watch Cable, you can add a TV or a projector, cable or satellite box and an amplifier (AV Receiver, Home Theater System or Soundbar). Therefore, for this particular activity, the limit is 3 devices working simultaneously. As additional devices get supported, such as lighting and climate control, you will have more devices controlled simultaneously.

Can I define my own device with IR commands?

While you cannot define any device from scratch, you can teach singlecue IR codes from original remotes, as long as the device type is supported. Check the supported device list for the latest.

My device’s brand is not on the supported devices list, how can I control it?

First, just to be sure, please check the sticker behind or underneath your device (the one with the serial number). Sometimes, the brand appearing on the front of the device does not reflect the actual manufacturer’s brand. If the sticker shows a name of a different manufacturer, try looking it up on the supported device list at www.singlecue.com/compatibility.

A model different than the one you have (though under the same brand) may have the right codes for your device. Therefore, even if your specific model family does not work, try out other models under your device’s brand. Once you select a device model in the mobile app, some remote buttons will appear in the mobile app to let you try the codes out and verify it all works.

Finally, if you cannot find the right IR codes for your device in the singlecue app, you can still teach singlecue the IR codes of your device from its original remote.

How can I control a device that is not on the supported devices list?

We are working to bring manual Infrared learning to singlecue, and you’ll be able to teach singlecue all the relevant commands by pointing your original device remote at singlecue and pressing the respective buttons when prompted in the mobile app. Bear with us, it’s coming.

With respect to Wi-Fi controlled devices, such as smart home hubs, smart locks and more, they are coming too.

I forgot my Wi-Fi password, how do I get singlecue online?

Happens to everyone, and it’s annoying every time it happens. Check your router’s documentation to learn how to reset your network password.

Does singlecue support the WPS button on my router?

At this point, it doesn’t. However, joining singlecue to your home Wi-Fi is pretty easy with the mobile app (available on Google Play and the App Store).

What can I do if I dont have Wi-Fi?

If you have issues with Wi-Fi reception specifically where you want to place singlecue, you can set up singlecue elsewhere at your home where you have better reception, and then reposition singlecue in the desired location. Note that to apply any changes you make, or to get updates, you’ll need to repeat the exercise and move singlecue temporarily to an area with Wi-Fi reception.

Alternatively, with today’s smartphones and data plans, you can harness a second smartphone to your aid by having it serve as a hotspot for both your primary smartphone and singlecue. If you choose this route, you will need to reestablish this hotspot periodically for singlecue to get updates.

Do I have to have Wi-Fi to use singlecue?

Wi-Fi is needed so your phone can let singlecue know which devices you have, which activities you define and what are the right settings for your singlecue. Also, once singlecue is online it can get updates and enjoy new features and support for the latest devices we add.

How do I connect my phone to singlecue?

Your smartphone (iOS or Android) needs to be connected to singlecue, serving as means of letting singlecue know which devices you wish to control, add activities for these devices and generally control the singlecue settings.
The connection is established through the singlecue mobile app (available on Google Play and the App Store). The app itself will walk you through the connection process, until your smartphone and singlecue can communicate over your home Wi-Fi network.
Note that once you establish the connection, your phone and singlecue should remain on the same Wi-Fi network to communicate. If one of them disconnects from the network (or the network becomes unavailable) you may be prompted to reestablish the connection. The mobile app will walk you through that process as well.

For which languages is singlecue available?

singlecue itself is operated using touch free gestures and selecting universal icons – no specific language is required. The mobile app is offered in English, Portugese and Chinese (Simplified). We will announce more languages soon.

Are the devices I have supported?

Please check the full list of supported devices on www.singlecue.com/compatibility. Note that we keep on updating the list and adding devices on an ongoing basis.

How do I connect singlecue to the devices I have?

singlecue does not require a physical connection (e.g., with a cable) to any of the devices it controls. It uses Infrared commands, just like your average remote. You do need to let singlecue know which devices you wish to control using the singlecue mobile app (available on Google Play and the App Store).

 

How do I tell singlecue which devices I want to control?

On your first setup, please download the singlecue mobile app (on Google Play and the App Store). The app will help you define the devices you wish to control using singlecue, as well as activities in which these devices work together as one experience.

 

What power adapter does singlecue need?

In the box with your singlecue you received a power adapter matching the power requirements in the country where your singlecue was purchased. Should you be interested in using a different power supply, please verify it matches the same specifications listed on the power adapter provided with singlecue.
The singlecue power supply covers the majority of power grids in the worlds, so a simple plug adapter may be enough, in the event your power supply plug does not match your local power outlet.

 

How do I mount singlecue on a flat-panel TV?

To mount singlecue on top of your slim TV, follow these three steps:
1. Unfold the base
Hold the mount securely below the singlecue logo plate and unfold its base by approximately 90°

2. Place singlecue
Place singlecue on top of your TV with its front metal plate leaning against the top front of the TV and the base leaning against the back of the TV.

3. Verify balance
Place one hand in front of singlecue, and with your other hand apply light pressure on singlecue’s back toward the front. Verify singlecue is well balanced and does not tip over. Adjust the mount if necessary.

Where should I place my singlecue?

Place your singlecue device where most of the devices you want to control are located.
You should naturally direct your gestures at both singlecue and the devices it controls. You can position singlecue on any shelf or counter top by simply placing it in the desired location, no connection are necessary other than an electricity outlet for the power cable.
You can also mount singlecue on a TV.
Note that singlecue is intended for indoor use only.

 

How to teach singlecue IR commands

In the event one of the infrared codes singlecue uses does not work properly on your device, or you wish to change an entire set of IR codes, singlecue has the capability to learn IR codes from the original remote of your device.

To teach singlecue IR commands:

  1. In the singlecue mobile app, go to the device list
    1
  2. Swipe left the device which IR codes you wish to change or add to
  3. Tap the settings icon (the cog)
    3
  4. Select “IR codes”
    4
  5. If singlecue already has an IR code, swipe it left to reveal the “Learn” button and tap it
    5
  6. singlecue switches to learning mode for 20 seconds
    6
  7. Position your original remote 10’ (up to 3m) away from singlecue, with the IR window of the remote pointing squarely at the front of singlecue
  8. Press firmly on the remote button with the command you wish singlecue to learn
  9. singlecue will learn the command and the mobile app will return to the list of IR codes
    9

Sometimes, singlecue may be missing a specific command for a specific device model. In that case the command will appear darker on the list, with only the “Learn” button available. Tap it to teach singlecue, going through steps 6 to 9 above.
10
In the event you simply wish to remove an IR code, you can swipe left a command and then tap the red X button. A command you clear will no longer be used by singlecue, and the icon associated with it will not be shown in the singlecue menu (while that’s not the intention, you can use this as a way to remove icons you don’t want from the singlecue interface). If you have a change of heart and would like to restore the default IR commands, simply tap: “restore default”.
11
Assuming your device is already in use in one of the Activities synced on singlecue, the mobile app will trigger a sync to ensure the new command is available on singlecue. If, for some reason, the sync does not pop up for you automatically, you can always go settings on the main menu:
12
And hit the sync button at the bottom:
13

Is there a gestures tutorial?
How do I find my way in the singlecue menus?

Once you unlock singlecue, you have access to the singlecue menus. The top most menu is the Home menu, with the activities you set up. Clicking any of the activities will launch it, turning on all the participating devices. At this point the singlecue screen will slide down to the activity menu, offering the main functions for controlling the participating devices. To return to the Home menu, click the Home icon on the left. The Home menu also offers the STBY icon, for turning off the current media activity, powering off all participating devices.

 

For a full manual of the singlecue menus and icons, encompassing all potential activities, click here.

What do the singlecue icons mean?

We designed the icons based on universal signs, but we realize different devices and remotes you have may use different icons and symbols. Please check our full manual of the singlecue menus and icons to learn what the icons mean.

Is it possible to change the singlecue menu sensitivity?

Yes, you can control the level of sensitivity in which the singlecue menu react to your finger movement:

1. Access the settings menu on the mobile app:

sensitivity1

2. Choose Sensitivity:

sensitivity2

3. Select the desired sensitivity level:

sensitivity3

4. Hit Done, and make sure the mobile app syncs to your singlecue to apply the change. On iOS you’ll need to hit the Sync button on the main screen. In Android the change will be conveyed to singlecue once you hit Done.

If you are unhappy about the new sensitivity, you can come back and experiment with the other levels to your heart’s content. Just make sure to sync after each change of the settings.

How do I turn the singlecue sound off?

To turn singlecue’s audio feedback for navigation and selection off:

1. Access the settings menu on the mobile app:

sound1

2. Choose Sound:

sound2

3. Flip the switch to off:

sound3

4. Hit Done, and make sure the mobile app syncs to your singlecue to apply the change. On iOS you’ll need to hit the Sync button on the main screen. In Android the change will be conveyed to singlecue once you hit Done.

What are singlecue’s safety guidelines?

Your singlecue is equipped with sensitive electronic components, below are safety and care instructions:

Important!
Cleaning. Unplug singlecue from the wall outlet before cleaning. singlecue should be cleaned only with a polishing cloth or a soft dry cloth. Do not use any detergents.
Water and moisture. Do not use singlecue near water — for example, near a bathtub, wash bowl, kitchen sink; in a wet basement; or near a swimming pool; and the like. Never spill liquid of any kind on singlecue.
Location. singlecue is intended for indoor use only. Do not place singlecue on an unstable cart, stand, tripod, bracket, or table. singlecue may fall, causing serious injury to a child or adult, and serious damage to singlecue. Use only on flat and stable table or shelf top, or mounted on top of the TV, as specified in the set up instructions. When placing on top of a TV, ensure product stability by placing a hand in front of singlecue (waiting to catch it) and lightly push from the back toward the front, to ensure singlecue cannot easily tip over.
Ventilation. Never cover singlecue or place any object blocking its vents.
Power sources. Use only the power adapter provided with singlecue, or one with identical specifications as listed on the singlecue power adapter sticker.
Nonuse periods. singlecue’s power cord should be unplugged from the outlet when left unused for a long period of time.
Heat. singlecue should be situated away from heat sources such as radiators, heat registers, stoves, or other products (including amplifiers) that produce heat.

This device complies with part 15 of FCC Rules and EN55022/4. Operation is subject to the following two conditions; (1) This device may not cause harmful interference, and (2) this device must accept any interference received, including interference that may cause undesired operation.

Specifications:
Operating temperature: 32° to 95° F (0° to 35° C)
Storage temperature: -4° to 113° F (-20° to 45° C)
Relative humidity: 5% to 95% non-condensing
Power supply: input: 100-240V; 50/60Hz; output: 5V DC, 2.4A
For more information visit www.singlecue.com/specs

Is my singlecue software up to date?

Your singlecue receives automatic updates whenever they are released, as long as its online. To check your software version, go to the About section of the mobile app. Following are the most recent releases:

 

iOS app version 2.16.0.242, released on June 4, 2017:
When adding or editing an activity, a new input selection screen allows you to test the various sources to verify you select the right input.
Bug fixes.

 

Android app version 3.71.0.1142 , released on May 7, 2017:
Bug fixes.

 

Device software version 1.25.6.3275, released on May 7, 2017:
NEW GESTURE AVAILABLE!!! Wave to turn your devices on and off. To Wave, first raise an open palm facing singlecue, and then wave gently from side to side. Learn how.

How can several people use singlecue?

Just like you don’t have multiple people controlling the same remote or smartphone at the same time, you can’t have multiple people control singlecue simultaneously – it just doesn’t make sense. singlecue recognizes the first finger raised in front of it, and the lucky owner of that finger is the person exercising control over singlecue. Only when this finger is no longer presented to singlecue, will singlecue start looking for another finger.

Having said that, control over singlecue is not limited by the number of controllers or phones around. Anyone can raise their finger in front of singlecue and enjoy touch free control over their devices at home. One of the distinct benefits is that unlike traditional remotes, you don’t have to hand your finger to someone else – they can use their own

Can I define my own gestures?

Sorry, nope. We have A LOT of experience with gesture interfaces, and after conducting numerous usability testing sessions, we’ve come up with what we believe is the best way to control and enjoy singlecue and your home. We may consider in the future opening the gestures for personalization.

 

How do I turn an activity off?

To turn an activity off, simply select the Power icon on the activities menu (waiting for you on the right).

What are activities?

Activities are a way to make several devices behave as one experience. When you launch an activity, all the relevant devices turn on together, with the right settings applied. Then, singlecue presents the most useful functions for that specific activity.

Let’s try an example. When you launch Watch Cable activity, your TV and Cable Box will turn on together, and your TV will be set to HDMI1, where it receives input from your Cable Box. Now, when you switch channels on singlecue they control the Cable Box, but when you incease the volume on singlecue it controls your TV. This was just an example – you can set activities to your liking, and with more devices, using the mobile app.

 

Does singlecue have a microphone?

singlecue does have a speaker for audio feedback, but no microphone. It doesn’t listen and doesn’t record anything. You know how gestures are, they are kind of silent…

My device fell and broke, what do I do?

As you might have guessed, breakage is not covered by our warranty. However, you are always welcome to contact our support center and our representatives will try to help you get a working singlecue as soon as possible.

How do I turn singlecue on and off?

While you can always pull the plug on singlecue, why would you? singlecue is always standing by at your command. The STBY icon on the singlecue menu is there to turn off the devices singlecue controls.

Are there special care and maintenance instructions?

Well, since you asked…

Cleaning. Unplug singlecue from the wall outlet before cleaning. singlecue should be cleaned only with a polishing cloth or a soft dry cloth. Do not use any detergents.

Water and moisture. Do not use singlecue near water – for example, near a bathtub, wash bowl, kitchen sink; in a wet basement; or near a swimming pool; and the like. Never spill liquid of any kind on singlecue.

Location. singlecue is intended for indoor use only. Do not place singlecue on an unstable cart, stand, tripod, bracket, or table. singlecue may fall, causing serious injury to a child or adult, and serious damage to singlecue. Use only on flat and stable table or shelf top, or mounted on top of the TV, as specified in the set up instructions. When placing on top of a TV, ensure product stability by placing a hand in front of singlecue (waiting to catch it) and lightly push from the back toward the front, to ensure singlecue cannot easily tip over.

Ventilation. Never cover singlecue or place any object blocking its vents.

Power sources. Use only the power adapter provided with singlecue, or one with identical specifications as listed on the singlecue power adapter sticker.

Nonuse periods. singlecue’s power cord should be unplugged from the outlet when left unused for a long period of time.

Heat. singlecue should be situated away from heat sources such as radiators, heat registers, stoves, or other products (including amplifiers) that produce heat.

Operating temperature: 32° to 95° F (0° to 35° C)

Storage temperature: -4° to 113° F (-20° to 45° C)

Power supply: input: 100-240V; output:5V DC, 2.4A

How does singlecue protect my privacy?

There are many ways hackers try to attack devices, and we tried to cover all bases. Communication between singlecue and the mobile app, as well as our servers, is encrypted using HTTPS. singlecue itself has a key, so even if someone gets a physical hold of your device, it is password protected from software tampering.

If you have any concerns about the singlecue sensor, worry not. singlecue does not recognize anything beyond the specific gestures it was trained to identify. It looks only for your finger, and then focuses on that area throughout the interaction. The analysis itself is done locally in real time, and no data is sent anywhere or stored on singlecue– the information is discarded the moment it is translated to menu navigation or icon selection.

For full details of our privacy practices, please read our singlecue privacy policy.

How far away can I control singlecue?

singlecue is designed to recognize your gestures from 5’ (1.5m) to 16.5’ (5m). Note that you need to be within singlecue’s field of view, so please make sure it faces your direction.

Can singlecue work in low light?

Absolutely. singlecue has a sensitive motion sensor which allows it to work with minimal lighting. Note, though, that minimal lighting is required, and the TV screen alone as a source of light may not be enough.

 

How do I pair my Alexa with my singlecue?

Connect your Amazon Echo to singlecue with the following steps:

  1. Go to the device list in the singlecue mobile app
  2. Add a new Virtual Assistant device
  3. Type Amazon as the brand
  4. That's it! The app will walk you from there...
Is there a Virtual Assistant activity?

When you add a virtual assistant device to singlecue (for example, the Amazon Echo) you enable the virtual assistant to control singlecue, so you can use voice commands to switch channels or turn on your activities, so no Activity is needed.

What can I say to control singlecue?

Once you add the Alexa enabled device to your device list you can find the full list of commands with the device settings menu. To go there follow the instructions:

  1. Select "Devices" from the side menu.
  2. Slide the "Virtual assistant device" drawer to the right and enter its settings.
  3. Select "What it can do"

You can also say to Alexa, “Alexa, ask singlecue what it can do”.

 

Which Alexa devices are supported?

Every device that can be configured with the Alexa service and has a microphone can be used to control singlecue. For example Amazon Echo, Dot, Tap and more.

I enabled the singlecue skill in the Alexa app, but voice commands still don’t work on singlecue. What do I do now?

Great, you enabled the skill. Now launch the singlecue app and finish pairing with singlecue:

  1. On the main menu, tap Devices.
  2. Tap the + button to add a new device.
  3. Select "Virtual assistant" as the device type.
  4. Type "Amazon" as the brand.
  5. Follow the on-screen instructions to complete the pairing process.
  6. Enjoy!

 

Do I need to add a new virtual assistant device in the singlecue app for every Alexa device I own?

Nope. Once you add Alexa as a Virtual assistant, you will be able to control singlecue using all of your Alexa devices which use the same Amazon account. Note that a specific singlecue unit cannot work with multiple Amazon accounts.

 

 

Does singlecue come with a warranty?

singlecue comes with a 1-year warranty for customers in the United States, covering any defects in materials and workmanship under normal use in accordance with singlecue’s user manual and care instructions. For warranty details, please refer to the singlecue terms of use.

 

If you are having problems with your singlecue, please review our support page, or contact our customer service (English only) toll free number 1-855-8SINGLE (855-874-6453) available 8am-5pm PST Monday to Friday or via email to support@singlecue.com.

 

Customers who seek service under warranty outside of the U.S. are welcome to send singlecue to our U.S. customer support center. Please note that it is the customer’s responsibility to arrange and prepay all international shipping charges or taxes that may apply.

What countries does singlecue ship to?

singlecue is currently shipping only in the United States, excluding Alaska, Hawaii, and U.S. Territories. If you are interested in shipping singlecue internationally, or to destinations we don't currently ship to, kindly visit Amazon.

What shipping methods are available?

We offer UPS Standard Ground shipping to physical addresses (we don’t ship to PO Boxes).

What payment methods can I use?

We accept payments with Visa®, MasterCard®, American Express® and PayPal.
All the payment information you submit on our website is fully encrypted and secure with SSL protocol. Our checkout process is hosted by BlueSnap Inc. which receives and processes the payment details you provide upon submitting the order. The singlecue site does not store any payment details, please refer to BlueSnap’s privacy policy for more information regarding the way they handle payment information.

Will I be charged sales tax?

If your order is shipped to an address in California or Washington, you will be subject to sales tax visible during the checkout process.

 

Please note that the price stated on our website is exclusive of any applicable Value Added Tax, export or import charges, transportation or insurance charges, customs and duty fees, personal property taxes or similar charges. Depending on the shipping destination of the Product such taxes may be added, and it is your responsibility to pay such taxes.

When will my credit card be charged?

Your credit card will be charged when you place the order. Once you successfully complete the checkout process you will receive an order confirmation email from us, containing your order reference number.

Will I be charged additional taxes and fees?

The price stated on our website does not include any applicable sales tax, Value Added Tax, export or import charges, transportation or insurance charges, customs and duty fees, personal property taxes or similar charges. Depending on the shipping destination of the Product such taxes may be added, and it is your responsibility to pay such taxes.

 

When will my order be shipped?

Once you place an order, your singlecue will be processed and shipped within 24 hours with UPS Standard Ground Shipping. Shipping time is between 3-5 business days*.

 

When your singlecue is shipped you will receive a confirmation email containing delivery service information and your tracking number. Please note that we are unable to accommodate special shipping instructions, including postponements and address changes.
* These time frames exclude any delay which may result by a third party such as customs, etc.

How do I contact customer service?

You can contact our customer service toll free number 1- 855-8SINGLE (855-874-6453) or 408-846-7495. We are available 8am-5pm PST Monday thru Friday. You can also email us support@singlecue.com.

Can I return a singlecue after I purchased?

We love singlecue, and we think you will, too. With singlecue’s return policy, you can try your new singlecue for 60 days. If you aren’t 100% satisfied with your product you can return it back to us and receive a full refund. Please reach out to our customer service support@singlecue.com for further instructions.

How do gestures work?

singlecue employs advanced computer vision algorithms that were developed and trained to look for your finger and keep track of it. singlecue is looking for a raised finger (actually raising your hand with an upright forefinger is important in that context), and then focuses its attention on its area. The gesture recognition is then translated to menu navigation and icon selection on the singlecue screen.

How does singlecue work?

singlecue recognizes certain touch free gestures, allowing you to control an icons-based menu presented on the singlecue screen. Each icon represents a function in a device you have, or a series of functions. Once you select an icon using a touch free gesture, singlecue emits InfraRed or Wi-Fi command wirelessly, controlling your device.

Seeing is believing, so take a look at these two brief videos showing you how to launch an activity and control the volume.

How does singlecue control my devices?

Singlecue uses InfraRed (IR) and Wi-Fi communication protocols to control devices in your living room. Communication protocols may be a big term, but it really means singlecue uses commands your devices already understand. For example, the majority of entertainment devices in your home are remote controlled using InfraRed (IR). In that sense, singlecue merely replaces your existing remotes, controllers and smartphone apps. The more sophisticated aspects of singlecue are its gesture control, as well as its ability to put various devices into activities, making different devices serve you together as one experience.

Smartphone singlecue connection

To keep the singlecue setup simple and friendly, you’ll be using your smartphone. The first step to enable the setup is to establish communication between your smartphone and singlecue:

  1. I have an iPhone (Bluetooth issue)
    Your iPhone uses Bluetooth to first connect with singlecue, and allow you to select a Wi-Fi network for singlecue to join. Once singlecue connects to your Wi-Fi, it no
    longer communicates with your phone over Bluetooth, but over Wi-Fi.
    If the initial Bluetooth connection fails:

    1. Reset your iPhone and singlecue (by unplugging the power supply and reconnecting it) and try again. Make sure your iPhone’s Bluetooth is turned on.
    2. If step 1 doesn’t help, perform a factory reset.
  2. I have an Android (Wi-Fi issue)
    1. In order for your Android phone to connect to the singlecue hotspot, the singlecue app requires permission to access your phone’s location services. Make sure to grant
      such permissions when prompted in the mobile app. If you do not recall giving such permission, please head over to your phone’s settings > location services, and ensure the
      singlecue app has the appropriate permission.
    2. singlecue and your smartphone should be connected to the same Wi-Fi network in order to communicate. If you have a second network at home verify that your phone and
      singlecue are connected to the same Wi-Fi network.
    3. Please ensure your Wi-Fi network meets all the requirements.
    4. Restart your Android device and singlecue (unplug and replug the power supply) and try reconnecting. Make sure your Android Wi-Fi is turned on.
    5. If none of the above helps, please try a factory reset.

Issues adding a device to singlecue

1.I can’t find my device type in the singlecue app:
Singlecue covers a large range of device types, however it is possible your device type is not supported yet. We keep adding more devices over time, so please check the
updated compatibility list for all supported device types and brands:
http://singlecue.com/compatibility/

2.I can’t find my device brand in list of devices shown in singlecue app:
Try checking you have the correct spelling of your brand.
If you still have issues finding your brand in the list, try looking for your device manufacturer name. For example, some cable boxes have your cable provider name on
the front of the device, but the device is actually manufactured by another company, under which you will find your device.
The manufacturer name can typically be found on a sticker at the bottom of the device or on its back panel.

3.I can’t find my device model:

Look for the manufacturer sticker. The model number will also appear on the product manual.
Note that the exact model is not always required, and the series of family of models may suffice.
No luck finding the model? Try contacting the store or company that provided you with the device.

find model 1                         find model 2

singlecue doesn’t detect my gestures

When you interact with singlecue using gestures, singlecue provides visual feedback on its screen. Raising a finger should bring up the unlock icon, or if singlecue is already unlocked, a menu should appear. When you perform the Shush gesture, the Mute icon should appear on the screen. If these do not happen (with the exception of remote update and sync, in which gestures do not work), it means singlecue does not respond to your gestures, and we invite you to try the following:

  1. singlecue may be stuck. Reboot the device by unplugging the power supply and replugging. Once the logo disappears from the singlecue screen wait 10 more seconds, and try raising your finger again.
  2. Maybe a refresher can help – please revisit the gesture tutorial videos to make sure you are using the gestures singlecue was designed to work with. They are also available in the mobile app, under: main screen > menu > Help > Tutorial videos. You’ll find there both “How to” explaining how to perform the gestures, and “Gestures Help”covering things to avoid.
  3. Something may be in the way of the singlecue sensor (the circle on the right side of the singlecue screen). Please verify nothing obscures your hand.
  4. Certain unique backgrounds which singlecue is untrained to deal with may be challenging for the sensor. Let's reposition singlecue and try again:
  5. The singlecue sensor is capable of capturing gestures within its field of view. Just to make sure, please try to perform the gesture directly facing singlecue (horizontally and vertically), about 10′ (3m) away from the device. If that works, but other locations do not, please contact our support team to pinpoint the issue.
  6. Singlecue can work in very low light environments, however if your room is completely dark, besides the light coming off your TV, you’ll need to turn on a light source. A small lamp around your seating position should suffice.
I’ve added a device but it doesn’t work

1.My AppleTV doesn’t work with my singlecue. If you notice the Apple TV flashing 3 times whenever you try to control it with singlecue, it means your Apple TV was paired with
a specific Apple TV remote control. You can easily unpair your Apple TV from its remote to enable singlecue control by holding down “MENU”+”LEFT” button for 6 seconds. An
unpaired remote icon will appear on the Apple TV screen once the action completes. No need to worry about the “unpairing”. Your original Apple TV remote will still work
even unpaired. You can always pair it again, whenever you wish.

2.My device doesn’t respond to singlecue:

1.It is possible that singlecue can’t send its commands to your device because it doesn’t have a clear line of sight to it. Try changing singlecue location or move your
device to a more visible location. See our recommendation how to reposition singlecue.
2.We may had an issue nailing down your device exact model. When you add a device in the mobile app, you have an option to check the Infrared codes of the specific model
work. Try some other models by adding a new device, and if one of them works, replace it with the current device you have under the main app menu > Activities > Settings
> Participating devices. Please note that if you delete a device which participates in an existing activity, you will also delete all the activities in participates in.
Make sure to switch it first, and then delete the old device.
3.My device is set up to use a RF remote and not an IR remote.

Issues adding an activity

Before adding an activity, make sure to add some devices first. Each activity requires certain devices to be added. For example, before adding a Watch Cable activity, you need to have a TV and a cable/satellite box added to the mobile app.

Head over here if you haven’t added Activities yet.

Custom activities are not optional yet, but may be available down the line.

singlecue keeps rebooting itself

singlecue is designed to receive automatic remote updates to its firmware (device software), bringing you the latest improvements and capabilities. During the remote update, singlecue may reboot itself several times.

If singlecue keeps rebooting for more than 5 minutes, it’s time to activate the doom’s day weapon – the factory reset (after which you can restore your devices, activities and settings through the mobile app, so no need to get excited about its terminal nature).

Issues connecting to the Wi-Fi network

Before attempting to troubleshoot Wi-Fi issues, please check the Wi-Fi requirements.

  1. I have a hidden network or not broadcasting my SSID.
    Hidden networks are currently not supported. Please make your router broadcasts your network name.
  2. I have a Wi-Fi network extender.
    singlecue and your phone should be connected to the network through the same device (either router or an extender). If your phone is connected to your router, and singlecue to your extender, they may have issues communicating. The best way to ensure they both connect through the same device is either turn the extender off, or at least have singlecue and your mobile phone side by side.
  3. My router has a firewall.
    Please disable your firewall during the configuration process. You can turn it back on after we finish setting up your singlecue.
  4. Attempting to connect to a Wi-Fi network that requires a login.
    Some wifi networks, particularly at hotels and airports, require browser login. While we are very appreciative of singlecue enthusiasts who carry their singlecue everywhere, at the moment singlecue does not support browser login.
    As a temporary solution you can try using a second smartphone as a hotspot and connect both your own smartphone and singlecue to such hotspot.
  5. My router uses the WEP security protocol.
    WEP security protocol is rather old and considered less secure. Therefore, we chose to support more modern protocols first, such as WPA or WPA2 + AES. This is a good opportunity for you to bump up your router’s security protocol. In the event that you can’t, note that WEP support is right around the corner, so please hang in there.
    To learn more you can visit this article
My device stopped working

If singlecue seems completely unresponsive, whether the screen is stuck on an icon that doesn’t change, or stays black:

  1. Reboot singlecue by unplugging it from the power supply, and replugging. Wait 10 seconds after the logo disappears and try operating singlecue again.
  2. The device used to work, but it no longer responds to gestures.
  3. I paired singlecue with another smartphone and I’m being asked to redefine everything.
  4. If none of the above applies, please try our doom’s day weapon – the factory reset(evil laughter echoing in the room).
  5. Still no luck? It’s time to call in the cavalry. Our support team is at your disposal. Call us, or open an online support request.
Issues with input selection
  1. How to assign display and audio system inputs to an activity
  2. If singlecue does switch your device input, but to the wrong one, it may be:
    1. The wrong input is assigned to your device.Check How to assign a different input.
    2. While most modern devices have the ability to switch to a specific input with a single InfraRed command (i.e., they can receive a remote command to switch specifically to HDMI2, Antenna, etc.), some devices do not have this option, and use a single button on their remote to scroll between the inputs (i.e., each press of the button switches the TV to the next input on the list). If that is the case, please follow these suggestions.
  3. I have an on-screen input selection menu and singlecue can’t switch inputs correctly
  4. I switch inputs by pressing the device input button until reaching the correct input. (also known as “Input scroll button”)
Issues with Activity settings
I paired singlecue with another smartphone and am being asked to redefine everything

singlecue cannot be paired with 2 different smartphones. The most recent smartphone used to connect to singlecue is the one to hold its settings.

Our apologies for any inconvenience, and we do plan to add support for controlling the same singlecue through more than one phone.

If you wish to restore your previous setting all you need to do is to sync singlecue with the smartphone it was originally paired with. Just open the singlecue app on the first smartphone, reconnect with singlecue and sync. Your singlecue will be restored to its original settings.

Should you not see a sync button on the main app screen, go to the singlecue settings through the main screen menu, and change one of the settings, such as the sound or sensitivity. Once you sync and restore singlecue, you can switch back this last setting you changed.

Factory reset procedure

1

factory-reset-1a

Unplug singlecue from the power outlet

2

factory-reset-2a

Hold down the singlecue button

3

factory-reset-3a

While holding the button down, re-plug singlecue

4

factory-reset-4a

Keep holding the button down for 10 seconds. Release once you see the screen goes black

5

factory-reset-5a

Launch the mobile app and reconnect with singlecue (see below).

 

 

 

Syncing the mobile app

The mobile app stores all your devices, activities and settings. Even after a hard reset, you don’t need to

redefine everything – simply follow these steps to reapply your settings to singlecue:

iPhone sync:

  1. On the main screen menu, select “Switch singlecue”
  2. Tap your singlecue and hit done
  3. Back on the main screen you’ll be prompted to reconnect to singlecue – please follow these steps
  4. Once connected and back on the main screen, go again to the menu, and select “Settings”
  5. Scroll down and tap the “Sync” button

Android sync:

  1. On the main screen menu, select “Switch singlecue”
  2. Choose “Existing singlecue” and follow the instructions to reconnect
  3. Once connected and back on the main screen, go again to the menu, and select “Settings”
  4. Scroll down and tap the “Sync” button
How to assign display and audio system inputs to an activity

When you add a new activity, you are automatically asked which inputs to assign to devices with such option.

Should you wish to change inputs of an existing activity, on the singlecue mobile app:

  1. Go to the menu on the main screen
  2. Tap on Activities
  3. Slide the activity left and tap its Setting (cog) icon.
  4. Tap on “Device inputs” and follow the instructions.
How can I switch inputs one by one, like I do on my remote?
If your device doesn’t have the ability to switch to a specific input based on InfraRed code (e.g., jumping directly to HDMI2 or Antenna) at all, singlecue will automatically skip the input selection screen on the mobile app while you add the activity.
If your device does have such an ability, but you still wish to switch inputs manually, you’ll need to select the “Not on the list” option at the bottom of the inputs screen.
In both cases, singlecue will now offer you as part of its on screen icons, once you launch the activity, an Input icon, to switch inputs manually:
device has input scroll
How to edit my activities settings

In order to change the settings of an activity:

  1. Open the menu on the mobile app main screen
  2. Tap on Activities
  3. Slide the activity that you wish to edit to the left
  4. Press on the Settings (cog) icon
  5. In this screen you can:
    • modify the list of “participating devices”
    • change the inputs of the display and audio system (if applicable) for this activity under “Device inputs”
    • change which device controls the volume or changes channels – hit “Device inputs” and tap Next until you reach the activity summary screen, with the volume (and channel) icons next to the respective devices.
How to add an Activity to singlecue

singlecue groups your devices into activities, making related devices behave as a single experience. When you launch a singlecue activity, a single air-click, turns on your TV, cable box and AV Receiver, setting them up for watching TV.

To add an activity you first need to add your devices to singlecue. Your devices are already in? Then go to the mobile app main screen menu, tap on “Activities”, tap the + sign, and follow the instructions.

How to add a device to singlecue

singlecue allows you to control both standard InfraRed remote-controlled devices (TV, cable box, receiver, etc.) as well as new smart home devices (e.g., Philips Hue).

To add a device to singlecue:

  1. Launch the singlecue app on your mobile phone
  2. Open the main screen menu
  3. Tap on “Devices”
  4. Tap the + sign and follow the instructions

I have an on-screen input selection menu and singlecue can’t switch inputs correctly
This is how you can get singlecue to operate your device Input Scroll in screen menu.
First you’ll need to define it for singlecue.
  1. Enter singlecue mobile app
  2. Open up the side menu
  3. Click on Activities
  4. Locate the Activity you wish singlecue to control its input selection. Slide it open and press its Settings Icon.
  5. Click on “Device inputs” and follow the instruction on screen.
    The process would take you through input definition for the devices you have associated with this activity.
  6. Reconfigure your devices inputs. When reaching the definition for the device that gave you issues with the input scrolling, Press the “not on the list” link.
  7. Select “Menu”
  8. Continue the setup process until you can complete it by pressing the Done button.
Now every time you switch to this activity, you will be presented with the Directional Pad that would allow you to select the correct input to switch to.
How to position singlecue

Position singlecue close to the devices you wish to control where you would naturally face it.
You can place it on top of your TV or on the counter where you have the rest of your devices.

Just remember to keep a clear line of sight between you and singlecue so nothing would obscure you from its sensor