Users Frequently Asked Questions

Polaris IQ Home is a range of smart home appliances that can be controlled through the IQ Home mobile application or voice assistants such as Alice and Marusya. Developed by Polaris, the Polaris IQ Home application integrates all Polaris smart home devices into a unified ecosystem and provides access to individual settings. Users can create custom scenarios for IQ Home devices, and the Polaris ecosystem will operate automatically according to those scenarios.

You can use the Polaris IQ Home application without registration, and you will have access to the full functionality of the application and devices. However, without registration, you will not be able to connect voice assistants such as "Alice" and "Marusya," enable control rights for device management, and if you uninstall the application or change your phone, the list of connected devices will be lost, and all devices will need to be reconnected.

During registration, the IQ Home application only requests the mobile phone number, which needs to be entered once or logged in using the phone's account. No additional personal information is required. The phone number is stored in the application's encrypted database located in the territory of the Russian Federation. You don't need to worry about the security of the connection as Polaris utilizes the robust Diffie-Hellman encryption protocol, which is resistant to hacking.

On the main screen of the application, click on the "New Device" button. In the opened window, under the "Nearby" section, you will see devices that are already connected to the same Wi-Fi network that your phone is currently connected to. You can also view the full list of all devices that can be connected by expanding the list with the "All Devices" button. Next, select the desired device and follow the prompts from the universal assistant in the application. You can find instructional videos on how to connect Polaris IQ Home devices on our YouTube channel.

Pairing mode is a special mode in which the device is registered in the Wi-Fi network. This mode is required to connect the smart device to a smartphone. The instructions to enter pairing mode will appear in the application menu automatically when the device is being connected to the smartphone.

The diagnostic mode is used to identify connectivity issues between the Polaris smart device and the user's Wi-Fi network (the device must be powered on for diagnostics). The application will automatically prompt when to activate this mode. It can also be manually triggered as described in the instructions.

This mode resets all previously configured Wi-Fi settings on the device, as well as the connection to the app on all phones and any set schedules. Use this mode if you plan to transfer the device to another person. It can also be used to configure the device for a new Wi-Fi network, as the Reset mode speeds up the configuration process. The app will prompt you when to activate this mode automatically. It can also be manually initiated following the instructions provided.

On the main screen of the app, press and hold the image of the device you want to remove for 2 seconds. Please note that in this case, the device will still remain configured on your Wi-Fi router. To disconnect it from the router, perform the module reset procedure (Reset).

On the page of each device in the application (except for scales), there is a panel at the bottom with 4 cells for quick launching selected programs and modes. To add any mode to this panel, simply press and hold it, then drag it onto the panel without releasing your finger.

The application features a system for controlling access rights to any device, ensuring that unauthorized individuals cannot interfere with the functioning of your smart home. To activate access control, you need to go to the device page in the application, click on the settings icon (gear) in the upper right corner, select "Access Control," and toggle the "Enable Access Control" switch to the "On" position. By doing this, you automatically become the device administrator with full access rights, while all other users are granted "View" access level. You can assign personalized access levels to each user. Any new users who connect to the device after you have activated access control will be assigned the "View" access level and will not be able to control the device until you (or another device administrator) grant them appropriate management rights.

The Polaris IQ Home app features the Shared function, which simplifies the use of a smart home for the entire family. You can easily share control of a smart device with anyone who has the IQ Home app installed. To do this, go to the device page in the app, click on the settings icon (gear) in the upper right corner, select "Access Control," and then click on the "Share" symbol. You will then see the QR code for that device on the screen. To allow the recipient to scan the QR code, they need to go to the app's main screen, click on the "Add New Device" button, and in the pop-up window, click on the scanner icon in the upper right corner. They should then point the camera at the provided QR code and follow the prompts. The QR code can be shared through various means such as SMS, email, messengers, or social media. The device's QR code remains unchanged until the Reset mode is activated on the device.

The Cross Config function allows gadgets to "learn from each other," meaning that if a user already has one connected gadget, the new one will automatically connect. Cross Config simplifies all subsequent connections.

There are no limitations in the application. However, it is worth noting that the device can only run one program at a time.

From the main page of the application, you can quickly turn on or off a device and also see which device is currently operating. Using the toggle switch, you can turn on the device in "Auto" mode.

The "Home Control" function allows you to assign a name and create or select a room for each connected device. To move devices between virtual rooms on the main screen, tap "My Profile" and then "Home Control." Press and hold the device icon and drag it between the saved rooms. Deleting a saved room will not remove the connected devices from the application.

The Wi-Fi indicator on the device follows a similar pattern for indicating its connection status to the Wi-Fi network.
If the indicator is not lit, it means that the device is not configured for Wi-Fi network and is not connected to the router.
If the indicator is flashing rapidly, it indicates that the device is in pairing mode.
If the indicator is flashing slowly, it indicates that the device is in diagnostic mode.
If the indicator is continuously lit, it means that the device is configured for Wi-Fi network and is connected to the router.
If the indicator is double flashing, it means that the device is configured for Wi-Fi network but unable to connect to the router.

1. Ensure that your device is supported by the application: On the main menu of the application, tap the "Add Device" button and expand the "All Devices" list.
2. Verify that your router operates on the 2.4 MHz frequency. Refer to your router's manual for configuration instructions.
3. Check if your router has any additional restrictions on incoming connections, such as allowing only specified MAC addresses. Refer to your router's manual for configuration instructions.
4. Enable the 802.11 b/g/n mixed wireless network mode on your router.
5. Make sure that any third-party applications installed on your phone, such as ad blockers (e.g., AdGuard) or VPNs, as well as the firewall protection level on the router, are not blocking the connection. Temporarily disable these programs during the device pairing process (or adjust the protection level on the router), and then re-enable them afterward.
6. For iPhones, disable Bluetooth in the phone's settings. It is important to disable Bluetooth in the settings, not just in the pull-down menu on the phone's screen. You can re-enable Bluetooth after completing the connection process and firmware update.
7. Ensure that you have the latest version of the application installed.
8. Restart the IQ Home application. Open the list of open applications on your smartphone and swipe up the Polaris IQ Home app window, then relaunch the program and repeat the connection process.
9. Activate the device's diagnostic mode: Press and hold the power button on the device until you hear two audible signals, then release the button and repeat the connection process.
10. Perform a device reset (Reset): Press and hold the power button on the device until you hear three audible signals, then release the button and repeat the connection process.

If the connection was successful but you are unable to control the device:

1. Ensure that your phone has reconnected to the Wi-Fi network. Open the Wi-Fi settings on your phone and manually connect to your network if necessary.
2. If the device was successfully connected but unexpectedly stops responding to commands from the application, go to the device page and tap the gear icon in the top right corner. In the "Connection Diagnostics" section, review the diagnostic chart. Tap the exclamation mark next to the red network segment and follow the instructions provided by the interactive assistant.

If you are still unable to connect the device:

• Use the feedback form within the application: On the main page of the application, go to the "Profile" section and start a new chat with support specialists.
• Use the feedback form on our website.
• Call the contact center, and an operator will assist you to the best of their ability.

The ChildLock mode is a feature that locks the buttons on the device to prevent accidental presses. You can enable and disable this mode both in the application and by pressing a specific combination of buttons on the device panel (refer to the device manual for instructions). If you activate the mode through the application and someone tries to press a button on the device while you're away, the application will send you a notification about it.

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The Polaris IQ Home device lineup is constantly expanding with new models. Stay updated by visiting our website for the latest updates.