Using the Harmony Help feature to fix a problem with your Activity

Did something not power on or change to the correct input? Harmony has a help feature which

can assist in correcting problems when starting or switching between Activities.

Elite Home Control Home Hub Hub Smart Keyboard Link One Smart Control Companion Touch Ultimate

Ultimate Home Ultimate Hub Ultimate One 950 Pro 200/300/350 600/650/665/700

Using help from:

Harmony 600, 650 or 700 remotes Harmony touchscreen remotes The Harmony mobile app

Using Help a lot?

Activities should start, stop, and change properly the majority of the time. The Harmony help

feature is intended to fix the occasional problem. If you find you’re using it frequently then we

recommend visiting our Harmony Activity Troubleshooter to identify and fix the root cause.

Device not in Help?

Only devices with power or input commands will be listed. For example, Roku or Apple TV

would not be listed as neither power off or change inputs themselves.

Using Help on Harmony 600/650/700

Your remote has a dedicated Help button above the screen. Once pressed the remote will try to

fix some devices on its own before it begins asking a series of questions to help correct the issue.

Be sure to keep your remote pointed at your devices so that the remote can properly

communicate with them.

Using Help on Harmony touchscreen remotes

Your remote has a Help feature that will try to fix some devices on its own before it begins

asking a series of questions to help correct the issue. Be sure to keep your remote pointed at your

devices so that the remote can properly communicate with them.

If you know the specific issue such as which device failed to power on or switch inputs, you may

also use Fix it myself. This allows you to select the problematic device and then change either

the power or input directly.

If you are using Help because an input for one of your devices has changed, you may re-run your

Activity setup. On your remote go to: MENU > Settings > Activities.

Using Help on the Harmony app

When viewing your list of Activities or when an Activity is not running you may select MENU

> Fix. You’ll be able to change either the power or input for the device you're having issues

with.

How to update your Harmony software

Harmony periodically releases updates to our remotes and hubs that may enable new features,

deliver bug fixes or improve overall stability for your device.

Using older firmware?

Typically, syncing your remote will be sufficient to update your Harmony software. However, if

you're using older firmware, then you'll need to first upgrade your firmware to version 4.x. Once

complete, syncing your remote will update your software as well (when updates are available).

If you're not sure which version you're using, open the Harmony mobile app and navigate to

MENU > About > Versions. If your firmware version (or hub software) begins with a 4, then

you have full home control capabilities. Otherwise, you'll need to upgrade to gain access to these

features. For step-by-step instructions on upgrading to firmware version 4.x, please see: Upgrade

and access the power of home control

Updating Harmony software

Software updates occur automatically when you sync Harmony from the MyHarmony desktop software.

To sync your Harmony:

1. Sign into the MyHarmony desktop software.

2. Select your remote from the gallery, on the Home tab, click Sync.

3. You'll be instructed to plug in your Harmony using the supplied USB cable.

o If a software update is available, it will automatically begin during sync.

FAQs

I have trouble downloading, installing or syncing

Make sure that you're connected to the internet using the same connection as your hub (for

hub-based remotes). If you continue to experience issues, please see our Troubleshooting

Harmony software article for more information and helpful tips.

I want to view my current software version

You can only check the current version when using a Harmony hub-based remote, Harmony

Touch or Ultimate One. However, each time you perform a sync using the MyHarmony desktop

software, Harmony will automatically push the latest version to your remote. Follow the

directions below to check the current version of your Harmony software.

Navigate to Menu, then > Settings > General > About.

Adding a device that's not found in the Harmony database

The Harmony database is stored with over 225,000 devices and is growing each day. However, it

may be possible that one of your devices is not yet known. If you have confirmed that the

manufacturer and model number you entered is correct, then you may still teach this device to

Harmony so that you can control it.

Adding a device:

Using the MyHarmony desktop software

Using the Harmony app

Adding a device using desktop software

1. Follow steps 1 through 4 in the how to add a device to your Harmony remote support article. If your device is not found in the Harmony database, you will be prompted to tell us more about the device.

2. Select the category and characteristics that best describe this devices capabilities so Harmony understands how to best control this device.

3. In order for Harmony to learn the IR commands for this device, you'll have to teach those signals using the original remote that came with this device, or using another remote that is able to control it. Select Yes to continue.

4. Using the USB cable that came with your Harmony remote, connect it to your computer. o Harmony 600/650/700 remotes connect from the top of the remote. o Harmony Ultimate, Ultimate One & Touch remotes connect from the bottom. Do not

use the charging cradle. o Harmony Hubs connect from the back. o View additional support information if your remote or Hub is not being detected.

Harmony 600/650/700

Harmony 200/300/350

Ultimate, Ultimate One

or Touch

Harmony Hub

5. Point the tip of your devices original remote control at the IR input sensor on your Harmony remote or hub as instructed by the screen animation. The remotes should be approximately 3 inches (8 cm) apart.

o The Harmony 600/650/700 IR input sensor is on the top of the Harmony remote. o The Harmony Ultimate, Ultimate One & Touch IR input sensor is on the back. o The Harmony Hub IR input sensor is on the front/ top.

6. You will be prompted to teach several commands from your original remote control. Hold the button for 1 to 2 seconds.

Harmony 600/650/700

Harmony 300/350

Ultimate, Ultimate One,

Touch or 200

Harmony Hub

Note:

The below steps are for guidance purposes. The questions you see on MyHarmony desktop

software may differ slightly depending on the device you are adding, or may not be asked at all.

As you are teaching the Harmony database about your device it is important to answer the

questions carefully to ensure it will be properly controlled once complete.

6. Select the best description for how your device turns on and off. Depending on your answer, there may be a follow-up question asking for additional information about which commands are used.

7. Select the best description for how your device changes between its inputs. This support article may help to further explain each of the options: Understanding different input changing methods.

8. Create a list of inputs in the left, Device Inputs column by dragging from the list of command options in the right, Common Inputs column. The left column should match the inputs, and the order of inputs you see on your device.

9. Harmony will analyze the IR commands you taught in step 6 to see if it is similar to other devices and commands in the database. If a match is found, your device will be added. If a match is not found, you will be asked to teach an additional set of IR commands from your original remote control.

10. Once the workflow is complete, your device will be added to your account. Remember to sync your remote after making any changes.

Although the device is now added to your Harmony account, it is not yet associated with a

Harmony Activity. The Harmony app will guide you through creating an Activity. View the how

to create a Harmony Activity support article for more information.

back to top

Adding a device using the Harmony app

1. Follow steps 1 through 4 in the How to add a device to your Harmony remote support article. o If your device is not found in the Harmony database, you will be prompted to tell us

more about the device. 2. Press MY DEVICE IS CORRECT. 3. After checking to make sure all information has been entered correctly, press CONTINUE. 4. Select the category and characteristics that best describe this devices capabilities so Harmony

understands how to best control this device, then press > to continue. 5. Select the features that apply to the device you are adding, then press > to continue. 6. For Harmony to learn the IR commands for this device, you must use the original remote that

came with this device or another remote that is able to control it. Select YES to continue.

7. Point the tip of your device’s original remote control at the front (top area of the Harmony Hub) as instructed by the screen. The remote should be approximately 3 inches (8 cm) away from the Hub.

8. You will be prompted to teach several commands from your original remote control. Hold the button for 1 to 2 seconds.

Note:

The below steps are for guidance purposes. The questions you see on the Harmony app may

differ slightly depending on the device you are adding.

As you are teaching the Harmony database about your device, it's important to answer the

questions carefully to ensure it will be properly controlled once complete.

9. Select the best description for how your device changes between its inputs. o This support article may help to further explain each of the options: Understanding

different input changing methods.

10. You may be asked to learn additional commands necessary to change your devices inputs. 11. Once the workflow is complete, your device will be added to your account, but will not yet be

associated with an Activity. Click YES when prompted to create an Activity.

Customizing your buttons

Harmony hub-based remotes allow you to customize buttons using either the MyHarmony desktop

software or the Harmony mobile app. Harmony Touch remotes must use the desktop software. The

home control buttons at the top of the Harmony Companion remote must be customized through the

mobile app.

Adjusting physical buttons

1. Navigate to MENU, then select Harmony Setup > Add/Edit Devices > REMOTE & HUB. 2. Select your HARMONY REMOTE, then ACTIVITY CONTROL BUTTONS and choose the Activity

you'd like to customize.

3. Select the available button to customize and follow the on-screen instructions.

4. Finally, sync your remote to complete the process.

Customizing buttons on your remote's screen

With Harmony remotes, you can customize the commands that appear on your screen. These are

unique for each Activity. For example, you can set the Subtitle command to be on your screen

when using your Watch a Movie Activity, and your Sound mode command to be on your screen

with your Listen to Music Activity.

Desktop software with Harmony 600/650/700 remotes

1. Sign into the MyHarmony desktop software and select your 600/650/700 remote from the Remote Gallery.

2. Select the Buttons tab on the left side of the screen. 3. Under the screen options section, select the Activity you're customizing a screen command

for(e.g., Watch a Movie). o Screen customizations are unique for each Activity.

4. Click Go.

6. On the next screen you're presented with a visual representation of your remote. o To add a command, drag it from the right panel. o To rearrange a command, drag it to a new location. o To rename a command, change its Label. o To remove a command click the (X) icon.

Desktop software with Harmony touchscreen remotes

1. Sign into the MyHarmony desktop software and select your 600/650/700 remote from the Remote Gallery.

2. Select the Buttons tab on the left side of the screen. 3. Under the screen options section, select the Activity you're customizing a screen command

for(e.g., Watch a Movie). o Screen customizations are unique for each Activity.

4. Click Go. 5. On the next screen you're presented with a visual representation of your remote.

o To add a command, drag it from the right panel. o To rearrange a command, drag it to a new location. o To rename a command, change its Label. o To remove a command click the (X) icon.

Directly from your Harmony touchscreen remote

1. Launch the Activity you want to customize buttons for. 2. Swipe left or right to the screen you would like to customize. 3. Press the Menu icon, then Edit. 4. On the next screen you'll be able to make your desired changes.

o To add a command, tap the + button. o To rearrange a command, drag it to a new location. o To remove a command click the (X) icon.