First, please check whether there was any voltage present at the converter during installation of the luminaire, all the way to the connection of the pendant or spotlight. Our installation manual clearly points out that the system must be voltage-free during installation to avoid damage to the LEDs. If this was not observed, the LED may have been damaged. In this case, our Technical Support team will need to inspect and repair the luminaire. Please use our contact form to coordinate further steps.
If you performed the installation completely without power and the luminaire still does not light up, please switch off the power again and try swapping the + and – connections of the pendant or spotlight. Since LEDs are powered by DC (direct current), correct polarity is essential. However, connecting them incorrectly will not damage the LED.
Another possible cause could be not using ferrules (wire end sleeves) after shortening the cable. Please make sure to follow the instructions in the installation manual carefully.
Before switching the power back on, please wait at least 2 minutes after turning it off!
Note for ceiling connection housings (Trace, Duo, Trio, Rain, Water) designed to power multiple luminaires:
In these versions, there is a small white switch located in the ceiling part next to the connection point for the luminaire. Please check whether this switch is turned on.
If your luminaire still doesn’t work, please contact us.
To coordinate next steps, please use our contact form.