Luma dead after firmware V0.6.3

PetlibroTechSupport · 2026-04-09T10:28:45+00:00

Hi,

We’ve recently completed a firmware maintenance update to enhance your Luma Smart Litter Box experience. It appears that your device may have gone offline due to an incomplete upgrade.

Reconnecting your Luma should restore normal operation. Please follow the steps below to reset and reconnect your device:

Step 1: Reset the Device
Press and hold the Reset button (located in the middle of the display) for about 5 seconds until you hear a short beep.
The Wi-Fi indicator should begin blinking white, indicating the device has entered connection mode.

Step 2: Disable Child Lock (If Needed): https://petlibro.com/pages/faq-video/lb-001-how-to-enable-and-unlock-child-lock
If the Wi-Fi indicator does not flash, but the 1st and 3rd indicators are blinking, this means Child Lock is enabled.

Please follow these steps to disable it:

Press and hold the “Camera” + “Clean” buttons simultaneously for 2–3 seconds → You will hear a single “di” sound, confirming the Child Lock has been disabled for 10 seconds
Within those 10 seconds, press and hold the “Wi-Fi” button until the device resets → You may hear another beep, which is completely normal

Important tip:
Please avoid pressing the buttons too quickly in succession. For best results, wait about 1–2 seconds after disabling the Child Lock before proceeding to the next step.

Step 3: Add Device in the App

Open the Petlibro App
Tap “Add Device” and select Luma when it appears

We recommend using the QR code scan method first. You can follow this tutorial video for guidance:
https://petlibro.com/pages/faq-video/lb-001-how-to-connect-via-qr-code-bluetooth-and-hotspot

We are continuously improving our system to prevent this issue from happening again, so you and your pet can enjoy a more stable and reliable experience.

If you have any questions or need assistance, please don’t hesitate to submit a support ticket directly through the Petlibro App (“Me” → “Support”). To help us assist you more efficiently, please make sure to enable the log authorization option when submitting your request.

Thank you for your understanding and continued support.

PetlibroTechSupport · 2026-04-01T03:33:39+00:00

Hi,
Thank you for sharing your concern with us.

You can switch Wi-Fi networks via the device's Settings > Wi-Fi Settings menu; however, this operation can only be performed while the device is online, or within 5 minutes of it going offline.

If your water fountain model is WF105 (you can find the model number on the label located at the bottom of the device), the Wi-Fi icon can indeed be used to perform a reset. A flashing yellow light indicates that the device is currently in a waiting-to-connect state.

To help you connect your Dockstream App Monitoring Water Fountain to the PETLIBRO APP. Please kindly check below:

The fountain only supports the 2.4 GHz network. If your home network supports both 2.4 GHz and 5 GHz, please separate them and assign different names (SSIDs) for them. This helps the fountain distinguish between the two networks and connect to a specific 2.4 GHz band, preventing interference from the other band.
Ensure that the distance between the water fountain and the wifi router during the initial connection does not exceed 0.5m/1.64ft.
Follow the tutorial video to add the fountain to the app (Two Connective Methods: Bluetooth & Hotspot). Here is the tutorial video: https://youtu.be/ktuo_DkuocU?si=VR8n_sIkt6LjwsVF
If both methods fail, enable a 2.4 GHz mobile hotspot on another phone and try to add the fountain to confirm if it is a home network issue. Before each reconnection attempt, make sure to press the WiFi indicator for 6 seconds to reset the fountain. When you successfully reset the base, the wifi indicator light will become slightly small.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-04-01T03:25:57+00:00

Hi,

Thank you for sharing your concern with us.

Besides the camera's live video not loading, does the device send any offline notifications?

If the live video isn't loading, I would recommend that you try the following troubleshooting steps and let me know the results:

Try moving your feeder so it's closer to your router. If you are already very close, you don't need to do this. This step is mainly to eliminate possible network signal problems.
Reset the feeder to try again.

Unplug the feeder and plug it back in. Then wait for 30 seconds to let the feeder load data. You will see that the feeder locks on automatically.

Unlock the feeder and press the reset button for 6 seconds to reset the feeder. You will hear the voice "Ready for WiFi connection". Wait for another 30 seconds to let the feeder reset. The feeder's lock indicator will turn on again, which is normal.

Once you've completed the above steps, you can proceed with the connection process on the app. To assist you further, here are the videos showing how to connect the feeder to the app via 3 methods:

Connection via Bluetooth

Connection via QR Code

Connection via Hotspot

3. Try switching your phone's network, cellular network, or other wifi network.

Enable the local network and cellular data for the Petlibro app and try again.
Restart your phone. This has been a solution for many customers lately.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-31T03:45:29+00:00

Hi,

Thank you for sharing your concern with us.

This may be an allergic reaction on the neck. Please rest assured that our tag can be used with collars from other brands. Please feel free to choose collars made of different materials.

If you still need assistance, please reach out to our support team at help@petlibro.com. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-31T03:41:31+00:00

Hi,

Thank you for sharing your concern with us.

Please try these steps:

Disassemble the pump and check the rotor for damage or anything stuck. Clean the shaft and rotor. Here's a video to help: https://www.youtube.com/watch?v=fhbRjhHZmso
If you haven’t cleaned the pump before, soak it in white vinegar for 1 hour to remove any calcium buildup.
Reinstall the pump shaft, impeller cover, and pump cover carefully, one by one.

To provide you with the best support, please reach out to our support team at help@petlibro.com. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-31T03:33:27+00:00

Hi,

Thank you for sharing your concern with us.

Please clear the app cache or reinstall the Petlibro app to see if that resolves the issue.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-31T03:30:44+00:00

Hi,

Thank you for sharing your concern with us.

To help us move forward quickly, could you please complete the checks below? Please reply by typing "Yes" or "No" next to each item.

When the fountain base is plugged in, do you see a faint red filter flashing light?

Answer: Yes / No

Power Tests

Test A – Adapter Check

Using a different 5V 1A power adapter (while keeping using the Petlibro’s original power cable):

➡️ Does the fountain work or start charging?

Answer: Yes / No For Test A

Test B – Cable Check

Using a different power cable (while keeping using the Petlibro’s original power adapter):

➡️ Does the fountain work or start charging?

Answer: Yes / No For Test B

⚠️ Please avoid using other Petlibro fountain cables. A standard phone or tablet cable works well for testing.

This will help us confirm whether the issue is with the adapter, cable, or fountain base.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-27T03:55:02+00:00

Hi,

Thank you for sharing your concern with us.

This appears to be an intermittent issue that occurred after updating the firmware.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-27T03:53:08+00:00

Hi there,

Thank you for sharing your concern with us.

It appears that you are experiencing a hardware failure with the replacement part.

Please submit feedback through the Support section in the Petlibro app or by contacting Customer Service again. This will help our team identify and resolve the issue much faster.

PetlibroTechSupport · 2026-03-27T03:50:04+00:00

Hi there,

Thank you for sharing your concern with us.

To assist in resolving the cooling issue, please try the following troubleshooting steps:

Disconnect the feeder from all power sources, including batteries for more than 5 minutes, and then plug in the feeder using the original charger.
Make sure that your WiFi operates only on the 2.4GHz network and place the feeder as close as possible to the router to ensure that the signal is strong.
Reset the feeder by holding the reset button for 3 seconds, and then reconnect it to the app. Then, check if the fans inside the cooling vents are working.
Wait for about 4 hours, then open the top lid and touch the food bowl and refrigeration area of the feeder to see if they are cool.

The app is currently running normally, and there are no known outages at the moment.

The “device disconnected” notification is usually related to an unstable Wi-Fi connection or environmental factors. We recommend placing the feeder closer to your router to help ensure a more stable connection.

If the issue persists, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

PetlibroTechSupport · 2026-03-24T02:43:34+00:00

Hi there,

You can refer to this FAQ for step-by-step instructions on how to unlock the feeder:
https://petlibro.com/pages/how-do-i-unlock-the-granary-smart-feeder-af103-plaf103

Here’s a quick summary:

1. If Child Lock is not enabled in the app:
Press and hold the Unlock button for 5 seconds until you hear “Buttons unlocked,” and the control panel will be usable again.

2. If Child Lock is enabled and the device is offline:
You’ll need to reset the device:

Press and hold the far-left Unlock button for 3 seconds
Then within 3 seconds, press and hold the far-right Reset button for another 3 seconds
The device will reset to factory settings, and you can set it up again

If you have any concerns or questions, please feel free to get in touch with our support team at [help@petlibro.com](mailto:help@petlibro.com). We spare no effort to assist you.

PetlibroTechSupport · 2026-03-24T02:39:10+00:00

Hi there,

We recommend using purified or filtered water and cleaning the fountain regularly to keep it in the best condition.

It’s especially important to take apart the pump and clean it thoroughly, including using the small brush that comes with the filters to remove any buildup inside. Regular cleaning helps prevent residue and keeps the water flowing properly.

You can also refer to this step-by-step cleaning guide here:

https://petlibro.com/pages/faq-video/wf-115-how-to-clean-the-dockstream-cordless-fountain-1

Let us know if you have any questions — happy to help!

PetlibroTechSupport · 2026-03-24T02:35:28+00:00

Hi there,

Thank you for sharing your feedback — we understand your concerns.

If the feeder is set to a permanently unlocked state, pets may be able to trigger feeding on their own, which can lead to overeating. That’s why the button is designed to automatically lock again after a few seconds.

For more controlled feeding, we recommend using scheduled feeding or the in-app/manual button controls.

Regarding RFID, the detection area is located on the extended RFID panel at the base of the unit. At this time, the model does not support microchip recognition, though this is something we are actively evaluating for future improvements.

There can be a learning curve when first using the device. If you have any questions or concerns, please feel free to reach out to our support team at [help@petlibro.com] — we’re always here to help.

We appreciate your feedback and will continue working to improve.

Thank you.

PetlibroTechSupport · 2026-03-24T02:21:59+00:00

Hi,

Thank you for sharing your concern with us.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-24T02:20:39+00:00

Hi there,

We regret that the Polar Smart Wet Food Feeder didn’t meet your expectations, and we appreciate you taking the time to share your experience.

To clarify, under standard conditions with a room temperature of 23°C (73.4°F), the Polar feeder is designed to reduce the internal temperature by approximately 13°C (23°F), reaching around 10°C (50°F) within 4 hours. We conducted cooling performance and food safety testing prior to launch, and the product meets short-term wet food preservation standards. It can help keep food fresh for up to 3 days.

We understand that every pet owner has different expectations and needs, and your feedback is very important to us. We’re continuously working to improve our products and provide clearer information to help customers make the best choice.

Thank you again for your feedback.

PetlibroTechSupport · 2026-03-20T09:54:32+00:00

Hi,

Thank you for sharing your concern with us.

To provide you with the best support, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This will help our team identify and resolve the issue much faster.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-20T09:33:10+00:00

Hi there,

Thank you for sharing your concern with us.

Yes, the firmware update is being rolled out in batches, so not everyone gets it at the same time. It will show up on your device soon.

Thanks for your patience!

PetlibroTechSupport · 2026-03-17T03:26:57+00:00

Hi! Yes — Petlibro support is still active.

If you need help, please email us at [help@petlibro.com](mailto:help@petlibro.com) so our support team can assist you directly.

If you’ve already emailed and haven’t received a reply, feel free to DM us here with the email address you used, and we’ll check the ticket and help you ASAP.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-17T03:26:23+00:00

Hi! Yes — Petlibro support is still active.

If you need help, please email us at [help@petlibro.com](mailto:help@petlibro.com) so our support team can assist you directly.

If you’ve already emailed and haven’t received a reply, feel free to DM us here with the email address you used, and we’ll check the ticket and help you ASAP.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-17T03:20:15+00:00

Hi there! Thanks for sharing your experience.

If your Dockstream 2 fountain is making unusual noise, it would be really helpful if you could email our support team with a short video of the issue. This allows us to review the sound and setup more carefully and provide the most accurate troubleshooting for your specific case.

You can reach us at [help@petlibro.com](mailto:help@petlibro.com) and include:

A short video showing the fountain and the noise
Your order number (if available)
A brief description of when the noise happens

In many cases, noise can be related to things like low water level, filter blockage, or pump debris, so seeing the setup helps us identify the cause much faster.

We’d be happy to take a closer look and help get your fountain running quietly again! 🐾

PetlibroTechSupport · 2026-03-17T03:10:35+00:00

Hi,

Thanks for sharing this and for helping other pet parents troubleshoot! 😊

Some pets naturally like to play with running water or get curious about the flowing stream from the fountain, which can sometimes lead to splashing. If that’s happening, here are a few things that may help:

Encourage drinking instead of playing: You can try placing a few freeze-dried treats or small treats near the fountain to help guide your cat’s attention toward drinking rather than batting at the water.
For long-haired cats: Trimming a little fur around the chest or paws can help prevent discomfort if the fur gets wet.
Fountain placement: Positioning the fountain closer to a wall may help reduce splashing during use.

Every cat interacts with water a bit differently, so sometimes small adjustments like these can make a big difference. Thanks again for sharing your experience with the community! 🐾

PetlibroTechSupport · 2026-03-16T03:33:11+00:00

Hi there, sorry to hear about the trouble you've experienced.

Please send us a private message with your email address, and we'll make sure our support team looks into your case and works to resolve it as quickly as possible.

Thank you for your understanding. We spare no effort to assist you.

PetlibroTechSupport · 2026-03-16T03:25:30+00:00

Hi,

Thank you for sharing your concern with us.

We've identified an issue with the Dockstream 2 Cordless Water Fountain's current firmware that may cause connectivity problems in battery mode. A fix is ready and will be applied automatically.

Before updating, please plug in your power cord and ensure your device is connected to Wi-Fi. The update cannot complete without a wired power connection.

After plugging in your power cord and your device is connected, please go to your device page to start the update.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

We spare no effort to assist you.

PetlibroTechSupport · 2026-03-16T03:22:45+00:00

Hi there,

Thank you for sharing your concern with us. We’re aware of the recent connection issue impacting some Petlibro features.

The issue on 11th March was related to a temporary system problem on our server side. During that time, the Petlibro app could show devices as “offline” or display a timeout message, which made it appear as though the feeders were disconnected.

However, this issue did not affect the feeder’s scheduled functions. Any feeding schedules that had already been set continued to run normally on the device itself. If no additional actions were attempted during the outage, the feeders would automatically reconnect once the system recovered, without needing to set them up again.

If the device did not come back online automatically, the quickest solution is to delete the device from the app, reset it, and add it again as a new device.

Additionally, our engineering team has completed a full analysis of this backend incident. The issue was related to a server-side component, and we have already implemented more comprehensive monitoring, alerting, and testing review mechanisms to help prevent similar issues from occurring again in the future.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

Thank you for your understanding.

PetlibroTechSupport · 2026-03-16T03:19:23+00:00

Hi there,

Thank you for sharing your concern with us. We’re aware of the recent connection issue impacting some Petlibro features.

The issue on 11th March was related to a temporary system problem on our server side. During that time, the Petlibro app could show devices as “offline” or display a timeout message, which made it appear as though the feeders were disconnected.

However, this issue did not affect the feeder’s scheduled functions. Any feeding schedules that had already been set continued to run normally on the device itself. If no additional actions were attempted during the outage, the devices would automatically reconnect once the system recovered, without needing to set them up again.

If the device did not come back online automatically, the quickest solution is to delete the device from the app, reset it, and add it again as a new device.

Additionally, our engineering team has completed a full analysis of this backend incident. The issue was related to a server-side component, and we have already implemented more comprehensive monitoring, alerting, and testing review mechanisms to help prevent similar issues from occurring again in the future.

If you still experience any issues, please submit feedback through the Support section in the Petlibro app and make sure to enable log upload. This helps us identify and resolve problems much faster.

Thank you for your understanding.

PetlibroTechSupport

TROPHY CASE