Troubleshooting a Polygroup tree with Surebright lights is offered based on different issues and scenarios. The categories are listed below with troubleshooting steps to help you solve your problem. If your problem continues or you have questions or concerns, please contact us at 1-888-919-0070.
What if a single bulb isn't illuminating?
Pull out the bulb that isn't working and replace it with a different bulb from the pack that was provided with the tree.
What if several bulbs in a row aren't illuminating?
The issue could be the bulbs are loose or cracked. Start with the non-working bulb that is adjacent to one that is functioning. Re-seat and push down the bulbs to make sure they aren't loose. Also, check the bulbs for cracks and replace any bulbs that are cracked or broken. Contact Polygroup customer service at 1-888-919-0070 to order replacement bulbs.
The lights are switching on and off. What should I do?
Check each strand of bulbs to make sure they are fully secured. You may have to re-seat the bulbs to ensure they are fitted properly. Bulbs that aren't fully seated have a tendency to turn off and on.
Several branches of my tree aren't lighting. What should I do?
Starting from the plug, locate the first unlit light (not the master/fuse bulb!) and take it out and replace it with a new bulb. Replace any cracked, broken or missing bulbs. If you need additional bulbs, contact Polygroup at 1-888-919-0070. If this doesn't solve the problem, swap fuses with a strand that is working. If the branch lights, the problem is with the fuse. Remember, main extension cord fuses are larger than strand plug fuses. Make sure you are swapping the same sized fuse. If neither of these methods solve the problem, contact Polygroup customer service at 1-888-919-0070.
What do I do if an entire light strand isn't illuminating?
First, check that the strand is correctly plugged in and that all lights are connected properly. Next, starting from the plug, find first unlit bulb in strand (not the master/fuse bulb), take out and replace with new bulb. Extra bulbs are available from Polygroup customer service. If changing the bulb doesn't fix the problem, try replacing both fuses in the male plug of the light strand. If connected to an extension cord / control box, change out the fuse with the spare provided inside the cord plug or one provided with the tree. Contact Polygroup at 1-888-919-0070 if this doesn't solve the problem..
What if I have an entire section of my tree that isn't illuminating?
Replace both fuses in the main plug for that section. These fuses may be a larger size so be sure you are replacing with the correct fuse. Plug the section that isn't lighting directly into a wall outlet that is known to work. If the section lights, inspect section, ensuring all components are plugged in correctly. Contact Polygroup customer service at 1-888-919-0070 if this doesn't solve the problem.
What if none of the lights on my tree are working?
Make sure the tree is plugged in. If it is, make sure the outlet it is plugged into is functioning. You can test it by plugging in something else (a lamp, hairdryer, etc.) If that item doesn't turn on, there is no power to the plug and you will need to use another outlet. Verify that house breaker is not tripped because there is not power to plug. If not, you may need to relocate the tree if another outlet isn't close enough to utilize. Extension cords aren't recommended because they may not provide proper voltage, which could mean the lights on the tree may not be as bright and burn out faster.
If the tree came with a remote control, make sure the batteries are installed correctly. Pull the plastic piece out and check for a light on the remote control. If there is no light illuminating on the remote, the issue could be with the remote. Be sure the tree is plugged into the receiver box. To try the tree without the remote, try running the lights with an extension cord to the wall to make sure the remote is the issue.
Ensure the entire tree is wired correctly. Test sections individually to see if they light up. If you still are having the issue, contact Polygroup customer service at 1-888-919-0070.