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Quick Links
ALC Warranty Policy
Astoria Lighting Co Warranty Policies
Gemstone HUB App User Manual
Go to Gemstone HUB App User Manual
HOA Information Packet
Go to HOA Information Packet
Hub2 Quick Start Guide
Go to Hub2 Quick Start Guide
Permanent Holiday Lighting Support
Troubleshooting & Service Requests
If you are having any issues with your Permanent Holiday Lighting System, please follow the steps below:
Visit the Help Center
To chat with Permanent Holiday Lighting Tech Support, access helpful links and online tutorials, or learn new ways to use your lighting system! https://www.gemstonelights.com/help-support
If the issue is with the hardware, please submit a service request.
The request will be sent directly to our service staff at Astoria Lighting Co. We can track the issue in our system and contact you to help resolve it. Submit the ticket here: https://astorialightingco.com/service-request/
Issues with the app or offline controllers that won’t connect:
Login issues, timer issues, re-connecting your controller, custom patterns, or other bugs? Simply fill out the Service Request form and our Team will be in touch with your shortly:
https://astorialightingco.com/service-request/ or call us directly at 844-715-4644
If you need us urgently, please feel free to call or text our local teams:
Austin: (512) 790-5248
Houston: (346) 231-0679
San Antonio: (726) 800-6843
DFW: (972) 232-2245
Edmonton: (587) 401-0007
Utah: (385) 401-0099
Landscape Lighting Support
Troubleshooting & Service Requests
If you are having any issues with your Landscape Lighting System, please follow the steps below:
Before You Call for Service
Confirm the outdoor outlet is working.
Test with a phone charger or other small device.
Confirm the transformer breaker is not tripped.
Most transformers usually have an orange or white toggle switch inside the transformer door, some transformers have a circular reset button often on the bottom.
Confirm the service panel breaker is not tripped.
Check that the breaker in the service panel is in the ON position and has not flipped to OFF or the middle.
Confirm the timer is properly set.
● Ensure the clock is correctly set, paying special attention to AM/PM.
● Make sure Mode is set to AUTO ON (for operating hours) or AUTO OFF (non-operating hours).
● Confirm programs are correctly set (all 7 days selected and proper on/off times).
Service Call Information
Service Fee
$145 per hour with a one hour minimum plus the cost of any necessary materials.
Lead Time
2–2.5 weeks scheduling time (may be longer during permanent holiday lighting busy season).
Before scheduling service, please have the following information ready:
- Did we originally install the system?
- When was it installed?
- When did the problem start?
- What is the brand of the system?
- Is it low voltage or high voltage?
- Approximately how many fixtures need service?
- What type of lights are they? (pathway, uplighting, floodlights, etc.)
- How are they powered? (wired transformer or solar?)
- Were the lights professionally installed or purchased from a retail store (Home Depot, Lowe’s, Amazon)?
