Colour Sensor FAQs

Problems Downloading the app

I can't download the App:

  1. Compatibility – The Dulux Trade Colour Sensor app is compatible with IOS (8.0 or newer) iPhone ( X, 8s, 7s, 6, 6s, 5 & 5s) iPad (Pro, Air, Mini) and Android (4.4 KitKat or newer, 5.0 Lollipop or up)  The device should hold the Google Play Store app. With Bluetooth 4.0. Check that your device has the required software version otherwise you will not be able to use the Dulux Colour Sensor


  2. Check your internet connection – The first instalment requires a good internet connection to upload the app content.

     
  3. Check whether your device has sufficient storage space.

    • On your iPhone or iPad:

      • Launch the ‘Settings' app
      • Choose the ‘General’ tab
      • Go to the 'iPhone Storage' tab to review your available storage

    • On your Android device:

      • Open your device's Settings app
      • Scroll until you find the tab ‘Storage'
      • Review the total device capacity and currently used amount

         
  4. If you have a good Internet connection (1) and your device has enough storage (2) but the app still doesn’t install or run properly, remove the app from the device and try to reinstall.       

                   

The app does not work properly:

  1. What do the green, orange or red dot mean in the scanned colour?

    1. The app is always showing the closest match within the active collection. The dots indicate the quality of the colour match.  Green: Perfect match, Orange: Good match , Red: directional match. We always recommend using a sampler or a colour chip to make sure you are happy with the colour before purchasing a full can or painting.

       
  2. How can I see other close matches?

    1. After you match your sample, the app will show the closest match within the active collections. By swiping the full screen colour to the left you can reveal alternative matches.                     

       
  3. How do I delete a project?

    1. Go to your projects by opening the project drawer.
    2. Select the project you want to delete.
    3. Swipe your project upwards to reveal the delete button.
    4. Tap the delete button.

                     
  4. Why is the app showing completely different colours than the measured sample?

    1. Please check that the device is well connected to the app and that you are not running the ‘simulator’ in your app settings. Or please be aware that different devices will have different on-screen colour representation and might not represent the scanned colour as accurately, we always advise to get a sampler or a colour chip to help you make the final decision.

       
  5. How do I switch between colour collections?

    1. Click on the fandeck icon at the bottom of the scan screen or on the right corner of the scan screen you will find the settings icon.  Choose ‘Active collections’ to select the any available collection.

       
  6. Can I search for colours or codes I know?

    1. Yes, click on the fandeck icon at the bottom of the scan screen and use the search function at the top of the Collections screen or at the top of each of the collections. If cannot find the colour you want, try our website duluxtradepaintexpert.co.uk or call out customer service 0333 222 7070                             

 

Similar devices in the market

  1. I've seen these sensors for sale - what's special about the Dulux one     
    1. The Dulux Colour Sensor uses a software which has been optimised for higher accuracy. Additionally, it links with Dulux latest colour data.

 

  1. Is the Dulux Colour Sensor compatible with other nix apps and digital apps?
    1. No. The Dulux Colour Sensor only works with the Dulux Colour Sensor App                         

 

Fault?

  1. What are the terms and conditions for returns?

    1. Link to Returns policy. If your Dulux Colour Sensor is faulty, or was damaged at the time of purchase, please contact the Dulux Technical Advice Centre on 0333 222 7070.  If it is necessary to replace your Sensor we will send you a pre-paid postage envelope which should be used to return the Dulux Colour Sensor to Dulux.  Dulux is not liable for faults with the Sensor caused by misuse or accidental damage.  Save for any liability which may not be excluded or limited as a matter of law, the only liability of Dulux is to provide you with a replacement Sensor.

    2. For all other matters please return your Dulux Colour Sensor to where you bought it, together with your proof of purchase.
       

  2. Can I get a refund?

    1. Link to Returns policy. If your Dulux Colour Sensor is faulty, or was damaged at the time of purchase, please contact the Dulux Technical Advice Centre on 0333 222 7070.  If it is necessary to replace your Sensor we will send you a pre-paid postage envelope which should be used to return the Dulux Colour Sensor to Dulux.  Dulux is not liable for faults with the Sensor caused by misuse or accidental damage.  Save for any liability which may not be excluded or limited as a matter of law, the only liability of Dulux is to provide you with a replacement Sensor.

    2. For all other matters please return your Dulux Colour Sensor to where you bought it, together with your proof of purchase.

    3.               

  3. No receipt to claim a replacement:

    1. Link to Returns policy. If your Dulux Colour Sensor is faulty, or was damaged at the time of purchase, please contact the Dulux Technical Advice Centre on 0333 222 7070.  If it is necessary to replace your Sensor we will send you a pre-paid postage envelope which should be used to return the Dulux Colour Sensor to Dulux.  Dulux is not liable for faults with the Sensor caused by misuse or accidental damage.  Save for any liability which may not be excluded or limited as a matter of law, the only liability of Dulux is to provide you with a replacement Sensor.
    2. For all other matters please return your Dulux Colour Sensor to where you bought it, together with your proof of purchase. 

 

Where to buy?

  1. Where do I buy one from?

    1. You can buy From leading paint merchants such as Dulux Decorator Centres and other trade merchants, visit our duluxtradepaintexpert.co.uk/sensor for information on where to buy.

 

Problems connecting the Dulux Colour Sensor and the App

  1. The Sensor does not connect to the app:

    1. Check and make sure that the Dulux Colour Sensor is sufficiently charged.

    2. Ensure that ‘Bluetooth’ is enabled on your device.

 

  1. Is the Dulux Colour Sensor still not connecting?

    1.  You can use a paperclip to easily reset the Dulux Colour Sensor by gently pushing the paperclip through the hole in the top of the Dulux Colour Sensor device.

 

  1. The app does not find the Dulux Colour Sensor

    1. Check and make sure that your Dulux Colour Sensor device is sufficiently charged.

    2. Close and reopen Bluetooth settings on your mobile device               

       

Other user questions

  1. What surfaces can I scan?

    1. The Dulux Colour Sensor can be used on any solid surface, working best on flat, matt surfaces with a minimum scan area of 15 mm.  Textiles are slightly more difficult to scan as the colours are not solid and some materials may have multiple colours within the scanning area

       
  2. Where can I find my Dulux Colour Sensor details?

    1. First make sure that your Dulux Colour Sensor is connected to the app. Open the scan screen and press the Dulux Colour Sensor icon to find all device details.

 

  1. How do switch between devices?
    1. If you have a new Dulux Colour Sensor that replaces another one of you have more than one Sensor, in the right corner of the scan screen you will find the settings icon.  Choose ‘Switch device’ to select another Sensor.

 

  1. My Dulux Colour Sensor shows different results based on the time of day:

    1. Make sure you place your Dulux Colour Sensor flush with the surface you are scanning, this will keep any light out of the lense for accurate results.

 

  1. Do I need to store the Dulux Colour Sensor in a special way?
    1. We advise not to carry the Dulux Colour Sensor whilst decorating as it could be damaged. When not in use, keep the Dulux Colour Sensor in its box or other dry, dust free place.

 

  1. Can I have a new strap from my Dulux Colour Sensor.

a. Unfortunately, we do not sell or keep separate straps, however, you can use any generic straps available in specialist stores or online.

 

     7. I've got wet paint on my Sensor how do I clean it.

  1. We advise not to carry the Dulux Colour Sensor whilst decorating as it could be damaged. When not in use, keep the Dulux Colour Sensor in its box or other dry, dust free place. If paint or other materials get inside the lense, the Dulux Colour Sensor will be unlikely to work, and Dulux will not be able to repair or replace. Link to Returns Policy

 

Where do I go for help?       
      

  1. I have a different question, where do I go?

    1. For further support please contact AkzoNobel Wexham Road Slough Berkshire SL2 5DS, 0333 222 70 70 or email us: duluxtrade.advice@akzonobel.com

  2. Where Do I call if my Dulux Colour Sensor does not work:

    1. Try resetting by gently inserting a paperclip in the small hole in the top of the Dulux Colour Sensor lid. Check your instructions manual on the pack or the FAQs on website www.duluxtrade.co.uk/ for. Or call Dulux Advice Centre - 0333 222 70 70, duluxtrade.advice@akzonobel.com                       

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