FAQ

Below FAQ are some common concerns of our clients before purchasing the Sparkleds Sync Box.
If you have other questions, please just send it to help@sparkleds.com.

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  • Troubleshooting
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If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 20-36 hours!

General

For the best general all-around use of your Spark Sync Box, we recommend the following settings:
Brightness: 100%

Diffusion Mode: Medium

Diffusion Speed: 65%
The diffusion mode adjusts the number of colors detected per side. Low allows 1 color per side on your TV, medium allows 3 to 5 colors per side, and high permits as many colors as the LED strip allows per side (based on your TV). Diffusion speed determines how quickly the LEDs transition from a color to off when no color can be produced. For example, if the diffusion speed is set to 100% and a torch is turned off, the LEDs will turn off instantly. If the diffusion speed is set to 50%, there will be a slight delay in the transition, reducing flickering and providing a smoother transition

RGBW(Red, Green, Blue, White) LED strips add a dedicated white LED, allowing for more accurate white tones and a broader range of colors compared to RGB strips.
RGB(Red, Green, Blue) LED strips use three colors to create a wide spectrum of colors by blending different intensities of red, green, and blue light.

ARC is fully compatible with all Spark Sync Box models, enabling Dolby Atmos support. The Spark Sync Box also works with eARC ports on your TV by maintaining separate connections. For example:
HDMI Device > Spark Sync Box > TV Soundbar > TV eARC port

Please refer to our setup options and diagrams for AVRs and soundbars in their recommended layouts.

Please check your junk mail folder. SMS and email confirmations are sent at every step of the way, specifically:
When you make the initial purchase
When your order has been processed with a tracking number
When your order is about to be delivered
When your order has been delivered
Please note that tracking numbers are sent after 1-3 business days. Business days are weekdays, not weekends or public holidays.

A HDMI device is required for the LED syncing. Almost all HDMI devices are compatible, including:
PS5 / PS4 / PS4 Pro Xbox Series X & S / Xbox One X & SNintendo Switch
Apple TV (All generations)Amazon Fire Stick 4K / Fire TV Stick Lite
Google Chromecast 4K Roku Stick / 4K Stick NVIDIA Shield TV / Pro Xiaomi TV Stick 4K
Please watch the setup video and follow the instructions carefully.
The Spark Sync Box serves as a bridge between your compatible HDMI device and your TV or monitor.
It features two HDMI ports for connecting your devices:
HDMI input slot: Connect your PS5, Xbox, Apple TV, or similar device.
HDMI output slot: Connect your TV or monitor. For instance, with a PS5, the connection setup would be:
PS5 → Spark Sync Box → TVThis configuration ensures proper syncing with the LEDs.
Watch the setup tutorial.
Whether or not you selected ParcelSafe Cover at checkout will affect your eligibility to make a claim for a lost or stolen parcel. If you did not opt for ParcelSafe Cover, you might not be eligible for a replacement or refund. We recommend checking any security camera footage at the time of delivery and providing this to your local police department.For more details regarding ParcelSafe Cover, please visit the Shopping with Sparkleds page. If you have Package Protection, please contact us for assistance.

The Spark Sync Box will function with the TV turned off, but only the sound mode and scene mode will be available.

Step 1: Find your TV model/serial number. This information is usually located on a label on the back of your TV or in the TV manual. Your TV model will often contain your TV size, so you will know which size Spark Sync Box to select.
Step 2: Once you have your TV model/serial number, look up your TV's refresh rate and resolution. For example, you can search "LG UQ80 75 refresh rate & resolution."
Step 3: Note that the sync box is designed for TVs with a size ratio of 16:9 or 16:10. Refer to the chart below to determine if your TV has a 16:9 or 16:10 ratio.
Step 4: Take note of your TV's size, refresh rate, and resolution, and head over to the comparison chart to compare HDMI sync boxes.
HDMI Device: The final step is to ensure that you have a compatible HDMI device. An HDMI device is required for LED syncing. If your device is not listed among the compatible HDMI devices below, please contact support. Windows PC compatibility may vary by user. Most HDMI devices are compatible,
including: PS5 / PS4 / PS4 Pro Xbox Series X & S / Xbox One X & S Nintendo Switch Apple TV (All generations)Amazon Fire Stick 4K / Fire TV Stick Lite Google Chromecast 4KRoku Stick / 4K Stick NVIDIA Shield TV / Pro Xiaomi TV Stick 4K

Troubleshooting

Please provide the following information when you contact support to ensure a fast resolution:
What HDMI device are you using?
(e.g., Xbox, PS5)What is your TV model?
Could you please provide your virtual ID?
You may find the Virtual ID from the App.
Select the Spark Sync Box > Tap the icon on the top right  > Tap Device Information > Tap the copy button beside the Virtual ID.
Could you please send a video of the issue?
By including this information when you reach out, we can begin resolving your issue promptly:
Contact Form

You are required to connect a HDMI device into the input slot on the Spark Sync Box, please refer to page 7 of the instruction manual. This page also contains a list of compatible devices.
A compatible HDMI device is required for the syncing of the LEDs,integrated apps on the TV will not be synced. So if you would like to watch Netflix for example with synced LEDs, you will have to watch using a compatible HDMI device like an Xbox or Amazon Firestick.

Try these quick troubleshooting steps
Turning the Variable Refresh Rate (VRR) setting off, in the resolution settings of your Xbox or PS5
Turning the Variable Refresh Rate (VRR) setting off on your TV, in the settings
Turning "signal input plus" off in your TV settings (if  your TV supports this and the VRR fix didn't)
Turning your TV's "gaming mode" off on the TV
Turning 4K upscaling off on your TV
Making sure your TV is producing a maximum resolution of 4k 60hz
If these all fail, please contact support.

Please follow these troubleshooting steps for the Spark Sync Box:
Ensure the LED strip is properly connected to the Spark Sync Box.
Confirm you are on a 2.4 GHz Wi-Fi network. If your modem is 5 GHz only, you can create a 2.4 GHz connection in your router settings. Assign it the same SSID (network name) as the 5 GHz band, and your device will automatically connect to the optimal frequency for its needs.
Check app permissions in your phone’s settings to ensure necessary access.
Press and hold the power button on the Spark Sync Box for 10 seconds to reset the Wi-Fi.
Attempt to connect via the "Add Device" page in the app.
If connection issues persist, retry the steps above using a different mobile device or tablet.
Power off the Spark Sync Box completely for 10 minutes, then power it back on and try connecting again using a new mobile device.
Important: Confirming your connection to a 2.4 GHz Wi-Fi network is crucial for setup.

Please watch the youtube unboxing and setup video, follow the instructions exactly. The video demonstrates setup with a Chromecast. Setup is the exact same no matter the HDMI device.Watch this video

The Spark Sync Box is a bridge between your compatible HDMI device and your TV / monitor screen. Your Spark Sync Box has two HDMI ports, to which you connect your HDMI device and TV too, like so:
HDMI input slot: Your PS4 / Xbox / Apple TV etc. HDMI output slot: Your TV / Monitor So it looks like this, using a PS5 as an example: PS5 - Spark Sync Box - TV This is the only way to connect the Spark Sync Box to your device for it to sync with the LEDs. Please watch the youtube unboxing and setup video, and follow the instructions exactly. The video demonstrates setup with a Chromecast. Setup is the exact same no matter the HDMI device.

Setup

AVRs and soundbars are generally supported for use with our system; however, we have not tested compatibility with all models. Below, we outline the standard setup without an AVR or soundbar, followed by the recommended setups and two additional configurations that include a soundbar or AVR. We recommend using Option 1 or Option 2, as these setups are the most effective and work seamlessly. Option 3 and Option 4 are possible setup configurations, however, they have not been fully tested with all AVRs or soundbars to guarantee 100% compatibility.

Dolby Atmos delivers immersive 3D sound by enabling audio to move dynamically across channels, including overhead, for a richer experience. It is delivered through Dolby Digital Plus or Dolby TrueHD, depending on the source.
Dolby Digital Plus is a lossy codec, commonly used in streaming platforms like Netflix and Disney+, due to its efficient compression, which allows high-quality audio over limited bandwidth. Dolby TrueHD is a lossless codec, primarily found on Blu-ray discs, delivering higher fidelity. TrueHD is not supported by the Spark Sync Boxes.
However,Dolby Digital Plus is used by streaming platforms like Netflix, Prime Video, and Disney+ and is the standard for most setups, while Dolby TrueHD is reserved for Blu-ray discs or Plex. As a result, the majority of users rely on Digital Plus and do not use TrueHD in their current setups.

ARC is fully compatible with all Spark Sync Box models, enabling Dolby Atmos support. The Spark Sync Box also works with eARC ports on your TV by maintaining separate connections.
For example:
HDMI Device > Spark Sync Box > TVSoundbar > TV eARC portAll sound from your HDMI devices will be routed to your soundbar.

Shipping & Delivery

Please note that if your order status shows as 'On its Way', 'Awaiting Item' or 'Sender has despatched item', it is in transit and on track for delivery.
The tracking link will update accordingly, and there is no cause for concern.Our delivery times are approximate. We aim to process all orders within 1–3 business days after they are placed.
Once processed, orders are sent to our distribution centers and usually ship the next business day.
If your tracking link isn’t working, track your order directly:
 Track OrderIf it’s been 5+ business days since the expected ETA, contact us to investigate further:
 Contact Us For related topics, see our delivery and tracking FAQ: Shipping & Delivery FAQ

To find delivery information and check if you can purchase from your country, visit our Delivery Information page and use our Location Checker tool.

Please check your junk mail folder.SMS and Email confirmations are sent at every step of the way. Specifically;
When you make the initial purchase
When your order has been processed with a tracking number.When your order is about to be delivered
When your order has been delivered. Please note tracking numbers are sent after 1-3 business days. Business days are weekdays, not weekends or public holidays.Thank you for your patience!

If your order has exceeded the estimated processing and shipping times, please first ensure you have calculated the duration in business days, excluding weekends and public holidays. Occasionally, delays do occur, so we appreciate your patience. If it has been more than three business days past the expected delivery date, please contact us.

To find delivery information and check if you can purchase from your country, visit our Delivery Information page and use our Location Checker tool.

Depending on whether you chose ParcelSafe Cover at checkout, your ability to claim for a lost or stolen parcel will vary. If you did not select ParcelSafe Cover, you might not be eligible for a replacement or refund. We recommend checking any security camera footage at the time of delivery and sharing it with your local police department. For more details on ParcelSafe Cover, please visit the Shopping with Sparkleds page. If you have Package Protection, please contact us.

You can track your order by visiting this link: Order Tracking.

Delivery costs vary based on your location and the shipping method selected. Please refer to our Delivery Information page for detailed rates and options tailored to your region.

Policies

We are committed to ensuring your satisfaction with our products. If you experience a malfunction within the warranty period, you are entitled to a full refund. Additionally, if we are unable to deliver to your country, we will provide a full refund.Please note that we only accept change-of-mind refunds if the item is unused and returned in its original condition within 14 days of delivery. Once an item is used, we cannot accept it for return as we do not resell second-hand items.For any concerns post-purchase, including malfunctions or delivery issues, we encourage you to contact our support team through our help forms. We are here to assist with any issues that may arise.

All items in the Sparkleds line come with a one-year limited warranty from the date of purchase. This warranty includes a free replacement service for any hardware found to be defective.If any of our products malfunction during the warranty period, we reserve the right to either replace the faulty product with the same or a functionally equivalent one or to provide credit for future product purchases at our discretion. In some cases, we may request the faulty product be returned to us to help improve our future product designs and better understand the problem.
However, please note that this warranty does not cover costs related to uninstallation, reinstallation, or return shipping of the product.Our warranty remains valid under the following conditions:
Our products have been used and installed according to the instructions provided by us.Our products have not been exposed to improper handling, accidents, or natural disasters.The product was purchased directly from Sparkleds or an authorized distributor.Valid proof of purchase, such as a receipt, has been provided to us.
For any warranty claims, please provide a video showing the problem, a detailed description of the issue, and your belief about its cause. We will assess the situation and decide the next steps. As the warranty provider, Sparkleds reserves the right to determine the cause of the issue and the appropriate solution.
Follow these simple steps:Contact us via email with a video or photo of the issue.We will assess the video or photo and may request additional information if necessary.After conducting an investigation, we will suggest a solution to resolve the issue.This process is considerably faster than requesting a return and assessment, typically requiring only 2 or 3 emails. Customer satisfaction is our top priority. We are reasonable and considerate in our decisions. For example, if a malfunction occurs just outside the warranty period, on day 366, we will still consider you eligible for a replacement.
Please do not hesitate to contact us for assistance.For more help and information, please use our Contact Form.

Please be careful when placing your order. We can adjust your order if it has not been processed so please email us ASAP, however, this is not a guarantee. Once you place your order it is final, as there are transaction and tax fees associated with your order which we as the merchant bear and cannot be reimbursed for. Such fees are a product of the credit card you use, such as Mastercard, Visa, and AMEX. PayPal is also subject to fees.  Processing orders automatically allows for the fastest delivery possible, which is a net benefit to our customers. 

Track Your Order

Please note that delivery times are approximate. We aim to process all orders within 1–3 business days after they are placed. Once processed, orders are sent to our distribution centers for packing and shipping. Generally, they are shipped on the next business day following processing.

Unable to find satisfactory answers ? Contact Support