This may be caused by the following:
Multiple network connection
If your computer is connected to several networks simultaneously, this may cause the issue. A common situation is that you are connected to 1 WIFI and 1 ethernet network. Please disconnect from the network your fixtures are not connected to and try reach them again with helioCONNECT .
Network setup or security issues
You may have unknown settings in your existing network causing the issue. To examine if this is the case, you may try setup/connect a very simple network including 1 laptop, 1 fixture and 1 router. Connect all with Ethernet cables and set both your fixture and router to dynamic IP. Now please try reach the light with helioCONNECT again. If it still doesn’t work, do a factory reset of the light fixture.
Then in order please try change;
3.) Change router