Hub Troubleshooting

Follow the steps below if you receive a service alert indicating that the Hub is offline.

1. Locate the Hub on site.

2. Ensure that the Hub has not been moved from its original position.

3. (If applicable) If the Hub has an antenna, ensure that it is attached and is pointing upwards.

4. If the Hub is powered using:

   • Mains power supply, ensure that the power cable has not been damaged and is securely attached to the bottom of the Hub and the wall outlet

   • Power over Ethernet (PoE), ensure that the Ethernet cable has not been damaged and is securely attached to the bottom of the Hub and your Wi-Fi router.

5. Ensure that your Wi-Fi router is powered on and connected to the internet.

If you use PoE, do not connect the mains power cable to the Hub as this could damage the device.

6. (If applicable) If the Hub connects to the internet via Ethernet, ensure that the Ethernet cable has not been damaged and is securely attached to the bottom of the Hub and your Wi-Fi router.

7. Check the Mode LED (2nd from left) on the front of the Hub. If it is:

   • Green: Continue to step 8.

   • Amber: The Hub is not connected to the mains power supply. Please ensure that the power outlet is functioning properly.

   • Red: The Hub has been damaged. Contact us.

   • Not illuminated: The Hub is not connected to the mains power supply or the device has been damaged. Ensure that the power outlet is functioning properly. If there is no issue with the power supply, contact us.

8. Check the Cloud LED (3rd from left) on the front of the Hub. If it is:

   • Green: Continue to step 9.

   • Amber: Your firewall settings are blocking the internet connection. Please contact your IT department. See Required Ports for details on which ports need to be opened.

   • Red: The Hub is not connected to the internet. Contact us.

   • Not illuminated: The Hub is not connected to the mains power supply or has been damaged. Ensure that the power outlet is functioning properly. If there is no issue with the power supply, contact us.

9. Check the Signal LED (4th from left) on the front of the Hub. If it is:

   • Green: The issue is resolved.

   • Amber: The issue is resolved.

   • Red: The issue is resolved.

   • Not illuminated: There is a problem with the Zigbee signal. Please reboot the Hub.