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Hub - Reconnecting when Offline

  1. Check within Homeneural Admin Support Dashboard if the Hub is currently offline.
  2. If Hub is offline, ask the customer to check the status of the LED
    • If the LED is Red – this indicates a connection issue with the internet.  Unplug and plug the Ethernet cable to restore connectivity
      • If connectivity is not restored, power cycle the Hub
          • Unplug the Hub for a full 5 minutes and then plug back in.
      • If connectivity is not restored, power cycle the modem/router
      • If the power cycle does not restore connectivity, have the customer check the Ethernet Port to ensure it works (ex: plug a laptop into the ethernet port, turn off wifi on the laptop, and have a customer use the internet)
        • If the laptop establishes an internet connection, replace the Hub
        • If the laptop does not establish a connection, have the customer use a different port on the router and repeat the step above
    • If the LED is Off – this indicates a power issue, a memory issue, or an update that did not successfully complete
      • Unplug the Hub for a full 5 minutes and then plug back in
      • If connectivity is not restored (and hub blinks red or green after doing the above step), power cycle the modem/router in the following order: Modem then Router then Hub (wait for each to come back online before proceeding to the next)
    • If the LED is Blinking Green – this is a Web Socket issue, check if the customer has any special settings in their firewall or the router in bridge mode, etc., Flashing Green LED - Hub Reconnect Article
    • If any of the above issues returns within a week, Escalate to Level 2
  3. If the Hub is online, check within Homeneural/Admin for the number of drops
    • Begin to record, daily for 7 days, the number of Hub drops.
    • Ensure that the firmware is up to date
    • Have the customer check that:
      • The power connector is securely attached within the Hub, and if using the extension cable, it is also securely attached.
      • The power adapter is securely plugged into an outlet.
      • The Ethernet cable is securely attached to the hub and the Router.
    • If the customer reports that they frequently discover the Hub offline and they power cycle it to restore connection, replace the Hub. 
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