Hub - Reconnecting when Offline
- Check within Homeneural Admin Support Dashboard if the Hub is currently offline.
- 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
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- Unplug the Hub for a full 5 minutes and then plug back in.
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- 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 connectivity is not restored, power cycle the Hub
- 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)
- Unplug the Hub for a full 5 minutes and then plug back in
- 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
- If the LED is Red – this indicates a connection issue with the internet. Unplug and plug the Ethernet cable to restore connectivity
- 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.