Hub - Reconnecting when Offline
How to Reconnect an Offline Hub
Customer assistance will be required to reconnect an offline Hub.
- Please describe the current condition of the Hub 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)
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- 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
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- If connectivity is not restored, power cycle the Hub
- If 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, 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 power cycle does not restore connectivity, please contact customer care. The hub may need to be replaced.
- If 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.?
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- Please refer to - Flashing Green LED - Hub Reconnect Article
- If there is firewall or the router is in bridge mode, please contact customer care
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- Reset in the following order: Modem then Router then Hub
- If the LED is Red – this indicates a connection issue with the internet. Unplug and plug the Ethernet cable to restore connectivity.
If the aforementioned steps did not restore connectivity, please contact customer care.