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Hub - Reconnecting when Offline

How to Reconnect an Offline Hub

Customer assistance will be required to reconnect an offline Hub.

  1. 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
          • 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 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.?
    • Reset in the following order: Modem then Router then Hub 

If the aforementioned steps did not restore connectivity, please contact customer care.