Quick Tips for Troubleshooting an Offline Hub

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When you log in to your SmartRent app, you may notice a message that says your Home is Offline. If you see this message, this means that the hub is not able to find a successful connection. Please follow the guide below to help your hub re-establish the connection and get back online.

Getting your hub back online

  1. Check the hub. Make sure that your hub is plugged into an outlet and also connected to your WiFi. If you have your hub connected via Ethernet, check the connection with the Ethernet cord.
  2. Check the hub light. You want the light on the top of the hub to be a solid green color. If the hub light is blinking, attempt to reboot the hub.
  3. Connect the hub to a router. Connecting the hub physically to a router with an Ethernet cable is the best way to ensure connectivity.
  4. Reboot the hub. This process will differ depending on the model of the hub that you are using.

Depending on your community, you will have one of the following Hubs. Please identify which Hub is connected in your Unit and follow the steps accordingly: 

Micro Hubs

For the micro hubs (black and green hubs, although they may also be hidden inside of a wall-mounted enclosure with a SmartRent logo on the front):

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  • Unplug the hub from the power outlet.
  • Wait 10 seconds.
  • If the light remains on, remove the green lid and remove the battery from the inside as well. Once the light turns off, you can put the battery back in and put the lid back on.
  • Plug the power cord back into the power outlet.
  • Wait about 1-2 minutes for the hub to reboot. Once the light is a solid color, restart your app to see if it is online.

There are also a couple of additional steps you can take with this hub to supplement the reboot process if it still won't come online.

  • You may notice a small 1/2 inch slot on the bottom of the hub, on the same side as where the light would be. Within this slot should be an SD card that you can pop out with your fingernail and then put back in. Wait a couple of minutes, then check the app again.
  • On the back of the hub next to the Ethernet port, there may be a small USB type memory device plugged in. If your hub has one of these, you can try disconnecting it from the hub; wait about 10 seconds, then plug it back in. The hub will likely start rebooting after this, so give it a couple of minutes and then check the app again to see if it's back online.

Alloy Home & Zipato Hubs

For Alloy Home or Zipato hubs:

 

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  • Hold down Button 2 until the light on top of the hub goes out. 
  • Release the button to begin rebooting cycle. While the hub is rebooting, you will notice the light will change to blue.
  • Wait about 2-3 minutes for the hub to reboot. Once you see a solid green light on the hub, restart your app to see if it is back online.

Note: If your hub is successfully plugged into your router, plugged into a working power outlet, and you've attempted to reboot the hub, but the hub still won't come back online, please contact our 24/7 support team for assistance.

 

If you have any additional questions, please contact our support team via email at [email protected], by phone at (844) 479-1555, or live chat us in the mobile app.