This guide aims to provide detailed steps and tips for factory resetting your Smart Hub. Because a factory reset permanently erases all the data on your hub, we don't recommend doing it until you've tried other troubleshooting options.

How to safely factory reset the Smart Hub?

Do not attempt to factory reset your Smart Hub without guidance and support from a trained Safemo Customer Support expert. Please contact Customer Support for assistance if you're having difficulty with your Smart Hub.

 

To ensure your hub functions optimally, follow these steps to perform a factory reset. This will help resolve any issues and return the hub to its default settings.

 

1. Open the Hub

Open the hub's bottom cover with a screwdriver and remove the cover from the Smart Hub.

2. Disconnect Power

You will hear a prompt: "Please power off or disconnect the power before opening the rear cover." Follow this prompt and disconnect the power adapter.

 

3. Reconnect the Power

Reconnect the power adapter to the power outlet and hub. Then, plug in the Ethernet cable into the hub and your router. Wait for the hub to complete startup. You will see the solid white LED light and hear a "deng-deng" sound after about 10 seconds, indicating that the startup is complete.

 

4. Cold Startup Phase

Once the startup is complete, the hub will enter a cold startup phase, which takes approximately 2-3 minutes. During this time, the indicator light will remain solid white. Do not perform any operations, including pressing the reset button, as the system is processing data and the reset won't be effective. Wait until the indicator light changes from solid white to slow flashes, indicating the end of the cold startup.

 

5. Press the Reset Button

After the cold startup ends, press and hold the black reset button for 10 seconds until you hear a "deu-deu" beep and the LED light flashes. Then, replace the back cover on the Smart Hub.

 

6. Enter Pairing Mode

Once you hear a "ding-ding" sound, the device will enter pairing mode, indicated by a fast flashing white light and a series of "ding-dong" sounds. You can now search for and re-add the device using the app.

 

Here's what'll happen after factory reset:

Note: If you want to save any video footage before you perform the factory reset, backup video clips and download the files to your phone.

When Should You Reset the Smart Hub?

• Offline Smart Hub Removal

If your Smart Hub goes offline and you intend to remove it from your system, a manual factory reset is required.

• App Prompt

If your Safemo app indicates that a factory reset is needed, it typically means that the system has detected issues that can be resolved through a reset.

• On Technical Team's Advice

If the technical support team advises a factory reset after evaluating your specific situation, it's important to follow their guidance.

• After Other Troubleshooting Attempts

We recommend contacting the technical support team before attempting a reset. While a factory reset can resolve lingering issues that simpler steps do not address, it comes with a higher operational cost. Therefore, it’s advisable to seek guidance from the technical team to explore all other troubleshooting options first.

Kindly take note: a factory reset is a significant action and should be performed only when necessary. If you have any questions or require assistance, please contact customer support before proceeding.