Troubleshooting Hub Connection Failed

This guide walks you through the steps to diagnose and fix the issue of your Hub displaying a "connection failed" status, ensuring it reconnects and maintains a reliable connection.

Restore Connection via the App

Retry Connection: On the app's Home page, tap "Retry" on the Hub to attempt to reestablish the connection.
Refresh Home Page: If "Retry" doesn't work, try pulling down on the app's Home page to refresh. This action can help to update the hub's status and resolve temporary connection issues.

Check Power Supply

Observe the Hub's Light: A continuously blinking light on your Hub indicates it's powered on. If the light is off, it may suggest a disruption to the power supply.
Inspect Connections: Ensure the AC/DC adapter is securely connected to both the Hub and a functioning electrical outlet. To test the outlet's functionality, plug in a different device.
Power Cycle the Hub: If the connections are secure but your Hub shows a "connection failed" status, unplug your Hub, wait for 30 seconds, and then plug it back in. This can often resolve the connection issue.

Check Router Connection

Inspect Connections: Ensure the Ethernet cable is securely connected to both the Hub and your router. To test the router's functionality, try connecting a different device, such as a computer via the same Ethernet cable, or a smartphone via Wi-Fi, to see if the device can access the internet.
Restart Your Router: Sometimes, the connection issue can be with the router itself. Turn off your router, wait for a minute, and then turn it back on. This can help clear any network glitches and restore connectivity.

Advanced Options

If you are comfortable with further diagnostics:

Network Congestion Check: A high number of devices connected to your network might affect the Hub's performance. Consider disconnecting some devices temporarily to see if this improves the Hub’s connectivity.
Internet Speed Test: Conduct a speed test to evaluate your internet connection. Slow speeds or intermittent service could be signs of an issue with your Internet Service Provider (ISP).

Set Up the Hub Again

If your Hub still shows a "connection failed" status after checking the power supply and the network, reconfiguring it in the app might help. Tap the "+" icon on the Home page and follow the in-app instructions to go through the setup process again.

Reset the Hub

As a last resort, consider resetting your Hub may be necessary. Be aware that this will erase all current settings, check it here.

Keep Your Hub's Firmware Updated

Friendly Reminder: For the best performance and security, make sure your Hub's firmware is always up to date. Check if a new version is available here.

Need Assistance?

If the issue persists:

Upload Logs: Follow the instructions here to upload your device logs.
Contact Us: Submit feedback via the app or email support@safemo.com with your device's S/N (Serial Number) and the log upload time. Find your S/N here.

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