What Do I Do If My Hub Is Offline?
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 establish a successful internet connection.
Getting Your Hub Back Online:
To re-establish your hub’s connection, follow these steps:
- Check the hub: make sure that your hub is plugged into an outlet and has a visible light on it
- Check the hub light: you ideally want the hub to display a solid green light (or solid red for certain models of the Micro Hubs); if the hub light is blinking green/red, this indicates the hub is having trouble connecting to the internet
- Connect the hub to a router: connecting the hub physically to a router with an Ethernet cable is the best way to ensure that it stays online consistently
- Reboot the hub: this process will differ depending on the model of the hub that you are using
Identifying Your Hub:
Depending on your community, you will have one of the following hubs. Please identify which hub is connected in your home and follow the steps accordingly:
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):
- 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.
- There is 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
- Pop out the SD card, put it 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 and Zipato Hubs:
For Alloy SmartHome and Zipato Hubs (white rectangular hubs with antennas), follow these steps:
- Hold down "Button 2", on the top of the hub, for 5 seconds to reboot
- You should see the lights turn off - when they do, you can release the button and this will start the rebooting cycle
- 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
If your hub is 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 customer support team for further assistance, information listed below.