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What to do if your Hive Hub is offline


If your Hive Hub is showing as offline in the Hive app, you may also see a number of light sequences on the hub itself.

First, identify which Hive Hub you have using the pictures below, then follow the steps to get it back online.

Hive Hub

If your hub looks like this:

User-added image


Flashing Fast Green = Hub is trying to connect to the internet.
Flashing Slow Green = Hub is trying to connect to the Hive servers or is in upgrade mode.

Wait for 20 minutes and refresh your Hive app.  If your hub is still offline then please follow the steps below.

Flashing Red / Amber = Hub is trying to recover from a failed connection to the internet or power supply.
Solid Red & Amber = Hub is trying to recover from a failed connection to the internet or power supply

Wait for 1 hour and refresh your Hive app.  If your hub is still offline then please follow steps 1-6 below.  If your Hive Hub remains offline then please contact us.

No lights = Hub or power cable could be faulty.
Solid Red = Hub failed to connect to the internet.
Solid Red & Green = Hub failed to start correctly.

Follow the steps below:

Step 1. Check your Hive Hub is placed correctly by following the guide here. Restart the hub by removing the power cable and then reinserting it. Give the hub 5 -10 minutes to reboot, it will start to flash different colours.
Step 2. Wait for the hub lights to stop flashing, this can take up to 5 minutes. Go to 'Menu' in the Hive app, tap 'Manage devices' then refresh the page. If the hub is showing as 'connected' there's no need to follow the remaining steps.
Step 3. Check that the ethernet cable is connected correctly to your broadband router. Ensure that it is not going in to a Wi-Fi extender or a modem box.
Step 4. Check your broadband is working ok.
Step 5. Swap the ethernet cable ends around or replace the ethernet cable with a spare one if you have it and restart your broadband router.
Step 6. Check that your download speed is at least 5mbps as a very slow broadband speed could prevent the hub from coming back online.
Step 7. Remove the power cable for 3 seconds and then put it back in for 10 seconds. Repeat this step 6 times until the hub lights begins to flash alternate red and amber. Leave the hub for an hour to give it 4 attempts to recover, once recovered the top light on the hub should turn Green.
Step 8. Go back to 'Menu' in the Hive app, tap 'Manage devices' then refresh the page. If the hub is showing as 'connected' you're done!
Step 9. If you’re still having trouble with your Hive Hub then contact us.

 

If your hub looks like this:

User-added image

No lights = Hub or power cable could be faulty
Slow flashing Red = Attempting to connect to the internet
Fast Flashing Red = Hub is trying to connect to Hive services

Wait for 5 minutes and refresh your Hive app. If your hub is still offline then please follow the steps below.

Solid Red = Hub failed to connect to the internet.
Solid White = Hub failed to start correctly.

Follow the steps below:

Step 1. Check your Hive Hub is placed correctly by following the guide here. Restart the hub by removing the power cable and then reinserting it. Give the hub 5 -10 minutes to reboot, it will start to flash different colours.
Step 2. Wait for the hub lights to stop flashing, this can take up to 5 minutes. Go to 'Menu' in the Hive app, tap 'Manage devices' then refresh the page. If the hub is showing as 'connected' there's no need to follow the remaining steps.
Step 3. Check that the ethernet cable is connected correctly to your broadband router. Ensure that it is not going in to a Wi-Fi extender or a modem box.
Step 4. Check your broadband is working ok.
Step 5. Swap the ethernet cable ends around or replace the ethernet cable with a spare one if you have it and restart your broadband router.
Step 6. Check that your download speed is at least 5mbps as a very slow broadband speed could prevent the hub from coming back online.
Step 7. Go back to 'Menu' in the Hive app, tap 'Manage devices' then refresh the page. If the hub is showing as 'connected' you're done!
Step 8. If you’re still having trouble with your Hive Hub then please contact us.


Hive Hub 360

If your hub looks like this:

User-added image

You may see the following light sequences on the hub:
 

Flashing White = Hub 360 is starting up
Solid Purple (next to hub mic) = Hub 360 is connected and the mic is muted
Double flashing Amber = Hub 360 is in pairing mode and searching for your Hive products
No Lights = Hub 360 is connected and monitoring for unusual sounds 

Wait for 20 minutes and refresh your Hive app. If your hub is still offline then please follow the steps below.

Solid Red = Hub cannot connect to the internet
Please follow the steps below.

Spinning Blue = Hub is attempting to pair to Bluetooth via your mobile handset
Please follow the steps in your Hive app to install your Hub 360.

Solid Blue = Bluetooth has timed-out
Press and hold the reset button on the bottom of the hub (next to the power connector) for longer than 10 seconds, and then release, to put the hub back into Bluetooth pairing mode. The light on the top of the hub should now spin blue, then follow the instructions in the Hive app to install your Hub 360.

Slow Flashing Green = Hub 360 is updating its firmware
Wait until your hub has finished showing a green flashing light and you see one of the light states above, then refresh your Hive app.  If your hub is still offline, please follow the steps below.

Alternating Red / Amber = Hub is trying to recover from a failed connection to the internet or power supply.
Wait 1 hour and then refresh your Hive app. If your hub is still offline then please contact us.

Step 1. Check that your Hive Hub 360 has power by checking the small LED on the base of the device, this should be Green.
Step 2. Check your internet connection, make sure your mobile device is connected to Wi-Fi and try and open a web page. if not contact your Internet service provider
Step 3. Unplug your Hub 360 from the wall socket and reinsert it, wait for the hub to reboot (this can take about 10 minutes) then refresh the Hive app dashboard page in the app.
Step 4. Check that your download speed is at least 5mbps as a very slow broadband speed could prevent the hub from coming back online.
Step 5.  Still not sorted? You can reconnect the hub to your Wi-Fi by going to your Hive app, tap the Hub 360, Settings, Change Wi-Fi, and follow the in-app instructions.
Step 6. Go back to 'Menu' in the Hive app, tap 'Manage devices' then refresh the page. If the hub is showing as 'connected' you're done!
Step 7. If you’re still having trouble with your Hive Hub 360 then please contact us.

If you're still not back up and running please contact us.  We are open from 8am to 9pm Monday to Sunday.

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