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What to do if your Hive Hub is offline (North America)


If your Hive Hub is showing as offline in the Hive app, you may also see the following light sequences on the hub:

Solid Red = Hub failed to connect to the internet.
Flashing Red / Amber = Hub is trying to recover from a failed connection to the internet or power supply.
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.
No lights = Hub or power cable could be faulty.


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!

If you have the Hive Hub 360 and it's showing as offline in the Hive app, you may see the following light sequences on the hub:

Flashing White = Hub 360 is starting up
Spinning Blue = Hub is attempting to pair to Bluetooth via your mobile handset
Solid Blue = Bluetooth has timed-out
Double flashing Amber = Hub 360 is in pairing mode and searching for your Hive products
Slow Flashing Green = Hub 360 is updating its firmware
Solid Purple (next to hub mic) = Hub 360 is connected and the mic is muted


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 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. 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 5. 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!

If you're still not back up and running call us on 1-866-470-9133. Our opening hours are Monday to Friday 9am-1pm EST and Saturday 9am – 11am EST.  We are closed on Sundays. 



 

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