The hub is connected to the internet with a cable through your home router. Your home router may be installed by your internet provider (ISP) or perhaps yourself. Things can happen, and some causes the internet connection to fail or become unstable. Below, you will find a guide from us to troubleshoot the most common scenarios we have experienced.
The hub must be connected to an enabled LAN port on the router. Some internet routers have ports reserved for special usage, or have to be enabled to work. Consult your router manual to make sure, or try some of the other ports on the router.
Step 1: Does the hub LED light flicker?
– If it does, then the hub cannot access the internet, and you should proceed with the next steps. If the LED is constantly lit, then your home internet connection is ok, and we may have problems in our end which we will take care of very soon.
Step 2: Are you able to access the internet at all?
– Try with your mobile phone or computer using the Wifi or with a cable (RJ45) from your computer through exactly the same port on your home router as was used by the hub.
Step 3: Is it necessary to read the router manual? A home router typically has 1-4 LAN ports. The hub should be connected to one of those. If you use a WAN port, then it will not work, and if your home router has some ports reserved for TV or service then they will not work either. You may have to check the router manual, or simply try another port. Sometimes you have to login to your home router to enable more ports.
Step 4: Does it work at your neighbor?
– Before you proceed with more complicated steps, then it may be a good time to take the hub to another location and try it there. If it works somewhere else, then it may be worthwhile to proceed with the next steps.
Step 5: Do you have to restart or update your internet equipment?
– Home routers are built as specialized computers. They have memory, software, and lots of data to process. The hub will constantly try to communicate with it, and is therefore often the first messenger with bad news about your network. Your home router may even work for some of the Wifi connections, but not for others, due to overloads. And note that it is also ok to install your own router behind equipment delivered by your ISP (internet supplier) to get more LAN ports – the hub should still work fine and securely – but you will have one more thing to reboot and update.
Step 6: Did you block something in your router?
– Networks in offices are often controlled by
IT-departments, and sometimes makes use of advanced settings in the routers. Some of these settings may be in use on your home router if you have it from such a place. A factory reset or update may help.
Step 7: When it gets really advanced then you may need help!
– Typically you do not have to consider any of the advanced settings in your home router – all is handled by the hub, including secure communication. And if you do not know about such things, then it is probably better to buy a new and updated standard router for your home. That said, then in very special and rare cases you may want to look into the advanced settings in your network equipment. Is DHCP enabled? Are some MAC addresses blocked or filtered? Is UDP traffic enabled? Is UDP connections timeout above 40-60 seconds to avoid frequent fallouts?