My hub is offline, what should I do?

To address the issue of your offline hub, it is important to understand how to determine the status of your hub. Please follow these steps:

• Click on the Menu located at the upper left corner of the app’s main interface, and select “Hubs” to view the hub card’s color status.

  1. If the hub card is displayed in gray, it indicates that the hub is offline.

  2. If the hub card is displayed in green, it indicates that the hub is online.

Basic troubleshooting steps and general solutions for an offline hub:

To troubleshoot the issue, you can follow the troubleshooting steps corresponding to the observed symptoms:

• Check the status of the hub indicator lights:

  1. If the hub indicator light is not illuminated:

     1. It indicates that the hub is not receiving a stable power supply. Ensure that you are using the correct 5V/1A power adapter provided with the hub.

     2. If you are certain that the power supply is normal, there may be a hardware issue with the hub. Please contact MOCREO at contact@mocreo.com for further assistance.

  2. If the hub indicator light is flashing red(It indicates that the hub was not able to connect to the network. There could be several reasons for this):

     1. Check if there are any issues with the network where the hub is deployed. Verify if other network devices are functioning properly in the same network environment.

        1. If the network environment is normal but the hub remains offline, you can try the general solutions listed below.

        2. If other network devices are also unable to connect to the network, it is recommended to contact your network provider or the technical support department of the router manufacturer for further assistance.

        3. If your hub is currently paired via Ethernet(Check the physical Ethernet connection of the hub):

           1. If there is a problem with the Ethernet cable, try replacing it and observe if the hub comes back online.

           2. Connect the Ethernet cable to another working network device to determine if the cable itself is faulty.

General solutions (when the hub indicator light is red):

1. Restart the hub: Place the hub closer to the router, disconnect the power supply, wait for 1 minute, and then power it back on. Observe if the hub’s indicator light returns to its normal state (purple breathing light).

2. Re-add the hub: Press and hold the hub’s pairing button for 5 seconds until the blue light starts flashing, indicating that the hub has entered pairing mode. Then, go to the MOCREO app and re-add the hub.

3. Change the network environment: Try connecting the hub to a different 2.4GHz Wi-Fi network and add the hub again through the app to see if it can come back online successfully.

4. Switch to Ethernet: If your hub is connected via Ethernet, follow the steps and precautions provided in the following link(If your hub is already connected via Ethernet, please disregard this step):

Link: https://mocreo.com/doc/manual/support/setup/st5-user-guide.html#step-3-add-the-mocreo-hub

• Note: If you are switching from a Wi-Fi connection to an Ethernet connection with the same network environment, you only need to follow these steps:

  1. Disconnect the power supply to the hub.

  2. Connect the hub with an Ethernet cable to the router or switch.

  3. Power the hub back on.