Hub Connection/Communication Failure
The hub uses both internet (via ethernet) and cellular connections to communicate with our monitoring station, and to report on alarms and system alerts. If your internet were to go down, the hub will automatically establish a connection via the cellular network.
If you are experiencing communication failure, we recommend completing the following troubleshooting steps:
Perform a Communications Test (see the steps below for how to test your system's communication)
Identify dB on the Signal Strength from the Communications Test. If below 20, relocate the Hub to a different location and test.
If your signal does not improve or persists on a low signal over the course of a few days, please reach out to our support team for further assistance.
Testing Communications for your Hub
To test the network connection between the Hub and the Backend, select “More” > “Settings” > “Panel” > Enter your 4-digit master passcode > “Communication Test” > Tap the arrow to start the test > Wait a minute for status to change from “Testing” to the results. Results should either be “Acceptable,” “Good,” or “Best.”
If the Signal Strength is below 20, the Hub should be relocated OR it should be connected via Ethernet to get a more stable connection.
If your signal does not improve or persists on a low signal over the course of a few days, please reach out to our support team for further assistance.
