Why Is My CentralHub Offline?

  • Updated
If your CentralHub appears offline in the app, the issue is usually related to power, network connectivity, Wi-Fi settings, router configuration, or a temporary internet interruption. The troubleshooting steps below can help restore the connection.
 

Check the Power Supply

Make sure your CentralHub is powered on and the indicator light is illuminated.
If the indicator light is off:
  • Verify that the power adapter is securely connected.
  • Check that the power outlet is working properly.
  • Try a different power outlet if necessary.

Check the Network Connection

The troubleshooting steps depend on how your CentralHub is connected to the network.
If using an Ethernet connection:
  • Confirm that the Ethernet cable is firmly connected to both the CentralHub and the router.
  • Try a different Ethernet cable or a different Ethernet port on the router.
  • Verify that the router's Ethernet port is working properly. You can connect a computer directly to the same Ethernet cable and port to confirm that internet access is available.
  • Restart the router and allow it to reconnect to the internet.
If using a Wi-Fi connection:
  • Make sure the Wi-Fi network is available.
  • Confirm that the Wi-Fi password has not been changed.
  • Move the CentralHub closer to the router to improve signal strength.
  • Avoid placing the device inside cabinets, behind TVs, or near large metal objects.

Check Whether Your Network Has Changed

CentralHub may go offline if your network settings have changed recently.
This can happen if you:
  • Changed the Wi-Fi name (SSID)
  • Changed the Wi-Fi password
  • Replaced your router
  • Switched internet service providers
If any of these changes were made, reconnect the CentralHub to the network through the app.
 

Restart the CentralHub and Router

A simple restart can often resolve temporary connection issues.
  1. Unplug the CentralHub from power.
  2. Restart your router.
  3. Wait for the router to fully reconnect to the internet.
  4. Plug the CentralHub back in.
  5. Allow 1–2 minutes for the device to reconnect.
Then check whether the CentralHub appears online in the app.
 

Verify Router Settings

Make sure:
  • The router has internet access.
  • DHCP is enabled.
  • The router is not blocking new devices from connecting.
  • The network is not using enterprise authentication.
  • If using Wi-Fi, the network is a supported 2.4 GHz network.

Check for Internet Service Issues

Even if your router appears to be working normally, your internet service may be temporarily unavailable.
Try opening a website or streaming a video on another device connected to the same network. If other devices are also unable to access the internet, wait until the internet connection has been restored.
 

Reduce Wireless Interference

Poor signal quality or network configuration issues can cause the CentralHub to disconnect from the network.
Common causes include:
  • Thick walls or floors
  • Metal cabinets or appliances
  • Wi-Fi extenders or repeaters
  • Mesh network roaming issues
  • Multiple routers connected to the same network
If your home network uses more than one router, make sure the routers are configured correctly and connected to the same network. Incorrect router settings may cause devices to appear offline or disconnect unexpectedly.
If possible, move the CentralHub closer to the router and check whether the connection improves.
 

Reconnect the CentralHub

If the device remains offline, reconnect it to the network through the app.
For the most reliable connection, connect the CentralHub directly to the router using an Ethernet cable and complete the setup again. Wired connection is required during the initial setup process and provides the most stable connection.
 

Re-add the CentralHub

If none of the steps above resolve the issue, remove the CentralHub from the app and set it up again.
  1. Remove the CentralHub from the app.
  2. Make sure the CentralHub is powered on.
  3. Locate the SYNC button on the back of the device.
  4. Quickly press and release the SYNC button 4 times.
  5. On the 5th press, press and hold the button until you hear the reset prompt tone.
  6. Release the button and wait for the CentralHub to complete the reset process and restart.
  7. Connect the CentralHub to your router using an Ethernet cable.
  8. Open the app and follow the on-screen instructions to add the CentralHub again.
  9. After setup is complete, you can switch the CentralHub to a Wi-Fi connection if desired.

Notes

  • CentralHub may take up to 1 minute to reconnect after powering on or restarting.
  • For the best connection stability, place the CentralHub in an open area and as close to the router as practical.
  • Wired connection is required during the initial setup process, but the CentralHub can be switched to Wi-Fi afterward.
  • If the issue persists after completing all troubleshooting steps, contact customer support and provide a screenshot of the device status and indicator light.
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