How to resolve connectivity issues for the Hub?

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To troubleshoot connectivity issues on your Hub you would need to check the status of the three lights on your Hub device.

The Power indicator should always appear green. If it is not lighted up, please check your power source and if the Micro-USB cable is correctly connected to the Power Port and the Adapter.

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Check the status of the Cloud (DNS) and WAN connectivity lights. Under normal circumstances, the Cloud (DNS) light will be turned on, and the WAN light turned off. In case of connectivity issues, check for the following.

 

Cloud Light Status

WAN Light Status

Problem

Solution

Off

Blinking

  1. There is a physical connectivity issue.
  2. The Hub is connected but Securly DNS servers are not reachable.
  1. Check if the cable is loose and fix it. Check if the cable is connected to the home router.
  2. Check if your internet connection is up and running. If your internet connection is working, please wait for 10 minutes and check again. If the problem persists, contact our support team.
  3. Your service provider may have disabled the LAN ports on your Wifi router. Please contact your service provider to enable the LAN port. 

Off

On

The Hub has hardware issues.

Contact our support team for a definitive diagnosis. You may need to return the Hub if it is a hardware issue.

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