Smarthub troubleshoot

  • Updated

Problems with pairing the Smarthub

  1. Ensure that the Smarthub has power and wired internet.
  2. Give the Smarthub 5-10 minutes to start up.
  3. Check that there is internet in the cable. Test with a PC, for example. Note that some internet suppliers only deliver internet through port 1 or 4.
  4. All above checked? Swop the Smarthub.

 

Already paired Smarthub

  1. Check if you paired it in a previous attempt. Maybe there is a household where pairing went through. Click on the grey arrow in the upper right and see if you have more households available.
  2. First pairing attempt? Swop the Smarthub as it has been paired by someone else. Bought used? Leave the Smarthub online and ask the previous owner to factory reset it.

 

Smarthub not responding

  1. Check that the Smarthub has power (there should be a light in the logo).
  2. Disconnect the power from the Smarthub and leave it for 15 minutes.
  3. Check the network by testing other devices connected to your home network.
  4. Try another network cable.
  5. Try another port on your router.
  6. Reach out to support and explain your steps.

 

No response from Smarthub

  1. Disconnect the power from the Smarthub and leave it for 15 minutes.
  2. Update the Smarthub and the app. Settings → Household → Hub settings → Update software.
  3. Test multiple devices. It could be individual devices that have lost connection. Check signal error article.
  4. Reach out to support.

 

Startup Error

When you first configure the Smarthub, you need to connect it to power and the internet. During the startup process, you can create a household in the Futurehome app. When the household is set up in the app, you'll be asked to add a Smarthub. You can either scan the QR code on the bottom of the Smarthub or manually enter the serial number. You can find the QR code and serial number here: (IMAGE)

When adding the Smarthub, there are typically two errors that may occur:

Smarthub is offline

  • Check if the Futurehome logo on the top of the Smarthub is lit. If it's not, there's something wrong with the power.
  • If the logo is lit and you still get an offline Smarthub message, there's something wrong with the network connection.
  1. First, check if you have internet with other devices on your home network.
  2. Check if there's internet in the network cable to the Smarthub. (Disconnect it from the Smarthub and plug it into a PC and test the internet)
  3. Check if there's internet in the port on the router. Tip: Many TV and broadband providers have some ports dedicated solely to TV signals. Port 1 or 4 often has internet.Offline.png

If all of the above points have been checked, it's likely that something is wrong with the Smarthub. Contact the person you bought it from for help.

Smarthub is already paired

  • If the Smarthub is already paired to a household, it won't be possible to pair it with another. If you get this message, it means the hub is connected to a household from earlier. If it was purchased from a private individual, the seller must either transfer ownership or reset the hub. Resetting is preferred.
  • If it was purchased at a store or from another dealer, contact them to get a new Smarthub. (Unless it was sold as used B-stock)
  • In some cases, you have managed to pair the Smarthub and the household without realizing it yourself. Check if you have access to multiple households in your app. Tap the gray arrow in the upper right corner on the front page and look for multiple households.

paired.png

 

"Smarthub not responding"

  1. Check if the Smarthub logo is lit. If not, try a different power supply.
  2. Turn off the power to the Smarthub, wait 15 minutes, then plug it back in.
  3. If the Smarthub is not online 5 minutes after plugging it in, check the network connection.
  • First, check if you have internet with other devices on the home network.
  • Check if there's internet in the network cable to the Smarthub (disconnect from Smarthub and plug into a PC to test).
  • Check if there's internet in the port on the router. Tip: Many TV and broadband providers have dedicated ports for TV signals, often port 1 or 4 has the internet.

 

No response from Smarthub

It may happen that the Smarthub stops responding even though it appears to be online. The first thing to do is to turn off the power to the Smarthub and wait 15 minutes before plugging it back in.

If there are still commands in the app that do not work, please check if there are any available updates. Go to settings → household → hub settings → update software → press the () button in the upper right corner → update.

If there are individual devices that do not work, the likelihood is high that there is something wrong with the specific device. Check the "signal problem" article for instructions on how to regain contact with the device.

Was this article helpful?

0 out of 5 found this helpful

Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.