When the app cannot reach your Hub
What the Hub page shows when the Hub does not answer, or when something else answers in its place, and what to do.
The Hub is not answering (SE-STA-016)
Choose More, then Hub. The page is titled The Hub is not answering and says This device paired with it and cannot reach it right now. A Hub that is powered and only unreachable from here is still recording on its own. (SE-STA-016) Two lists follow: STOPPED UNTIL IT IS BACK and STILL WORKING.
- Cameras not isolated: live view keeps playing straight from the cameras, and the page says While the Hub is not answering, this device talks to your cameras directly.
- Cameras isolated: live view stays empty and Playback waits, because only the Hub can reach the cameras. On a device with Pro the app also shows, for example, The Hub at Home is not answering, and later The Hub at Home is back.
- Either way, playback of the Hub's recordings, motion alerts while this device sleeps, and viewing from outside the house wait until the Hub answers.
Bring it back
- 01Check the Hub has power and is on the network.
- 02Check this device is on the same network as the Hub. Away from home, the app reaches the Hub only if Watch away from home is on (see Watch your cameras away from home).
- 03Choose Try again.
- Open the Hub's page opens its address in the browser, to see if it answers there.
- Unpair this device is there too. Use it only if you no longer want this device on the Hub.
That is not the Hub you paired with
The page says That is not the Hub you paired with. The Hub at that address shows a different certificate: it was reset or reinstalled, or something else is answering in its place. The app cannot tell these apart. Reset this Hub is switched off on this page.
- 01If you reset or reinstalled the Hub, choose Unpair this device. Then set it up again or pair with a code, from a device with Pro of its own. See Set up a Hub from the app.
- 02If you did not, do not pair with it. Check what is on that address.