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Troubleshooting your Connected Home service

Just in case things don't go as you expect, here are some troubleshooting tips to help you fix issues yourself or know when to contact us for help.

The Cloud Hub Does Not Come Online

If the Cloud Hub does not come online, identify what LED lights are displayed on the Cloud Hub.

  • If there is no Power LED on the Cloud Hub, try to plugging it in to a different power outlet. If you are using a power strip, try plugging it in directly to a power outlet.
  • If the Power LED is flashing, that indicates the Cloud Hub is starting up or running a firmware upgrade.
  • If the Service LED is flashing, the device is activated but unable to find the Server. Check your Internet connection and possibly try a new port on the router.
Cloud Hub LED Light On Off Flashing
Service LED Activated and communicating with the server Not yet activated Activated but unable to find the server
WiFi LED WiFi devices are attached to this One Link No WiFi devices are attached to this One Link

WiFi protected setup mode (WPS) is active

Z-Wave LED

Z-Wave devices are paired with this One Link

No Z-Wave devices are paired with this One Link Z-Wave Add or Reset mode is active
Power LED Powered on Powered off

Starting or upgrading firmware

Ethernet LED Ethernet connection is established No Ethernet connection Ethernet connection is established

The Camera Does Not Come Online

  • If No Power LED light is lit, check if the power adapter is plugged into an outlet and ensure the power cable is properly plugged into the camera. Be sure to check if the outlet is controlled by a switch, and if so the switch is in the on position.
  • If the Camera Power LED is flashing, the camera is starting up or running a firmware update.
  • If Network LED is flashing, Camera is connecting to Network check the status of the Cloud Hub Wi-Fi.
  • If the Network LED is off, please contact us.
Camera LED Light On Off Flashing
Network LED Connected to network Powered off Connecting to network
Power LED Powered on Powered off Starting or upgrading firmware

The Door / Window Sensor Does Not Come Online

  • Ensure the protective plastic on the battery has been removed and verify the battery is correctly installed.
  • If battery is installed correctly, check the status on the Z-Wave LED on Cloud Hub.
  • If Z-Wave LED is Off, no Z-Wave devices are paired with this Cloud Hub. Please refer to the Z-Wave Installation for Cloud Hub Instructions.
DRW Sensor On Off Flashing
LED n/a Normal operation Scanning the network

Connected Home Support

Troubleshoot problems with your phone or internet service
Please enter your Account or Billing Phone Number and Billing Zip Code to test your services.