Hub Connectivity

Troubleshooting Hub Connectivity Checklist

Introduction**: **Hubs require power to operate. Not being right next to the hub can be challenging, but luckily there are tools available to help determine a potential root cause. The first line of defense is on the ‘Hubs’ Hearo Dashboard. Below are hub statuses you will come and a few examples of hubs not communicating properly to the dashboard properly.

Heartbeat: The hub’s lifeline. This indicates if the hub is powered on

Cloudlink: The Hearo Dashboard and hub are connected!

This screenshot below shows the hub is now operational. If your hub is not operational per the dashboard, additional troubleshooting may be required.

1.****) Power to the hub

• Check the outlet. If the hub is connected to a network rack, verify power to and from the rack.

• Is the Hub’s power cord plugged in?

  • Yes → Go to step 3.

  • No → Plug it in, then check: Is the hub on?

    • Yes → Done: Hub is online.

    • No → Go to step 3.

• Open the hub (t6 torx bit is required) and check each device’s power. (UMR, Express, Pi)

  • Are all devices on?

    • No → Check each device’s power connection **at the device and its power supply **(see mapping below). Try again.

      • Still not powering on after a few attempts → Unplug the hub and try a different outlet.

      • If devices still won’t power after a few tries → Escalate the ticket.

    • Yes → Continue to network checks.

Engage ISP (internet service provider)** first, provide additional information about the hub and steps that were **

2) Network & link checks (provide screenshots and diagram of devices here)

• UMR status light

  • Is the UMR’s light solid blue?

    • No → Verify the ethernet cabling (see mapping below), reseat cables, and try again.

      • If a device refuses to connect after a few attempts → Escalate the ticket.

    • Yes → Continue.

• Express connection

  • Is the Express connected? (cable firmly seated, link/activity lights on)

    • No → Reseat/replace the cable and try again.

    • Yes → Continue.

• Pi connection

  • Is the Pi connected? (ethernet firmly seated, link/activity lights on)

    • No → Reseat/replace the cable and try again.

    • Yes → Done: Hub is online.

    • If Hub does not come online after fifteen minutes, escalate the ticket.

Power supply mapping (verify in Step 3)

• Power cord → Back of Hub

• Power supply brick → Back of UMR

• Power supply brick → Back of Express

• Power supply brick → Side of Pi

Ethernet port mapping (verify in Step 4)

• Local ethernet → UMR WAN

• UMR LAN → Express WAN

• Express LAN → Pi WAN

Advanced Router Troubleshooting for Network Issues: Tier 2 Procedure

To isolate router-specific problems (e.g., after confirming your modem and ISP line are fine), focus on the router's configuration, hardware, and software. This assumes a standard home router (e.g., from Netgear, TP-Link, or ISP-provided like Spectrum's). Always back up settings before changes. Access the admin panel via a web browser at the router's IP (usually 192.168.0.1 or 192.168.1.1—find yours by running ipconfig on Windows or ifconfig on macOS/Linux and looking for the default gateway).

**Router checklist: (break up formatting into functional by ISP, Spectrum). **

• Access and Log In to the Admin Interface Connect a wired device to the router. Open a browser and enter the IP address. Default credentials are often "admin/admin" or on a sticker—change them if unchanged for security. If login fails, reset the router (hold reset button 10-15 seconds while powered on; this erases settings). Precision tip: If the IP doesn't load, ping it from Command Prompt/Terminal (ping 192.168.1.1). No response? The router's LAN port or your device's adapter may be faulty—swap cables/ports.

• Check Status and Connected Devices Navigate to the "Status" or "Dashboard" section. Verify WAN (internet) status shows "Connected" with your ISP's IP. List connected devices: Too many (e.g., >20 on a basic router) can overload it. Disconnect unused ones. Look for MAC address filtering—ensure your devices are whitelisted. Precision tip: Note the uptime—if <1 hour after a restart, it may be crashing. Cross-check with modem status to confirm it's not passing through ISP issues.

• Review Logs for Errors Go to "Advanced > Logs" or "System Log." Filter for errors like "DHCP lease failed," "Wi-Fi authentication error," or "Firmware crash." Search for timestamps matching your outages. Precision tip: Export logs to a file for ISP support. Common red flags: Repeated "disassociation" entries indicate Wi-Fi interference; "IP conflict" points to duplicate addresses.

• Test and Optimize Wi-Fi Settings In "Wireless" settings, note SSID, channel (auto often picks poorly), and band (2.4GHz for range, 5GHz for speed). Switch channels manually (use 1, 6, or 11 on 2.4GHz to avoid overlap—scan with a tool like Acrylic Wi-Fi Analyzer). Disable WPS if enabled (security risk). Set WPA3 encryption if supported. Precision tip: Run a Wi-Fi heat map test (e.g., via NetSpot app) from multiple rooms. If signal drops >50% at 30ft, reposition the router or add a mesh node. Test speeds at the router vs. far away to quantify degradation.

• Verify DHCP and DNS Settings Under "LAN > DHCP Server," ensure it's enabled and the pool (e.g., 192.168.1.100-200) isn't exhausted. Reserve static IPs for key devices to prevent conflicts. For DNS, set primary/secondary to 8.8.8.8/8.8.4.4 (Google) or 1.1.1.1 (Cloudflare) to bypass ISP DNS issues. Precision tip: From a connected device, run nslookup google.com—if it times out, flush DNS locally (ipconfig /flushdns) then retest. If persistent, toggle DHCP off/on in the router.

• Update Firmware and Reset if Needed Check "Administration > Firmware Update" for the latest version (download from manufacturer site if not auto-detected—match your model exactly). Update via USB if web fails. If issues persist, perform a factory reset (via admin button or 30-second power cycle + reset), then reconfigure basics only. Precision tip: Firmware bugs cause 15-20% of intermittent issues; check release notes for your symptoms. Post-reset, test with minimal setup (no guest network, QoS disabled) to isolate config errors.

• Advanced Isolation: Bypass and Hardware Checks Connect directly to the modem (disable router's WAN) to confirm internet works— if yes, router is the culprit. Inspect for overheating (vents clear, <104°F/40°C) or LED patterns (e.g., alternating blink = firmware loop). Swap with a spare router if available. Precision tip: Use tracert google.com (Windows) or traceroute google.com (macOS/Linux) to spot hops dying at your router's IP.

When to escalate

• Power: If any device won’t turn on after checking connections and trying another outlet → Escalate the ticket.

• Network: If any device won’t connect after reseating cables and verifying the port mapping → Escalate the ticket.