What should I do if my Smart Home Hub isn't working?

 

If you’re having trouble setting up your hub for the first time or connecting the hub to a new Wi-Fi network, we recommend following the troubleshooting steps below.  The most common causes are either you can’t connect to the hub, or the hub can’t connect to the Smart Home server.

 

I can’t connect to the hub.

If you can’t connect to the hub, you’ll see this set of screens:

 

        

 

1. Ensure hub light is blinking red. If the hub light is solid red, reboot it by turning the power on and off again. Tap ‘Let’s try again’.

2. Before you start, ensure your mobile device is connected to your home Wi-Fi network. If it wasn’t, we recommend you force close the app and start again.  

3. Enable location permissions for the app (Android only).

  • The first time you go through setup, you’ll be asked if you want to allow Smart Home to use your device location:

 

 

  • Location is only used during activation; you can turn off location after you’ve finished activation if you choose. 
  • If you tapped ‘Deny’, you can still enable location permissions from the settings on your mobile device. Force Close the Smart Home app (Android: tap the square button and swipe up on Smart Home) then go to your device Settings, tap Apps or Apps & notifications, and find Smart Home. Then tap Permissions and ensure Location is enabled.
  • Open the Smart Home app again and start over.

 

4. If you don’t want to enable location permissions, or if you’re using an iPhone/iPad, you can connect manually instead. If this is the case, you’ll see this screen:

 

 

  • Tap Settings to leave the app and go to your mobile devices’ Wi-Fi settings.
  • Find the Wi-Fi network called “TelstraHub_xxxxxx” (where “xxxxxx” are random letters and numbers) and tap it to connect.
  • Note: Depending on your version of Android, you may need to acknowledge a warning to stay connected to the hub. It may take a few seconds for the warning to pop up.

- In Android 8.1, you can Dismiss the notification:

 

 

- In Android 8.0 and 9.0, you must tap the notification and then tap Yes.

 

 

- Note: If you’re using iPhone or iPad you don’t need to acknowledge any notifications

 

5. Once you’ve successfully connected to the hub, you should see this screen. Proceed with the in-app instructions to connect to the server.

 

 

6. If you still can’t connect to the hub try turning off location permissions (if using Android) and connect manually to the hub.

  • First, go to your Wi-Fi settings, long press TelstraHub_xxxxxx, and tap Forget network.
  • Go to your app preferences, and Disable permissions for location.
  • Go back to the Smart Home app. You should see a screen that looks like this:

 

 

  • Follow the instructions in the app to manually connect to the hub. Check step 2 for more details.

 

7. If still unable to connect to the hub then you can try temporarily turning off mobile data.

  • Android: From your device Settings, tap Network and Internet, then Mobile network, then toggle Mobile data off. Try activation again.
  • iOS: From device Settings, tap
  • You can turn mobile data back on again once you have tried activating again

 

The hub can’t connect to the Smart Home server:

If your hub can’t connect to the server, you’ll see this set of screens:

 

        

 

  1. Double check your Wi-Fi password. Smart Home cannot tell you if it’s incorrect and activation will fail at this step.

  2. Before you start activation, ensure your mobile device is connected to your home Wi-Fi before you start activation. If this is the issue, we recommend starting over (see below).

  3. If you’ve connected to the hub manually, and you’re using an Android device, ensure that you’ve acknowledged any notifications to stay connected to the hub. See Step 4 under ‘I can’t connect to the hub’ above for more details. If this is the issue, we recommend starting over (see below).

  4. Check your modem firewall settings. If they are set to High, temporarily lower your firewall settings and complete your hub activation. Then return your firewall settings to your desired level. Your smart home will function normally on the High firewall setting, once activation is complete.

  5. Turn off mobile data. Try activation again.  

  6. Reboot your Wi-Fi modem. Try activation again.

  7. Turn on/off Bluetooth. Try activation again.

  8. If you have a different device you can use (such as a different phone or a tablet), try using it instead to activate.

 

I can connect to the hub but when it scans for Wi-Fi, the hub doesn’t find my home Wi-Fi:

 

If the hub doesn’t list any Wi-Fi networks and (1) you are using Android and (2) connecting to the hub manually, ensure you’ve acknowledged any notifications asking to stay connected to the hub. See Step 4 of Section 1 for more details.

  • Ensure your hub is within 5 metres of your Wi-Fi modem.
  • If you have a hidden Wi-Fi network, you’ll need to enter it manually. Tap ‘Choose another network’ and enter the Wi-Fi name and password.

 

Want to start over? Here’s how:

  1. Force Close the app (Android: tap the square button and swipe up on Smart Home, iPhone/iPad: double tap the Home button and swipe up on Smart Home).

  2. Unplug the hub, wait a few seconds, and plug it back in.

  3. If using an Android device, turn off location permissions. Go to your device ‘Settings’, tap ‘Apps’, then tap ‘Smart Home’. Then tap ‘Permissions’ and disable ‘Location’.

  4. Make your mobile device forget the hub Wi-Fi.  Go to your device ‘Settings’, tap ‘Wi-Fi’. Find the network titled ‘TelstraHub_xxxxxx’, long press or tap the network, then tap ‘Forget’.

  5. Check your Wi-Fi settings, and ensure your mobile device reconnects to your home Wi-Fi before starting again.

 

If you’re still having trouble or would prefer to talk to someone, call 13 22 00 and say ‘smart home support’.

 

 

 

 

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