Troubleshooting Decision Tree: Hubs

Hub issues can create a larger impact to support, since most devices are connected to the dashboard through the hub. 

Based on the issue category, follow the decision tree provided and use the following universal troubleshooting best practices:

For every issue:

• Identify the exact symptom(s)
• Confirm affected location(s), individual(s), and device(s)
• Determine whether the issue is active or intermittent
• Retest after completing each check
• Escalate with documented findings only
  
  

Hub Decision Tree Quick Links:

1. Hub Offline
2. Hub Online but device issues present
   
   

Hub Offline Decision Tree

First checks

• Confirm the primary internet is active (Are personal devices working in the home?)
• If power outage or internet is out at the site, go to [link to network triage decision tree]

Onsite checks

Note: these checks can be completed by DSPs, individuals, family, or paid backup staff and should not require Technician visit

• Confirm hub and router placement are ventilated with safe power cords
• Validate power and ethernet cable is securely connected to the hub
• Power cycle the hub by unplugging cable, then plugging back in

Agency Technician Visit

• Check Wi-Fi and LTE signal strength
• If connection isn’t restored after power cycle, use a hex key to open the hub enclosure and check:
  • UMR lights should be X (include photo)
  • SIM should display data up and down (include photo)

Escalate when

• Full remote system at location is offline and not resolved by power cycling the hub
• Multiple devices remain disconnected
• UMR lights indicate network, SIM, or recovery failure

SLS Tier 2

• Confirm whether LTE failover is active
• Review packet loss, latency, or degraded performance if available
• UMR Reset with Onsite Technician
  • Schedule time with an Agency Technician onsite
  • Consult with software team to authorize UMR reset
  • Complete UMR reset or recovery steps
  • Record the UMR light pattern exactly
    
    

Hub online but devices issues are present

First checks

• Confirm whether the issue affects one device, multiple devices, or the full location
• If multiple devices are affected, assume hub, WAN, or local network until disproven
• If power outage or internet is out at the site, follow agency escalation procedure and continue checks once power or internet is restored

Next checks

• Restart Services via Dashboard’s Hub tab. Click here for instructions
• If restart does not resolve, Reboot Device using same instructions above
• Confirm the primary internet is active (Are personal devices working in the home?)

Onsite checks

Note: these checks can be completed by DSPs, individuals, family, or paid backup staff and should not require Technician visit

• Confirm hub and router placement are ventilated with safe power cords
• Validate power and ethernet cable is securely connected to the hub
• Power cycle the hub by unplugging cable, then plugging back in

Agency Technician Visit

• Check Wi-Fi and LTE signal strength
• If connection isn’t restored after power cycle, use a hex key to open the hub enclosure and check:
  • UMR lights should be X (include photo)
  • SIM should display data up and down (include photo)
    
    

SLS Tier 2

• Confirm whether LTE failover is active
• Review packet loss, latency, or degraded performance if available

Escalate when

• Full remote system at location is offline and not resolved by power cycling the hub
• Multiple devices remain disconnected
• UMR lights indicate network, SIM, or recovery failure