Help & Support - Hub - Sure Petcare Felaqua Connect Produkthandbuch

Help & support - Hub
Red flashing ears
Your Hub has lost connection with Felaqua Connect.
• If you see both ears flashing red during setup, please perform a factory reset by pressing
the button on the base of your Hub for 10 seconds.
• If you see both ears flashing red for prolonged periods after setup, try power cycling
your Hub. Switch the power off at the socket, leave it for 30 seconds, and then turn it back
on. If the ears remain solid green for a few minutes, the Hub has reconnected.
• You can also try relocating your Hub following the advice given on page 8. If that doesn't
work, you will need to move your Hub closer to your Felaqua Connect - read below.
• In order to move your Hub closer, try connecting it to your router using a longer
Ethernet cable.
• If the above doesn't work, we recommend purchasing an 'Ethernet over power adapter'.
This will plug into a normal power socket and allow you to connect your Hub to the internet
closer to your Felaqua Connect.
Alternating flashing ears (red or green)
Your Hub is having problems connecting to the Sure Petcare servers. This could be due to
an unreliable internet connection.
• Try power cycling your Hub by switching the power off at the socket, leaving it for 30
seconds, and then turning it back on. If the ears remain solid green for a few minutes,
the Hub has reconnected.
• If the above doesn't work, make sure your internet router is turned on and that your internet
connection is working correctly with other devices.
• If it isn't working with other devices, try switching your router off, leaving it for 30 seconds,
and then turning it back on.
• If your router is working with other devices, try re-connecting the Ethernet cable into the
router and the Hub. Make sure it is pushed in all the way, as it can appear connected when
it isn't.
If you keep having connectivity issues please contact our friendly customer support team
at surepetcare.com/support.
Solid red ears
Your Hub is undergoing a firmware update. Be patient and wait for the Hub ears to turn green.
This shouldn't take longer than two minutes. Once the firmware update is complete, the Hub
will need to reboot. At this point you will see the setup light sequence - see page 9.
Slow notifications
If you find some messages are slow to appear on your app, this is likely because your Hub is
having to work hard to connect to your Felaqua Connect. To improve the speed of messages,
try moving your Hub to a better location following the advice given on page 8.
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