Learn how to troubleshoot your security hub and internet connection, restart your security hub, and identify other possible issues.
Security hub offline
Your security hub is equipped with AT&T Cellular Backup, which means the hub will switch over to cellular backup if your power or internet connection goes down. If you get a message in the AT&T Connected Life app or a notification that your hub is offline, it probably means that both your security hub and cellular backup are down. Try these tips to get your system back online.
First, make sure your hub is connected to power
Check to be sure your AC power adapter is connected to the security hub and plugged into a power outlet.
Next, troubleshoot your internet
If you connected your hub to the internet using Wi-Fi when you set it up (vs hard-wired with an Ethernet cable), follow these steps to determine if the problem is with your internet.
Try connecting your security hub to your Wi-Fi gateway, All-Fi Hub, or router with an Ethernet cable.
Restart your security hub
Push the battery switch on the back of the security hub to the OFF position.
Unplug the security hub for 30 seconds, then plug it back in.
Push the battery switch on the back of the device back to the ON position. Your security hub should be back online in about three minutes.
If these steps don’t work, or you’re having issues with your cellular backup, contact the Abode support team for Connected Life.
Security hub status lights
If the security hub LED status light is orange, there's an issue with the hub or a device paired with it. Refer to your activity timeline in the Connected Life app.
Your internet connection could be down.
The security hub may have a low battery, or the battery switch may be in the off position.
A connected device may have a low battery.
One of the devices may have lost its wireless connection with the security hub.
Want to know more? Review the LED status light guide
Open fault warning
When arming your system, you may see a warning stating there's a fault-along with a list of open faults (example: Side door is open). This is to let you know that your system has a vulnerability before arming, like a door or window is open.
Activation code issue
When you unboxed your Connected Life kit, an activation guide was included with the activation code for your security hub. If you misplaced your code, the Abode support team can help you retrieve it. Contact the Abode support team for Connected Life with the request and the MAC address for your security hub. You can find the 12-digit MAC address on the bottom of the hub. It starts with "B0:C5:CA..."