This guide will provide instructions on how to reconnect the Homelife Automation Hub to WiFi when the home Wi-Fi SSID or password is changed or disconnected.
2. Restore connectivity to the Hub
Step 1:
Have the customer locate the Homelife Hub
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Ask the customer to remove the hub from the power outlet
To unplug the hub, the customer may need a screwdriver to remove the bracket that is holding the hub in place.
Wait 10 seconds
Plug the hub back in ( Result: After a short time, the LED will turn white)
After the LED turns white, ask the customer to open the Homelife mobile app and check to see if connection has been restored
If the LED light is solid white, then it means the Hub is activated and connected to the network. All paired devices are functioning properly.
If the LED light remains red it means the Hub is not connected to Wi-Fi network, proceed to next step.
Step 2:
Ask the customer to open the Homelife mobile app, on the Overview screen, tap the Notification icon
Check if the Hub Offline message display?
If yes, then continue to the next step
If no, then allow a minimum of six minutes for the hub to report offline. Close the app and re-open again to refresh the notifications
Tap on the Hub Offline Notification to enter Hub Offline screen
The Hub Offline screen displays the instructions for the customer to Reconnect the hub to their Wi-Fi network and is plugged in and receiving power
If the hub is not receiving power and the LED light is off, troubleshoot further with the customer
Ask the customer to test the outlet with another appliance to confirm the outlet is working properly
Check if that outlet controlled by a wall switch? Confirm the switch is in the ON position
Check if there is a power outage?
If the hub is receiving power, tap Reconnect
The Home Wi-Fi Connection screen displays the instructions to confirm the Wi-Fi network is working
Ask the customer to check if the Wi-Fi is working by opening a browser on the mobile phone.
If the Wi-Fi is working, tap Yes
If the Wi-Fi is not working after following the instructions, tap No. Assist the customer in troubleshooting their Internet service.
Step 3:
Follow the instructions below to help the customer to connect the Hub to Wi-Fi network:
On the Network Update screen, it questions if there was a change to network name or password. Ask the customer to tap Reconnect.
On the hub illustration screen, instruct the customer through the steps below:-
Have the customer to locate the Hub and the WPS / Pair button on the side of the Hub
Double tap the WPS / Pair button on the side of the Hub
Inform the customer the LED light will pulse in red indicating the Hub is in pairing mode
If the light does not pulse red, double tap the WPS / Pair button again.
Once the LED light is pulsing red, return to the mobile app. Tap Continue to move to the next step
On the Connect to Hub Network screen, instructions are displayed to change their Wi-Fi network to the Cox network. Minimize the Homelife mobile app to continue with the next step
Do not to close or sign out of the Homelife app.
To continue, we need to know what Operating System the customer smartphone or tablet has:-
There are 2 main Operating Systems for smartphones currently available, Android and iOS.
On the customer's mobile device instruct them to select Settings > Wi-Fi
Android iOS
On the Wi-Fi screen, tap the Cox_XXXXXX network to connect to the Automation hub
The Cox_XXXXXX is the hub's SSID, it is listed as Cox_ and contains the last six characters of the hub's MAC address
Instruct the customer to return to the Homelife mobile app
On the Home Wi-Fi screen, tap the SSID for the home Wi-Fi network from the list of available networks
If the home Wi-Fi network does not display on the list of nearby networks, tap the My home network does not appear link and instruct the customer to manually enter in the network credentials
On the Home Wi-Fi Network screen, complete the following steps
Advise the customer to enter the home network password
Tap Continue to reconnect the server
When pairing the hub to a home's network, if an SSID has a space in front or back of it, the hub does not recognize the network. The space is not recognized during the activation process. The customer must change their SSID to something without the space in the front or back of the SSID name; they can use an SSID with spaces between the words
Confirm the security setting on the customer's router is set to WPA2 before attempting to reconnect
On the Connecting to Server screen, the progress bar indicates the hub is connecting to the network
The Overview screen displays after the connection completes. Verify all devices, except for cameras, are online and continue using the Homelife system. Cameras must be re-paired to the system after re-establishing the network connection to the hub.
Follow instructions on the guide below for the steps to re-pair the camera.
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