Product Manual

Help & support - the Hub

Red flashing ears

Your Hub has lost connection with the Felaqua Connect Connect.

• If you are seeing 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 are seeing both ears flashing red for prolonged periods aer setup, try power

cycling your Hub. Switch the power o 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 the 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 o 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 o, 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 2 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.