User Manual

10
EN
9
Your Hub indicates it’s current state using the lights in its ears, dierent coloured light
sequences mean dierent things. For example:
Setup lights:
Every time the Hub powers up or is trying to connect to other elements of the system, you’ll
see the setup lights. The ears will alternate red for a while, then green, once you see a flash of
orange and the ears go solid green the Hub is connected.
Green ears:
Green ears mean the Hub is working correctly. See below for the details of what each light
sequence means.
Both ears are solid green = Your Hub is turned on, connected and working correctly.
Both ears flash twice = A pet has gone through the Pet Door.
Alternating green ears = Your Hub is re-connecting to our servers.
Red ears:
Red ears mean the Hub is having some connectivity issues. For more information on
diagnosing these issues, see page 10.
Both ears are solid red = Your Hub is doing a Firmware update. Be
patient, your Hub will reboot and continue as normal shortly.
Both ears flashing red = Your Hub has lost connection with your Pet
Door and is trying to reconnect.
Alternating red ears = Your Hub is having diiculty connecting to
the internet and/or our servers.
Connection issues
1. Receiving multiple notifications via the app.
If you are experiencing problems where your Hub or Pet Door keep dropping connection,
please try the following:
• Try relocating your Hub. Follow the advice given on page 7 but if that doesn’t work, you will
need to move your Hub closer to the Pet Door - read below.
• In order to move your Hub closer you could firstly try connecting it to your router using a
longer Ethernet cable. This way you will have more distance to play with.
• 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 Pet Door location.
• For more detailed advice and instructions please visit: surepetcare.com/hub-connectivity
Lights
Still in need of assistance?
For more detailed guidance, videos and customer help forums visit: surepetcare.com/support
Alternatively contact our friendly Customer Care team: see back cover for details.
2. Red flashing ears
If both the ears on your Hub are flashing red it means it has lost connection with a Pet Door.
• If you are seeing both ears flashing red during set up, 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.
• Also try moving your Hub closer to the Pet Door. See point 1. of Connection issues for details.
If your connection problems persist, please contact the Sure Petcare Customer Care team
(see back cover for details).
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 Pet Door. To improve the speed of messages, try moving your Hub
to a better location. Go to surepetcare.com/hub-connectivity for more info.
Alternating flashing ears
If the ears on your Hub keep continuously alternating red or green, it means it is having problems
connecting to the Sure Petcare servers. This could be because it doesn’t have a reliable 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. At this point you will see the setup light sequence (see page 9). 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 internet 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 easily appear connected
when it isn’t.
If the problem persists, contact the Sure Petcare Customer Care team (see back cover for details).
Solid red ears
If the ears on your Hub are solid red it means 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).
• If the red lights persist, or the Hub keeps rebooting, please contact the Sure Petcare Customer
Care team (see back cover for details).
If you’re having issues with your Pet Door please see Help & support - Pet Door on page 28.
If you’re having issues with your Sure Petcare app please visit: surepetcare.com/apphelp
Help & support - the Hub
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