FAQ > Troubleshooting

Why is my hub disconnected?

A disconnected hub means that the device does not currently have a connection to the internet. In almost all cases, this will be due to one of the following, easy to fix issues:

• The GridDuck Hub has been disconnected from the power source

• If using a WiFi connection, the local WiFi network has gone down, or the hub is too far away from the WiFi router to achieve a stable connection. Reset the router, or move the hub as close to the router as possible whilst still maintaining a close proximity to the GridDuck assets

• If using a cellular network via SIM card, it is likely that the hub cannot receive a cell signal due to being enclosed within a shielded environment, for example a basement. If possible, move the hub to a location where mobile phone signal is strong to connect the hub to the internet

• If you have checked all of these, and the problem persists, send us a message at support@gridduck.com. We’ll be more than happy to help get your hub back online.

Why is my device disconnected?

A disconnected device means that the device does not currently have a connection to the internet. In almost all cases, this will be due to one of the following, easy to fix issues:

• The device has been disconnected from the power source

• The GridDuck Hub has been disconnected from the power source

• The device is too far away from the GridDuck Hub, and cannot receive a signal

• If you have checked all of these, and the problem persists, send us a message at support@gridduck.com. We’ll be more than happy to help get your devices back online.