Your Hub is at the heart of your appliance temperature monitoring system, collecting the temperature data from your Pods and keeping you compliant. Think of it as an advanced radio antenna - it receives a radio signal from the Pods, which is then translated into the appliance information you see in your platform.
It is therefore critical that it remains well situated in your kitchen, powered at all times and has a stable internet connection so it can send all the data it collects. The set up of the Hub is covered in our Hardware Setup Guide, but here we will address common finger trouble you may encounter during the setup stage or after - potential quick fixes, negating reaching out to our support team.
If you are unsure what is wrong with your Hub, please follow the guide from Step 1 below, otherwise check the common issues section for the relevant problem
Contents
3. Common issues:
1. Check the "vital signs"
Power Supply - Ensure you are using the correct one
You may have one of two correct power supplies pictured below. DO NOT use the tablet power supply marked with a cross below.
Output - 5V/2.0A
Output - 5.1V/3.0A
Internet - Is your network up and running?
Before assuming the Hub has problems, make sure the network you are connecting it to has internet and if you are a client with a complex IT managed network it is critical that your IT team has checked the pre-requisites section of our Hardware Setup Guide. You can confirm your desired network has internet with your phone or back office laptop or PC. Consult your IT team or internet service provider before Navitas if you suspect network problems.
Fresh air - Make sure the Hub has plenty!
Which is to say nothing obstructing or in contact with the Hub in any way (no other electrical or radio equipment too close, on top of or around it). The Hub should have its own dedicated and clear space in your kitchen, whether on a shelf, wall or ceiling mounted. Below is an optimal example.
Antenna - Securely screwed and pointing towards appliances
It should ideally be pointing into the kitchen space, in the general direction of the appliances - not hanging down towards the floor or in contact with any surfaces or walls. As pictured above is good.
2. LED lights (online vs offline)
You will find the Hub in one of 3 primary stable LED states as below.
Globe is BLUE (Online)
If the LED remains stable blue (or very fast flickering blue) for at least 5 minutes, this indicates your Hub is connected to the internet and all should be well.
If you still find an issue connecting Smart Pods, please see the Offline Pod guide or contact our support team.
Globe is RED (Offline)
When your Hub is in this state, the Hub is not connected to the internet. If you are going through the Hub set up stage you will see these lights until it is online, otherwise your internet connection has been lost due to poor signal or a change to your network.
- Follow the Hub section of the Hardware Setup Guide to try and reconnect and when you look for your WIFI network, check the signal strength is solid. If not, you may need to consider moving your Hub closer or better, acquiring a WIFI booster for your kitchen (assuming the Hub is already optimally situated in your kitchen).
- Is your router switched on?
- Has your WIFI name or password changed?
- Have your network firewall settings changed (particularly if you have an IT managed network)? Check with your IT or network provider to rule this out and consult the pre-requisites of our Hardware Setup Guide.
- If you connect your Hub via ethernet and see the red light, please try swapping the ethernet cable (CAT5) and check the ethernet socket on your router/switch/wall is in good shape and working (does a computer, laptop, phone or card reader work with this socket for example?) or try a different socket entirely. DO NOT CONNECT THE ETHERNET CABLE TO THE "WAN" SOCKET ON YOUR ROUTER.
- If in doubt about your network, contact your IT team or colleague responsible first.
- Failing this, contact our support team.
Only power LED showing (OFFLINE)
Seeing this with no other LEDs illuminated or flashing at all will indicate a power issue.
- Check the power supply being used is correct - see the Power Supply section at the top of this article.
- Ensure you are using a known working wall socket and try a different one if doubt.
- Contact our support team if all seems well.
No lights showing at all (OFFLINE)
This indicates a power issue.
- First check the power supply is connected and powered at the wall.
- Ensure you are using a known working wall socket and try a different one if doubt.
- Check the power supply being used is correct - see the Power Supply section at the top of this article.
- Contact our support team if all seems well with your power outlets tried.
3. Setup troubleshooting
The Navitas WIFI network cannot be seen/drops connection during set up
At all times during setup, you should be connected to the Navitas WIFI network which will show as below. Don't worry about "no internet", but you should see "secured" or connected.
You may find that your device keeps jumping back to your normal WIFI network. If this happens please temporarily forget your network until the setup is complete.
Pages not loading/timing out during wizard process (http://setup)
When you are following the setup wizard you may see a blank page or the below.
Check you are still connected to the Navitas network as below.
Make sure you have a strong signal to the Navitas network as above.
It is critical that you follow the precise instructions for the Hub type you have, as covered in the Hardware Setup Guide because the address will either be http://setup or https://setup depending on the Hub you have. You can also try http://10.130.1.1 or https://10.130.1.1
Unable to login at http://setup
Below is the screen you will see when first connecting to http://setup or https://setup to configure your Hub.
It is critical that you follow the precise instructions for the Hub type you have, as covered in the Hardware Setup Guide because the address will either be http://setup or https://setup depending on the Hub you have. You can also try http://10.130.1.1 or https://10.130.1.1
If when you click "Sign in" you just see this box again, it means there is a typo of the username or password. Again, please double check the appropriate Hub section of the Hardware Setup Guide to make sure you got the password right. The username will always be "admin".
If you are absolutely sure you have entered the password correctly, to reset the password you can hard reset the Hub by holding the "Toggle" button on the back of the Hub while powered for 30 seconds with a paperclip or similar. Then power the Hub off and back on and you will need to reconnect back to the Navitas network - it may take a minute for the Navitas network to re-appear in your network list while the Hub reboots. Please note: This process will reset both the WIFI settings and login password.
If you are connecting via ethernet you do not need to use the setup wizard to configure the Hub - ethernet is plug and play. Just ensure you have checked the pre-requisites section of the Hardware Setup Guide.
I have changed the admin password at http://setup but forgotten it
If you have set a custom password and forgotten it, to reset the password you can hard reset the Hub by holding the "Toggle" button on the back of the Hub while powered for 30 seconds with a paperclip or similar. Then power the Hub off and back on and you will need to reconnect back to the Navitas network - it may take a minute for the Navitas network to re-appear in your network list while the Hub reboots. Please note: This process will reset both the WIFI settings and login password.
If you are connecting via ethernet you do not need to use the setup wizard to configure the Hub - ethernet is plug and play. Just ensure you have checked the pre-requisites section of the Hardware Setup Guide.
The Hub won't connect to my network
Check the pre-requisites section of the Hardware Setup Guide. It is critical that the network complies with all of these points.
See above points under the LED Lights section for Globe is RED.
I cannot see my WIFI network
Please ensure your desired network is in range of the Hub. If you only have one router which which covers a large area or is in a back office away from the kitchen you may need to acquire WIFI boosters.
Otherwise, please check the pre-requisites section of the Hardware Setup Guide. The Hub will only connect to 2.4ghz WIFI critically, so this and the rest of the pre-requisites points need to be checked with your IT or internet service provider.
Cannot connect pods
Please see Smart Pod Offline - Basic troubleshooting guide.