Help & Support - The Hub; Connection Issues - SURE petcare SureFlap Microchip Cat Flap Connect Manual Del Usuario

Help & support - the Hub

Connection issues

1. Receiving multiple notifications via the app?
This is likely because the Hub or Microchip Cat Flap Connect keep losing their connection:
• Try relocating your Hub following the advice given on page 11. If that doesn't work, you will need
to move your Hub closer to the Cat Flap - 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 Cat Flap
location.
2. Red flashing ears?
Your Hub has lost connection with the Microchip Cat Flap Connect.
• 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 after setup, try power cycling your Hub.
Switch the power off at the socket, leave it for 30 seconds, and then turn it back on.
• You can also try moving your Hub closer to the Cat Flap. See point 1. of Connection issues.
3. Alternating flashing ears (red or green)?
Your Hub is having problems connecting to the Sure Petcare servers. This could be because of an unreliable
internet connection.
• Try power cycling your Hub by switching the power off 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 14. 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 off, 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 you keep having connectivity issues please visit: surepetcare.com/hub-connectivity.
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 14.
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 Cat Flap. To improve the speed of messages, try moving your Hub to a better location
following the advice given on page 11.
29