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Latch Hub won't connect to the Internet

If a Latch Hub will not connect to the Internet, is showing a solid white LED at set up, or has disconnected from the internet and will not reconnect, we recommend running through the following steps:

  1. First, check that the Hub is plugged into a working power outlet with the supported power adapter. You may have trouble attempting to set up the Latch Hub while it is running on the integrated backup battery.
  2. Second, check that the Hub has a reliable internet connection available for connecting with Latch.
    • For Ethernet connections: Ensure that the Hub has access to a known working ethernet connection. Test that the ethernet port and cable are working properly by plugging them into another device such as a laptop and see if the other device connects to the internet. Make sure that the green status led located inside the ethernet port on the back of the Latch Hub blinks occasionally, which indicates the ethernet cable is properly attached.
    • For Cellular connections: Hubs must have their cellular capability enabled by Latch before they can utilize it for internet connectivity. Make sure you contacted Latch to enable cellular before attempting to use it for connectivity. We recommend using Ethernet or WiFi as the main internet connectivity for the Hub. It’s important to keep in mind that if you intend for the Hub to use Cellular as the main connection type, you take into account signal strength. The Hub requires a minimum of 10 Mbps of download speed for expected functionality. The quality of the cellular network and the location of the Hub and any nearby interference will impact the ability of the Hub to establish a reliable internet connection using cellular. You can connect the Hub to Ethernet to test that it successfully connects to Latch and displays a solid white LED. If the Hub can connect using Ethernet, it’s possible that the cellular connection is not stable or has not been enabled.
    • For WiFi: Check that the WiFi network that the Hub should be connected to is broadcasting and can be connected to using another device. It is helpful to test that a device such as a smartphone or tablet can connect to the network from the location of the Hub. If the WiFi network is working correctly for other devices, reconnect the Hub to WiFi using the below steps.

Reconnect the Hub to WiFi:

  1. Open the Latch Manager App.
  2. Select the Property where the Hub is installed.
  3. Choose the Smart Devices tab, search for the Hub in the list, and tap on it.
  4. Tap 'Configure.'
  5. Tap on the desired Network Name under Available Networks.
  6. Enter the Network Password and tap 'Join.'
  7. Check that the Hub successfully reconnects and displays a solid white LED.
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