The hub is offline
“Offline” means the app has not heard from the hub recently. The hub may still be working perfectly at home: it keeps showing your doors on its own screen and remembers their state. What has stopped is the link from the hub to the internet. Your lock and keys are unaffected.
1. Is it powered?
Look at the hub. If the screen is dark, check the USB cable and socket. Try another USB power source if you have one. The hub needs 5 V at 1 A; some old phone chargers and TV USB ports cannot supply enough.
2. Has the internet or Wi-Fi gone down?
Check your phone connects to the home Wi-Fi and reaches a website. If the router is down, the hub comes back on its own when the router does. Events that happen while the hub is offline are queued and sent when the connection returns. The queue holds a few dozen events and survives a power cut; only if the hub is offline for a very long time are the oldest events dropped.
3. Did you change the router, the Wi-Fi name or the password?
The hub keeps trying the old network. Put it into setup mode and send the new details from the app. See Hub setup and Wi-Fi, “Changing router or Wi-Fi password”.
4. Is the Wi-Fi signal too weak where the hub sits?
This is the most common cause of a hub that is “sometimes offline”. A hub near the front door can be a long way from a router in the back room. A weak Wi-Fi link also makes the hub miss the monitors, because it spends its time retrying the network. Test by moving the hub nearer the router for an hour; if it stays online, the fix is placement or a Wi-Fi extender near the door. See Range and placement.
5. Restart it
Unplug the hub, wait ten seconds, plug it back in. It rejoins Wi-Fi and the app catches up within a minute or two. Your doors and settings are kept; a power cycle is not a reset.
Locksure Matter Hub: the case a restart will not fix
The Matter Hub reads your sensors through your Apple Home or Google Home. If the hub has been removed from Apple Home without the hub knowing (for example by deleting it in the Home app, or after a reset of the Apple TV or HomePod), it will show “Reconnecting to lock” indefinitely and no restart helps. The fix is in the Locksure app: open the hub’s settings, factory reset it, then add it again. Reassign the doors afterwards. See the Matter Hub guide.
Still offline?
Email [email protected] with the hub’s location relative to the router, your router make, and what the hub screen shows. If a hub has failed under warranty we replace it.
Do I lose history while the hub is offline?
Not normally. The hub keeps showing state locally and queues events to send when the connection returns. The queue is kept through a power cut. Only a very long outage fills it, and then the oldest events are dropped.
Does the Original hub still show the door when offline?
Yes. The screen works without the internet. Only the app and Alexa go stale.
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