5
1 – IntroductionIB Pulse
Wi-Fi Hub Troubleshooting
The following troubleshooting information is not inclusive and is meant as a guide only. Other issues and solutions may arise that
are not stated here. The following description of terms are provided for reference as used in the following troubleshooting chart.
Issue Probable Cause Remedy
No lights displaying on front of
Wi-Fi Hub
Device is not connected to a power source
• Check power source connection
• If there is no LED activity, unplug the device and
wait several minutes before restarting
No red light, amber light on
Red light on, amber light off
No green lights displayed
Not connecting to the Internet
• Check Hub connection and setup
• Check Ethernet WAN connections
• Unplug the Wi-Fi Hub and wait several minutes
before restarting
Wi-Fi connection drops or disconnects
intermittently
Wi-Fi signal strength insufcient
• Check Wi-Fi strength
• Ensure all antennas are securely attached
• Move Wi-Fi Hub to a more central location
• Move away from interference from metal objects
and walls
Cannot email battery test results IB Pulse is not connected to the Wi-Fi Hub
• Check Hub connection and setup
• Move closer to the Wi-Fi Hub
• Check Ethernet WAN connections
• Unplug the Wi-Fi Hub and wait several minutes
before restarting
• Delete the Wi-Fi Hub and then reconnect
Dealer/Shop information did not
download to IB Pulse
IB Pulse is not connected to the Wi-Fi Hub
• Check Hub connection and setup
• Check Ethernet connections
• Unplug the Wi-Fi Hub and wait several minutes
before restarting
• Delete the Wi-Fi Hub and then reconnect
Software update doesn’t complete or
shows unavailable
IB Pulse is not connected to the Wi-Fi Hub
• Check Hub connection and setup
• Ensure IB Pulse is charged at a minimum of 40%
• Place IB Pulse in charging dock during update
attempt
• Check Ethernet connections
• Unplug the Wi-Fi Hub and wait several minutes
before restarting
No Wi-Fi Hub listed in the Wi-Fi
section of the IB Pulse
Wi-Fi Hub was never paired during setup
• Connect Wi-Fi Hub
• Go to Setting, then Wi-Fi and select the plus
“+” button
• Select available Hub listed in section. Displayed
in a HUB-xxxxxxxx format.
Wi-Fi Hub Installation
1. Hand-tighten the four antennas. For best coverage, posi-
tion the antennas at a 45-degree angle from the base.
2. Plug the power supply into the Wi-Fi Hub and into a wall
outlet.
NOTE: Select a non-switched outlet that is not
powered off at night.
3. Insert the Ethernet cord cable into the WAN port on the
front of the Hub and into an open port on your router. If
a longer cable is required, ensure it is a CAT-5, CAT-5e, or
CAT-6 type.
4. The Wi-Fi Hub boots up and automatically connects to the
Internet.
NOTE: The start-up process may take up to ve
(5) minutes.
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