Service status

Troubleshooting prior to device re-pairing

To reset a device that has stopped responding to the instructions sent by the app, follow the steps below, in the order indicated. After each step, check to see if the issue has been resolved. Once it has, stop and write to us through the app to let us know which solution allowed you to resolve the issue.

  1. Sign out of the Hilo app by going to the Profile screen (last icon on the right at the bottom of the screen), by scrolling down and tapping on Log out . Sign in again using your email address and password and refresh the Devices screen by swiping your finger down from the top of the screen.

  2. Disconnect the Ethernet cable (the one that looks like a telephone cable) from the gateway for about 10 seconds and then reconnect it. When the two indicator lights to the right of the Ethernet cable become solid green and stop flashing, refresh the Devices screen.

  3. Press the Refresh button located at the far right of the front of the gateway for one second to restart the gateway. When the two indicator lights to the right of the Ethernet cable become solid green and stop flashing, refresh the Devices screen.

If the problem persists, contact customer service at 1 844 500‑HILO (4456). We’ll help you find a solution!