Service status

Procedure for restoring a device that is no longer visible in the app

If you can no longer see your device in the app, please follow the steps below in the order indicated. After each step, check to see whether the problem has been resolved. If so, stop there and please let us know through the app which step resolved the problem.

  1. Make sure the device is properly connected to the power supply or energized and that it is working in manual mode.

  2. Refresh the Devices screen in the app (the lamp icon at the bottom of the screen) by swiping your finger downward from the top of the page.

  3. Sign out of the Hilo app: Go to your Profile screen (the last icon on the right, at the bottom of the screen), scroll down and click on Log out. Then, sign in again using your email address and password, and refresh the Devices screen.

  4. Unplug the Ethernet cable (the one that looks like a phone cable) from the gateway for about 10 seconds and then plug it in again. When the two indicator lights to the right of the Ethernet cable turn green and stop blinking, refresh the Devices screen.

  5. To restart the gateway, click on the Refresh button located at the far right on the front of the gateway and hold it down for one second. When the two indicator lights to the right of the Ethernet cable turn green and stop blinking, refresh the Devices screen.

 

If none of these steps resolves the problem, pair your device with the gateway again.