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What Do the Lights Mean on My neoHub, neoHub-Gen2 or neoHub-gen3?

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This article explains:

  • What the Power, Link and Status lights mean on a neoHub.
  • What the different light colours mean.
  • What a flashing or missing light means.
  • What to do if the neoHub is showing offline.
  • How to troubleshoot the network connection.
  • neoHub Gen 1, neoHub Gen 2 and neoHub Gen 3.

What this article does not cover

This article does not cover:

  • Pairing a neoHub to the app.
  • Pairing a thermostat to a neoHub.
  • A thermostat disappearing from the app.
  • Factory resetting a neoHub.
  • Changing the Zigbee channel.

Important: Do not hold down the Connect button on the neoHub while following this article. Holding the Connect button can reset the neoHub.

Key: Which neoHub Do I Have?

Use this key to identify the neoHub before continuing.

neoHub Gen 1

The neoHub Gen 1 is the white box.

Normal lights:

  • Power: Red
  • Link: Green
  • Status: Green if thermostats are paired

neoHub Gen 2

Normal lights:

  • Power: Green
  • Link: Green or orange
  • Status: Green if thermostats are paired

neoHub Gen 3

Normal lights:

  • Power: Green
  • Link: Green
  • Status: Green if thermostats are paired

Once you have identified the neoHub, go directly to the section for that generation below.

neoHub Gen 1

Power Light

Red Power Light

A red Power light is normal on the neoHub Gen 1.

It means the neoHub Gen 1 is powered on.

Link Light

Green Link Light

A green Link light means the neoHub Gen 1 has established a network connection with the router.

However, a green Link light does not necessarily mean the neoHub Gen 1 is connected to the Heatmiser servers.

If the Link light is green but the location is showing offline in the Heatmiser app, follow the troubleshooting steps below.

Status Light

Solid Green Status Light

A solid green Status light means thermostats are paired to the neoHub Gen 1.

Flashing Green Status Light

A flashing green Status light means the neoHub Gen 1 is searching for a thermostat to pair.

No Status Light

No Status light means there are no thermostats paired to the neoHub Gen 1.

neoHub Gen 1 Is Showing Offline

If the neoHub Gen 1 location is showing offline in the app, work through all of the following steps in order.

Step 1: Check the Connections

  1. Unplug both leads from the back of the neoHub Gen 1.
  2. Plug both leads back in.
  3. Follow the thicker Ethernet cable from the neoHub Gen 1 to the device it is connected to.
  4. Unplug the Ethernet cable at that end.
  5. Plug the Ethernet cable back in.
  6. Check whether the location comes back online.

Step 2: Connect Directly to the Router

If the neoHub Gen 1 is connected through a network switch:

  1. Disconnect the Ethernet cable from the network switch.
  2. Connect the neoHub Gen 1 directly to a LAN port on the router.
  3. Do not connect the neoHub Gen 1 to the router's WAN port.
  4. Check whether the location comes back online.
  5. If it does not, try another LAN port on the router.

Step 3: Check the Power Adaptor

Try another compatible power adaptor.

The power adaptor is the plug connected to the mains. The USB cable can be disconnected from the adaptor.

After changing the power adaptor, check whether the neoHub Gen 1 comes back online.

Step 4: Test the Ethernet Connection

  1. Remove the Ethernet cable from the back of the neoHub Gen 1.
  2. Connect the same Ethernet cable to another device with an Ethernet connection, such as a laptop.
  3. Check whether the other device can access the internet.

If the other device cannot access the internet, the problem is with the network connection rather than the neoHub Gen 1.

If the Ethernet connection works correctly with the other device, continue to Step 5.

Step 5: Contact the Broadband Provider

Contact the broadband provider and ask them to check the router settings.

This is particularly important if the router has recently been changed and the neoHub Gen 1 worked correctly with the previous router.

Ask the broadband provider to confirm:

  • Port 8000 is open.
  • Port 2424 is open.
  • Port 443 is open.
  • Port 123 is open.
  • The neoHub Gen 1 is using IPv4.
  • DNS is set to a UK-accessible provider, such as 8.8.8.8.

What Happens Next?

If the neoHub Gen 1 location comes back online, no further action is required.

If the neoHub Gen 1 remains offline after completing all of these steps, the guidance in this article has no further troubleshooting steps.

Please speak to an adviser who can assist further.

neoHub Gen 2

Power Light

Green Power Light

A green Power light means the neoHub Gen 2 is powered on.

Link Light

No Link Light

If there is no Link light, the neoHub Gen 2 does not have a network connection to the router.

Follow the troubleshooting steps below.

Red Link Light

A red Link light means the neoHub Gen 2 is connected to the router but is not connected to the Heatmiser servers.

Follow the troubleshooting steps below.

Green Link Light

A green Link light means the connection is OK.

If the system is working normally, no network troubleshooting is required.

Orange Link Light

An orange Link light is also OK on the neoHub Gen 2.

If the system is working normally, no network troubleshooting is required.

Status Light

Solid Green Status Light

A solid green Status light means thermostats are paired to the neoHub Gen 2.

Flashing Green Status Light

A flashing green Status light means the neoHub Gen 2 is searching for a thermostat to pair.

No Status Light

No Status light means there are no thermostats paired to the neoHub Gen 2.

neoHub Gen 2 Has No Link Light, a Red Link Light or Is Showing Offline

Work through all of the following steps in order.

Step 1: Check the Connections

  1. Unplug both leads from the back of the neoHub Gen 2.
  2. Plug both leads back in.
  3. Follow the thicker Ethernet cable from the neoHub Gen 2 to the device it is connected to.
  4. Unplug the Ethernet cable at that end.
  5. Plug the Ethernet cable back in.
  6. Check the Link light again.

Step 2: Connect Directly to the Router

If the neoHub Gen 2 is connected through a network switch:

  1. Disconnect the Ethernet cable from the network switch.
  2. Connect the neoHub Gen 2 directly to a LAN port on the router.
  3. Do not connect the neoHub Gen 2 to the router's WAN port.
  4. Check the Link light again.
  5. If there is no change, try another LAN port on the router.

Step 3: Check the Power Adaptor

Try another compatible power adaptor.

The power adaptor is the plug connected to the mains. The USB cable can be disconnected from the adaptor.

Reconnect the neoHub Gen 2 and check the Link light again.

Step 4: Test the Ethernet Connection

  1. Remove the Ethernet cable from the back of the neoHub Gen 2.
  2. Connect the same Ethernet cable to another device with an Ethernet connection, such as a laptop.
  3. Check whether the other device can access the internet.

If the other device cannot access the internet, the problem is with the network connection rather than the neoHub Gen 2.

If the Ethernet connection works correctly with the other device, continue to Step 5.

Step 5: Contact the Broadband Provider

Contact the broadband provider and ask them to check the router settings.

This is particularly important if the router has recently been changed and the neoHub Gen 2 worked correctly with the previous router.

Ask the broadband provider to confirm:

  • Port 8000 is open.
  • Port 2424 is open.
  • Port 443 is open.
  • Port 123 is open.
  • The neoHub Gen 2 is using IPv4.
  • DNS is set to a UK-accessible provider, such as 8.8.8.8.

What Happens Next?

If the Link light turns green or orange and the location comes back online, no further action is required.

If the neoHub Gen 2 still has no Link light, has a red Link light or remains offline after completing all of these steps, the guidance in this article has no further troubleshooting steps.

Please speak to an adviser who can assist further.

neoHub Gen 3

Power Light

Green Power Light

A green Power light means the neoHub Gen 3 is powered on.

Link Light

No Link Light

If there is no Link light, the neoHub Gen 3 does not have a network connection to the router.

Follow the troubleshooting steps below.

Red Link Light

A red Link light means the neoHub Gen 3 is connected to the router but is not connected to the Heatmiser servers.

Follow the troubleshooting steps below.

Green Link Light

A green Link light means the connection is OK.

If the system is working normally, no network troubleshooting is required.

Status Light

Solid Green Status Light

A solid green Status light means thermostats are paired to the neoHub Gen 3.

Flashing Green Status Light

A flashing green Status light means the neoHub Gen 3 is searching for a thermostat to pair.

No Status Light

No Status light means there are no thermostats paired to the neoHub Gen 3.

neoHub Gen 3 Has No Link Light, a Red Link Light or Is Showing Offline

Work through all of the following steps in order.

Step 1: Check the Connections

  1. Unplug both leads from the back of the neoHub Gen 3.
  2. Plug both leads back in.
  3. Follow the thicker Ethernet cable from the neoHub Gen 3 to the device it is connected to.
  4. Unplug the Ethernet cable at that end.
  5. Plug the Ethernet cable back in.
  6. Check the Link light again.

Step 2: Connect Directly to the Router

If the neoHub Gen 3 is connected through a network switch:

  1. Disconnect the Ethernet cable from the network switch.
  2. Connect the neoHub Gen 3 directly to a LAN port on the router.
  3. Do not connect the neoHub Gen 3 to the router's WAN port.
  4. Check the Link light again.
  5. If there is no change, try another LAN port on the router.

Step 3: Check the Power Adaptor

Try another compatible power adaptor.

The power adaptor is the plug connected to the mains. The USB cable can be disconnected from the adaptor.

Reconnect the neoHub Gen 3 and check the Link light again.

Step 4: Test the Ethernet Connection

  1. Remove the Ethernet cable from the back of the neoHub Gen 3.
  2. Connect the same Ethernet cable to another device with an Ethernet connection, such as a laptop.
  3. Check whether the other device can access the internet.

If the other device cannot access the internet, the problem is with the network connection rather than the neoHub Gen 3.

If the Ethernet connection works correctly with the other device, continue to Step 5.

Step 5: Contact the Broadband Provider

Contact the broadband provider and ask them to check the router settings.

This is particularly important if the router has recently been changed and the neoHub Gen 3 worked correctly with the previous router.

Ask the broadband provider to confirm:

  • Port 8000 is open.
  • Port 2424 is open.
  • Port 443 is open.
  • Port 123 is open.
  • The neoHub Gen 3 is using IPv4.
  • DNS is set to a UK-accessible provider, such as 8.8.8.8.

What Happens Next?

If the Link light turns green and the location comes back online, no further action is required.

If the neoHub Gen 3 still has no Link light, has a red Link light or remains offline after completing all of these steps, the guidance in this article has no further troubleshooting steps.

Please speak to an adviser who can assist further.