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Hub: Airthings Hub device troubleshooting
Hub: Airthings Hub device troubleshooting

How to troubleshoot your Hub device if you are experiencing any issues.

Updated over a week ago

If your Airthings hub stops working as intended, here is what you can do to try to fix the issue.

Devices compatible with Hub

  • Wave Radon 2nd gen, Wave Mini, Wave Plus

IMPORTANT

  • View monitors can work as a hub themselves for our Bluetooth devices, so they cannot be linked with a hub.

  • Wave Radon 1st generation (2900XXXX) does not have a SmartLink processor, therefore cannot be linked as well.

Issue: I can't find my hub when trying to add it to my account

Solution:

  1. Bluetooth must be enabled on your smartphone. For Android, GPS location must be enabled for Bluetooth low energy to function properly.

  2. You are not close enough to the Hub or there is wireless interference. Keep your phone less than 1m / 3 ft away from the Hub and search for Hub again.

  3. The Hub is already registered to another account. Therefore, it does not advertise its existence. Disconnect power and Ethernet cables from Hub, then connect only power cable and search for Hub again. When Hub is added, connect the Ethernet cable again.

  4. Exit the “Add device” screen and re-enter to make a fresh try.

Issue: I don’t see my Wave monitor when linking it to a Hub

Solution:

  1. Bluetooth must be enabled on your smartphone. For Android, GPS location must be enabled for Bluetooth low energy to function properly.

  2. You are not close enough to the Wave device or there is wireless interference. Keep your phone less than 1m / 3ft away from the Wave device and search for the device again.

  3. If the device was already connected to a Hub, Bluetooth will not turn back on again.

  4. Exit the “Link device” screen and re-enter to make a fresh try.

Issue: I don’t want my Wave monitor to be connected to a Hub anymore

Solution:

If you would like to change your Wave monitor from SmartLink to Bluetooth, go to the Settings > Devices > Select your device > Select Connectivity > Switch to Bluetooth. After, follow the instructions in the app.

Issue: I don’t see data coming from the Wave devices through the Hub

Solution:

  1. Make sure the linking process is completed successfully in the app.

  2. Verify that power and cloud light indicators on the Hub are green for power and internet connectivity. If the Smartlink indicator is green, it means 1 or more Wave devices are already connected and you should wait.

  3. The Wave device might be out of range. Move the device close to the Hub for an hour and check if the App device overview indicates a Hub connection under Settings > Devices > Your Monitor Name > Connectivity then move the Wave back to its place and verify signal strength in the app. If the connection stops again, you might need to move the Hub to a different place.

Issue: I set my Hub to the wrong region. What should I do?

Solution:

Please contact customer support to have it manually reset. After a region reset, the Wave devices must be unlinked and the Hub unpaired from your account before starting the setup over again.

If the issue is not listed here, please contact Customer Success for assistance at support@airthings.com or using the widget on the right side of this screen →

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