I've just bought a Hubitat Elevation C7 but am unable to set it up, as it never appears on http://find.hubitat.com. The green light on the hub is illuminated.
I’ve spent quite a while trying different things on my wireless mesh network, but on a very basic level if I make a separate wired network that is just a router, my laptop and the hub, the hub never appears as a device on the router.
As a last ditch attempt, I plugged my laptop directly into the Hubitat, i.e. not including a router and with the wireless on my laptop disabled so that I wouldn’t be connected to anything else at the same time.
Here are the IP addresses that came up, is that at all helpful?
I don’t really have any other ideas at this stage. Can anyone assist? Otherwise I will have to send it back.
To vent, I did actually send this to the Hubitat support email a week ago, but despite 3 emails I have never heard anything back. I hope someone from Hubitat reads this, because that is appalling customer service. Maybe someone from the community can help instead
Hi there, the only email we have from you is ticket 21091 from March 2021. Do you happen to have a ticket number for your last emails? If you didn't get an automated response back, with a ticket number that was assigned to your case, it means that we did not receive your emails.
Please send me a PM with your hub's MAC address (there is a sticker on the hub) so we can further investigate on our side.
@OldRectory I’d also add that sometimes spam filters catch email responses from support ticketing systems. If you haven’t already, you could also check your spam box.
Where’d you purchase it? All their retail channels have a return policy, but even if you’re still within the window, I highly recommend working with support to resolve your issue, since it’s unlikely to be a faulty hub, and worth troubleshooting first.
Was this purchased used from a third-party reseller? It is possible that the original owner set it up for a static IP on their network, and therefore it is not requesting an IP address from the DHCPd on your network.
You can fix this using the little red reset button on the underside of the C-7 as directed here:
In this scenario does your router also function as a DHCP server? If not HE may not get assigned an IP address and won't be addressable.
If you plug HE into your regular network does it show up in the DHCP table of whatever device you use for DHCP? The LED will turn from blue to green even if HE does not have a network connection (I just verified by shutting down a hub, unplugging the network cable, and restarting.) If you can't find it in the DHCP table might be worth trying the reset trick @aaiyar mentions. And though this seems simple... have you tried a different ethernet cable and switch port just in case? Also any advanced network configurations going on, like VLANs?
If you do find it in your DHCP table try changing the assignment to reserved. That way once the HE does get a network connection it'll grab the same IP every time.
