Help & Support - SURE petcare SURE FLAP Cat Flap CONNECT Guide D'utilisation

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Help & support -
Connection issues
1. Receiving multiple notifications via the app?
This is likely because the Hub or Microchip Cat Flap Connect keep losing their connection:
• Try relocating your Hub following the advice given on page 11. If that doesn't work, you will
need to move your Hub closer to the Cat Flap - read below.
• In order to move your Hub closer try connecting it to your router using a longer Ethernet cable.
• If the above doesn't work, we recommend purchasing an 'Ethernet over power adapter'. This
will plug into a normal power socket and allow you to connect your Hub to the internet closer
to your Cat Flap location.
2. Red flashing ears?
Your Hub has lost connection with the Microchip Cat Flap Connect.
• If you are seeing both ears flashing red during set up, please perform a factory reset by
pressing the button on the base of your Hub for 10 seconds.
• If you are seeing both ears flashing red for prolonged periods after setup, try power cycling
your Hub. Switch the power off at the socket, leave it for 30 seconds, and then turn it back on.
• You can also try moving your Hub closer to the Cat Flap. See point 1. of Connection issues.
3. Alternating flashing ears (red or green)?
Your Hub is having problems connecting to the Sure Petcare servers. This could be because of an
unreliable internet connection.
• Try power cycling your Hub by switching the power off at the socket, leaving it for 30 seconds,
and then turning it back on. At this point you will see the setup light sequence - see page 14. If
the ears remain solid green for a few minutes, the Hub has reconnected.
• If the above doesn't work, make sure your internet router is turned on and that your internet
connection is working correctly with other devices.
• If it isn't working with other devices, try switching your router off, leaving it for 30 seconds,
and then turning it back on.
• If your internet router is working with other devices, try re-connecting the Ethernet cable into
the router and the Hub. Make sure it is pushed in all the way, as it can easily appear connected
when it isn't.
If you keep having connectivity issues please visit: surepetcare.com/hub-connectivity
Solid red ears
Your Hub is undergoing a firmware update.
• Be patient and wait for the Hub ears to turn green. This shouldn't take longer than 2 minutes.
• Once the firmware update is complete the Hub will need to reboot. At this point you will see
the setup light sequence - see page 14.
Slow notifications
If you find some messages are slow to appear on your app, this is likely because your Hub is
having to work hard to connect to your Cat Flap. To improve the speed of messages, try moving
your Hub to a better location following the advice given on page 11.
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the Hub