Forum Discussion

buchosmambo's avatar
buchosmambo
On our wavelength
8 months ago

Unable to log into HUB5 - constant issues!

Hi All.

for a while now I am still unable to log into Hub5 using different browsers or mobile phones. I had this issue previously but it somehow fixed itself. 

Hub was rebooted by VM Call center operator about 3 weeks ago and since then I can not access it using 192.168.0.1 - all I am getting its a blank page. The same happens while using different browsers or devices. See photo below. I can leave it for 10 minutes and nothing happens. I know for 100% that there is something wrong with this router but obviously VM people tell me otherwise. 

Has anyone experienced the same problem? How can this be fixed? I want to access Hub to check what's going on with the Channels as I am again getting some connections issues.

 

Thanks

 

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    8 months ago

    Try a 60 second factory pinhole reset as below;
    Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

    NOTE - I STRONGLY recommend using a wired connection directly to the Hub when accessing the admin console.

    • buchosmambo's avatar
      buchosmambo
      On our wavelength
      8 months ago

      Thanks Adduxi but I am using wired connection to the laptop and it gives me the same result as whine on WIFI which is blank page with that "sunshine" alike icon. This happened to me last year and pinhole reset did not help...and reconnecting the pods was absolute nightmare.... not to mention that VM Connect app takes days to reload after that reset. I will give it a go now...

       

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        8 months ago

        Do NOT use the Connect app at this point.  There are several threads here that would suggest the app is the cause of problems.  I would uninstall the app and work on the admin console for the time being. Once you have sorted out your issues, it's up to you about using the app.

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Usually it is the VM Hub 4 admin menu that accepts the password then displays a blank screen.

  • Client62's avatar
    Client62
    Alessandro Volta
    8 months ago

    Does the Reset button become active after power cycling the Hub ?

    • buchosmambo's avatar
      buchosmambo
      On our wavelength
      8 months ago

      Button works but no action off the back of pressing it. I called VM and the Lady on the phone was able to reboot it and did some checks and apparently I need a replacement which will land in 2 to 5 days.... I dont know.... went to easy... I believe it when I see it...

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        8 months ago

        Hi there buchosmambo 

        Thank you so much for your post and welcome back to the forums, it's great to have you here. 

        I am so sorry that you have faced this issue with your Hub and thank you so much again for updating. Are you able to let us know how things are looking after the new Hub has arrived? 

  • fizz's avatar
    fizz
    Fibre optic
    8 months ago

    Have you tried a pinhole.reset. press the reset on the bottom with a pen or similar for 60 seconds  minimum. This may facorty reset it but I have ongoing.issues  that pinhole resets don't actually reset..it properly and have to do it multiple.times

  • buchosmambo's avatar
    buchosmambo
    On our wavelength
    8 months ago

    OK so new hub arrived on Saturday. It took a while for the connection to "settle" but everything now works perfectly. I can finally log in to the hub, running network diagnostics within the Hub gives 100% score in green (previous hub always gave me error on ethernet and wifi during the diagnostics test)