This post contains troubleshooting tips to help you fix connectivity issues with your Vivint Smart Hub. Sounds like you? Then keep reading.
Why is My Vivint Smart Hub Not Responding?
Your Vivint Smart Hub may stop responding because to the following reasons:
- The Hub is set to the wrong mode.
- Your router is turned off.
- Your Vivint Smart Hub’s firmware version is outdated.
- Your Wi-Fi connection is faulty.
For details on how to go about this, continue to the next paragraphs.
Vivint Smart Hub Not Responding: Try the Following Troubleshooting Tips
1. Set Your Vivint Smart Hub to the Correct Mode
Your Vivint Smart Hub may not respond if you set it to the wrong mode. The Hub supports 3 modes: Wired (for Ethernet), Wireless (for wireless routers), and AirBridge (for Mesh Wi-Fi).
The type of mode you select when setting up your Hub needs to correspond to the network connection you use in your home.
For instance, if you only have a wireless router in your home, you need to set your Vivint Smart Hub to Wireless. Vivint Smart Hub users who connect the device to a router and Ethernet need to set the Smart Hub’s mode to Wired. In addition, if you use a router and AirBridge (Vivint Mesh Wi-Fi), you need to set the Smart Hub’s mode to AirBridge.
If your Vivint Smart Hub is set to the wrong mode, you’ll need to change it to the correct mode.
Take the following steps to change the mode of your Vivint Smart Hub:
- Tap the 3-dot icon at the bottom of the home screen to open the Menu tab. Next tap General.
- Enter your pin again to gain access to more information.
- Now, tap Connectivity and select Wi-Fi.
- You’ll see the 3 modes supported by the Vivint Smart Hub: Wired, Wireless, and AirBridge.
- Tap the mode that corresponds with the connectivity type in your home.
Now you’ve selected the right mode, and this should help fix the problem. If this doesn’t help, continue to the next step.
2. Ensure Your Router is Turned On
If your Vivint Smart Hub is not responding, your router may be turned off. So, when the Smart Hub becomes unresponsive, you need to ensure your router receives power.
How do you know if your router is turned on? Many routers have LED lights that come on when the device is switched on. This will let you know the router is working.
If your router doesn’t have an LED light, check if the device is plugged into a working power outlet. You can do this by unplugging your router from the outlet and charging your phone with the power outlet. If the phone doesn’t charge when plugged into the outlet, plug your router into another power outlet.
3. Restart Your Router
If your Vivint Smart Hub doesn’t respond after you’ve switched on your router, restart the router.
Here’s how to restart your router:
- Find the power button on your router and press it. If your router is plugged into an outlet, unplug the router from the outlet.
- Wait for about 30 seconds.
- Then, press the power button again to turn on your router. If your router needs to be plugged, re-plug it into the outlet.
- You have restarted your router.
4. Reconnect Your Vivint Smart Hub to Your Wi-Fi Router
After restarting your router, you’ll need to reconnect the Vivint Smart Hub to your router. If you recently changed your router, you also have to check that you are connecting it to the new router.
Before you connect the Smart Hub to your new router, move the new router closer to the Smart Hub. You should move the old router far away from the Smart Hub.
If possible, take the old router out of your home. When you do this, the Wi-Fi signals from the new router will be stronger than the networks from the old router. This will help you determine which Wi-Fi signals belong to the new router.
Follow these steps to connect your Vivint Smart Hub to your new/old router:
- Enter your pin into the Smart Hub to disarm the system.
- Next, tap the Menu icon at the bottom left side of the home screen. The Menu icon is the 3-dot symbol on the lower part of the screen.
- The system will take you to the Smart Home Settings page. Select General under Smart Home Settings.
- Input your pin again.
- Click on Connectivity and select Wi-Fi.
- Your personal network will appear as the first option on the Wi-Fi page. Click on the personal network to see all the Wi-Fi networks available to you.
- The strongest Wi-Fi networks are from your new router. If your Vivint Smart Hub isn’t connected to any of the strongest Wi-Fi networks, it must be connected to the old router.
- Tap any of the strong Wi-Fi networks to connect your Vivint Smart Hub to your new router.
- You’ll need to enter your SSID (Wi-Fi network name) and your Wi-Fi password. Since the Wi-Fi network is new, you can use the SSID and password at the bottom of the router to log in to the network.
- Your Vivint Smart Hub will reconnect to your router in 5 minutes.
5. Reboot Your Vivint Smart Hub
If your Vivint Smart Hub is still unresponsive after you’ve connected it to Wi-Fi, try rebooting it.
Take the following steps to reboot your Vivint Smart Hub:
- Enter your pin to disarm the system.
- Select the Menu icon on the homepage. This will take you to the Smart Home Settings page.
- Next, click on Devices and input your pin again.
- Now, click on Smart Hub. If you use more than one Smart Hub, the Displays option will appear instead of the Smart Hub.
- If you see the Displays option, tap on it and choose the Smart Hub you’d like to reboot.
- Now select Reboot and tap Yes to confirm that you want to reboot the Hub.
6. Update Your Vivint Smart Hub Firmware
Your Vivint Smart Hub may become unresponsive if it is running on an outdated firmware version. In that case, you’ll need to update the Smart Hub’s firmware to the latest version.
Follow the steps below to install the latest firmware version for your Vivint Smart Hub:
- Switch on the Smart Hub.
- Enter your pin to disarm the system.
- Tap the Menu icon on the home screen.
- Click on General and input your pin again. You’ll be taken to the General page.
- If you are already using the latest firmware version, you’ll see the message: “Software Update: Panel is up to date” in gray color. If it requires an upgrade, the system will display the latest firmware version beside “Software Update”.
- Click on the newest firmware version to upgrade your Vivint Smart Hub’s firmware.
- Now, tap Yes to confirm that you want to proceed with the firmware update.
7. Test Your Home Wi-Fi
If the problem with your Vivint Smart Hub persists, your Wi-Fi connection might be the culprit.
To check if your Wi-Fi connection is responsible for the poor response of the Smart Hub, connect another device to the Wi-Fi. If the device cannot access the internet, your Wi-Fi may be faulty. Contact your ISP and report the issue.
You may also consider switching ISP to see if that helps.
As mentioned, there may be several reasons behind this problem, so try all the troubleshooting tips until the issue is fixed.
However, if the problem persists after trying all the troubleshooting tips here, contact Vivint Customer Support for help.