Top

Hub Matter M6

Matter gateway, Matter bridge, Matter over Wi-Fi, and Matter over thread development.


Post Reply
brunojni
Posts: 6

Hi my hub went offline with no reason and don`t return even after power cycling.

Can someone support?

Bruno

zhicheng
Posts: 7

Re: Hub Matter M6

Hello, please provide the device ID of your Hub Matter M6 so that we can facilitate troubleshooting. Meanwhile, you may check the network connection status of the Hub to confirm whether it is properly connected to the gateway, or try resetting the gateway and re-binding it.

brunojni
Posts: 6

Re: Hub Matter M6

would be this one?
ebf053768d572e3890mrbp

zhicheng
Posts: 7

Re: Hub Matter M6

Hello, to accurately identify the root cause of your issue, we need to retrieve the operation logs of your gateway. However, your gateway is currently offline, so we are unable to obtain them remotely.
Please try the following steps to bring the gateway back online:

  1. Restart the gateway: Power it off and on repeatedly to restart, and check if the connection is restored;

  2. Hardware reset: If restarting does not work, press and hold the button on the gateway for more than 5 seconds to reset it（you can refer to the instruction manual that came with your gateway, which contains a detailed gateway reset tutorial）, then open the "Smart Life" App to rebind the gateway.

Please let us know once you have completed the operation, and we will immediately retrieve the logs for analysis. Thank you for your cooperation!

Post Reply