[10:02 AM] Customer: Hi, my HomeSync Hub has been showing “offline” since last night. The lights still work from their wall switches, but none of my automations are running.

[10:03 AM] Support: Hi! I’m sorry about the trouble. Let’s get the hub reconnected. Is the status light on the front solid, blinking, or off?

[10:03 AM] Customer: It’s blinking orange.

[10:04 AM] Support: Thanks. A blinking orange light usually means the hub can’t reach your network. Have you recently changed your Wi-Fi name, password, or router?

[10:05 AM] Customer: We replaced the router yesterday and kept the same Wi-Fi name, but the password changed.

[10:05 AM] Support: That explains it. The hub still has the old password saved. Please open the HomeSync app, tap Settings, then Hubs, select your hub, and choose “Update Wi-Fi.”

[10:07 AM] Customer: It says I need to connect to “HomeSync_Setup,” but I don’t see that network.

[10:07 AM] Support: No problem. Press and hold the small pairing button on the back of the hub for about five seconds. Release it when the light starts blinking blue. This won’t erase your devices or automations.

[10:08 AM] Customer: Okay, it’s blinking blue now, and the setup network appeared.

[10:08 AM] Support: Great. Connect to that network when prompted, return to the app, select your home Wi-Fi, and enter the new password.

[10:10 AM] Customer: Done. The light turned green, and the app says the hub is online.

[10:10 AM] Support: Excellent. Please try controlling one device from the app so we can confirm everything is communicating properly.

[10:11 AM] Customer: The kitchen lights turned on. My thermostat is responding too.

[10:11 AM] Support: Perfect. Your existing automations should resume automatically. Any scheduled events missed while the hub was offline won’t run retroactively, but future schedules will work normally.

[10:12 AM] Customer: Good to know. Do I need to reconnect every smart device to the new router?

[10:12 AM] Support: Devices connected through the hub—such as Zigbee or Z-Wave lights, locks, and sensors—do not need to be reconnected. Wi-Fi devices that connect directly to your router may need their password updated separately.

[10:13 AM] Customer: Got it. Everything I’ve checked seems to be working now.

[10:13 AM] Support: Glad to hear it! Is there anything else I can help you with today?

[10:14 AM] Customer: No, that was all. Thanks for the quick help.

[10:14 AM] Support: You’re welcome! Have a great day.