If your DOOR Smart Home devices have stopped reporting, the most common cause is the Hub itself being offline — because every device connects to the internet through the Hub. This article covers a Hub that shows offline, devices that won't connect to it, and WiFi setup failures.
Symptom
The DOOR Hub shows Offline in the DOOR App, or one or more DOOR Smart Home devices show offline or stop updating even though they have power.
Quick fix
Start at the Hub and check its lights:
- Confirm the Hub has power — the PWR light should be solid green. If it's off, check the AC adapter and outlet, and the Hub's power switch.
- Confirm the Internet light is solid blue. If it isn't, the Hub has power but no internet path — continue below.
- If the Hub is on Ethernet, reseat both ends of the cable and check the Ethernet jack lights (green = connected; off = a problem).
- Power-cycle the Hub: switch it off, wait about 30 seconds, switch it back on, and let the lights settle.
Possible root causes
- No internet path — the router is down, the cable is loose, or the WiFi credentials changed. The Hub can't reach the DOOR cloud, so devices appear offline.
- WiFi on the wrong band — the Hub only uses 2.4 GHz; if it was pointed at a 5 GHz SSID it won't connect.
- WiFi name or password changed — the Hub keeps trying the credentials it was given at activation. The connection method is set during activation and can't be changed in the app, so a changed WiFi network means moving the Hub to Ethernet or contacting DOOR Support to re-provision it.
- Unsupported network — captive-portal/multi-step-login networks (hotel/airport style) and hidden SSIDs aren't supported without manual setup.
- A device is out of range — the Hub is online, but a specific device sits beyond the DOOR wireless range, so only that device is offline.
- Power outage drained the backup battery — the Hub runs ~4 hours on battery; past that it powers down until AC returns.
- Bad placement — the Hub is on/near metal or RF sources (including directly on the router), degrading the wireless network.
Step-by-step diagnosis
- Is only one device offline, or all of them?
- All devices offline → the Hub is the problem. Continue with the Hub steps below.
- One device offline → the Hub is fine; the device is likely out of range or needs attention. Move it closer to the Hub, or add a Hub to extend coverage, then see that device's own troubleshooting article.
- Check the PWR light. Off → fix power (adapter, outlet, power switch). Solid red → device error; power-cycle, and if it stays red after restart, escalate. Solid green → continue.
- Check the Internet light. Solid blue → the Hub is online; if devices still show offline, give it a few minutes after a power-cycle, then escalate. Not blue → continue.
- If on Ethernet: reseat the cable, confirm the router port is live (test another device on it), and check the jack lights.
- If on WiFi: confirm the Hub's 2.4 GHz network is still present, broadcasting (not hidden), and unchanged from activation. The connection method is fixed at activation and can't be reconfigured in the app — if the WiFi name or password changed, move the Hub to Ethernet if possible, or contact DOOR Support to re-provision it. On mesh or WiFi 6 routers (Google Nest, TP-Link mesh, Eero), make sure a 2.4 GHz network is available.
- Confirm the network type. If it's a captive-portal/login network or a hidden SSID, switch the Hub to Ethernet or a standard broadcast WPA2 network.
- Reposition the Hub away from metal, heat, sunlight, and RF sources if connectivity is intermittent.
When to escalate
Contact support@door.com if:
- The PWR light stays solid red after a power-cycle (device error).
- The Hub reaches the internet (solid blue Internet light, shows Online in the app) but devices still won't report after several minutes.
- The Hub repeatedly drops offline on a network you've confirmed is healthy and correctly configured.
Include the property name, the Hub's serial number (in the DOOR App under the Hub's settings), the internet path in use (Ethernet / WiFi / Cellular), and what the PWR and Internet lights are doing.
Related articles
- DOOR Hub operation and adding devices
- DOOR Hub overview
- I can't see my Smart Home devices in the DOOR App
- Installing DOOR Hub