I can’t get my Hubble camera set up. What can I do?

Here are some steps you can take if you’re having trouble adding your Hubble camera to your Hubble account.

1. Make sure your home Wi-Fi® is working. The Hubble camera is a Wi-Fi® camera and during the setup, you connect the Hubble camera to your Wi-Fi®. If your home Wi-Fi® isn’t working or is unstable you may reboot your router: Unplug the router, leave it unplugged for at least 20 seconds and plug it back in. Wait until your internet connection is re-established. 

2. Make sure your smartphone is connected to your home Wi-Fi®. During setup, your smartphone must be connected to your home Wi-Fi®. Ensure not to use mobile data.

3. Make sure 2.4GHz is enabled on your router. The Hubble camera can only be connected to the 2.4 GHz band on Wi-Fi routers.  All Wi-Fi routers have a 2.4 GHz band. Newer routers are often dual-band router, with 2.4 GHz and 5 GHz bands, in which case you need to ensure to enable the 2.4GHz band is enabled on your router.

To find out whether you need to connect to a different Wi-Fi® network to set up your Hubble camera, go to your phone settings > Wi-Fi® (or Wireless & Networks) on your smartphone:

• If you only see one Wi-Fi network name that belongs to you, you can proceed with setting up your Hubble camera with this Wi-Fi connection.
• If you see two or more Wi-Fi network names that belong to you, then one may be a 5 GHz band. 
• 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name. For example: "TP-LINK_849E_24G". This is the network you need to select. 
• 5 GHz network may have "5G" or "5" appended to the end of the network name, for example, "TP-LINK_849E_24G".  

4. Make sure that during setup your Hubble camera, smartphone, and router are all within a 1m/3ft range.

5. Make sure there is no interference from other devices. Use of other 2.4 GHz products, such as other wireless networks, Bluetooth®systems or microwave ovens may cause interference as a result of which setup may fail. This includes the Motorola handheld. Keep the Hubble camera away from these types of products, or turn them off during setup.

6. Hard reset your Hubble camera is needed. If setup failed and the above steps haven’t helped we suggest you hard reset your Hubble camera.

• Hold down the 'Pair' button.
• Turn the camera off while holding down the 'Pair' button;
• Now turn the camera back on, while still holding down the 'Pair' button and wait until you hear a beep and the LED starts blinking (blue/red). This may take up to 20 seconds.
• Now you can add your Hubble camera to your Hubble account.

7. Make sure your router settings don’t block the setup of your Hubble camera. Any router that is set up correctly at purchase, or has the ability to be modified after purchase, should allow your camera to connect. Please ensure that:

• Your router has DHCP Server enabled. This allows it to provide the necessary IP address to the camera you wish to connect. (Static IPs are currently not supported by the app).

• Your router does not have any devices listed as blocked, including your camera. It may be that your router’s settings only allow identified devices to connect (in which case ‘Mac’ and port info may be required – see more details below) – or your router only allows a limited number of devices to connect. In general, this setting can be found under Advanced Settings > Admin > Attached devices;

• There are no spaces or hidden characters at the beginning of the SSID name. For example, an SSID name of “ abc123” will not allow your camera to connect, whereas “abc123” (without space) will allow a connection;

• The SSID name is written in ASCII characters. (Some characters used in certain languages may cause problems, so you should either avoid using such characters or contact us to check whether they may be the cause of your camera’s connection problems);

• The SSID name is 32 characters max.

If required, below are the details on the ports used. Outbound ports used:

• Port 1935 for RTMP (TCP)

• Port 80 for HTTP Command and File Upload/Download (TCP)

• Port 3478 for STUN (UDP)

• P2P Ports: Inbound and Outbound Ports >50000 (UDP)