The Dashboard Shows a Hub Alert

When a hub, or hubs, are unable to connect to the Call Connect server, an alert is shown on the dashboard. Depending on which dashboard screen you're viewing, you will see an alert that looks similar to this:

This shows which auditoriums have hubs that are unable to connect to the server and how long they have been unable to connect.

Switching to the Seat Map view for an affected auditorium will show you which rows are affected by this. Affected seats will have this icon: 

We monitor the status of the hubs and can often reset them remotely. However, manual intervention is sometimes needed.

You will need to locate the hub controlling the affected rows. It should be located near the rows it controls. Below is an image of a hub and its power supply. The hub is the black box with the antenna sticking You can contact support to help locate where the actual hub is installed.

Confirm that the hub is plugged in and that the red LED on the power supply is on, which indicates that it has power. If the power supply looks OK, unplug it, wait a few minutes, then plug it back in. This should reset the hub.

If that doesn't fix the issue, check the power cable going from the power supply to the hub to see if there is any visible damage. If there is damage to the cable or it's not connecting to the power supply, you can follow this video to repair the wires.

If there is no damage to the power cable, take a small Phillips head screwdriver and remove the lid of the hub. This will expose the green LEDs on the inside of the box, which should be lit if the hub is receiving power. You can see the power is connected and the LED status lights in the photo below.

While the lid is off, check the power cable for damage inside the box. You may need to repair the wires to restore power.

If the hub is still not working at this point, take pictures of the hub and contact support.