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Smart Hub not powering on, offline, or CPU Not Detected

Follow the steps below if the Smart Hub is not powering on, the iZone app shows the system as Offline or CPU Not Detected, or the Globe/Snowflake LEDs are not illuminated as expected.

Smart Hub Not Powering On​

Check the power supply

  • Confirm the Hub's power connection is secure and switched ON at the GPO.
  • Check that the blue LEDs on the Hub are illuminated.
  • Try plugging the Hub into a different GPO.

If the Hub still has no power after trying another GPO, contact your iZone installer or iZone Technical Support.

App Shows Offline or CPU Not Detected​

Check the Hub LEDs

  • If all LEDs are flashing continually at the same time, this may indicate a problem with the Hub's transformer. Contact your installer or iZone Technical Support.

Check the Globe LED 🌐 The Globe LED should be ON when the Hub is powered and connected to the local network.

  • Check the Ethernet cable between the Hub and the modem/router, and confirm it is plugged into a LAN port at both ends.
  • Try a different Ethernet cable if available.
  • Confirm the modem/router is operating normally.
  • If the Hub shows a 169.254.xx.xx IP address, see Hub not connecting to internet with Optus and Eero modems.

If the Globe LED is still OFF, contact iZone Technical Support with the modem/router model and the Hub version (printed on the back of the Hub) ready.

Check the Snowflake LED ❆ If the Globe LED is ON but the Snowflake LED is OFF, there is a communication problem between the Smart Hub and the CPU Module (C225).

  • Confirm the C225/wall controller is powered — check the relevant circuit breaker has not tripped and the isolator switch is ON.
  • Check the C225 antenna is securely attached, screwed on tightly, and pointing upright.
  • Try relocating the Hub — unplug it from power and Ethernet, move it to a different area of the house, and plug it back into power only. Check whether the Hub completes its normal start-up sequence (LEDs rotating) and whether the Snowflake LED comes on.

Re-pair the Hub and C225

  • Press and hold the Pair button on the Hub — the Chain LED 🔗 will become solid blue.
  • While holding the button, use the Pair option on the wall controller — the Chain LED will flash to confirm pairing has started.
  • Release the Pair button on the Hub and allow it to complete its start-up sequence (LEDs rotating in a circle).
  • The Hub should stop with the Snowflake LED ON once paired successfully.

If the issue persists after these checks, contact iZone Technical Support on 08 6556 6415 and press 3 for Technical Support.

For Installers​

Check the distance between the Hub and C225

  • The Hub and C225 should generally be no more than 10m apart.
  • Where possible, move the Hub closer to the C225 and connect it via Ethernet if a port is available at the new location.
  • If the Hub cannot be relocated and no Ethernet connection is available, contact iZone Support on 08 6556 6415 and press 2 to request a wired bridge cable (CGB2C35), which connects the CPU and Hub directly instead of relying on wireless communication.

Check for wireless interference Even when the Hub and C225 are within 10m of each other, wireless communication can still be affected by the building and surrounding environment. Check for:

  • Metal server racks or enclosures
  • Thick concrete walls
  • Roofing materials
  • Furniture and other building materials or structures

Check the C225 antenna

  • Confirm it is connected correctly, screwed on tightly, and positioned upright. A loose, incorrectly connected, or poorly positioned antenna can affect wireless communication.

If power, distance, antenna position and possible interference have all been checked and the fault persists, contact iZone Technical Support on 08 6556 6415 and press 2 for Technical Support.