Ethernet is a very reliable solution for our partners who do not have access to a wireless internet option. However, troubleshooting an Ethernet connection can be less than intuitive! We're here to help.

For help setting up your Ethernet connection in the first place, see Setting Up an Ethernet Connection.

Troubleshooting an Ethernet Connection

You will receive an error message at the top of the What's in the Fridge Report anytime the VaxHub cannot establish an internet connection. Generally this message says either "Hub cannot connect to Wifi" or, simply, "Hub cannot connect to internet." It is important to note that, so long as the internet connection remains broken, no patient information will transfer to or from the VaxHub.

Let's get you reconnected!

Safe Mode. Ensure the Hub is not in Safe Mode. If it is, there will be a large “Safe Mode” icon on the left side of the screen. If the Hub is in Safe Mode, simply reboot (see below), but be sure not to touch the volume button while it is rebooting.

Refresh the VaxHub app. Select the icon directly to the right of the Home icon, which looks like a square. This will show all apps that are currently running, much like selecting Ctrl + Alt + Delete on a computer. Touch and hold the VaxHub app window as you swipe it right towards the edge of the screen. When the VaxHub window disappears, exit by selecting the Home icon (center button at the bottom of the Hub). Then return to the VaxHub app.

Reboot the Hub. Hold down the power button on the left hand side of the Hub until the “Power Off” menu appears. Then select “Reboot.”

Ensure Wifi is turned OFF. Sometimes the Hub will try to automatically connect to Wifi, particularly if there is an open (i.e. not password protected) network available. Any Wifi connection, even an internet-less connection (like a printer Wifi network), can hijack the Ethernet system. To turn off Wifi: Select the “Settings” app, then select the Wifi option and toggle the Wifi setting to off.

Reconnect Ethernet system. If any piece of the Ethernet system -- the USB adapter, the network adapter, or the Ethernet cord -- is even slightly displaced, the Hub may not stay connected to the network. To check, disconnect all pieces of the Ethernet system and then reconnect, ensuring that all junctions are snug. Please see Setting Up an Ethernet Connection for help reconnecting your Ethernet system. 

It is also possible that a piece of the Ethernet system is broken. If you believe this might be the case, please call our Customer Care team for a replacement.

Powerline adapters. For our partners with powerline adapters (meaning your Ethernet cable is plugged into a small white box in a power outlet, and your Hub is plugged into another white box in a power outlet, usually in an adjoining room), you may need to reconnect the powerline adapters. This is especially likely after a power outage. Press the button on the white adapter box near the VaxHub. Within 60 seconds, press the button on the other adapter “buddy.” Allow the adapters to reconnect for 1-2 minutes. For additional powerline adapter troubleshooting, see Powerline Adapter Set-Up & Troubleshooting.

If all else fails, please give us a call!

Still have questions? Reach out to our Customer Care team. We're happy to help! Message us directly by clicking on the blue Intercom bubble in the bottom right corner of your screen. Email us at help@vaxcare.com. Or call us at 1-888-829-8550.

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