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Help & support
Custom settings
?
We understand that not all pets behave in the same way, so we've designed the Microchip
Pet Feeder Connect to accommodate this. The Feeder contains a variety of custom settings
designed to help if your pets use the Feeder in unexpected or unusual ways. Below are just a
few examples of animal behaviour which the custom settings can overcome:
Please contact our customer care team to discuss custom settings
- see the back
cover for details.
They'll be able to recommend the most appropriate custom
setting for your situation and set it up for you remotely.
Has your clever unauthorised pet worked out
how to stop the lid closing?
We have a custom setting for that!
Does your unauthorised pet like to steal food from
another pet's Feeder whilst it's in training mode?
We have a custom setting for that!
Red flashing ears
Your Hub has lost connection with the Microchip Pet Feeder Connect.
•
If you are seeing
both ears flashing red during set up,
please perform a factory reset by
pressing the button on the base of your Hub for 10 seconds.
• If you are seeing
both ears flashing red for prolonged periods after setup,
try power cycling
your Hub. Switch the power off at the socket, leave it for 30 seconds, and then turn it back on. If
the ears remain solid green for a few minutes, the Hub has reconnected.
• You can also try
relocating your Hub
following the advice given on
page 9.
If that doesn’t work,
you will need to move your Hub closer to the Feeder - read below.
• In order to move your Hub closer try connecting it to your router using a longer Ethernet cable.
• If the above doesn’t work, we recommend purchasing an
‘Ethernet over power adapter’.
This
will plug into a normal power socket and allow you to connect your Hub to the internet closer
to your feeder.
Alternating flashing ears (red or green)
Your Hub is having problems connecting to the Sure Petcare servers. This could be because of an
unreliable internet connection.
• Try power cycling your Hub by switching the power off at the socket, leaving it for 30 seconds,
and then turning it back on. If the ears remain solid green for a few minutes, the Hub has
reconnected.
• If the above doesn’t work, make sure your internet router is turned on and that your internet
connection is working correctly with other devices.
• If it isn’t working with other devices, try switching your router off, leaving it for 30 seconds, and
then turning it back on.
• If your router is working with other devices, try re-connecting the Ethernet cable into the router
and the Hub. Make sure it is pushed in all the way, as it can appear connected when it isn’t.
If you keep having connectivity issues please visit:
surepetcare.com/hub-connectivity
Solid red ears
Your Hub is undergoing a firmware update. Be patient and wait for the Hub ears to turn green.
This shouldn’t take longer than 2 minutes. Once the firmware update is complete the Hub will
need to reboot. At this point you will see the setup light sequence
- see page 10.
Slow notifications
If you find some messages are slow to appear on your app, this is likely because your Hub is
having to work hard to connect to your Microchip Pet Feeder Connect. To improve the speed of
messages, try moving your Hub to a better location following the advice given on
page 9.
Does your unauthorised pet push their way in
to eat at the same time as your authorised pet?
We have a custom setting for that!
The Hub
Does your unauthorised pet try to steal food
from the rear of the Feeder?
We have an accessory for that!
Go to
surepetcare.com/accessories
and look for the Rear Cover.
