Table of Contents

• Installation
  • I'm having trouble inserting my SIM
  • Which Ethernet Port do I plug a computer or point-of-sale device to?
• User Accounts
  • I'm not sure if I have a user account
  • I forgot my password
• Enrollment / Initial Configuration
  • My Hub enrollment is taking too long or appears stuck
• SecureConnect Hub
  • My Hub won't power on and / or there is no screen display
  • I have poor cellular signal, slow connection or no connection
  • Hub appears offline after being connected to an onsite network
  • What does the light color on my SecureConnect Hub mean?
• SecureConnect Platform
  • Devices can't connect to my Hub's Wi-Fi networks
  • My VeeaHub Manager mobile app doesn't open or function correctly
  • I need to change the language setting of the VeeaHub Manager mobile app
  • Where do I access Control Center to manage SecureConnect?
  • I need to change the language setting for Control Center
  • I need to block malicious web sites or content categories for my network
  • I need to connect to a device at a different Site location
  • How do I connect devices to Guest Wi-Fi?
  • For Wi-Fi, which profile / name do I connect my devices to?
  • My device won't connect.  I need to update my DHCP settings
• Important Reminders

Installation

Issue: I'm having trouble inserting my SIM

Resolution:  The SIM contacts should be facing upward toward you, and the tray is keyed to allow it to be inserted only one way. Be sure that the SIM is firmly installed into the tray.  A rule of thumb is that if you gently shake the tray, the SIM doesn’t wiggle or come loose. Also, take care not to force the tray back into the device and gently slide it in carefully maintaining proper alignment flush with the surface of the Hub.

Issue: Which Ethernet Port do I plug a computer or point-of-sale device to?

Resolution:  On the bottom of the Hub, you will find 2 Ethernet ports. If you have devices like a point-of-sale system, computer or switch that require a wired connection, plug them into port 2 (LAN) which is the port closest to the power connector.

User Accounts

Issue: I’m not sure if I have a user account.

Resolution:  Your new SecureConnect Admin account will have been created on your behalf.

• First-time users will receive a welcome email asking to verify their email address which authorizes their account.
• Whitelist emails from @veea.co to avoid missing critical messages.
• You will receive a temporary password in this welcome email.
• Tap or click on the “Visit Control Center” link at the bottom of the email.

If you cannot find your welcome email, the support team can check to make sure the user account is in place.  If so, it can be removed and recreated.  If not, it can be created within the Operator account inside Control Center.

Issue: I forgot my password.

Resolution:  If you’ve forgotten your account password, simply select the “Forgot Password?” link found on the login pages of either Control Center (browser) or the VeeaHub Manager mobile app.

You will be asked to provide your account email address, and then select Submit. You will be taken to the “New Password” page to create a new permanent password.

Enrollment / Initial Configuration

Issue: My Hub enrollment is taking too long or appears stuck.

Symptoms:

• Setup process exceeds 30 minutes
• Status remains "Configuring" in the app
• Light ring at top of Hub doesn't turn (and stay on) dark blue

Resolution: 

1. Be patient during initial setup:
   • Initial configuration can take up to 30 minutes
   • Software updates occur automatically during this time
   • Do NOT unplug the device during this process
2. Check LED status:
   • Green = Turning on
   • Cyan = Initializing
   • Blue / Lilac = Fully connected and ready
   • Red = Error status (including no IP address found
   • If stuck on green/cyan for over 45 minutes, proceed to step 3
3. Verify connectivity:
   • Ensure the SIM card is properly inserted (if using cellular)
   • Check that Ethernet cable is connected to Port 1 or Port 2 (if using wired connection)
   • Confirm your internet connection is active
4. Restart the setup:
   • If stuck after 45 minutes, unplug the Hub
   • Wait 30 seconds
   • Reconnect power and monitor for 30 more minutes
5. Check app status:
   • Open VeeaHub Manager app
   • Verify Hub status shows "Online" or "Configuring"
   • Ensure you selected the correct organization

If setup fails repeatedly, contact support.

SecureConnect Hub

Issue: My Hub won’t power on and/or there is no screen display.

Symptoms:

• No lights appear after plugging in
• OLED screen remains dark after 15 seconds
• Device feels cold or unresponsive

Resolution:

1. Check the power connection:
   • Ensure you're using ONLY the included custom power adapter
   • Verify the power cable is firmly connected to the Hub's bottom port
   • Check that the outlet is working by testing with another device
2. Inspect for physical damage:
   • Look for any visible damage to the power adapter or cable
   • Check that the power port isn't obstructed
3. Wait for initialization:
   • The screen should light up within the first 15 seconds
   • If nothing happens after 30 seconds, unplug and wait 10 seconds before reconnecting

Still not working? Please contact support.

Issue: I have poor cellular signal, slow connection or no connection

Symptoms:

• OLED screen shows 1-2 signal bars
• Slow internet speeds
• Frequent disconnections

Resolution:

1. Optimize Hub placement:
   • Move the Hub closer to a window or exterior wall
   • Keep it on an open shelf or desk (not inside closed cabinets)
   • Ensure the Hub is placed on its rubber legs for proper ventilation
   • Remove any objects placed on top of the device
2. Check for interference:
   • Move the Hub away from other electronics (microwaves, cordless phones)
   • Don't place it near metal objects or behind large furniture
   • Avoid areas with high humidity or direct sunlight
3. Verify signal strength:
   • Check the OLED screen: 3-4 bars = excellent signal
   • If using Ethernet, ensure the cable is properly connected to the WAN port (left side)
4. Check the OLED screen for messages related to cellular and SIM to help troubleshoot:
   • No SIM
   • Searching for Network
   • Unable to Connect
   • SIM Rejected
   • No Data Connection
   • Active Connection
5. Environmental check:
   • Confirm the Hub is at least 33 cm away from your body during operation
   • Ensure adequate ventilation around the device

Goal: Achieve 3-4 signal bars on the display for optimal performance.

Issue: Hub appears offline after being connected to an onsite network

Symptoms:

• Hub fails to enroll / activate
• Hub appears offline and disconnected in Control Center or the VeeaHub Manager mobile app
• Intermittent connectivity (connects briefly, then drops)

Resolution: When connecting the SecureConnect Hub via Ethernet to an existing onsite network, it’s important to make sure the proper FQDN, protocol and port information is supported by that network for the Hub to operate correctly.  Below are the associated requirements for the SecureConnect Hub.

The SecureConnect Hub needs to be able to resolve the following FQDNs:

The SecureConnect Hub needs the following protocols and ports to be open to the indicated FQDNs for basic operation:

Issue: What does the light color on my SecureConnect Hub mean?

Resolution:

• Dark Blue / Lilac:  normal operation
• Light Blue (Teal): Hub operational but no Internet connectivity
• Green: Turning on
• Red: Error state (including no IP address found)

SecureConnect Platform

Issue: Devices can’t connect to my Hub’s Wi-Fi Networks

Symptoms:

• Wi-Fi network not visible on devices
• Password rejected when connecting
• Connected but no internet access

Resolution:

1. Verify Hub is fully configured:
   • Check that the light ring is dark blue
   • Confirm status shows "Online" in the app or Control Center
   • Ensure initial 30-minute setup period has completed
2. Find your Wi-Fi credentials:
   • Open the VeeaHub Manager app
   • Locate the SSID (network name) and password created during setup
   • Ensure Device is Authorized within SecureConnect
     • When devices join the “Common” or “Secure” networks, they must be “Authorized” to be on that network with SecureConnect by either a Site or Org Admin
     • Try rejoining the device to the Wi-Fi network and making sure it is “Authorized” by an administrator with the VHM mobile app or Control Center
3. Connection troubleshooting:
   • Ensure your device's Wi-Fi is turned on
   • "Forget" the network on your device and reconnect
   • Retype the password carefully (check for correct capitalization)
   • Move closer to the Hub during initial connection
4. Alternative connection method:
   • If supported by your device, try connecting via Ethernet using port #2 on the bottom of the Hub.  This is the port closest to the power cable.
   • Use a CAT-5E or better Ethernet cable
   • This can help determine if the issue is Wi-Fi-specific
5. Network configuration:
   • Verify the Hub is connected to the internet (check cellular signal on the OLED screen on top of the Hub.
   • Ensure the SIM card is properly inserted

Issue: My VeeaHub Manager mobile app doesn’t open or function correctly.

Resolution:

1. Try closing the app (completely) and reopening it
2. Check that you have the latest app version
   • Visit the iOS or Google Play App Store to check that you have the latest version
3. Ensure that your phone has Internet connectivity

Issue: I need to change the language setting of the VeeaHub Manager mobile app

Resolution:

1. If logged out, simply tap on the drop-down language menu at the upper right of the login page
2. If logged in, tap on the “My Account” menu and select “Change language”

Issue: Where do I access Control Center to manage SecureConnect?

Resolution:

1. From your browser, visit: http://controlcenter.veea.co
2. Please note that Control Center is available for Organization Admins.  Site Admins must use the VeeaHub Manager mobile app to manage their Site.

Issue: I need to change the language setting for Control Center

Resolution:

1. If logged out, simply click on the drop-down language menu at the upper right of the login page
2. If logged in, visit the “My Account” section on the “Settings” page and select “Change language”

Issue: I need to block malicious web sites or content categories for my network.

Resolution:  Content filtering is found under the Security Policies tab on the left-hand pane. On the Content Filtering page, you will find a list of existing content filtering policies, the ability to edit them and at the upper right of the page, a button to select to implement new policies.

The first tab under Content Filtering is “Categories”.  Here, you simply click on the categories you want added or removed.  The Categories marked red are filtered out.

The next tab is for managing security threats.  The categories highlighted here will be blocked by this policy.

The third and fourth tabs are the allowed and blocked lists.  Here, you can either manually add or import a .csv file of web sites that are allowed to be visited by users of SecureConnect.

Issue: I need to connect to a device at a different Site location

Resolution:  With SecureConnect, you’re able to securely to connect to devices such as printers, file servers, application servers, NVRs, etc. across between multiple Site locations.  You’ll simply need to find the IP of that device that is connected to SecureConnect.

The easiest way is to click on SecureConnect on the left-hand menu, and then select “All Endpoint Devices”.  You will see a list of connected devices across your sites with their corresponding IP addresses.  Simply use this IP address to connect to.

Issue: How do I connect devices to Guest Wi-Fi?

Resolution:  A quick way to get devices connected to Guest Wi-Fi is to leverage the VeeaHub Manager mobile app. 

After logging in and selecting your site:

• Tap “Wi-Fi Settings”
• Choose the Guest Profile
• (Optional) Change the name or password → Tap “Done”.
• You can now connect your devices to the Guest Wi-Fi network.

Issue: For Wi-Fi, which profile / name do I connect my devices to?

Resolution:  There are 3 Wi-Fi profiles built into SecureConnect – Secure, Common and Guest.  Here’s a quick guide on how each can be used:

Issue: My device won't connect. I need to update my DHCP settings.

Resolution:  Custom LAN and DHCP configurations are available. See the SecureConnect Organization Administrator's Guide for details. 

Note: These actions should only be performed by someone with advanced networking knowledge

Important Reminders

• Only use the included power adapter
• Keep the Hub indoors in temperature-controlled environments
• Place the Hub in an area with strong cellular reception
• Don't place objects on top of the device
• Always ensure proper ventilation
• Contact support before relocating the Hub to another Site