ROCK Pi Indoor Helium Hotspot Troubleshooting

If you are having trouble with setting up your hotspot or you have got a query, the following tips may help.

How to access the diagnostics

On the Nebra Helium Hotspots, we have two local diagnostics tools that can help you to find any issues with your miners.

Please take a look at the dedicated local diagnostics page for more information.

No lights are turning on

You should see the lower light (Amber light) on the side of the unit turn on as soon as power is applied. If this is the case, ensure the power supply is firmly plugged into the wall outlet, the power jack is plugged into the unit and the wall outlet is switched on.

To Do

  • The power adapter is connected correctly
  • Try a different power adaptor if available (12V 2.5A USB-C Power Adapter)

Upon power-up, the lower LED (yellow) should light up instantly. Approximately after a minute, the top LED (green) should then start blinking.

The green activity light is off

The Green light is the activity light and it should turn on solid in normal operation.

Approximately after a minute, the top LED (green) should then start blinking. If not, contact customer support with hotspot details.

The Green LED is blinking rapidly with few seconds interval

The upper light on the back of the unit blinks rapidly with a few seconds interval. This is expected behaviour. If this is the case, use your web browser to access the diagnostic page of the hotspot. If the diagnostic page does not show any error, everything is fine.

The hotspot is not showing in the Helium App

It can sometimes take 1-3 minutes from turning the power on for the Hotspot to show in the App.

To Do

  • Wait for the hotspot to boot up before pairing (Wait 5 minutes)
  • Re-scanning a few times can then find the hotspot.
  • Ensure Bluetooth is turned on as this is how the application communicates with your Hotspot.

Please note: You will need to grant location permissions for the Application to access Bluetooth services correctly.

The hotspot is not detecting Wi-Fi networks

You may find that sometimes your Wi-Fi network will not show in the application if the signal is poor where the Hotspot is located.

Please note, Nebra Indoor hotspot only supports 2.4G WiFi network.

To Do

  • Check local diagnostics page and confirm the Wi-F- MAC address is listed.
  • Remove special characters and emoticons from WIFI name/SSID
  • Check WiFi have good coverage where you placed the hotspot.
  • Try a different WiFi network.

Updating Nebra Hotspot Firmware

If after completing the initial troubleshooting steps above, you are still having issues, you may find your issues can be resolved by ensuring it is running the latest up-to-date software.

Nebra Hotspots automatically update once connected to the internet, if you are using an Ethernet connection leaving the hotspot for around half an hour should ensure all updates are downloaded.

If you are having difficulties connecting your Hotspot to Wi-Fi, then it would be recommended to move it to a location where you can plug it into an Ethernet connection for half an hour to let it perform updates. Then move it back to the normal location and re-try setup.

Syncing Issues

Since the introduction of the Light hotspot Firmware, sync to the blockchain is no longer required.

The onboarding key is missing an error

Please contact our tech support via and provide your MAC address. We will update the onboarding key for you.

Hotspot not witnessing

The hotspot will not get a witness for various reasons from device location to device relayed.

To Do

  • check your antenna connector/ cable and make sure everything is connected well.
  • Improve the antenna placement/ place it as high as possible - check our Ideal Hotspot Placement

Still having trouble

If the above tips haven't been able to resolve your issue then get in touch with us through our Freshdesk portal and include the following information. We'll work on resolving your issue. But be sure to please perform the steps above to perform the update process.

  • Model of unit?

  • Mac address of the unit (Shown as ETH on sticker)?

  • Frequency of the unit (Shown as Freq on sticker)?

  • How are you connecting it to the internet? (Ethernet, Wi-Fi, Cellular)?

  • How are you powering the unit? (included adaptor, PoE, third party adaptor)

    If the issue relates to the initial setup of the hotspot, please also include:

  • What make & model of the phone are you using?

  • What version of the Helium App are you using?

  • Do you have any screenshots of any error codes?

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