Customer Care

Please see list of Frequently Asked Questions below.
Inquiries will be responded to within 48 business hours.

FAQs

Product Information & Availabilty

When will the Cassia Hub be available for shipment in the U.S. and Canada?

The Cassia Hub and Cassia's Smart Home accessory products are currently shipping and are available for purchase from our website and from Amazon.com.

Will the Cassia Hub work with my existing Bluetooth speakers or headset?

Yes, the Cassia Hub was designed to work with most Bluetooth speakers and headsets which are typically Bluetooth Classic devices (prior to Bluetooth 4.0). Click here for a list of compatible devices.

Will the Cassia Hub work with my Bluetooth Low Energy (BLE) devices?

In many cases, BLE (Bluetooth 4.0) devices have custom device profiles and unless this information has been supplied to Cassia Networks by the device manufacturer, the Cassia App cannot control these devices.  However, the Cassia Hub has some patent pending technology called "Transparent Relay" which allows the Cassia Hub to connect to a non-integrated BLE device despite not knowing what it is.  In this scenario, the user can control the BLE device with their manufacturer's provided app instead of the Cassia app.  In this mode, the Cassia Hub is acting purely as a range extender between the BLE device and the smart phone.Note: Only one transparent relay (non-integrated BLE) device can be controlled at a time. Click here for a list of compatible devices.

What Smart phones/tablets does the Cassia App support?

The Cassia App is compatible with devices that run iOS 7.0 and higher and Android 4.3 and higher.

What type of network connection is required by the Cassia Hub?

The Cassia Hub must connect to the internet either by an Ethernet or WiFi connection to your router (access point).  In order for your Smart Phone and the Cassia Hub to communicate, they must be setup on the same 2.4 GHz network.  Note: 5 GHz network connections and WEP internet security are not currently supported. 

How many devices can the Cassia Hub support?

In standard communication mode, the Cassia Hub can communicate with up to 22-compatible Bluetooth devices at the same time. Up to 22-Bluetooth Low Energy devices and as many as 3-Bluetooth Classic devices (support for additional classic devices coming soon).  In Transparent Relay mode where the BLE (Bluetooth 4.0) device profile is not known, device communication is currently limited to one device at a time.

How many speakers can I connect to the Cassia Hub?

Currently, you can connect up to 3-individual or 3 connected pairs of speakers to the Cassia Hub.

Can I control Bluetooth devices connected to the Hub when I'm not at home?

Cassia branded Bluetooth LED’s and Smart Plugs that are connected to your Cassia Hub can be controlled from anywhere that your mobile device has an Internet connection (Wi-Fi, 4G or 3G).

Note: In order to play music through your connected Bluetooth speakers, your mobile device running the Cassia app must be connected to the same local area network as the Cassia Hub.

What is Cassia BlueStream and how do I use it?

Cassia BlueStream enables any Bluetooth Audio source to stream music through the Cassia Hub to your speakers from your favorite music streaming app on your phone, tablet or computer. 

  • Simply tap on the On/Off button across from BlueStream in the Cassia App. 
  • Once BlueStream is turned on, open Bluetooth settings on your phone, tablet or computer. 
  • Pair with BlueStream.
  • Open your favorite Music streaming app to start playing music.

Can more than one person in my house connect to the Cassia Hub?

Yes! Simply navigate to the User Center in the Cassia app and then tap on “My Home” and tap on “Members”. NOTE: in order to add a member to your Cassia Hub, they must be in your contact list on your mobile device.

What are some ways users can take advantage of the Cassia Hub?

Since the Cassia Hub can keep your phone paired with up to 22 devices and extends Bluetooth’s range from 30 feet to up to 1000 feet (open air), there are many immediate use cases.

Cassia sells its own Bluetooth Speaker, LED, Smart Plug, and a Personal Safety Sensor that all work in conjunction with the Cassia Hub. Here are some use cases made possible only with the Cassia Hub:

Setup your very own multi-room wireless speaker system using Bluetooth speakers you already own and send a different song to each room or group of speakers by room/song!Walk up to 1,000 feet away from your Bluetooth speaker without worrying about losing your connection. The Cassia Hub has been tested to even work through three concrete walls.  Cassia also allows you to control all the compatible Bluetooth devices/lights in your home from just one room. And since the Cassia Hub is connected to the Internet, you can even turn on your Bluetooth lights while you are on vacation halfway around the world!  The Cassia Hub can also provide peace of mind for caretakers through the Personal Safety Sensor, which gives the sensor wearer more independence. If the sensor button is pressed or automatically detects a fall, it can check on the wearer, and send a message with the wearer’s location to a pre-programed number of caretakers who can assist.

Product Operations & Troubleshooting

How do I play music through the Cassia Hub?

If you are using an iOS mobile device, you can play music from the local storage on your phone, from Soundcloud in the Cassia App, or from any of your favorite streaming apps using BlueStream or Airplay.

To use BlueStream, tap on the On/Off button across from BlueStream. Note: This will allow you to use your favorite music streaming app on your phone to stream music. Once BlueStream is turned on, you can open the Bluetooth settings on your phone or Bluetooth enabled computer, pair with BlueStream, and then play music from any of your favorite music streaming apps.

To use Airplay, connect your Bluetooth speaker(s) to the Cassia Hub. Then, swipe up on the bottom of your phone screen, tap on Airplay to turn it on, and select the desired Cassia Hub Group to stream music to. Note: You must be connected to your local 2.4 GHz Wi-Fi network to use Airplay with the Cassia Hub. Once you have enabled Airplay, open your favorite music streaming app and play the music of your choice. Note: Please make sure the volume is turned up in the Cassia App, one your phone, and in the streaming app (i.e. Pandora, Spotify, etc.)

If you are an Android user, you can play music from the local storage on your phone and from Soundcloud in the Cassia App, or from any of your favorite streaming apps using BlueStream.  See steps above for setting up BlueStream on your Android phone.

I can't get the Cassia Hub connected to my Wi-Fi network.

The Cassia Hub was designed to connect to your 2.4Ghz Wi-Fi network via Wi-Fi or Ethernet.

To connect via Ethernet: Please plug one end of an Ethernet cable into the back of the Cassia Hub and the other end into your Wi-Fi router or a live Ethernet wall jack. Then, follow the on-screen prompts in the Cassia App to connect to the Cassia Hub. Note: You do not need to enter a password for the SSID in the Cassia App if the Hub is connected via Ethernet (leave field blank).  In addition, please make sure that your iOS or Android phone is connected to the same 2.4Ghz Wi-Fi network SSID in your phone's Settings menu. 

To connect via Wi-Fi: Please connect your phone to the same 2.4Ghz Wi-Fi Network your Cassia Hub is connected to. Note: The Cassia Hub does not support 5Ghz networks or WEP internet security.

Once your phone is connected to a 2.4Ghz network, follow the on-screen prompts in the Cassia App to connect to the Cassia Hub. NOTE: please make sure you type in the SSID password carefully as the app auto-capitalizes the first letter of the SSID password.

IMPORTANT: For Wi-Fi Access Points that only specify a single SSID (for both 2.4Ghz and 5 Ghz), like the Google OnHub, users will need to connect their Cassia Hub's via Ethernet.

I moved my Cassia Hub to another Wi-Fi network, now it won't connect.

Please manually reset the Cassia Hub to get to connect properly by gently inserting a paperclip into the small LED hole on the back of the Hub until you depress a button and feel a small click. Hold the button down for 5 seconds or until you see the LED rapidly flash red. Remove the paperclip and wait for the LED to return to a slow flashing red. Once this is complete, the Cassia Hub has been reset and you can connect to a new 2.4 GHz Wi-Fi network.  

The music coming from my Bluetooth speakers is not playing in sync.

In order to play music through multiple speakers in sync, we recommend using speakers from the same manufacturer. When using speakers from different brands, we recommend placing the speakers in different rooms so they cannot be heard at the same time.

I'm playing music through the Cassia Hub, but I can't hear any music from my speakers.

If you scanned for Bluetooth devices and found and paired Bluetooth speakers to the Hub but cannot hear the music you are playing through the speakers, please make sure the speakers are turned on and the volume on BOTH the speakers and your mobile device is turned up. 

I'm searching for Bluetooth devices with the Cassia App, but not finding any.

Please make sure your Bluetooth device that you are looking for is in pairing mode and not paired with another device (E.g. your Smart phone).

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