20+ devices suddenly offline

General Discussion
1

Does anyone have any idea what is going on with Smartthings as I suddenly have over 20 things offline (out of 95) for no reason. I have tried all the normal fixes and nothing is working, especially as this is also effecting door locks and alarm sensors. I also have the latest firmware installed from Oct 17/18.

2

The latest firmware release appears to be the culprit. Many users are reporting offline devices. Best advice is to report the issue to ST support and submit logs.

here is one active thread:

1 Like
3

I cant even get through to ST support. I guess they are having a lot of contact, or shut up shop and left.

1 Like
4

Samething here I noticed that the hub went off line last night about 9:00 and it still off line I try reboot without battery I try reboot router it goes solid blue then it goes back to blinking blue I switched cable to another port on router didn’t change left home to go to work it was blinking blue when I left When I get home I’ll hook it directly to the router and see what it does BUT all 29 devices are down. Last week I’ve notice it going off line and came back up.

5

Here a question if you have a blinking blue it’s not connected how are they going to push a firmware update this evening. How will the hub receive it if it’s

  1. Not connect which I knows wrong because everything else works
  2. If you have a solid blue means it’s connected but NO INTERNET. Which I know wrong also.

I’m going to plug it directly into router and reboot it and see if it will connect if NOT then I’m thinking it’s a hardware failure. The absolute last thing I’ll do is a hard reset. BUT I want to see if this firmware will fix the problem.

6

K. I have it plugged directly into the router with a 1’ cable. I removed batteries. up plugged it plugged it back in and put batteries back in rebooted the router solid blue light for about 10 minutes or so and back to flashing blue. I’m going to let it set next to the router for a couple of days the last thing I’ll do is a full reset and see if that works if not it’s a hardware failure

7

Do you have any way of getting the hub to connect via a mobile hotspot, or to connect it to someone else’s network? Just to eliminate a problem on the ISP side.

Is the mobile app behaving itself? I’ve had many occasions where my app wasn’t connecting when using my home network but was fine on mobile data.

1 Like
8

I came home pulled all my hair out tried different ports on my router and still NA So I took the HUB and plugged it directly into the AT&T fiber gateway and the hub came to life. I have finally narrowed it down to something going on with my router. So tomorrow when I get home I’m going to reset the router to default. The only reason as much as I hate to do it because it mean redoing everything that requires a WiFi password What a pain. BUT I noticed that when I switched from Spectrum to AT&T I have had nothing but problems with floating and reassigning IP address hopefully this will fix my issue if not then a new router I don’t know where I’m going to find another 8 port/WiFi router.

9

okay after i messed with this thing I still have a HUB issue for some reason I can run the HUB directly off my AT&T Fiber Gateway using the same cable going into the living room BUT as soon as i plug it back into the router that it has been connect for 5 years it starts flashing blue and does nothing I have accentually RESET EVERYTHING back to factory default the AT&T Fiber Gateway and my Linksy Router and it still will not connect through the Linksys Router BUT EVERYTHING else works and connected I’m at a complete lose now with out the HUB being connect to the same Network some of my device can not see the HUB especially my SONOS ONE SL speaker is lost Smartthings doesn’t see it because their on 2 different networks…i’ve tried to plug the HUB into the Router and look for a IP address BUT it’s like it never appears in the Linksys Network Map so you start to think maybe the Linksys Router is going bad BUT i’ve had the HUB plugged into all the ports at one time or another…Still never changes from Blinking Blue

Any help I would appreciate it… I’m at a lost all this started happening when I changed over to another ISP provider from Spectrum to AT&T

10

connect it to the Linksys Router and perform a soft reset on the ST hub. A soft reset does not cause you to lose anything… it only resets the network settings of the hub.

to perform a soft reset:

  • unplug the power cord and remove batteries if a v2 hub
  • leave the Ethernet cable plugged in to both hub and Linksys Router
  • press a pin into the reset button on the back of the hub
  • while continuing to press the pin, reinsert the power cord
  • when you see the flashing yellow, release the pin from the reset slot.
  • wait a bit to see if it reconnects

I use AT&T fiber with a Unifi Router. I had to put the AT&T Router into passthrough mode for Unifi to function properly. You may want to research what works best for the Linksys Router. I also do not use the WiFi on the AT&T Router… I disabled that and use it from Unifi. Not saying you need to do that.

1 Like
11

Your going to love this Finally after 3 weeks of pulling hair out sad thing i’m already bald so there not much hair to pull out.

here it goes i factory reset both AT&T Gateway and Router, and started from scratch setup my Router with the default IP rebooted it as soon as I plugged the AT&T Gateway back it my Router IP’s changed again so then I started unplugging devices that I don’t use or might be suspicious then unplugged from the AT&T Gateway, changed the IP again and rebooted Router everything worked it kept the IP’s and once again I could see all my NAS drives on my Router GREAT!!! plugged it back into the AT&T Gateway and everything was working right UNTIL i plugged one of my devices back into my Router Then all my IP’s changed again. Unplugged that device and started again left it unplugged everything working right. reconnect my SmartThings HUB back to my Router it lite up and CONNECTED. after all this finally came to the conclusion DON’T ask me why maybe one of you IT guys can explain it to me why it’s happening, BUT it didn’t happen with my Spectrum Gateway the device causing the problem is, I have another Wireless Router out in the room above my shop that I have it setup with the same SSID and password that way if you walk out into the shop your wireless devices never notice the change so took that cable and plugged it into the AT&T Gateway and left it out of my Router EVERYTHING is back to Normal YIPEE!!! FINALLY yes i did have to remake the AT&T Gateway into a Passthru. Once i got everything back up and running reconnected the Sonos One SL speaker was easy it reconnected Perfect and working right. all this because

  1. Changed from Spectrum Gateway to a AT&T Gateway some reconfiguring to make the AT&T Gateway work the way you wanted to
  2. Don’t know why a Route behind a Router would cause the main Router to reassign IP address
12

You’ve never mentioned what kind of devices were offline. WiFi, Zigbee, …?

13

The HUB itself was the starting issue so I moved it off my Router and plugged it directly into the AT&T gateway and it came back up so that told me I had some kinda problem with my router.

14

Well today I am back to suddenly having 26 devices out of 95 offline. The offline devices are all Z-wave, most of them Door / Window sensors, but plug sockets, light switches, Door Locks and other things are offline too. One thing that is strange is at 9.10pm every night, I get a notification that my garage door is open when it is not. I do not know what is going on with ST, but it is a joke, and causing me a lot of issues.