A network or server error has occurred when turning on smartthings hub feature in smartthings wifi

Devices & Integrations
1

I have recently set up my smartthings wifi device and the wifi connection is working fine. I want to turn on the smartthings hub functionality but when I try to turn it on in the smartthings app, I get a network or server error has occurred.

This is happening on my android phone, tablet, as well as iphone app.

How can I turn on the smartthings hub feature?

2

What is the ST device? How do you know it supports being a ST hub? My experience has been that hub functionality is normally turned on from the device itself, not from the ST app, however, without knowing the type and model of the device, it’s hard to say for sure.

3

Model is ET-WV525

4

Ah, that’s a ST Wi-Fi with Plume Mesh Wi-Fi. There has been an ongoing issue with the mesh Wi-Fi not working properly due to a certificate issue that neither ST nor Plume seem to be able to solve. I suppose that could be affecting your ability to enable the ST hub functionality on the device. You’ll probably need to open a support case with ST to see if they can determine the issue.

5

Hi, @faitang
As @h0ckeysk8er mentioned, you should open a report with Customer Support about this.
We have one already created, but Customer Support can escalate the issue through the proper channel to the corresponding team, and it could provide further awareness.
I’ll also include a link to this post in our report to collect all those reporting it.
Please let us know if you get any feedback from them.

6

Hi @nayelyz I am located in Australia. I dont seem to have any option to open a customer support ticket from Samsung Service here. Can you give me instructions on how to do this please?

7

Hi, @faitang
Can you follow these steps to see if you can create a report, and if you get a reply, please?

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Error reports”
  4. Select the topic related to your issue and follow the steps to submit your support request
8

Thanks @nayelyz. I have sent an error report. In my app, its listed under contact us → Send Feedback (not error reports)

9

I got a reply but it was just generic troubleshooting things such as restart the phone and the hub and clear cache etc.

10

Are you able to respond to that message? I’ve been told in the past that the email should include a link at the bottom where you can reply. If not, try creating a new report stating that you have already followed the first troubleshooting steps, that the situation hasn’t changed, and that you need further assistance.

11

I responded to the message and they responded back asking me to call the Samsung Australia call center for assistance.