Aeotec Hub will not stay connected to zigbee devices

Devices & Integrations
81

Hi nayelyz,
I havent’t heard from you or any other support yet. Though I provided access to my hub.
I spent some money on the aotec hub and the sensor, lighty and stuff and suddenly nothing seems to work. And no replies.
What else do I have to do?

82

@nayelyz

This has happened in 16 days until today

Hub lost all Zigbee devices today 8/23/23 at 8:49pm EST.

Hub logs sent at 8:50pm and 8:51pm

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83

I had trouble with adding devices. The manufacture and model numbers were missing in the advanced users account. The ST solution was to reset the hub but after numerous resets that didn’t work. ST suggested to replace the hub. I am replacing the Aeotec hub.

84

Here we go again

Zigbee devices went offline today 8/25/23 at 7:02pm.

Hub logs were sent on 8/25/23 at 7:03pm EST and 7:04pm EST.

85

Is anybody still experiencing Zigbee devices going off?

86

Yes
Still experiencing problems months later…

87

Things have been very quiet regarding Zigbee devices going offline… is anyone still experiencing this? I’ve had all my Zigbee devices go offline more than I can count in the last 2 weeks…

Oh and support?? Hahaha no help either

88

Yes, still have this issue (all my ZigBee devices going all offline every now and then), opened a support ticket but honestly I have no more faith so exploring Home Assistant instead.

89

Can someone update on this? My ST Station constantly has the zigbee network go offline/false every couple of weeks and I have to hard reset / reconnect everything manually every time it happens. Please, this is not how the product is meant to work.

90

is it near any WiFi APs or other networking equipment that could be causing interference?

91

Yes but I’ve also tried relocating it away from other networking devices to no avail.

92

have you contacted ST support to report the issue? also allow them access to your hub.

also… brand/model of the zigbee devices that fall offline? does this affect all zigbee devices?

93

Idek how to even contact ST support. I’m in Australia. I have 4 Philips Hue motion sensors directly connected via zigbee to a ST Station and 1 hue dimmer switch.

94

You can use the app. Tap on Menu and select Contact us.

95

Thanks just submitted it.

96

They won’t help… I even have a private message with @nayelyz and @AlejandroPadilla and they don’t even respond anymore. ST team has no clue why it’s happening . Good luck getting anything out of support

1 Like
97

Suppose nothing in the past 20 days?

I have this exact problem (i think) where zigbee goes offline and than back online… my phone is constantly telling me offline/online and has been for some time now but is is now fully irritating me

If you figured anything out pls share

Thanks (I have 63 devices offline of which probably 10 or 15 are legit dead battery lol)

98

Did this ever get resolved. I just started adding ZigBee devices and so far both have disconnected without reason. One is actually sitting on the hub to rule out signal issue.

99

you can start by powering off your hub (remove batteries too if v2 hub) for 20 minutes. This will cause the zigbee devices to go into panic mode and rebuild the mesh when hub is powered back on. That can take up to 24 hours… but if only a few devices… probably much less.

  • could be hub is too close to other networking equipment causing interference
  • could be a different Edge driver is needed
  • could be ST issue

so try first option. if that does not help which most likely will not… respond back with more details:

  • which model hub you have
  • firmware on hub
  • the zigbee devices you have (brand/model)
  • Edge drivers assigned to those devices
  • is hub located near anything that could cause interference - router, wifi AP, etc
  • is hub located in a central location or in a closet

other community members will be able to provide more assistance

and open a support ticket with ST support - in the app, tap on Menu and select contact us.

1 Like
100

I did send support tickets in.
Aeotec Hub SmartThings v3 Hub
FW: 000.053.00019
Devices disconnecting are Aqara door windows sensors (MCCGQ11LM)
Driver name is "Zigbee switch).
Hub is not near anything that would cause interference
I only have 2 of these switches so far. I put one right beside the hub while I troubleshoot this problem.

I cannot change the driver, when I click select new driver there is nothing availab.e