All local devices unresponsive since Dec 29

General Discussion
1

While I was away from home there was a power outage (which I assume is relevant) and when I returned all my “local” devices (zwave, zigbee, philips hue, etc) connected to my SmartThings hub are unresponsive. Yet all my “cloud” devices still work fine via SmartThings.

All those local devices still appear in the app and advanced web UI as if they are connected and there are no obvious indicators of any problems other than nothing happens when I perform a command and no new events get logged. The most recent events and “Last Updated” all stop around the time when the power went out on December 29th. The actual physical devices (switches, bulbs, etc) are still working fine manually.

I tried restarting all the things and I tried a Z-Wave repair but I don’t see any indication it is doing anything. I also tried to “Dump Hub Logs” but didn’t receive anything.

So… is there anything else I can do before I try to reset everything and start from scratch? Can SmartThings investigate on your end? Is my hub toast?

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Devices Not Responding to Hub since Power Outage
SmartThings ConnectHome WiFi dropped all devices 12/15/25 - 12/16/25
All Z-wave devices just stopped working
2

Disconnect the hub from the power supply for 30 seconds.

3

Tried that but it didn’t make any difference

4

There is a soft reset that might help.

Google the directions for your hub model and follow them carefully. The soft reset can accidentally become a hard reset of you don’t pay attention.

5

Any update? I appear to have a similar issue!

6

Tried that but it didn’t make any difference.

I also tried using the CLI and logcat is not showing any activity (assuming I’m using it correctly)

7

Time to get support involved. Posting here isn’t a reliable way to get support. Works sometimes but mostly doesn’t.

8

I also have a similar issue - but no power cut or any changes to my system by me for some time… but today at 9:25am this morning i was able to control my devices, and then sometime in the next 30 to 60 minutes most of my devices still showed online but are not controllable and their status does not update. All Z-wave devices just stopped working - #11 by StonegateGuy

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9

Received a reply from support asking me to do the things I’ve already done, so I guess I’ll jump through the hoops one more time in hopes this gets escalated…

10

I have the same issue, since January 3rd after a power outage all my devices stopped working at once. I have reset the hub, try to add the devices again, disconnected the hub for an hour… nothing works.

11

Hi everyone,
Our engineering team is already aware of your reports, but they’ve asked for some additional information in order to begin the investigation.

  1. Date and approximate time on when this happened
  2. Submit the hub logs as soon as you notice the issue.
  1. In the Advanced Users app, enter the “Hubs” section
  2. Enter the corresponding Hub and click on “Dump Hub logs”
  3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
  4. You’ll get a green box at the top confirming the Hub logs were requested.
  1. If you have more than one Hub, the name of the one involved in the issue.
  2. Finally, open support access so we can get the corresponding Device’s IDs and see other properties of the hub:
  3. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  4. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.

See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

12

Good news, my zwave switches just magically came back to life! Philips Hue Hub was still down though but after removing the hub and re-adding it’s responsive again.

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13

Did you do anything? reboot?

14

No, I didn’t do anything. Only reason I noticed when it started working is because I got a notification one of my devices was disconnected, then I saw all my local devices now had a correct updated status.