I am upgrading some electrical equipment so power/mains was shutoff. After finishing for the day I restored power and very soon after I noticed I could not use a Google voice command to turn off a Sengled multicolor bulb that always comes on after a power outage.
At that point from within the app I could see all of my Zigbee and Z-wave devices showing offline. However all the Wi-Fi 3rd party devices were still online and functioning through SmartThings hub.
According to SmartThings advanced the now offline devices had updated one time as the power was restored but then at some very short period later went offline. Even though the advanced interface shows each and every one of them online.
I have spent a few hours researching this and implementing comments from many posters with similar situations and I have had zero success in any aspect getting any original device back online and no success even attempting to add a new device to the network.
Things tried: no particular order.
Rebooting the hub
Short and extended hub power disconnect. 30 min to overnight. All devices left on.
Removing and attempting to reinstall a couple battery powered sensors. I reset/initiated pairing mode and used the scan nearby to try and add it back. I also tried deleting the device, resetting then add through the scan.
Attempting to install a new Zigbee device, no luck.
Moving some sensors or switches closer to the hub
Making sure I have the rejoin set to the most compatible mode
Making sure the hub and modem/router are not close to each other
Changing Zigbee channels
Tried the offline diagnostics to no avail
Used both Android and iOS Smartthings app.
Reinstalled the app
Via Send Feedback sent an offline diagnostics report for one of the devices. It stated that SmartThings found my device but could not establish a connection. Every offline diagnostics I ran came back with the same result.
I have 3 or 4 Zigbee devices that might be considered repeaters/routers. But I do not see how I can tell for sure.
I am concerned that the closest possible repeater/router to the hub was a Sengled bulb and I read those have been having some problems recently even though mine seemed fine at least until now.
The vast majority of WiFi devices don’t communicate through the hub but are cloud to cloud integrations with the SmartThings cloud, so you stating that your WiFi devices are seen doesn’t indicate that the hub is working.
Things I would check:
Does your router see the hub (is it on the device list?)
Can you ping it?
Can you see it and get a status in the app on your phone)?
If the above are true but no devices are or can be connected then maybe the hub got fried during the power outage
Yes to all the things that you indicated. I agree that there maybe a hardware failure with the hub but I’m not quite sure how to interpret the fact that all the devices reported just the one time after the power was restored. At least for a brief moment there things were still working after the power was restored.
If the devices show as online, use the ST CLI to do driver logging and then issue Refresh commands from the AWA. You can then see if the hub is sending commands to the devices and whether those devices are responding.
Ok I got CLI up and running. I just picked the first Zigbee driver listed which was a contact. I have a contact device on my patio door. I then opened and closed the door and I could see traffic indicating “open” or “closed” corresponding to when I would move the door.
Interesting thing is that the AWA shows this particular sensor offline. I do not pretend to understand the deep technical details but I am not sure what to make of the fact it shows offline yet is still communicating somehow to generate traffic. There is no event recordings in either AWA or the Smartthings app. The log data network ID matches the ID in the AWA though.
I then looked at motion sensors. I found active traffic from a motion sensor that I tried to add yesterday but did not appear to be successful yet the logs show it exists and is tracking motion. This device does not show up anywhere other than seeing it in the log data.
Lastly I looked at Zigbee Switches. I looked at one of my outlets and found it communicating status as I manually turned it on and off. Strange thing is is that it too does not show up in the AWA. The AWA shows the one it should have been but somehow the info has changed. It is a very unique Centralite so I cannot explain how the one in AWA no longer matches the actual product.
After looking at a few more devices I see each one generating traffic where the data equates to the real world value or condition.
As a final test I used the ST app and went through the process of adding a Z-wave partner device from Dome. It is a door open/closed sensor. The app said it was connected insecurely but added successfully without being able to load the device data. It shows up in the logs but not anywhere else.
So I have be able to see Zigbee traffic from devices that are not available in the app, that show no updates in the AWA, sometimes show offline when they are still generating traffic.
I have been able to questionably “add” both Zigbee and Z-wave devices that do not show up anywhere.
Bottom line is I still have no app control or visibility into these Zigbee and Z-wave devices. So confused.
I have a very similar situation, although I’m wondering if it is the firmware update causing an issue. I did not lose power, but all my devices stopped communicating a few days ago. In my case, all Zigbee and Z-wave devices say they are online, but I cannot issue commands to them (just time out) and the app isn’t showing updates from them. I gave a little more detail in the firmware update discussion.
Can you help me understand how to do the “driver logging” and “refresh commands from the AWA” so that I can see if data is streaming from the devices as well?
I think there is something larger going on - Today I just lost the ability to control most of my devices. From what i can tell my V2 hub has not yet received the new firmware update but most of my devices just stopped working. (3rd party and OEM smartthings branded devices)… see: All Z-wave devices just stopped working - #11 by StonegateGuy
Yep, other than the EOL of the original hub and having to transition devices, I’ve been using ST for over a decade and this is the first serious issue beyond a few devices losing connection here and there. Seems like enough people are experiencing the problem that it isn’t us / our hubs.
I am hoping someone from developer support somehow notices this post and takes an interest. I was initially thinking the power restoration fried the radios but now it seems my hub has just lost its marbles.
I picked a water sensor that shows online in the AWA but otherwise just like all of the others that I cannot access. I did a refresh from within the Commands section and I see a response. Not sure but it seems the two Z radios are still functioning.
No. I continue to learn some things that don’t help with why the hub thinks all z-wave and ZigBee devices are offline and unable to control them.
I am learning that through CLI I can see which devices are out there communicating via ZigBee. Yet the hub has no idea what is going on. There are ZigBee devices on my network that the hub has no idea they are there, at least from an AWA or app present/list. There are ZigBee devices that the hub shows in its AWA list but the device info has changed like its network ID. The hub shows a different ID. Others have the right network ID but wrong device ID. This is assuming the AWA device ID should match the ID seen on CLI log data.
Maybe that is the reason all devices show offline due to mismatches in network or device IDs. Seems I should be able to delete the device and re-add to fix that but I cannot. It will delete but it never gets added back into the UI. It is however still added behind the scenes and I guess it is possible that drove a network ID change that the hub for some reason did not process correctly.
If mismatches are the issue then there needs to be a way outside of factory reset to rebuild the database of devices. Unplugging the hub overnight with all devices still powered up did nothing. Whether that just rebuilds just the mesh/routing tables verse the entire identification scheme I do not know.
I have added devices through the app that the hub has no acknowledgement or feedback they are there yet now I see them and can control them via CLI. The app goes through the steps to add a device but never provides feedback they were added yet they were.
I have tried resetting existing offline devices and putting them into pairing mode to include but the hub never processes those correctly.
I have a couple devices I removed yet they are still communicating and I can control them. Maybe that is normal given the majority are not going to be controlling via CLI. At least they are appropriately not in the UI.
Someone may read this and just say boy you have absolutely no idea what you are thinking or talking about. I expect that could be very true I guess. My hub is still broken in the end.
I think I jumped the gun here and the AWA refresh did not actually work. I saw some data at the exact same time and hastily assumed that was my command when it appears it was actually a normal periodic refresh.
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.
Date and approximate time on when this happened
Submit the hub logs as soon as you notice the issue.
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.
Also, change most device drivers on Saturday which restored to service, but lost access again at some point overnight to Sunday morning. On Sunday I only changed 1-2 devices again.
Here is the output from a Z-Wave device using the Z-Wave Switch CS driver when a Refresh command is executed from the AWA:
2026-01-06T00:16:22.269366378Z TRACE Z-Wave Switch CS Received event with handler capability
2026-01-06T00:16:22.289609523Z INFO Z-Wave Switch CS <ZwaveDevice: e9f2e8d4-2a73-4098-a89e-bd802a212d28 [42] (Guest Bedroom Back)> received command: {"args":{},"capability":"refresh","command":"refresh","component":"main","positional_args":{}}
2026-01-06T00:16:22.297160440Z TRACE Z-Wave Switch CS Found CapabilityCommandDispatcher handler in zwave-switch
2026-01-06T00:16:22.341365044Z TRACE Z-Wave Switch CS Z-Wave command(c91b72a1) queued for radio transmission: CC:Switch Binary, CID:0x02
2026-01-06T00:16:22.344048544Z INFO Z-Wave Switch CS <ZwaveDevice: e9f2e8d4-2a73-4098-a89e-bd802a212d28 [42] (Guest Bedroom Back)> sending Z-Wave command: {args={}, cmd_class="SWITCH_BINARY", cmd_id="GET", dst_channels={}, encap="AUTO", payload="", src_channel=0, version=1}
2026-01-06T00:16:22.350553627Z DEBUG Z-Wave Switch CS Guest Bedroom Back device thread event handled
2026-01-06T00:16:22.506314690Z TRACE Z-Wave Switch CS Z-Wave command(c91b72a1) transmit status: TRANSMIT_COMPLETE_OK
2026-01-06T00:16:22.522966294Z TRACE Z-Wave Switch CS Received event with handler unnamed
2026-01-06T00:16:22.539260127Z INFO Z-Wave Switch CS <ZwaveDevice: e9f2e8d4-2a73-4098-a89e-bd802a212d28 [42] (Guest Bedroom Back)> received Z-Wave command: {args={value="ON_ENABLE"}, cmd_class="SWITCH_BINARY", cmd_id="REPORT", dst_channels={}, encap="CRC16", payload="\xFF", src_channel=0, version=1}
2026-01-06T00:16:22.548964877Z TRACE Z-Wave Switch CS Found ZwaveDispatcher handler in zwave-switch
2026-01-06T00:16:22.552501273Z INFO Z-Wave Switch CS <ZwaveDevice: e9f2e8d4-2a73-4098-a89e-bd802a212d28 [42] (Guest Bedroom Back)> emitting event: {"attribute_id":"switch","capability_id":"switch","component_id":"main","state":{"value":"on"}}
2026-01-06T00:16:22.557238002Z TRACE Z-Wave Switch CS Found ZwaveDispatcher handler in zwave-switch
2026-01-06T00:16:22.560971086Z DEBUG Z-Wave Switch CS Guest Bedroom Back device thread event handled
You see the command being received as an event, Z-Wave command queued and then transmitted, the Z-Wave response received back from the device, and an event being emitted that refreshes the state of the device capabilities.
Same issue here HUB v2 starting Jan 3 lost all my zigbee and zwave devices. Did every TS I know, still having the issue. I lost service Friday night as well. I dumped the logs and enabled support access.