All Zigbee devices are offline in October 2024

Developer Programs Support
1

Hello,

since about Oct 06 all my zigbee devices are not responding. Hub is still on version 53. Will updating the hub solve this problem? Resetting the devices and also adding again does not help. I have many diffrent devices like Frient, Aeotec, Ikea and others on zigbee, all dead.
My whole house is a mess. What should I do?

2

Smartthings app (you also need samsung members app), menu, Contact us, send feedback, tap the button, error reports, device went offline, send without diagnostics, select devices, fill form, send form. Wait for contact.

3

Thanks, I done that.

4

Also beginning on Oct 6, all of my Zigbee devices stopped responding. Upon further investigation, I discovered the following:

  • There was a device firmware update pushed to some (but not all) Zigbee devices
  • The issue is affecting all locally executed devices, including Z-Wave, Zigbee, and Virtual devices.
  • My hub appears to be stuck in an endless loop in which all of these devices go offline for about 1-3 minutes, return for 1-3 hours, rinse and repeat.
  • The hub appears to be going entirely offline every 12-24 hours.

Prior to this instability, all devices and the network were functioning for an extended period without any issue.

5

Hi, @Marcin_K and @nmax !

Have you received a reply from Customer Support? That’s who you contact with the steps provided above.
I ask so we don’t duplicate efforts/information in this case.
In case they haven’t, I can report this issue to the engineering team but first I’d like to know more context:

  1. If you re-add a device, it stays connected for a while and then goes back offline, right?
  2. Can you open support access to your account, please? We need to see if something shows up indicating a potential issue or if we need your help to collect more information about this.
    To do so:
  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 (â‹®) 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.
6

Thanks, @nayelyz, for your reply.

I have not received a reply from customer support, but I only just figured out that contacting support can only be achieved through the app. I have completed those steps.

  1. Correct. I have attempted to remove and re-add 4 Zigbee devices, 1 Z-Wave, and 1 Virtual. All have the same result: stays connected for a while, then offline; rinse and repeat.
  2. Support access to my account is enabled.
  3. The email account registered in the ST forums is also the one I use for my SmartThings account.
  4. If this step differs from #2 above, please let me know; otherwise, support access is enabled.
7

Hi, @nmax
I see your Hub is currently offline, is it one of those cases you mentioned it goes offline every 12-24 hrs?

I requested the Hub logs but I don’t know if they got uploaded since the Hub is offline. So, to see why the devices are being marked offline, we need you to:

  1. Add one or two devices again, after they get installed and everything seems ok, send the hub logs.
  2. Once they go offline again, send the Hub logs again to get the logs of that event.
  3. Take note of the approximate time each event happened (installation and device offline) and share it with us including the timezone, for example 14:40 CST.

To send the Hub logs, you need to follow these steps:

  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.
8

Thanks, @nayelyz, for your reply.

At the time of your post, my hub was offline, but it wasn’t one of the cases mentioned above. Instead, I had manually unplugged the hub for an extended period of time.

The constant intermittent outages of all locally executed devices (which correspond exactly to devices of type Zigbee, Z-Wave, and LAN) is, however, still occurring.

I received a reply from Samsung Apps & Services Customer Support. They suggested the following troubleshooting steps:

  1. Uninstall the app
  2. Reboot the mobile
  3. Reinstall the app
  4. Reboot the hub and WiFi router
  5. Remove, reset and re-add the devices with the SmartThings

Despite being either steps I have already completed or wholly useless, I understand that it’s necessary to rule out any common, simple solutions. During the time of your reply, I was completing the requested steps in preparation of my response to Customer Support.

I have dumped the hub logs at a time when all devices were connected and functioning normally. I will do my best to capture the next disruption, resend logs, and record (and report) the time.

1 Like
9

ok, thank you for letting me know. Either way, I already shared this issue with the engineering team, to see if they find something in the logs you sent when everything started to work again.

10

Yes I already received a reply, and my home is again fully operational now - thank you !

Also yesterday I have some hub disconnections and after that hub update to newest version.

  1. That’s right, and in my case it only applied to zigbee devices
  2. done
  3. yes
  4. done, please let me know when I can disable it.
11

I see you currently have a few devices offline, are they expected to be in that state? You mentioned here and the email thread that your devices were working correctly. Is that still the case after a few hours?
Other users have mentioned they see some offline cases during the Hub’s firmware update, so that could have been the case yesterday.

12

Yes this few devices suposed to be offline. So far all devices are connected, I have not noticed unusual behavior.

Thank you very much for your help.

1 Like
13

On the same day as my last reply, I took a couple hours and removed all locally executed devices, re-added, rebuilt the associated automations, and power-cycled the entire home (to reboot in-wall devices).

Everything seemed to return to normal operation, working perfectly for about a week. Then, a few days ago, I returned to the endless loop of all Zigbee and Z-wave devices going offline and returning.

While there is no way to conclusively draw a connection, but the return of the issue appears to have coincided exactly with the last Aeotec firmware push.

I want to express my frustration with this situation. I am unable to troubleshoot the same issue over and over, have 25 devices constantly non-functional, or routinely rewire an automation system of devices and rules.

14

I once destroyed my Zigbee network when I tested one of those Zigbee repeaters:

Plugged it in, left home, came back hours later and most of my Zigbee devices were offline or unresponsive.

15

Hi, @nmax
Sorry for the delay, the engineering team was checking the logs closely looking for more possible causes but the final feedback is:

  1. We can see the following devices oscillating between online/offline
  1. In the logs we can see several re-joinings and failures for pings from the Hub
  2. There are also logs of messages received from these same devices, which makes them come back online eventually.
  3. All of the above seems to imply devices on the edge of connectivity with the network. Therefore, the suggestion is to improve the strength of the network by adding routing devices between the hub and the spotty devices.

You mentioned before that not all of the devices were going offline but now are all of them going offline?

1 Like
16

Are you sure you’re looking at the correct logs? Literally none of the IDs you listed match any Device, Location, Scene, Rule, or Installed App ID in my ST Advanced Dashboard.

I do have both a Z-Wave and Zigbee extender - both SmartThings manufactured. They are placed approximately halfway between the hub and the furthest devices. Both Zigbee and Z-Wave devices are spread relatively evenly throughout the house. I’ve been running all device models previously for at least a few months months, but in most cases 4+ years without (this) issue. After moving to a new residence I did experience Z-Wave connectivity issues, but after adding the extender the issue was resolved (and I have installed several wired Z-Wave switches throughout the home since).

Currently 25 of 81 total devices are cycling offline; these 25 devices correspond exactly to all devices categorized as “locally executed.” So, all locally executed devices are cycling offline. This pattern is the same as when the issue originally occurred.

17

Those where the values the team shared with us. Can you enable access to your account again, please? I just checked and couldn’t enter.

18

I have re-enabled support access.