@Itati IM6001-V3P22
Hi, could you help me out with this hub? I tried blocking NTP but it didn’t seem to work. Also tried the url block but that also didn’t work. I have the 33-504 error when the device tries to connect.
Hi, I did the troubleshooting steps and then contacted hub sellers, they said:
“HI,
Thank you for your inquiry.
Devices will only be replaced if they were purchased after 2025 and cannot be set up due to a missing update.
Is it a SmartThings hub or an Aeotec hub?
If it is a SmartThings or Samsung device, please contact SmartThings support.”
So how do we proceed?
Hi, @MARu
How long ago did you aquired the hub? This is to get more context
Also, to confirm you’re running into the certificate issue, can you share the Hub logs as instructed here, please?
Hi, thanks for starting to troubleshoot this with me.
I got the hub a couple of years ago but it was in a box until recently when I moved.
I’ll get the logs tomorrow, do I attach them here or send them to you in a DM?
Please send the file to build@smartthings.com
Sorry but a quick issue, I only have exFAT usb drives, since they are all 64GB and quite recent. I don’t have a low capacity FAT32 drive. Is there any other way to take the logs from the device?
I tried with multiple USB drives I have but they are all the same and no logs show up.
Hi, @MARu
I confirmed with the engineering team that the port only supports FAT32, and since the Hub cannot be connected to the platform, we cannot get the Hub logs remotely.
So, you should check if you can reformat one of those USB drives using a PC.
No problem, I’ll try and find one around here.
I got the log file and sent it to the email address you gave me.
Hi, whenever you get the chance please check my email I sent. Aeotec says they will not replace my hub and to talk to smartthings for a solution. Here is their response:
”Following an internal review, we must inform you that there is currently no agreement in place for the replacement of devices purchased before 2025.
For this reason, we are unfortunately unable to replace your device.
We regret that we are unable to provide you with a more positive response and thank you for your understanding.”
Hello @nayelyz I have got the same issue - have got the old hub that was not connected to internet for long that does not configure. It shows “Something went wrong - Error code 33-303” during the setup process. I had reset many times, it goes through blue flashing light, blue solid light and then to flashing green, red but the app shows the above error. I have collected the logs and shared to the email ID you have specified above. Can you please help to get this issue resolved.
TIA
So I solved it by moving the hub to a different isp router. Another Smartthings location that I have, but with a completely different type of ISP router. There I added the V3 hub to the location.
But halfway I had to switch the wifi off my S24 phone, and from that moment it started with this percentage running etc etc. . I had mobile data.
But maybe it will work to go to a neighbour, add a new ST location and try it over there.
It was clear that my Google home Mesh blocked it. On the other location just a simple TP link router.
Thanks for that suggestion @Huib_o
I tried to create a new location and connected to a different router/ blocked NTP port 123 in access control - neither of it worked.
Let me try with other suggestions, while waiting for the Smartthings staff to review the logs that I had shared.
It sounds stupid, but try to find a router that accepts it. and don’t forget to push the wifi button of your phone when he hangs during the update process and no percentage is showing. Cgange temporarely to mobile data.After that the percentage started “moving”
I live on more locations and only on the TP-link (No settings changed) it started working.
I already had to throw one away because I really bricked it. pfff. Anyway. I am strtaing those new V4 ones and they are great but no Z-wave
Believe me: i tried everything. cost me days….
Ok, how do we know it is downloading update? Have a TP-link router so will setup and check this out as well.
Currently, I have tried following -
Reset the Hub (tried multiple times - holding reset button, connect power, wait until solid yellow light and leave reset button). This goes through the process of flashing blue light for about 5-7 seconds, solid blue for 5 seconds and then red/green flashing. At this point, I scanned QR code, followed Ethernet/WiFi options, and in the hub detection screen → ST app shows “Something went wrong error 33-303”
I tried manual method by selecting v3 hub option, at one step it asks for serial number, but it would not proceed to next even though S/N entered is correct. Looks the handshake between cloud and hub or the app is not happening.
Once you add the hub in the app, remove the port block. So start the whole process again. Remember to keep the Ethernet cable connected.
Oops, I am sorry. canot help you… The 330 in my case came when trying to update.