@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.”