Hi everyone and hope I can find a solution to this issue. I had my main Smartthings WIFI, ET-WV525, hub go bad so I took one of the sub hubs and did a factory reset to convert it to be the a hub. After the factory reset I uninstalled my smartthings app and reinstalled it then I rebooted the hub and when I login to the app and go to the “Use Smartthings Hub” section and try to turn it on it just flips back to off. I tried this with the another ET-WV525 hub as well and got the same result. I also tried to uninstall and reinstall the app from my Galaxy Tab but got the same result. I have several linked devices, using zigbee, and Zwave as well as I’m using edge driver so need to get the hub function working. Any help would be much appreciated. I’ve opened several support cases and with no luck as they keep telling to do the steps I’ve already done several times.
Hi, @kc8utq. Welcome to the SmartThings Community!
Can you reinstall the hub and collect the following information:
- The app logs
- Go to Menu > Gear Icon > About SmartThings
- Tap the SmartThings text 10 times.
- This will open the developer’s space > tap ‘report a problem’
- This will send you to the report page. Select a frequency and write a short description of the issue.
- Click on “Report” and a log file will be generated for you to send over email, please do to build@smartthings.com
- The Hub logs
- On the physical Hub, briefly press (less than 1 second) the reset button located in the reset hole.
- This should upload the logs to the server. We’ll need the exact timestamp of when you performed this action, for example, 18:00 CST.
- Date and time of the installation (including your timezone, for example: 17:00 GMT-6) to look at the cloud logs
@nayelyz When I go to the app > Menu>Gear>About> there is no logo to click 10 times?
Hi, @kc8utq
Sorry for the confusion, it isn’t a logo per se, I meant the text that says “SmartThings”.
Tap on the “SmartThings text 10 times”
Hi @nayelyz
I was able to send the app logs to the email you specified and the hub logs were taken at 10/10/2025 @ 1240pm EST. Thank you!