Hi I’m trying to get a new 250 hub v2 with blank firmware fixed. I can’t add any Z-wave until it’s fixed. I’ve granted unlimited access already. My account is under mmjadb@rogers.com
Please help
define “new” for a 10 year old hub? was the box shrink-wrapped in plastic?
one possibility is it could have an expired security certificate.
things to try:
- block port 123 udp on your Router
- reset the hub and onboard the hub to the app
- unblock port 123 udp
- if you don’t have the ability to block port 123 udp than block the domain ntp.org and follow the same steps above. Many hubs have a parental control option that allows you to block domains.
if your hub does not allow you to block ports or domains, you should find a friend or family member who has a network that allows it.
It was new, never used - I called it an older model based on its production date. I’ve done the above with no success and after reviewing the many posts and the blank firmware issue I need support to go in and force a firmware update.
One thing I just noticed is first block port 123 udp then unblock it? I haven’t unblocked it yet
yes, you need to unblock to complete the process
Ok i removed the rule. Do I give it some time to see if it updates?
you should wait for staff to respond at this point. They will ask you to collect the hub logs for them so they can try to determine what is going on.
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This the error message when I try to allow firmware updates on the Advanced website. At this point the hub does not work with z-wave, zigbee or thread.
I would appreciate any help or suggestions otherwise I just bought a brick.
Hi nayelz -
I’ve sent an email to your team and hope to get the firmware issue fixed. I have a new older hub (250 V2) with blank firmware. I’ve granted access to the team to fix.
Let me know if you can help. I can’t add any Z-wave right now.
Thanks,
Marco
Hi, @mndb369
I moved your post here since it was in another thread.
As I asked you in the email you sent to build@smartthings.com, we need the hub logs, so, please follow the instructions provided. I’ll share them here as well just in case:
- Insert a FAT32-formatted USB drive to the USB slot on the back of the hub.
- Press and release the reset hole on the back of the hub.
- Hub LED will blink magenta while copying logs.
- After the Hub LED returns to normal from magenta blinking, extract the USB drive and connect it to a PC.
- File name will be “logdump_xxxx.tgz.enc”
- Then send the package in the existing email thread
I’ve tried now 3 times and no dump file is produced. After inserting the fat32 drive and hitting the button I get a short red blink and then after a several seconds it goes to blue and no file is on the drive.
I tried 2 different fat32 USB drives.
Don’t know what to do at this point.
V2 of the smartthings hub supports USB support? I thought those were never implemented and not functional at all 
When the logs cannot be generated, it means the firmware is too old, and without them, the engineering team cannot determine how to assist the Hub in connecting.
So, at this point, you need to replace the hub. If you still have a warranty from the place you bought it, you should return it.
It’s hard to believe there is nothing that can be done. It’s not returnable. I may be able to exchange for another unit but my guess they are all going to function the same. Is there tech support in Canada that I can bring the unit to?
Wasn’t the whole reason for this topis is that he needs the firmware flashed or sent onto his hub?
Yeah, generally, if they’re brand new, the situation is the same.
The other suggestion was blocking the port. For example, this user shared these steps that helped him:
About the tech support, I don’t have information about that since we’re not Customer Support, but I’ve heard in the past that users tried this path without success, but you can try to contact your local Customer Support and ask.
Hi, @1nicemustang
The issue is that the Hub cannot connect to the platform at all. If it got connected, it would finish updating to the most recent version after a few hours since it’s progressive.
The Hub logs from the USB port can tell the engineering team how to help the hub connect, but they can’t be generated.
The only possible solution is the process of blocking the port to see if that helps.
Got cha! 
I’ve tried blocking ports and whether my Linksys is successfully doing it or not is unknown.
I tried the above reset procedure twice and it’s a no go. One thing of note this unit never produces a yellow light or flashing yellow light. Only red, flashing blue and blue.
I fear I have a paperweight and whatever same unit exchange I get (no refund) will have the same problem. Personally the fact there is no real solution or service/support center that can help is just disappointing.