Can't Upgrade AEOTEC HUB V3

Hi everyone,

I recently purchased a brand new AEOTEC SmartThings Hub V3 (model IM6001-V3P) and I’m encountering a frustrating issue during setup.

The initial pairing process seems to go smoothly. The hub connects to my network, and I can even see it listed on the SmartThings IDE web portal (Google Search). However, the problem arises when it comes to the firmware.

Specifically, I’m experiencing two main issues:

  1. No Firmware Version Reported: On the SmartThings IDE portal, under the hub details, the “Firmware Version” field is empty or shows “N/A” (not applicable). It seems the hub isn’t properly reporting its current firmware.
  2. Firmware Update Stuck at 99%: In the SmartThings mobile app, when the hub tries to download or install a firmware update, the progress bar consistently gets stuck at 99%. It never completes.

The hub was purchased new and should be ready for setup. The LED on the hub is showing a solid blue light (not blinking), which usually indicates it’s connected to the cloud, but the update never finishes.

Here’s what I’ve already tried:

  • Restarting the hub: Unplugging both power and Ethernet for a few minutes.
  • Restarting my router and modem: Power cycling all network equipment.
  • Trying a different Ethernet cable and port.
  • Performing a factory reset on the hub: Holding the reset button until the LED turns solid yellow, then releasing.
  • Reinstalling the SmartThings app on my phone.
  • Trying to set up the hub from a different mobile device.
  • Ensuring my internet connection is stable.
  • Manually opening (port forwarding) the required ports on my router (11111, 443, 39500).

Despite these attempts, the problem persists. The hub still doesn’t report its firmware version, and any update attempt in the app gets stuck at 99%. The solid blue LED suggests it’s online, but the update isn’t completing.

Has anyone else experienced this specific issue with the AEOTEC Hub V3? Any suggestions or solutions would be greatly appreciated. Could this be a server-side issue with SmartThings or an issue with the hub itself?

Thanks in advance for your help!

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