Hi folks. One of two older model SmartThings Connect Home mesh WiFi models I have running firmware version 000.052.00021 has gone offline since this past Sunday 10/26/25, rendering all WiFi connected devices in a property 3 hours away entirely offline.
All the more frustrating since I only reverted to these older devices after months of waiting for SmartThings to fix an oddball Schlage FE599 connectivity issue that’s been extensively discussed elsewhere in these forums.
Assuming this will involve the usual power cycle of the hub, but if that doesn’t work and I’m looking at driving 3h out and replacing a hub or re-adding dozens of devices, has anyone else in the forums seen anything like this?
Likely most folks would long ago have moved off these hubs, but would be good to know if there were any other ST-related changes occurrent in the Sunday 10/26/25 timeframe I had rebooted the hub the day prior on 10/25/25, but did not see any disconnect in service until later in the day on Sunday so I don’t know that the two events were correlated in any way.
Silly question, but does Samsung offer any support for SmartThings? If so, where is that specifically initiated? In-app? Online(here)? @nayelyz?
This is the second time I’ve had a major SmartThings hub failure in the last year and, yet again, I’m unable to use the built-in error reporting due to indeterminant reporting failures. What’s the point a commercially supported solution if I cannot use the built in support capabilities?
Is there a workaround to the failure of the integrated support/logging feature in the hubs?
Would the hub replacement option even work if the current offline hub running FW 000.052.00021 is also the home’s WiFi network as well (and appears to be done as well)? The Hub Replace feature suggests that firmware above 50.XX should support this capability, I’m just not sure if that includes these older Connect Home mesh WiFi hubs and/or if that replace feature would work if the current hub has fallen into an offline state and is no longer serving local WiFi.
Unfortunately, Hub Replace isn’t supported on the Wi-Fi integrated hubs. I’ve recently abandoned the use of the Plume Wi-fi in the hub and replaced it with Eero. I’m only using the hub for ST and it still connects to the Internet for that purpose at least.
Hi, @clifster
In this forum, there are no agents from Customer Support which are the ones that should handle this kind of issue.
I see you get a Network error trying to create a report from the app. Does that happen every time? I’m just wondering if the network is spotty and is failing for that reason.
I think you can also enter the official site and ask for support there (Support Home | Official Samsung Support US). You need to follow the steps to find the best option to report the issue.
It is worth trying there first since Customer Support agents can scalate it to the corresponding team thanks to their system. We sometimes get rejected because we can’t report issues through there.
Yes, I guess I should have been clearer that the new hub cannot be a ST Wi-Fi or Samsung Connect Home hub. You should be able to migrate from one of those as the old hub to a v2/v3/Aeotec hub. Migrating to a Station or Smart Home Hub 2 should work also but without the ability to bring over Z-Wave devices (for obvious reasons).
Thank you @nayelyz. I receive the network error every time, but the hub I’m initiating the support from is also offline, so maybe that is expected?
I’ll route my request through the formal Samsung support site for the time being, but given the time-sensitive nature of the problem, I suspect I’m driving 3h just to locally troubleshoot the issue, which is insane. Additionally, beyond the canned AI-driven responses in the Samsung chatbot, I’ve not generally found the chat to be usable, either due to hour-plus “hold times” or generic, non-specific answers. A simple email-based support ticketing system would be a great improvement.
@h0ckeysk8er I have the non-Plume version of the Connect Home WiFi hubs and would, particularly after this experience, be switching back to managing home WiFi separately from the ST/smarthome operations using a newer-v2 hub or later. Having both go down is a single point of failure I just don’t need, and was only reverted to these older combined hubs after the firmware issues of (last?) summer broke connectivity to my older Schlage FE599 smart locks.
