This problem happened pretty suddenly and pretty recently, however, exact speed at which it manifested and when I can not be forsure.
My V3 Hub has rendered itself almost useless. It always says it is “connected/online” with all my various devices, but none are being turned on or off with automations or manually in the ST App. If I try to turn a light on via app, nothing happens. If I try to have a light turn on or off via a routine, nothing happens.
When I unplug the hub, and plug it back in, the devices usually work…however, if I go back later the same day after a few hours, nothing works again.
I have changed NOTHING to my setup for months. This is definitely not a range issue as it is acting up with devices that are only 10-15ft away.
Unplugging and plugging back in is the only fix I’ve found, but that fix is super temporary.
I do not believe this is a hub hardware issue but rather a firmware and/or app issue. The best place to start is to contact ST support and let them investigate the issue.
How best to contact the ST Support? Is there a phone number I call? I sure as hell hope they don’t want me to reset the hub…no way in hell I want to redo all my routines and reinstall all my devices.
Tap on Menu and select Contact us to find all the available contact methods in your region.
If they ask you to reset, you don’t have to so you don’t need to worry about that. They will ask for access to your hub and probably will take a long time to get back to you.
Don’t buy a new replacement hub as you will most likely face the same issue.
they finished pushing out the hub firmware last week and users having been reporting issues with connectivity… mostly with zigbee devices. While I believe it is probably related… it may not.
But you contacted ST Support and that is the important part
Fingers crossed. I don’t have a single zigbee device, so can’t speak to that trend. All my devices are Z-wave or Wifi.
The past 24 hours my hub has completely gone off line (no internet connection) which leads me to believe that it is rebooting…curious if rebooting all on its own, or if Tech Support is rebooting remotely.
At the current moment, everything seems to be working…but there was one of these random “reboots” only an hour ago.
Hi, @dnadig
Could you please provide a screenshot of the ‘Advanced users’ app, specifically the ‘Hub details’ section, so we can check the DriverMemoryLimit?
Ok. Just did that.
Date: 10/23
TIme: 3:23pm Central time
Hub name: House Hub.
No devices work, but I tried to turn on “porch inside lights” and nothing happened.
I could have tried more, but did those 4 just now. ALL devices on the hub respond this way. I click to turn on. I get a spinny wheel for a few seconds and then it goes away. Appropriate light/device does not turn on or do appropriate action.
I have found, that sometimes…HOURS later, my commands do actually seem to happen. I’ll randomly find the lights I tried to turn on do get turned on…only hours later. …sometimes.
A few more details on another log dump that may be more helpful.
Hub Name: “House Hub”
All these events are on 27 Oct and times are Central Time. Hub is connected via Ethernet. (same thing happens when using wifi):
11:12am: Hub unresponsive
11:12am: Hub power unplugged
11:15am: Hub Plugged back in
11:19am: devices tested and all work correctly
1:57pm: devices tested and all DO NOT WORK.
2:04pm: Dump Hub Log requested via Samsung account web site.
The following devices were tested at 11:57 (or shortly after)
-Gate Light ZEN72
-Porch Sconces ZEN32
-Porch Soffit ZEN72
-Porch Inside Lights ZEN72
-Front Porch Lights
-Side Porch Lights
-Office Zen72 Dimmer
If I click the “power” button in the ST app (iOS), i just get a spinning wheel. If I open up the actual device, where it shows the details like dimming % and other details and click the power button there, I get a spinning wheel and then get the popup error on my phone: A network or server error occurred. Try again later
After I did the dump hub log request, I clicked the “ping” button also in the st.com/advanced and I get the error: Error pinging hub “House Hub”. The hub may be offline
If I click the “reboot” button here, I too get the error Error rebooting hub “house hub”. The hub may be offline or already rebooting
Hub is displaying solid green LED the entire time. Hub has blinking ethernet lights showing network activity
Note: If I try to turn devices on and off via computer browser at my.st.com, it also does not work at 2pm. So this is not an issue with my phone or iOS. This is 100% a hub problem.
I have NOT added any devices in MONTHS. This hub worked flawlessly for months with no changes and suddenly started giving me these fits a few weeks ago. Also, at this same time, the hub started randomly rebooting itself.
To add to the puzzle…those devices that were not working at 1:57…30-60 minutes later, the lights did turn on/off as I “commanded” at 1:57. I didn’t click the device again after 1:57, but 30-60 mins later they did eventually turn on/off.
“The recent hub update may have effected device control for some users. A small hotfix (54.14) for v2 and v3 hubs is planned to begin releasing to users later this week…”
The issue has already been reported. Currently, the team is working on a problem related to the LAN driver. Once the release is done, we will need to see if it is still present or not. We will notify you as soon as we have more information.
