Since the newest firmware update hub V2 I’ve had 3 devices continue to go offline and then online eventually. They are Z-Wave devices (motion sensor, door window sensor, Z-Wave range extender.) and have worked fine up until the latest update. Is anyone else experiencing anything weird like this lately.?
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Hi, @1nicemustang
Can you provide the following information to investigate this issue, please?
- Whenever your devices go offline, submit the hub logs as follows:
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
- Take note of the approximate date and time and share it with us including your timezone and share it with us. For example, 16:00 GMT-6
- Share the device’s names so we can find them in your account
- Finally, provide support access to your account so we can see the device’s info like IDs, status, etc.
To do so, we need you to - Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
DM has been sent. Thank you for the quick response
I’m experiencing a similar issue after the latest hub firmware update (mine is Station Hub). In my case, several Zigbee devices have become offline, along with all of my Tasmota devices. While troubleshooting to see if the Tasmota driver was the cause, I deleted the driver and all 13 devices that were associated with it. Although I’ve reinstalled the driver and it shows as installed on the web (https://my.smartthings.com/), in the iPhone app it doesn’t appear, so I’m unable to reinstall the devices. Is anyone else having this problem or know how to fix it?
Same issue here. I have the station. Firmware updated a few days ago, and it’s basically useless now. Some devices show online, some show offline. Sometimes that changes for no reason. The devices that show online don’t work 75% of the time. I have noticed that if I try to turn a light off and it doesn’t work, sometimes I can change the brightness and then it starts letting me turn lights off again. Really wish there was an update fix for this already. My smart home has basically been dead in the water for a week now.
Yes, seeing something similar. ST staff here has given me the same request for hub logs but I haven’t sat down to pull and submit them yet.
Hi, @flsoto, @itsrickimrick
Can you collect the info I asked for above, please?
We have received another report for a Station Hub + Zigbee devices offline, specifically, so I’ll ask the team to check your case to see if they are related.
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@flsoto, About the Tasmota integration, that’s a Community LAN driver, correct? When you mention “in the iPhone app it doesn’t appear”, do you mean the device isn’t discovered when clicking on “Scan nearby”?
I suggest you try to discover it while listening to the driver logs to see if an error appears. To do so, you need to:
- You need to set up the ST CLI and run the command below:
smartthings edge:drivers:logcat
- The CLI will prompt you to select from which hub and driver you want to listen to events
- Then, try to discover the device. LAN drivers are started when the Hub is in discovery mode, so, you should see those events. You should see logs about device creation and initializing events for the capabilities
Thank you very much!
The issue regarding the Tasmota devices that work with the Tasmota Edge Drive ([ST Edge] •• Tasmota Edge •• for Sonoff, Tuya & many other ESP WiFi & HTTP devices - over 2000 Tasmota supported devices) is that the driver appears as installed on the hub (in the web application at my.smartthings.com) and in CLI, but I can’t see it on the iPhone, so I can’t re-add the devices I deleted yesterday when I was testing why they weren’t working, thinking it was the Edge drive.
I have already allowed access to my account and requested the “Dump Hub logs.” The email I use for the account is the same as the one on the forum.
Aah, I think you’re looging for it in the catalog, right? Only certified devices appear there; it doesn’t matter if you have a driver installed.
To discover any hub-connected device, select the “Scan nearby” option. This will put the Hub in discovery mode, so ensure the Tasmota device is also in this mode for it to be discovered.
Hahaha, it seems my English isn’t that good because I’m not able to explain myself well. Besides the problem with the Zigbee devices being offline, I also have an issue with the Edge drivers. According to the website, they are installed (images 1 and 2), but they don’t appear on my phone (image 3), even when I do a “Scan nearby”. Two days ago, I had them on my phone and I deleted them (the Edge drives), and now that I reinstalled them, they only appear on SmartThings. Add a little smartness to your things. and not on the phone. This means I can’t reinstall my devices that I deleted along with the Edge Drives.
Image 1
Image 2
Image 3
Sorry, I focused too much on the Edge driver appearing in the Advanced Users app but not in the app when you were referring to the device that the Tasmota driver discovers, right?
That’s why I mentioned you should open the driver logs. I can open a report if we see the discovery isn’t being completed.
So, please:
- Open the driver logs using the “logcat” command I mentioned
- Then, try to discover the device, copy the result logs in a file and share them with me at build@smartthings.com
- After this attempt, submit the hub logs as well so the team can compare both logs.
- Confirm the Hub with this issue is " ST-Station-S…o".
Yes, the Hub is a ST-Station
Hello, since 58.10 I have been having horrible issues with Zigbee devices. I lost control (network error), but somehow the connection path is still showing up in the app. I try re-pairing a device and it works, but I still can’t do anything with the devices. It’s various types of devices from different manufacturers. Zwave and cloud connected seems to be fine. Anyone else running into this?
A few users have reported the issue in the following thread: https://community.smartthings.com/t/aeotec-smart-home-hub-2-aeotec-smart-home-hub-2018-2015-model-hub-firmware-release-notes-0-58-10/305623/
Thank you, yes I saw that thread. It’s been closed. @nayelyz , anything you can help with here?
Tagging here as I’m having zigbee offline issues since the firmware update as well.
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Hi, @eicher_ian
Is this happening with your Aeotec Hub? Two others seem to be virtual Hubs in your account since they don’t have information about the hardware and firmware.
Also, there are 28 devices offline in your account, are they all expected to be online? This is to take the information from any of them for the report.
Just to confirm, they went offline but haven’t come back, right?
What’s the name of the one you reinstalled?
For the investigation, the engineering team needs the logs of the offline event or a no-response event to see the reason.
So, since the devices don’t seem to come online again, choose one where you get the network error and do the following:
- Send a command to it and take note of the date and time, and share it with us, including your timezone. For example: October 10th at 10:00 am GMT-6
- Then, submit the hub logs, so the engineering team can see what happens with that command.
- In the Advanced Users app, enter the “Hubs” section
- Enter the corresponding Hub and click on “Dump Hub logs”
- Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
- You’ll get a green box at the top confirming the Hub logs were requested.
Is this happening with your Aeotec Hub? Yes, it is
Also, there are 28 devices offline in your account, are they all expected to be online? This is to take the information from any of them for the report. No, there’s a few no longer being used that I’ve not removed in case I want to use them in the future. I’ve moved these to the “Not Used” room, assuming your team has this visibility.
Just to confirm, they went offline but haven’t come back, right? Yes, correct
What’s the name of the one you reinstalled? Patio Pump
Send a command to it and take note of the date and time, and share it with us, including your timezone. For example: October 10th at 10:00 am GMT-6 Patio Pump @ 9:39am pac and Stairs Light at 9:39am pac
Then, submit the hub logs, so the engineering team can see what happens with that command. Done @ 9:46am pac
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Hi, @eicher_ian
Checking the offline devices, I see that only 4 are Zigbee devices that are in use, the others are online, but are they also uncontrollable?
The other cases reported show all Zigbee devices drop offline/uncontrollable at once, I’m just trying to understand the whole behavior to know if issues could be related or not