Devices offline and online again

Devices & Integrations
2

Hi, @1nicemustang

Can you provide the following information to investigate this issue, please?

  1. Whenever your devices go offline, submit the hub logs as follows:
  1. In the Advanced Users app, enter the “Hubs” section
  2. Enter the corresponding Hub and click on “Dump Hub logs”
  3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
  4. You’ll get a green box at the top confirming the Hub logs were requested.
  1. 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
  2. Share the device’s names so we can find them in your account
  3. 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
  4. 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
  5. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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