Same email. Dumped hub logs.
starting last night around 10pm through this morning 7am and continuing. Central time
Check all zigbee devices. Currently only 1 active device showing offline but no zigbee devices can be controlled. Have rebooted hub via AWA and rebooted router. Same results.
I had to re-pair all my zigbee devices to ST to get them back online after being offline for consecutive days….
Unfortunately that didn’t work for me. I re-paired some devices, but that didn’t resolve the issue. I also have 100+ devices, so even if that did fix it, it’s really not an acceptable solution.
Agreed….I had around 40 and was not real happy about re-pairing them all.
Also had me buy a HA green and will begin transitioning away from ST. Only sign I could see of the issue was that ST updated the Zigbee switch driver around the time my issues started but I couldn’t get anything to work or stay online even trying MC’s drivers. So, I’ll begin my transition out of ST. Zigbee had been pretty solid for me over the last couple years on ST. This issue coupled with the clear signs of no future zwave support hit my threshold.
Hi, @peeps
Based on your comment, I’m guessing you don’t want to pursue the investigation opened with the engineering team, can you confirm, please?
@nayelyz I am not yet sure how long my transition will take or if I even will like HA setup. I imagine it will take me several months to fully transition my setup to match my ST functionality with the time I can alot to the project. It is also a possibility that I move 5 devices over this weekend and decide I hate it.
Please continue to pursue the opened investigation.
Any update? It’s now been about 7 weeks since my entire smart home environment broke from the update that Samsung pushed to my 2 year old station…
Hi, @itsrickimrick
The engineering team saw that the number of devices installed on your hub (100+) has a greater impact on the Hub’s performance since a new feature in the Station hub was enabled.
They’re still working on improvements for this, but that work will take a while to be released.
So, the immediate suggestion is for you to acquire another V3 or V4 hub to divide the installed devices among them and balance the network’s workload.
After this, check the performance on each hub.
We understand your frustration. It took us a while to provide this feedback because we exhausted every other possibility to help you in the best way.
I have no other hubs laying around to do this. Is Samsung going to provide me with another hub since they broke mine?
Unfortunately, the answer to that question is outside of our scope since we’re not related to any Customer Support service, supply chain, or distributor, and we can’t make any decision about this.
In that case, we suggest you contact the Customer Support team.
I understand that you can’t do anything about this, but I have to say this is a really poor way to treat customers.
Why should I spend money on another hub? Will Samsung just break the new one and make me buy a third one?
This is insane.
@nayelyz I am continuing to have the problem with about 7 leak/temp sensors falling offline, and then coming back online after a while (ranging from an hour to overnight). They are all Zigbee devices, although other Zigbee devices are unaffected. I have done the logdump for the event that occured this morning at about 10:20 am MST. Do you need me to DM you with more information?
It may be worth adding that this issue only started after I transitioned from a ST V2 hub to an Aeotec hub. Due to the shortage of new hubs, I purchased it used (and had to send it to Aeotec for a firmware upgrade).
Hoping this new “firmware” update doesn’t break things even further than we are.
Hi, @ClashingPlaids
Sorry for the delay.
The other issues reported with Zigbee devices going offline involved all of them dropping offline at the same time. The new firmware version should solve the issue seen in those other cases.
So, since it happens with only certain devices, please share their names, or if they are in the same room, the name of the room, please.
Also, please open support access to get the corresponding IDs to fulfill our report.
- 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
Hi, @ClashingPlaids
Thank you for the information you provided. I created the corresponding report for the engineering team, I’ll let you know once they provide their feedback.
Hi, @ClashingPlaids
The engineering team mentioned that the Leak sensors were going offline because they didn’t respond to the pings sent from the hub.
They noticed they are connected through these repeaters. Since they are online, we’re not sure why there’s an issue with the messages between the hub and the leak sensors:
| Number of Devices routed | Device name | Device ID |
|---|---|---|
| 4 | Front window | …-5e3ae392511a |
| 2 | Ceiling Fan | …-a7785363a465 |
| 2 | Banister | …-62a194d96939 |
So, the suggestion is to include more Zigbee routing devices between the Hub and the Leak sensors (sleepy devices) to help with the workload and see if the behavior improves.
Based on the logs observed, there doesn’t seem to be anything generally wrong with the Hub.