I experienced similar issues with Matter-based devices over the last couple of weeks. In particular, I noticed problems especially with Matter-over-WiFi devices from Shelly (Shelly 1 Gen4), but sometimes also with smart plugs from Eve.
It seems that these devices randomly go offline - and online return after the devices have been completely restarted. Is it possible that these issues with Matter-based devices are related to the ones discussed in this thread?
Hi, @lanschi
I moved your post to another thread just in case itās different since weāre discussing a different protocol.
However, the information required is the same, can you provide it, please?:
- In the Advanced Users app, enter the āHubsā section
- Enter the corresponding Hub and click on āDump Hub logsā
- Confirm the process by clicking on āDump Hub logsā again in the pop-up.
- Youāll get a green box at the top confirming the Hub logs were requested.
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (ā®) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select āUntil turned offā, once the team finishes, weāll 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
Dear nayelyz,
thank you very much for your support.
I am ready to dump hub logs as soon as the problem happens again. Yet, from my experience, it may take quite a few days until it will happen again.
Knowing that the devices went offline during the last couple of days, would it help you to dump the hub logs already now - even though all devices are currently online (again)? Support access is already active since July.
The hub logs donāt last long, if you have few devices, they can last maybe 12 hours, but they get replaced by the logs of new events.
So, since a couple of days have passed, itās possible they arenāt there anymore.
When you submit them, the current hub logs are uploaded to a server where the engineering team can analyze them and have a larger expiration time, thatās why we need to submit the logs after the event weāre trying to troubleshoot, to avoid losing them.
One of the suspected devices went offline again today.
I do not know the exact time, but it must have happened in the last few hours (October 16th, probably between 6:00 AM and 6:00 PM, Timezone GMT+1). The deviceās name is āRaffstore runterā, and I just dumped the hub logs.
E-Mail address is the same as the one Iām registered with.
Iāve been seeing a lot of Matter devices go off-line for no apparent reason lately.
Iāve ruled out obvious things like poor connectivity, and rebooting the SmartThings hub fixes the issue every time. Itās happening with a number of devices, and not much has changed on my end.
I uploaded some hub logs, so Iām hoping someone could analyze them and see whatās happening. You can look for device id <REDACTED>-aa5b99e9fbd9
Thanks,
Chris
Hi, @ChristopherH. Welcome back to the SmartThings Community!
Please provide the info I mentioned above:
Hi @nayelyz. The data should be available, you can look for device id <REDACTED>-aa5b99e9fbd9 which went offline 10/15/2025 1:58PM PDT. Thanks!
Thank you, @ChristopherH and @lanschi for the information you provided.
I created a report for the engineering team regarding this matter. Once I hear from them, Iāll let you know.
Another information: As the devices are also connected to the Shelly Cloud, Shelly confirmed that the devices themselves are working normally.
They are sure that the problem is due to the fact that the hub does not update the alive packages (whatever that means).
Hi, @ChristopherH
The engineering team mentioned they checked your logs, and thereās no offline event registered for the mentioned device.
It seems the hub was rebooted and the devices became online after it finishes starting, so, they donāt see any offline event for the device.
Did you submit the hub logs right after the device went offline? Those logs are lost if you restart the hub.
Hi @nayelyz. The reboot is because it fixes the problem, everything comes back online after the reboot. Itās possible I didnāt send the logs prior to rebooting, in which case it sounds like the relevant logs would have been lost.
Iāll try to catch another device when it goes offline, itās just difficult to predict and get the exact timestamp. Generally by the time I notice a device is offline, itās because something isnāt working and I donāt know exactly when it went offline.
Is there any way to send an alert based on āDevice Healthā? When creating routines it lists the data types for all of the capabilities, EXCEPT for that 
UPDATE: I have an example of a Matter device going offline for seemingly no reason, and uploaded the hub logs. The device is <redacted>-9a0d-850afb2e1c0a and it would have gone offline somewhere between November 7th between11:00AM and 11:20AM PDT.
Thanks,
Chris
I understand, you can provide an approximate time range on when it happened.
Since the hub doesnāt have many devices, it is possible they donāt get lost after a few hours, just make sure you send them as soon as you notice the device going offline.
@nayelyz In a related concern, Iāve noticed a number of offline Matter devices, but upon closer inspection, their Network IDās are changing. Is that even supposed to be possible? All of the devices which are offline have different network IDās than I expect. It seems to be rampant across my devices, and pretty much none of my Matter devices are working correctly. No issues outside of the Matter network, though..
Chris
Hi @nayelyz AFAIK, what Iām seeing shouldnāt even be able to happen. If the network ID of a device changes, how would it ever be identified as the correct device by SmartThings? I have a whole bunch of devices which have network IDās that have changed, and they all are marked āofflineā.
I donāt have a clue what to do, there are a couple of devices which are still āonlineā and best I can tell their network IDās have not changed, but 95% of my Matter devices are no longer working, and it seems to coincide with the Network IDās having changed, which Iāve never seen, and like I said, I donāt think is supposed to even be possible. It defies logic.
Please let me know if thereās anything I can provide to help.
Thanks,
Chris
@nayelyz To provide some specific details if it helps, it looks like the device ID <redacted>-af58-3913f470dd30 network ID changed from <redacted>-4333C24C8AB3ADB3 to <redacted>-92801C6ED422209F.
The last update I see from the device was 11/4, and there are a handful of devices which appear to have this issue, all with the same last updated time, approx. Nov 4, 2025, 4:11 PM(PST).
Hope you can help shed some light on whatās happening. Thanks!
Chris
UPDATE: I literally just watched this happen to another device. Device ID <redacted>-9063-57f58c1a1276 went from network ID <redacted>-5B4AB9F706D74414 to <redacted>-4C155BD9A1EB36DD sometime in about the last 1 hour, and itās now offline. The devices last update was Nov 6, 2025, 10:29 PMPST.
I also uploaded hub logs in case itās useful.
Thanks
Chris
Hi, @ChristopherH
Thank you for the new information, I shared it with the engineering team. The changes in the Network ID is a great clue/detail.
Once I get their feedback, Iāll let you know.