I’ve got other Wifi things that are working fine (3 LG, one Ecobee and another Govee over Wifi). I’ll look info the fixed IP address though.
Hi, @lanschi. Please, for future reference, whenever this happens again, take note on the date and time and share it with us including your timezone.
This is because:
- The hub logs contain several information, so, knowing the time of the event helps the engineering team find it easily
- It has happened in the past that the hub logs uploaded don’t include the events around of the time mentioned by the users. That generally happens when events are replaced fast because of chatty devices. So, we need to confirm the events you mentioned are included.
So, do you remember the time of when this happened to tell the team to check the new set of logs?
I checked and the support access to your account is disabled, can you enable it again, please?
Hi, @homeagain
If it keeps happening, please send the info below. Currently, each case is being reviewed individually.
The affected device is used to open my window blinds every morning, 30 minutes after sunrise. Therefore, I am unable to tell you an “exact” time when the device went offline.
However, based on the logs provided in SmartThings app, I can tell you when it last worked: Monday, November 17, 2025 at 07:47 AM (CET = GMT+1). The routine did not work on Tuesday, Wednesday and Thursday, with the device constantly remaining offline in SmartThings for 3 days (while it was online in Shelly Cloud, at least for most of the time).
Support access should be enabled now again.
Affected device: aeb39868-2f5c-41bb-9e7f-a4cf5089576e
Thanks- it seems to be working now.
Hi @nayelyz Did engineering have any ideas on the device network ID’s changing? I had this happen to a few more devices this week, and the only way to fix it is to delete the devices, factory reset the physical device, and join them again.
Obviously having to do that to several devices even somewhat regularly is very frustrating. AFAIK those ID’s should never change, so hopefully someone can come up with a root cause.
Thanks,
Chris
Hi @nayelyz is there any progress about this issue?
I have another hub, where we randomly discover some Matter devices going offline. I have just dumped the logs of this hub. Hub ID: da7c54ef-bced-4a1a-82a7-08182a0aa48f
The device that went offline this time is an Eve Energy device, which has gone offline somewhere between Dec 16, 2025 and Dec 17, 2025. Unfortunately, I have no detailed time stamp for you.
Over the last couple of weeks, we have randomly seen other devices of other brands going in the same system (e.g. Eve Energy, Shelly 1 Gen4, ELKO,…).
For your information: The affected device has been deleted manually from the system now, so you may notice that in the logs as well.
Another example of a device that went offline on Dec 10, 2025 and is still in the system is Device ID 325fd833-059c-4236-8c3e-eaf639e0ae0f.
Support access has been activated.
I am looking forward to your reply.
Additional information: Sometimes, one can still simply unpower Matter devices (like smart plugs) - and they will still appear online (by mistake) even hours or days afterwards. This is not always the case, but sometimes happens.
Hi, @lanschi
I’ll ping the engineering team about this again. Thank you for the extra info, I’ll add it to the report.
I have the same problem with Sonoff Matter Over Wifi. When I reset the wifi all devices back to work.
Hi, @gilclebson
Sorry for the delay, I was OOO, can you share the info mentioned in this post, please?
Hi, @Kaelaria
I moved your post to this most recent thread about Matter devices going offline, are you experiencing a similar issue?