You can do driver logging using the ST CLI on your Linux/Windows/macOS computer using the command “smartthings edge:drivers:logcat” and selecting the appropriate driver. You can log all drivers using the “-a” parameter.
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Hi, @Alexhp11.
@h0ckeysk8er is correct, if you have a Windows PC, I recently posted further instructions here: ST support log files - #13 by nayelyz
Hi, @4455Monaco
So, you unplugged the devices, did you trigger an action in those devices? to see if they came back? if not, could you take one and re-install it and see if it stays responsive?
@nayelz – is it possible to talk. This is a much bigger issue that just two devices.
- None of my ~50 Zwave devices are on-line. Zigbee devices and a new matter device work just fine.
- As outlined in my previous messages, I have tried multiple times to exclude and re-add multiple zwave devices. The do not re-add. They get stuck indicating that status cannot be updated.
- I kept the two devices (Humidifier and Kitchen Bar Beam LED) completely unplugged for the last 5 days. The humidifier is a simple plug that I can easily access to exclude and re-add; however the LED light is hardwired, there is not a switch. I have to get into the crawlspace and disconnect a live wire. It is not simple or super safe.
- I tried re-adding other Zwave devices after the two that I unplugged, but they don’t complete.
@nayelyz - I plugged back in the Dehumidifier plug. It continues to function normally. It is a Zooz plug, but does use the Zwave driver; however, it has remained on-line during all of the issues with the other Zwave devices.
Sorry, but we can only use this channel or through email.
So, you unplugged the devices and the other ones didn’t come back. Did you try to control/trigger events in any of them to see if they updated their status to SmartThings?
If the answer is no, could you do that and send the hub logs again, please?
Share the following please:
- Name of the device that you are trying to control/trigger so we get that device ID
- Include what you tried to do, for example, turn on/off. I’ll ask the team to check the logs of that event.
- Take note of the time when you tried to perform this action including your timezone so the team can find the logs easily
I see only a few of your Z-Wave devices are online, so, the other ones might be offline due to the same reason, that’s why we need to pick one or two to get the logs and analyze why the device isn’t responding.
Overview of some of the Z-wave devices that are on-line are listed below. I have tried triggering each of these via the app and then dumped the logs.
- Kitchen Pendants:
- while it shows “on-line” in the web version, the devices cannot be controlled by the app.
- In the web version, if the light switch is on, it changes the status from Off-line to On-Line; If the light switch is Off, the device shows as Off-line however the device isn’t truly on-line.
- From the App, rather that on- or off-line, it shows as “connected”. when going into the device, none of the information (e.g. manufacturer, product type, …) is complete.
- The message “the device hasn’t updated all of its status information yet. Check again later”.
- this is a switch I have tested several times by excluding and re-adding, but the add doesn’t complete.
- when trying to turn the light on/off from the app the message “A network or server error occurred. Try again later”
-
Kitchen Lights: Same situation as Kitchen Pendants
-
Side Deck Lights:
- If the switch is ON, the app shows On-line; but when trying to turn the light on/off from the app the message “A network or server error occurred. Try again later”
- I have not tried to exclude/re-add this device over the last month of troubleshooting which is why it shows as on/off rather than ‘connected’.
- I have turned it on/off several times with the switch.
- Stairs Alcove LED
- This is hardwired without a switch, so while it is a Z-wave device it is a bit different than most of the other Z-wave devices.
- This device shows on-line and is working properly in the app
- Pan
- this also a hardwire LED light set up identical to the Stairs alcove LED, but is off-line and not working.
- We reset the power to the entire bank and reset each individual LED.
- Basement Humidifier
- this is actually a Zooz plug but uses the Z-wave driver
- When trying to turn on/off from the app, receive the message “A network or server error occurred. Try again later”
- Dining Room Lights Switch 2
- this is part of a 4 way switch.
- It shows on, but when triggering in the app to turn it off, the message “A network or server error occurred . Try again later” is shown
@nayelyz - I tried all of the actions listed in the previous email around 4:20pm PT on 12/16/2024
About this device, I see it’s using a custom driver and all the capabilities are empty, so, I don’t know if it’s in the right state because it shouldn’t show “connected” instead of the capabilities list in the detail view.
This one is using a SmartThings driver but there’s a message saying “ZWAVE_S2_FAILED”. I’ll ask the engineering team about this one
This one is in the same situation as “Kitchen Lights”
This one has a message of “ZWAVE_LEGACY_NON_SECURE” but I don’t think it’s affecting because the other devices working have the same.
Have you checked the Driver logs of this device to see if there’s an error when trying to process the command?
This also has “ZWAVE_S2_FAILED”
ok, I’ll see if the team can see those logs
This means the device supports Z-Wave Plus and S2 security but was not paired using the DSK from either the QR code or being entered manually. Those devices should be removed and re-added properly with the DSK.
For the Kitchen Pendants, I tried to download a different driver to test it out.
I don’t know how to check the Driver logs.
I continue to suspect that there is a backward compatibility issue. These Zwave devices have worked for years with no problems, then they all started to fail at one time. I suspect that ST had a new hub driver that causes the old devices to no longer respond correctly. I have tried excluding and re-adding several of the devices. They cannot complete the re-add process … all receive the message “the device hasn’t updated all of its status information yet. Check again later”.
The ST CLI can be run on a Linux/Windows/macOS computer and driver logging is started using the command “smartthings edge:drivers:logcat”.
That message means that the ST app presentation has capabilities to display that it expects to be populated by the driver. Sometimes certain values are populated at driver initialization and can be refresh by using a Routine to set the value. Driver logging will help you figure out which values aren’t being populated. The possibility is that the driver for the device expects to populate capabilities for the app, but the device doesn’t support that capability or is not responding properly.
All of the fields used to be complete … when trying to exclude and re-add they don’t fully populate because the status update does not complete
ok, so, first, you need to make sure you have a compatible driver for those devices. If they’re as Works With SmartThings (WWST), the corresponding driver will be installed in your hub if you don’t have a custom driver that could support them installed since they are preferred in the process.
You can enable the logcat (driver logs) to see the interaction of the device with the driver chosen to control it.
If you require further instructions here are some for Windows: ST support log files - #13 by nayelyz
You can also share the brand and models of those devices to search easily for their fingerprints in the ST drivers. For Kitchen Pendants, I see this model in the property: “001D-3201-0001” which is a concatenation of its fingerprint (manufacturer-Product Type ID-Product ID).
Taking another look at the device’s details, it seems the driver chosen for this device is just to see its fingerprint and other details but not to control it.
i ran into the same issue in the similar time frame. i also switched my router to an openwrt one, thought it was because of that. i revert the switch but still have the same issue. schlage locks go offline and online constantly. can not control any of my smart plug anymore.
After taking a few months break, I am back trying to tackle this problem. In short, my SmartThings devices where working perfectly for years with ~95 devices. Starting in Sept last year, devices started to fall off the network. None of the basics (reboots, excluding/re-adding, Zwave repairs, moving the hub closer, …). It is only impacting Zwave devices (Zigbee works fine). Initially when re-adding, the Zwave devices wouldn’t complete the update process, so they showed, but couldn’t be controlled. In your last message from Dec 2024, you indicated that one of the devices I shared with you that the selected driver could see its fingerprint but not control it. I didn’t change the drivers at all. I have continued to believe that there is some backward compatibility issue that started the problems. As I look through supported devices, I no longer see ZLINK switches listed. All the switches that have fallen off the network are ZLINK either ZL-WD-100 or ZL-WS-100. Is ZLINK no longer supported by SmartThings which means I would have to replace all my switches?
It would be helpful to know the mfg and model number of your ZLINK devices as well as what driver and profile are currently being selected. You can find this information in the Summary section for a device in the ST Advanced Web App. Take a screenshot of that section and post here.