Error code 33-504

Devices & Integrations
44

Hi @sbrosst
I sent you a DM

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@Itati, I have been trying to connect my hub. I have tried all the troubleshooting steps everyone else has. I am using ethernet and I can see it in my router with an IP. This thing just will not connect. What is a DM you are sending to everyone and I assume this fixes it. Why?
What do you do with the DM once you send it?

Thanks in advance for any help.

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DM is a direct message from one forum user to another.

47

Thanks jkp for the response.

@itati can you send me a DM? My Serial Number is 302170-03691

48

Here is my serial number also. Same issue. 3011062376

49

Same issue here, please help S/N 4021273509

50

Hello,
I just bought a smart hub IM6001-V3P22 and I have exactly the same problem as jeongjoonshin.

I spent yesterday evening doing resets, ethernet or wifi network…and at the end always this error 33-504
My S/N : 4021287164
Thank you

51

Hi @loulou_jo

I sent you a DM

52

I am experiencing the same issue with Error code 33-504 I have tried multiple times with different internet LAN networks, different Hubs (all bought at the same time), different accounts, via LAN or WiFi. With no Luck the HUB is being registered on the LAN and can be ping(ed) succesfully

53

Hi @60_Aldinga_Dr

I sent you a DM

54

All, there is a real obvious answer here and unless @Itati somehow has a cure, we arent going to get past it \until SmartThings fixes a really obvious and really easy problem.

These devices are pinging: fw-update2.smartthings.com
That FQDN resolves to the following IP addresses: 3.86.119.99; 34.200.5.134, 35.173.146.140, 52.205.6.197, 52.23.91.236

THE SSL CERTIFICATES ON THOSE IP ADDRESSES EXPIRED ON MARCH 2 2025.

Because the certificates have expired, your hub cannot make a secure connection, and will generate an error.

SMARTTHINGS, please update your certs.

55

SmartThings posted a thread on how to resolve the 33-504 error

56

They sure did. Seems like it would be easier to post that rather than DM everything. Also seems like something support should know as they have no idea. I spent hours on the phone with support to be told “its my network”.

2 Likes
57

Also their documentation isnt correct. It says to block source 123, but what you need to block is destination 123.
i.e. the hub is going to want to connect to pool.ntp.org on port 123. That is, its going to connect to port 123 at the destination of pool.ntp.org. The source is the local port, which is usually random

58

Having same issues. I don’t think my router has an option to block ports, only allow. @Itati serial 3011040354

59

Leve a comment in the link I posted above. They have staff monitoring it and will assist.

2 Likes
60

New Smart Things user here. I bought 3 x devices over the last 2 months and have spent hours trying to connect these devices to the internet for their first firmware update and it’s sending me crazy. Have tried opening up all rules on routers, different networks etc and can’t get any to work.

One in fact ended up dying from resetting it so many times.

61

Look at this topic.

Troubleshooting SmartThings Hub 2018 and Aeotec Hub

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@Itati No luck following the troubleshooting instructions on two different networks. Also unable to get the hub to dump a log. SN 3011292750. Model IM6001-V3P01. Please assist!

63

Did you look at the instructions posted in the Triubleshooting thread? The link is in the post directly above yours?