Error code 33-504

Devices & Integrations
84

Hi @ksankar13

We’ve received the information and are currently reviewing it with the team. The reason you hadn’t received a response yet is that your messages came in outside of our working hours.

We understand how frustrating this can be, and we’ll follow up as soon as we have an update. Thanks again for your understanding.

85

@Itati I have the same issue. s/n 3011143343. Thank you for your assistance!

86

@Itati I have the same issue. I tried a reset many times. Although blocking NTP on my router.
Nothing helps. What can I do next.
S/N: 4021283758

87

@Itati I am getting the same 33-504 error when trying to connect the hub through ethernet.

EDIT: I actually got mine to update following the instructions in Troubleshooting SmartThings Hub 2018 and Aeotec Hub. However, in addition to just blocking port 123 UDP I had to block all traffic to any ntp.org addresses. On an ASUS router it was achieved this way.

Nimetön
Nimetön773×493 20.1 KB

After this I did a factory reset on my hub (IM6001-V3P22) and added it through SmartThings. The hub updated and got added to my home.

1 Like
88

Hi @matapan
Could you follow the instructions in the post below, please?

Let us know if you still experience issues after completing the steps.

89

Hi @Franky-JJ
Could you please send me the hub logs via DM by following the steps in the post linked below?

90

@Itati
I am unable to follow the instructions for closing the port used for accessing the ntp server, nor does my router have the means to exclude access to websites.

91

Hi, @matapan
Some users have had better success performing these steps at a friend’s or family member’s home, so it might be worth trying if possible.
Unfortunately, this is something we cannot fix remotely.
If these steps cannot be completed or are unsuccessful, it may be necessary to replace the hub by following the process and details shared at the end of that post.

Please let us know if you have any questions or need assistance with the process.

92

Hallo @Itati,
I’ve tried all the steps listed in the forum post several times.
Unfortunately, no results.
Attached is the dump file.
I hope the file can help to solve the problem.

(attachments)

logdump_20250606_191418.tgz.enc (68.6 KB)

1 Like
93

Hi Itati,

I’ve just purchased my Hub today but like many others, I’ve had a speed bump with the installing process as well.

I tried to hard reset multiple times and tried to connect from either via the wifi or Ethernet port but failed both times.

After each attempts on firmware update, it’ll be stuck at the 99% for several mins before telling me its failed with different error codes from -
33 - 503
33 - 504
07 - 003
To now just 0-0

I can see the hub has registered on my ST app but I cant really do anything else?

My SN for my unit is 5011001138

I’m currently using a google Wifi mesh so I’m unsure how to do the port block as it’s asking me where to forward the port which I get lost in this part.

Many thanks

94

Hi @Tnewen
Please follow the steps mentioned in the main post:

We’ll continue tracking your case in that main thread.
Let me know if the issue is resolved after following the steps.

95

Hi Itati still a no go for me. Unable to change anything in the router.

96

Unfortunately, this is something we cannot fix remotely. Some users have had better success performing these steps at a friend’s or family member’s home, so it might be worth trying if possible.
If these steps cannot be completed or are unsuccessful, it may be necessary to replace the hub by following the process and details shared at the end of that post.

Please let us know if you have any questions or need assistance with the process.