Error code 33-504

Devices & Integrations
104

Itati, I have created a dump log, please send me a DM so I can send you the file. Thank you in advance!

105

Hi @Tnewen

Thanks for the update — I totally understand your frustration.

Two key things here: the solid magenta light and the fact that you can’t get the logs are strong signs that the hub likely won’t be able to update.
Unfortunately, this isn’t something we can fix remotely. If you have the chance to return it, I honestly think that’s the best option right now.

I’m really sorry this has been such a frustrating experience, especially with the lack of support in AUS.

Let me know if I can help with anything else.

106

Hi @Keoni
Please send them to build@smartthings.com.

107

Thank you, email sent.

108

In United states. Reset the hub many times. Went into my router via ssh turned off UTP UDP 123 , still no go, Aeotec Smart Home Hub v3 (Im6001-v3p)
sn 3021673099

Erroe code 33-504

109

Hi @tommyz1052a
Could you please share the Hub logs with us by following the steps below?

  1. Insert Fat32-formatted USB drive to the USB slot on the back of the hub.
  2. Press and release the reset hole on the back of the hub.
  3. Hub LED will blink magenta while copying logs.
  4. After the Hub LED returns to normal from magenta blinking, extract the USB drive and connect it to a PC.
  5. File name will be “logdump_xxxx.tgz.enc”
  6. Leave a comment in this thread and we’ll send you a direct message (DM).
  7. Then send the package via direct message (DM) to our SmartThings support team.
    [/quote]
110

I was able to get it to work. I have a Asus router with mesh. Despite SSH shutting down UDP-123 , the device would not register / Update with the asus router ethernet adapter.

I even tested with Putty in windows, I use Merlin firmware for Asus, I suspect there is some sliver of UDP that my router uses for firmware update time that is not allowing the trick to work on ASUS.

In a last attempt I used 2 cell phones. One as a hotspot , other as registering device for Smarthings The hotspot phone needs a firewall app . I recommend Netguard.

Here are my steps below.

Setup hotspot via cell phone. Requires 2 cell phones , one as the hotspot for wifi, the other with the Smarthings app .

Installed NetGuard - no-root firewall: on the cellphone acting as hotspot, blocked UDP 123 (In advanced options)

Access Advanced Options:  Advanced Options". three dot menu"
Enable Filtering: Within the Advanced Options, enable the "Filter traffic" setting.

Factory reset with pin.

Connect Smarthings cell phone to Cell hotspot with firewall

Add device in Smarthings, Scanned label, choose Wifi setup,

Go through steps, sometimes it fails, actually it hung right before choosing the wifi SSID so try not to be discourage ( This also shows a likely fundamental bad coding)

when you start to see blue light on hub, and its downloading update thats a good sign. Took about 30 min total to update.

3 Likes
111

Hello,
I’ve been having the same issues with error code 33-504 after resetting multiple times along with some of the other suggestion. My serial number is 3021635227. Any help is greatly appreciated.

112

Hi, my smartthings hub v3 (Im6001-v3p), sn 3011406487 also can not update the firmware, I can do nothing with the hub now.

hub v3
hub v31638×884 45.8 KB

113

Hi @Bryan3

Have you already followed the steps mentioned in the main post?

114

@Itati I’m facing same issues here.
my serial number is 4021227630

115

Hi @automation_1

Have you already followed the steps mentioned in the main post?

116

@itati yes
i already tried all this

117

Hi @automation_1
Could you please share the Hub logs with us by following the steps below?

  1. Insert Fat32-formatted USB drive to the USB slot on the back of the hub.
  2. Press and release the reset hole on the back of the hub.
  3. Hub LED will blink magenta while copying logs.
  4. After the Hub LED returns to normal from magenta blinking, extract the USB drive and connect it to a PC.
  5. File name will be “logdump_xxxx.tgz.enc”
  6. Leave a comment in this thread and we’ll send you a direct message (DM).
  7. Then send the package via direct message (DM) to our SmartThings support team.
118

how to do this in the router setting . plan guide me

119

I’m having the same issue. S/N 3021724868

120

Hi @Derek121
Have you already followed the steps mentioned in the main post?

121

This also worked for me with an Asus router. Trying to block source and destination 123 port umd did nothing. Adding ntp.org to the url filter worked for me.

122

Can you help me?

123

Hi @Manuhp
Have you already followed the steps mentioned in the main post?