Factory reset SmartThiings Wifi Hubs (ET-WV525) - Cannot switch main hub

Devices & Integrations
1

I wanted to start from scratch and factory reset 3 ET-WV525 hubs. I can connect the original ‘main’ hub but I suspect the Zwave functionality is no longer working (zwave functionality shows up as false in my.smarrtthings.com device). Also, I couldn’t get Zwave exclusion to work or add new Zwave devices. So I had reset that hub and tried connecting one of the other 2 hubs to be used as the main hub and at least check if Zwave is still functional. However, I cannot connect either hubs (says connection not found).

I’ve read that I may need SmartThings to help ‘unclaim’ the hubs so that I can set this up from scratch again but I cannot confirm which is why I’m posting here.

What do I need to do to connect a different hub as a main when they used to be a sub hub?

2

Hi, @jdubs21
Other issues have been reported with this type of hub. Unfortunately, from our side, we haven’t received updates on the reports we created about them.
However, those seem different from yours because they are about:

  1. The hub gets connected but only as a repeater since the “Hub portion” cannot be enabled
  2. The hub gets discovered and starts getting configured, but at some point in this process, you get an error 36-302.

I suggest you contact the Customer Support team since there are no agents present in this forum from that team. To ask if this is actually due to them still being registered in your account, because, as I understand, if you factory reset them (and you don’t see them in your SmartThings Location - Also check my.smartthings.com/advanced), they shouldn’t remain in the platform.

To contact Customer Support from the app:

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Error reports”
  4. Select the topic related to your issue and follow the steps to submit your support request

Note: In the page where you need to describe the issue, leave the “Send app log” option enabled since this will send the app logs to the corresponding team.
This depends on the issue, but in general, you need to replicate the issue and immediately create this report to make sure the app logs contain the events of the issue.

Did you check their firmware version before resetting them? Most of the issues I mentioned are due to an old firmware version.