Hi, I just got my replacement (used) hub connected a few days ago. Thanks for help @nayelyz and @Itati.
However, after several days, I am still unable to complete the replace hub (transfer connected devices) process. I am getting the message that the hub “needs a firmware update.” The update doesn’t seem to be happening. I have it on automatic firmware update. I also tried switching to manual, but I don’t see how to trigger a manual update.
SN 3010073495
This setting is for Device firmware updates… not hub firmware updates. There is no setting to enable/disable hub firmware updates.
What is the firmware version of your hub?
Thanks @jkp, I see a setting when I click on settings for the “new” hub, but maybe that setting doesn’t do anything. (Right now the hub is just an unconnected device until I can set it up as my replacement hub.)
Firmware v 000.036.00005
There is also an “app version”, whatever that is, which reads: 1.0.41-17
Did you go through the guide in the following thread at any point? Troubleshooting SmartThings Hub 2018 and Aeotec Hub
You may want to give that a try if you haven’t already in case you are experiencing the expired certificate. Otherwise Support staff will be online weekdays to assist.
Thanks @jkp, you are so helpful. I looked through that and the key instruction seems to be:
In your Router settings, navigate to Access Control Rules and create a rule to disable UDP port 123 (NTP). (What is NTP Wiki). Please be sure to set only the Destination port as 123.
However, when I tried to figure out how to do this on my eero router, I couldn’t find access control rules in my admin app. I did fine IPv4 reservations & port forwards (and firewall rules), but I think that is different. I searched on how to do this, and the Google AI response read:
You cannot disable the UDP port 123 (NTP) on an eero router because it is a fundamental part of its operation and is not exposed as a user-configurable option. NTP is essential for keeping devices on your network synchronized with the correct time, and the eero app does not have an option to block this port.
I tried to find a source document to authenticate the AI response, but none of the reference links supported this statement (nor did they contradict it).
(Also note I’ve got a v2 hub, which is the 2015 not 2018 model I believe.)
Correct but it was found the certificate issue is also occurring on the 2015 if it had not been connected for a period of time. The thread was created at a time when new hubs were not connecting and that is why it was labeled for only those.
Staff have been recommending to try it at a friends or family member whose home network has the ability to block the UDP NTP port.
Otherwise, staff will be available on weekdays. They will most likely request hub logs they can examine if it isn’t related to the expired certificate.
Could you please enable your account access so we can validate some details?
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
Hi @Wilson_Energy
Our engineering team was able to complete the firmware update on your Hub.
It has now been updated to the latest available version.
Could you please confirm if everything is working properly on your end?
Once we receive your confirmation, we’ll proceed to close the case.
Thank you!
Thank you! The transfer seems to have worked - I have now successfully replaced my hub. Whew, that took a lot of troubleshooting.
