Help with Setup SmartThings v2

General Discussion
21

What steps did you take when attempting the reset?

22

Ethernet plugged in
Pin in reset
Pull power plug with pin still in
Reinsert power plug with pin still in

I get a periodic red blue light flash while holding pin in. Never yellow. Iā€™ve tried many times over to try to see a yellow light.

23

Try it this way:

  • leave ethernet connected
  • Unplug power cord and remove batteries
  • insert pin into reset slot
  • plug power cord in while continuing pressing the pin in the slot
  • See if you get the solid yellow led and release pin from reset slot (full reset with solid yellow, flashing yellow is soft reset for network - you want the full reset)
  • Watch the led and wait at least 5 minutes or so
24

Kicking this one back up because I am having the exact same problem. I had a new (never registered/updated) v2 hub STH-ETH-250 as part of a home monitoring kit, and I can register the hub and get to a solid green light, but it wonā€™t update itself. The firmware revision is blank.

Anyway, Iā€™ve open a case with ST support, and theyā€™ve escalated. Iā€™ll post back if thereā€™s any favorable resolution. It would be nice if there was a way to manually update the firmware via USB stick or something like that.

1 Like
26

Yeah, I had read that further up in the thread, and my hopes arenā€™t high. I already bought used replacement hub for $10, which works fine. Iā€™d just like a definitive answer from support since I wasted so much time trying to get my ā€œold newā€ one working.

27

Any solution from Support, Tom? I managed to add a spare v2 hub to my home, and like yours other than itā€™s serial number, itā€™s not reporting a firmware version, Z-Wave DSK nor Matter SDK version under ā€˜Informationā€™, all of which are visible in the main v2 hub.

TIA

29

Thanks for your prompt reply. The hub is brand new out of the box from an OEM kit that had other SmartThing sensors (including a presence sensor) which was able to be added without issue, so I doubt a reset would help resolve it? The hub can be seen by the App but it canā€™t be part of a hub group as 2 x v2ā€™s canā€™t form a hub group. Therefore Iā€™m just getting it ready as a backup hub in case my main v2 hub fails. I plan to disconnect it but wanted to update the firmware first.

31

Whatā€™s the idea behind a reset and adding it again? Wouldnā€™t it be the same as adding it for the first time which I managed to do?

33

I am in the same boat. Having same issue.
I wish the firmware could be downloaded and updated manually.

35

if you are experiencing the firmware version showing as blank @nayelyz @Itati may be able to offer assistance

36

Hi, @Gurj_Singh

I can help you out, please open support access to your account:

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (ā‹®) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select ā€œUntil turned offā€, once the team finishes, weā€™ll let you know so you can disable it again.
1 Like
37

No, support gave up and said the hub is not usable. Unfortunately, there is no way to manually apply a firmware, which I believe is all these hubs in this state need.

39

A Support Partner thankfully sorted it out for me when I followed DMā€™d my details and allowed data access to my account as per the post above.

40

Hi, @undercover
Iā€™m guessing you contacted SmartThings Customer Support, right?
Iā€™ve seen that when you can connect the hub but the firmware version is blank, it should be able to update. In the case of the one from @Somebody, this process wasnā€™t executing properly and the engineering team corrected it.
However, I canā€™t see what the Customer Support team did to confirm there was no other option for yours. If you want, I can create a report to see if this is the same issue as @Somebodyā€™s.
For this, I need data access to your account, please:

  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM.
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (ā‹®) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select ā€œUntil turned offā€, once the team finishes, weā€™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
1 Like
41

Thank you @nayelyz. Iā€™ve enabled support and will DM you my ST email address as I believe itā€™s different than the one I use for the forum. I will also connect the troublesome hub to my network again - it would be nice to get this working!

42

@nayelyz, OK I feel stupid asking this, but how do I DM you? On other forums, thereā€™s usually an option when I click on your name or profile, and I donā€™t see that here.

43

Click on her picture to send a DM.

44

Out of curiosity what is the model number of your hub? I have the same issue with a brand new never used STH-ETH-250. I have a STH-ETH-200 that works, but I have used this hub for about 8 years.

45

When i do that, i get a bunch of profile stats, but i donā€™t see an option to dm. Same when i click on yours. Do you need certain permissions (or post count) to dm?

46

Mine is the STH-ETH-250 as well, also brand new and never used.