Help with Setup SmartThings v2

General Discussion
48

I see it now! Either I missed it before, or the elevated trust level I just got gave me dm rights. Thanks!

49

Hi, @undercover

For the other cases where this was reported, the engineering team saw the hubs arenā€™t reaching the updater server.
So, they mentioned users should use these steps:

This should help to update your hub. Please let us know if you have any issues. Just as a heads-up. If you donā€™t see any option to do this on your router, you might have to connect the hub to another one from a friend/family member.

1 Like
50

Thank you for this information. Unfortunately, I didnā€™t have any success applying it. I was able to connect it to a router and block ntp (UDP port 123 as suggested). The issue is when I try the factory reset, I never get the yellow/amber light. It starts blue then magenta and will alternate between these two colors as long as I am holding the reset pin/button. Once I let go, the hub does go to a green light, and I can claim it and add it to my smartthings account, but it doesnā€™t function at all (I have a few other hubs that work fine). This hub shows ā€˜manual updateā€™ under settings ā†’ device firmware updates. If I switch it to ā€˜automatic updateā€™, it reverts back to ā€˜manual updateā€™ on its own.

1 Like
51

Device firmware updates is for devices connected to the hub so it is not applicable to hub firmware updates.

Soā€¦ just to check!

  • you are powering off the hub?
  • Removed any batteries if using?
  • Leaving the network cable connected?
  • Pressing a pin into the reset slot and then powering it on?
52

Correct on all counts. And, holding the pin at least 30 seconds. Iā€™ve tried over 60 seconds as well.

53

Hi, @undercover

Can you check if you get the Hub logs generated by following these steps, please?

  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. The file name will be ā€œlogdump_xxxx.tgz.encā€, send that to us at build@smartthings.com
54

Hi,

I have the same issue. I bought the STH-ETH-250 ages ago and just installed it. Shows up in may dash but does not show firmware version and I canā€™t change firmware update status or add any devices to the hub. When I turn it on I have a blue light that goes to green. I have enable the developer access per this post. Please let me know if you can help. I greatly appreciate any assistance.

Thanks.

55

Hi, @HM_Pho

For this case, after the engineering team investigated the other cases, they determined that following these steps could help:

  1. Locate the steps provided by your home network router manufacturer to access the Router Settings / Admin Interface.
  2. 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 source port as 123 and do not specify a destination port.
  3. Factory reset the SmartThings/Aeotec Hub.
  4. Go through the standard onboarding/hub claim process outlined in the hub documentation provided with the device.
    If you still have trouble claiming, please collect hub logs as outlined in the Troubleshooting section below before rebooting.
  5. Once the hub has successfully onboarded, remove the Access Control Rule created to block UDP Port 123. At this time, the hub should have updated its firmware to the latest supported version.

If blocking the NTP port is not functional, another option some users have had success with, is blocking URLs for your specific region within the Access Control or Parental Controls. Here is a guide to find your NTP server for your specific region.

1 Like
56

Hi @nayelyz ,

I tried the recommended steps but still have the same problem. The hub doesnā€™t update or have the ability to add devices. I have enabled support access to the data. Hopefully you can take a look an see if it can be fixed. Thanks.

57

Hi @nayelyz ,

I did some more troubleshooting and determined that my hub v2 wonā€™t go into hard reset mode (i.e. no yellow light) I tried multiple times and it just cycles from red to blank to blue to red if I keep the reset pressed. Any help would be great. Thanks.

58

Hi, @HM_Pho

Sorry for the delay.
The last description of the device not being able to reset properly could indicate its firmware is too old to be recovered.
Can you check if you get the Hub logs file by following the steps below, please?

  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. The file name will be ā€œlogdump_xxxx.tgz.encā€, send that to us at build@smartthings.com
59

Hi @nayelyz,

Tried to get the logs, but when I press the reset button the light goes red, then goes blue, not logs on USB Drive.

60

Hi, @HM_Pho
We saw a similar case in the past. Sadly, the team cannot investigate further without those logs.
For five years, there have been several changes in the whole infrastructure (you might have seen all the conversations about the migration from Groovy, thatā€™s only a part of what Iā€™m referring to).
Since this hub hasnā€™t been active during those changes, itā€™s trying to connect as it was possible over 5 years ago, some of the resources itā€™s trying to use no longer exist.
Wechecked, and hubs should at least have the firmware version number 30 and it would still struggle without the improvements that came after.
The other similar case reported version 14 so yours might have the same one.

61

Hi @nayelyz I am having same issue with no firmware on my newly registered v2 hub. Can you please assist?

62

Hi, @Austin_Powers

First, you need to see if following these steps helps:

  1. Locate the steps provided by your home network router manufacturer to access the Router Settings / Admin Interface.
  2. 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 source port as 123 and do not specify a destination port.
  3. Factory reset the SmartThings/Aeotec Hub.
  4. Go through the standard onboarding/hub claim process outlined in the hub documentation provided with the device.
    If you still have trouble claiming, please collect hub logs as outlined in the Troubleshooting section below before rebooting.
  5. Once the hub has successfully onboarded, remove the Access Control Rule created to block UDP Port 123. At this time, the hub should have updated its firmware to the latest supported version.

If blocking the NTP port is not functional, another option some users have had success with, is blocking URLs for your specific region within the Access Control or Parental Controls. Here is a guide to find your NTP server for your specific region.

If not, we need the hub logs to investigate the issue further. These are the steps to get them:

  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. The file name will be ā€œlogdump_xxxx.tgz.encā€, send that to us at build@smartthings.com
STH-ETH250 hub not found by 2024 Smartthings App
63

Thank you I will try to get those logs tonight. I am unable to block NTP port directly but I have already tried blocking NTP domains through parental controls. I also enabled Data Access in my.smarthings.com for debugging.

64

Hi @nayelyz unfortunately I am unable to get any logs from my hub. It never flashes magenta. Are you able to take a look at it in my.smartthings.com? Or is this hub bricked?

65

Hi, @Austin_Powers

I asked the team if they could see ones that I can collect on my side. Iā€™ll let you know, but if you canā€™t get the logs from the physical hub, it is already a bad sign. This is the last resource.

66

@nayelyz thank you for trying. I bought a new old stock V2 hub because I had read they were still fully supported so had no idea about this issue.

67

Hi, @Austin_Powers

So, the team didnā€™t find any logs from this device. V2 Hubs are still supported but only those that have received the corresponding firmware updates over the years. If they are brand new, it means they didnā€™t get them which leaves them trying to connect to the platform as it was a few years ago (around 5), meaning they cannot longer connect successfully to SmartThings.