Yes, the change wasn’t only to which server they connect to, there have been many modifications to the whole platform and there’s no way for the team to know what’s blocking the hub without the logs.
Just a note about this, this happened because the hub isn’t able to reset, if the reset is successful while the hub is connected to the platform, it gets deleted correctly.
This is good, @sd_mark.
Let’s see if they can do something for the hub.
I also shared your comment with my team because Customer Support answered correctly that the Welcome Code can be provided for V2 Hubs when users can’t find it anymore. We’ll see how we can provide more awareness for users, but it’s good you also mentioned that to the Customer Support team.
I heard back from SmartThings. The only new question from Tier 2 was did I try a reset without cycling power. That didn’t work either–never got a yellow LED.
Really frustrating that I have what is probably perfectly good hardware that SmartThings has chosen to abandon. Surely someone asked, when they were discussing pulling the plug, “what about the x thousand units that are not up to date or have never been registered?” How/why did they decide to just abandon these units without providing any way to bootstrap to current firmware? I have been dealt with lots of “dead” devices in the computer business and there has always been a way to resurrect them, even if it means connecting with a null modem cable and working in telnet.
We are having the same issue. When factory reset is done it changes to blue and then red, no yellow. This is a brand new sthnth250 which has never been used. Can you please advise?
i am not staff but that description is not what anyone wants to hear in regards to this particular hub. My advice - return it and get a refund for what you paid. This hub has not been manufactured in 8 or 9 years. Several things have changed in that time. if it is indeed unused then it would never have received the firmware update that it needs to function on the current platform. There is no method where it is able to receive the update at this point. Staff will have you collect hub logs and send them to confirm or possibly fix if the above is not the case. Good luck!
Hi, @rjvillaaa
It is hard to know what is wrong without the hub logs. Please try to get them by following these steps:
If they are not generated, the hub is likely beyond recovery. We’ve seen this in the past with V2 Hubs that have never been used because of what @jkp mentioned about the firmware updates needed.