My system has been rock solid for many years but yesterday it lost it. About 8 of my devices are randomly turning on and one off at random times. These are a mix of smart bulbs and switches, my best guess is these are all Z-wave.
Rebooted my router and hub, no luck. I have 50-60 items in my system, but only the same set are triggered. If I had to guess I’d say it’s a gen. 2 hub. Only solution I’ve found is unplug the hub. All the stuff controlled by my AZ Echo works fine. Connected to 1.5G Xfinity home gateway.
I’ve had a similar problem for a few years now: Z-Wave light - switches turning on in a random fashion. I’ve tried all the usual stuff to prevent it, rebooting the hub, resetting the devices and rejoining them, removing power etc. No automatic routines (other than making sure they are turned off once a day), no Alexa hunces ever at play.
No other Z-Wave or Zigbee - devices behaves this way.
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.
Thanks @matt832
We really appreciate you enabling support access and uploading the logs!
The only problem is that with so many devices and events, it’s almost impossible for the engineering team to know which one is misbehaving unless we have a clear reference point. Without that, everything just looks like normal activity in the logs.
Could you share just one specific example?
The name of one device that behaved unexpectedly
The exact time and timezone when it turned on/off
Just one concrete example is enough for now. Once they find a pattern, they’ll be able to check other events more easily.
2 incidents for a single device the last <48 hrs. Logs dumped. Account access granted and account id DM’ed.
EDIT: I made a routine to notify me when random switching (of a prone device) occurs. It didn run as the device turned on this morning (as per the app log) though, something that in itself might be of interest?
(The device is in a remote location so unless I happen to see that lights are on using a surveillance camera before a daily routine runs to switch off all lights, I had to make a routine to get notified)
Just to clarify, when you mention “headers,” could you let us know exactly what you’re referring to? We haven’t received any information on our end via email.
If you submitted something through the SmartThings app (like a report or support request), that goes to Customer Support, not to our engineering team, and we don’t have access to those submissions.
Also, it’s important to note that we specifically need the Hub logs, not the mobile app logs. The Hub logs contain the technical details our engineers need to investigate the issue.
Please follow the steps outlined above to collect and submit the Hub logs. Let us know if you need help with that process!
Thanks for the detailed update and for granting account access!
Just a quick note, for the engineering team to properly analyze the issue, we’ll need Hub logs that clearly match the device behavior you’re referring to.
Please follow the steps outlined above to collect and submit the Hub logs. Let us know if you need help with that process!
I send a number of log requests from the website as outlined, clicking “Dump Hub Logs” after noting device and time in the displayed text box displaying my email address. Is this incorrect?
I’ve taken to unplugging the hub when I go to bed as lights going on and off all night and day is problematic. If I had some estimate of the time your team might need access I’d make sure it was powered on.
Note: If you have more than one Hub, please tell us the name of the one involved in the issue.