Me too. Ever since 58.x firmware came through, my V3 hub randomly went offline about every other week, LED turns red and it’s not responding altogether, needs a power cycle to recover. My first thought was it might be a hardware fault, so I purchased a brandnew V4 hub and migrated everything - and last night it did the same thing. The V4 is on 58.12 right now, the V3 is reset to factory and back in its box.
Also yes, battery consumption - particularly on Aeotec Zigbee door/window multisensor, has been ridiculous recently.
Hi, @Peter-M
Do you mean the Hub itself goes offline? In the case of @mlchelp, only devices went offline.
So, I’d like to check first the details of your hub, to do so, can you open support access to your account, please?
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
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.
Hi, thanks for replying. Yes, the whole hub goes offline, LED red, not responding on WLAN. Everything else on the same WLAN is perfectly fine in that situation, including smarthome devices. This has happened two or three times with the V3 hub, and now just last night the brandnew V4 replacement has done the same thing. It never happened in the two years I’ve been running the V3 hub with firmware earlier than 58.x.
Thanks for offering your assistance - Email address is a little different, just subtract ‘home’. Access is enabled now.
Since both your V3 and the new V4 show the exact same dropout, it’s very unlikely to be the hub firmware - otherwise many more people would report it. When two different hubs behave identically, the cause is almost always the network.
If you can, try running the hub via Ethernet instead of Wi-Fi. And in your router, give the hub a fixed/reserved IP address so it doesn’t disappear because of DHCP issues. Even if other devices seem fine, hubs are much more sensitive to Wi-Fi quirks.
It’s worth checking if @Andreas_Roedl’s suggestion improves the situation.
I just checked your account, and I see that you have a few devices, and the memory status of your Hub is marked as “OK”.
This means your issue is not related to any of those already reported.
If you continue having issues, please share the following next time the hub goes offline:
Take note of the date and time and share it with me, including your timezone. For example, Nov 10th 13:10 CST
I did request the hub logs earlier today, so far received none though. Will that be via email?
My router logged the hub being unresponsive at 1:27am this morning; no further connection attempt until when I power cycled it 7:32am. Other WiFi devices continued to work fine, the daily disconnect/reconnect of the external DSL happened at 4:23am, therefore unrelated to the hub incident.
Like I said,m the V3 hub has worked perfeclty - no reboot needed ever - until firmware 58 came through. Since then it happened often enough to make me suspect a hardware failure, but now the V4 crashing as well proves that theory wrong.
Hi, @Peter-M
The engineering team mentioned that they saw logs about the Hub losing connection with the ISP, which would explain why you see offline/online events.
However, the hub should recover and not remain offline and with the Red LED.
The instructions I shared before are for when the hub is currently connected to the network, so, the events seen there look normal because it’s after the incident.
There’s a way of getting the hub logs when it isn’t connected to the platform, so we need your help to:
The next time the hub goes offline and doesn’t come back by itself, take note of the date and time when it happened and share it with us
I am in Germany, where private households are regularly disconnected and reconnected every 24 hrs. The in-house networks remain active during this brief moment.
This happens for my DSL line in the early hours of the morning, and the SmartThings hub survives this procedure every time without complaint, without any sort of message or notification even.
Also, the time of day when the hubs - both the V3 and V4 - went offline and unresponsive never correlated with the ISP disconnect.
I shall have a suitable USB stick at hand for next time when the hub itself becomes unresponsive. Since these events are rare and random, and I have no way to actively trigger the situation, please be patient. I will return as soon as it happens again.
Just a quick update to show I’m still watching - My V4 hub never again dropped offline ever since my last post, and it has now updated to firmware 59.8. I did not return my V3 for exchange under warranty, so if need be that one also is still available to try things out.
Hi, @Peter-M
Thank you for the update. So, to investigate the issue with the V3 hub, you need to claim it again in your account and provide the hub logs after it goes offline as instructed here:
We also need the timestamp (date and time including your timezone) of when this happened to have a better reference.