Hub Inactive - Support is Worthless


(Brad) #21

Your Hub should be functioning as expected again. This is only the 2nd example I have seen but we are investigating. It does seem to be an issue with server routing.


(MacTechGenius) #23

I noticed that the ST App device status has been lagging recently. If I turn on a light switch, it will take roughly 20 seconds for it to turn on and then another 20 seconds for the status to update. Z-Wave devices mainly have this issue.

I’m on the V2 Hub. Any tips on how to fix?


(Robertoleonardo) #24

I just deleted my account and made a new one. here’s hoping this is the only time i ever have to do this.


#25

I’m facing the same problem, my hub suddenly stopped functioning from the application and shown as inactive. however, the LED on the hub (V2) is green and from my network dashboard the hub is having an IP address and is communicating.

I opened a ticket and they said the issue “maybe” caused because my Samsung account from a region and my hub is from a different region and it is not being able to connect to the right region. the hub firmware version is 000.024.00020

Last thing support asked me to do, is to contact Samsung Account support and ask them to change my samsung account to US region and it “may work” without any promises.

I’m stuck with this since 13th of Feb and all my setup (motion, security) is not working.

Can you please help?


(jkp) #26

Try running a-wave repair. It may or may not help with your z-wave devices but worth a try.


(MacTechGenius) #27

Didn’t really help…will try again


(Brad) #28

You should be back in business.


#29

yes, it works now. thanks a million my home is back to life :slight_smile:


(Carlos Micheluzzi) #30

Good Morning, I’m having same issue as related above. Hub is offline since last tuesday evening and light is solid green. I did all the things I should at beggining, full power cycle, left 15 minutes off, changed cables and router ports. Nothing helped.

Like MOE’s stated, support only told me my hub is on a region not supported by ST. So, I’ve it online for the last 2 yrs almost and suddently it goes offline and the problem is because I’m not in a supported region? @Brad_ST, if you could take a look on it I really apreciate, it is linked with my samsung account - classic app.

Like everyone else, I would not like to do a factory reset and need to add everything back there.

Carlos.


(Hendre) #31

It took a week for Support to sort mine out, so hang in there and don’t reset your hub.


(Dave) #32

@Carlos_Micheluzzi

I suggest you remove your email address from your post and wait for Brad to contact you. You’re at risk of being spammed by exposing it like you have.


(Brad) #33

Hi Carlos,

Your hub should be working as expected again. Sorry about the delay!

Your hub was communicating with the incorrect server given it’s location so I corrected that on our end.


(Carlos Micheluzzi) #34

Thanks Brad. It is working fine now.