Hub not acting as a hub

Devices & Integrations
1

I have a Samsung ET-WV525 and recently moved to a different location. Now the device will only connect as a wifi device and the hub function will not configure as a hub.

Now I can not connect the z-wave device without the hub function.

I have tried reset/reinstalling multiple times.

Any suggestions to get the z-wave to install?

2

Hi, @TedW
Do you mean before moving out, the hub worked correctly as a hub but then you deleted it from the account, then onboarded it again and now you can’t enable this feature?

We’ve seen reports of this before, but we haven’t received any feedback from the team that handles these hubs. So, we suggest you report this problem to Customer Support since:

  1. There are no Customer Support agents in this forum
  2. They can escalate the issue through a different tool that gets to the corresponding team’s backlog
  3. We need to provide more awareness about this issue happening to other users

You can do this from the SmartThings app:

  1. Open the SmartThings app
  2. Go to the menu tab at the bottom-right corner.
  3. On this page, select the option “contact us” and then go to “Error reports”
  4. Select the topic related to your issue and follow the steps to submit your support request
3

Thanks for the update.

Will call support

4

I have a SmartThings WiFi router (model ET-WV525). After a factory reset, it works fine as a Plume mesh router and the ‘SmartThings Wifi-Adaptive’ service is online. However, the integrated hub will not activate and does not appear in the Hubs section of the SmartThings Advanced Web App. This indicates it is failing to register with the SmartThings cloud. Can anyone confirm if hub activation for this model is no longer supported?

5

Hi, @Mark_Rembert
I moved your post to this one since it’s about the same issue.
Please, check my post above: