Hub offline twice in the last 2 weeks

Devices & Integrations Connected Things
1

My hub has gone offline for approx. 15 minutes, twice, in the last 2 weeks.

After a great deal of jumping thru hoops of trying to call Samsung Support and then having to text them, I was finally able to get someone via Text only to have them tell me that the 1st time, it was a “known issue”, which was confirmed by the Facebook Smartthing Community having many members saying they had the same issue at the same time.

It happened again, yesterday, 04/22/26 and again I had to Text SmartThings Support. This time I was told it was a problem with my network. Again, that’s pure BS. My network is 100% fine and again, multiple users in Facebook reported their hubs offline again.

I requested they find a Root Cause for the issue. They said they would escalate. Today they responded and said that, “My hub appears to be online and if I believe multiple users are experiencing the same issue, I should post in the SmartThings Community as our Developers are active in the community”.

Well, yes, of course my hub is back online, TODAY!!!
So… if you had this issue yesterday or 2 weeks ago, feel free to chime in on the off chance that a SmartThings Developer actually sees it and decides to take notice.

I’m not overly optimistic.

2

Hi, @dsevern
Thank you for posting.
We saw some people posted about this yesterday but the event in their case lasted only 5 minutes according to them:

If it’s happening to you constantly, then, we can open a ticket for investigation.
I see yours is a V3 Hub. So, when the hub goes offline, can you follow these steps to get the hub logs?

  1. Insert Fat32-formatted USB drive to the USB slot on the back of the hub.
  2. Press and release the reset hole on the back of the hub.
  3. Hub LED will blink magenta while copying logs.
  4. After the Hub LED returns to normal from magenta blinking, extract the USB drive and connect it to a PC.
  5. File name will be “logdump_xxxx.tgz.enc”
  6. Please send it to build@smartthings.com

Since the hub is not connected to the Cloud, we cannot get the logs remotely.
Also, please take note of the date and time when it went offline so the engineering team has a time reference to look at the logs. Share it with us including your timezone like 13:31 CST

3

@dsevern. Do you remember the time when you experienced the last offline issue? This is to ask the engineering team if they know about something that could have affected you.

4

It was offline from 11:28am Eastern until 11:44am Eastern US time on 04/21/26

5

Just as a data point, I had several disconnects/re-connects of my V3 hub around 11:20ish ET on 4/22. The issue lasted about an hour with the hub staying reconnected by noonish. Haven’t had any issues since. Many users reported similar on the SmartThings subreddit around the same time frame.

6

Hi, @dsevern
Just to confirm, you meant April 22nd, right? As your first post mentioned the last issue was that day

7

Correction.

It was offline from 11:28am Eastern until 11:44am Eastern US time on Wednesday, 04/22/26

8

That was consistent with the wider outage that I and others experienced and reported.

9

Exactly.

Except Smartthings Support said it was MY issue and it was probably an issue with MY network and I should contact MY ISP!!!

BS!!!

10

Unfortunately it sounds like you lost on support rep roulette…it happens. It’s one of the reasons why contacting support for just about any company (their are a few exceptions that have outstanding support) is my obsolute last resort…:rofl: