Hello: how do I update my v2 hub.
It was offline for last 2 years, and shows Firmware version 000.028.00012 in App
I tried setting auto update to ON in iPhone App, and it always reverts back to manual update.
Also going to My.smartthings.com to set update to public or beta throws the following error:
Error changing Zigbee OTA updates to “Allow except lightbulbs”. 504 504 Gateway Time-out
504 Gateway Time-out
openresty
Even though my hub connects and is accessible via cellular connection.
You’re probably going to need ST support to get involved. I tagged them for you but they may not respond until Monday since it Friday evening now and they may not be available on the forums. You can also try reaching out to support through the app by tapping on Menu and select contact us > error reports and tell them about the current firmware of your hub
Also, the hub has been reset and left ON for almost 2 weeks now, and the indicator still shows solid blue.
If that means the hub is trying to connect to the server?
Is it trying to reach an obsolete address?
I’d also enabled remote troubleshooting, and tried uploading the logs.
I’m pretty sure that I’ve seen 28.12, which I think is several years old, being reported for reset hubs that turned out not to be properly connected to the ethernet and so had never completed their installation. Given that you are getting a solid blue light telling you that the hub is not connected to the backend servers I can’t see how the mobile app or web app can know what firmware your hub has unless it successfully connected some time previously and has now lost connection. What else is my.smartthings.com/advanced telling you? Does it show your hub having a valid IP address for example?
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, @Itati apparently I’m stuck in the same situation, my hub’s firmware is very old (000.025.00026) and the hub is failing to upgrade, I also enabled Account Data Access on my account and my smartthings email is the same as here. Will appreciate your help.
I reviewed your information and saw that it was added on 2025-06-27T11:21:26. It’s important to mention that after reconnecting a Hub that has been offline for a long time, it’s normal for the update process to take some time.
The update should have already been applied, but it hasn’t gone through yet. To help force the update, could you please assist by following these steps?
For these hubs, blocking NTP traffic during hub claim can allow the hub to connect to the hub firmware update server. This does require administrator access to your router and the ability to set Access Control Rules. The following steps outline how users with the necessary permissions and equipment access can proceed:
Locate the steps provided by your home network router manufacturer to access the Router Settings / Admin Interface.
In your Router settings, navigate to Access Control Rules and create a rule to disable UDP port 123 (NTP). (What is NTP Wiki). Please be sure to set only the source port as 123 and do not specify a destination port.
Factory reset the SmartThings/Aeotec Hub.
Go through the standard onboarding/hub claim process outlined in the hub documentation provided with the device.
If you still have trouble claiming, please collect hub logs as outlined in the Troubleshooting section below before rebooting.
Once the hub has successfully onboarded, remove the Access Control Rule created to block UDP Port 123. At this time, the hub should have updated its firmware to the latest supported version.
** If blocking the NTP port is not functional, another option some users have had success with, is blocking URLs for your specific region within the Access Control or Parental Controls. Here is a guide to find your NTP server for your specific region.