Hub V2 is not updating the firmware

Developer Programs Support
1

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.

Thank you

2

That setting is for device firmware updates and has no effect on hub firmware updates.

Tagging @nayelyz @Itati

1 Like
3

Then how can I update my hub to the latest firmware?
Is there manual download option?

4

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

1 Like
5

Thank you, will do.
I appreciate your guidance.

6

Hi @Gurj_Singh

Just checking—are you still experiencing the same error?

After reconnecting a Hub that has been offline for a long time, it’s normal for the update process to take some time.

Please let us know if the issue persists

7

Hi Itati: yes, still experiencing the same issue.

Firmware version still showing up as 000.028.00012

Thank you,

8

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.

Thank you

9

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?

1 Like
10

Hi Graham:

On
Samsung account page, I am not able to ping or reboot hub.
Trying to configure updates on advanced page throws this error:

Error changing Zigbee OTA updates to “Allow except lightbulbs”. 504 504 Gateway Time-out

504 Gateway Time-out

openresty

However I am able to access the hub using Samsung App from remote location using Cellular data, and it shows as Connected.

Thank you

11

And, the IP address is’t listed on the advanced page.

12

Hi @Gurj_Singh

Can you enable support access to your account so I can check its details, please?

  1. 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
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.
13

Hi Itati

Thank you for helping resolve the issue.
Hub did get the latest update, and working fine now.

Gurj

1 Like