Hub V2 is not updating the firmware

[nayelyz (SmartThings Developer Support)]

Hi, @m4084218721
This issue generally happens when the hub is brand new or has been disconnected for a long time (before 2018).

To check if the hub can still be recovered, you must try to retrieve the hub logs directly through the USB port:

1. Insert a 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. Then send the package to us at build@smartthings.com

If they can’t be generated, the engineering team can’t check how they can help the hub to connect.

The other option is blocking the NTP port as instructed here:

Troubleshooting SmartThings Hub 2018 and Aeotec Hub

Use this guide for troubleshooting help with onboarding your Hub. We also include Hub replacement information if necessary. Overview When encountering the 33-504 error while claiming a SmartThings Hub 2018 (IM6001-V3P) or an Aeotec SmartThings Hub, the following root causes may apply: Your hub cannot access the internet over Ethernet or Wi-Fi connections Hubs manufactured before April 2024 may not have received firmware updates after production. If a Hub has not been claimed by March 2, 2025, it may not have been updated before purchase or activation. The following steps could be attempted to claim your hub successfully. Verify Internet Connectivity: Please verify the following: Your hub can connect to the internet If claiming over Ethernet, the LAN is internet-connected If claimin…

Also, there’s a user who shared these steps, which helped him recover his V2 Hub in case it helps:

Hub V2 is not updating the firmware