Hub v3 impossible to connect

Devices & Integrations
1

Hi,
I know it’s a recurrent post, but I couldn’t find any working answer. I bought a used Hub v3 and I’m trying to connect.
I reboot many times, both the hub and the modem/router.
In the app, it got stuck in connect step and then I received a 33-503 or 33-504 error.
I tried both ethernet or wifi. I could see the device in my router, it has a IP and MAC address (ethernet). I don’t have any blocked ports.
Unless I made resets in the wrong order, I’m not sure what else I can try.
Now LED are either red/green blinking or blue blinking.
Melanie

1 Like
2
3

Thanks, but I tried at least 3 times to reboot (factory-reset). I always get the same error after.

4

just to check…

  • leave the Ethernet cable connected
  • unplug the power cord
  • press the reset slot with a pin
  • plug the power cord back in while connecting to press the pin in the slot
  • wait for the led on the front of the hub to change to solid yellow at which point you release the pin from the reset slot

if that does not resolve the issue, you should reach out to Support to let them examine your hub

Tap on Menu in the app and select Contact us.

tagging @nayelyz @Itati

1 Like
5

If you encounter error 33-504, there are a few settings to check to make sure your hub is able to be setup:

6

Hi @melTr

Could you share with us the serial number, please? Were you able to successfully reset it? Did you contact customer support?

7

Hi, I have identical issue, but my Hub is brand new. I also tried different ISPs, routers, subnet configs (192.168.1.1, 192.168.50.1), wifi configs, port configs, wired/wireless options, cables, soft/full factory resets with cable attached/removed, but it always ends up with 33-504. Phone connects to the hub’s wifi, hub connects to the router and gets the IP assigned. The S/N is 4021284841.

8

Maybe this post could help you: Hub v3 Connectivity Issues.

If it doesn’t connect successfully, I recommend reaching out to customer support through any of the following paths:

From the ST 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

Through the SmartThings Web page

  1. Enter this page
  2. Select the topic that is more accurate for your case
  3. Follow the steps presented to submit your support request
9

Hi @Itati,
I tried at least 3 times the factory-reset and also the modem reset. The S/N is 3011058410.
I sent the error report through my phone, will see the answer soon I guess.
Mel

10

Hi @melTr
I sent a DM

11

Hi @d3viam
I sent a DM

12

Hi all,
I have the same issue.
I bought a new hub, and after trying several factory resets and following the guide on which ports to open on the router/modem, the error remains the same.
I tried both Wi-Fi and Ethernet, but the result is the same: an internet connection issue 33-504.
S/N 4021255060

13

Hi @Giuliano_Ferraioli
I sent you a DM with instructions that can help when you get the error codes of 503 or 504.

14

Same issue here. Just the same as Giuliano.

15

Hi all,

I had the same issue and reached out to support.

It turned out that there was a software version problem and support sent me a replacement hub.

The replacement hub connected fine.

So my advice is if you’ve followed all the othet recommended steps, reach out to support.