I need assistance getting firmware loaded on my Smartthings hub v2.
I can add it to my network and I can see it and its EUI and Serial #s, but the Firmware is blank. My understanding is that someone needs to connect to my device and update the firmware remotely.
I have followed previous recommendations to setup the hub to allow access, and just need someone to please help me with the firmware upgrade.
Thank you, I look forward to IM with someone shortly, I see that @Itati and @nayelyz have addressed this exact issue in the past and I have already prepared the Hub.
Eui # 24FD5B000001FAAE
Hi, @Salvatore_Cardella
We received your email as well, but I think that we can continue here in case this helps others.
So, we’ve seen this in the past, and something to confirm first is:
So, what you can do now is follow the steps below to see if the hub can update:
** 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.
IF that doesn’t work, try getting the logs from the hub. For this, you need to follow these steps:
Hi, this was a brand NEW (old stock) hub I bought on Ebay (package was not opened before I received it. I Tried going through your suggestions as per a previous thread I reviewed, but honestly I was not able to configure or see the options in my Asus Router.
My Router require NO blank fields, so I skipped this section and tried looking through the Parental Controls, but all that does is prevent me from connecting to the device completely
I added the Internal Port as the 123, was not sure if it was it or the external port, image is incorrect as I just added again.
Sorry, I had to redo things from earlier, but this is the config for now, I added Port 1234 for internal and external ports and also for UDP…
I get this message when trying to PING it, even though I can do so from a Command window..
And every time I try to ALLOW firmware upgrade it changes back to Don’t Allow…
I have tried bypassing my router, going through just a switch, turning off firewalls, all sorts of things and no luck. I am just stuck and frustrated…
I get this message when trying to PING it, even though I can do so from a Command window..
And every time I try to ALLOW firmware upgrade it changes back…
I understand, generally, we suggest them to go to a friends/family house where the configuration is easier, but it seems yours lets you restrict the port’s access.
So, the option left is checking if the hub logs can be generated through the USB port; if not, it means the Hub’s firmware is too old and without them, the engineering team can’t investigate further.
Couple of comments.
It is a UDP port you are trying to BLOCK. By all means block TCP as well, but you must block UDP.
The hub will be connecting from a random high numbered internal source port to an external destination port 123 on the NTP server. The reply will come from the external source port 123 to the internal destination port with the random number. It shouldn’t really matter which end you block and you can block each way separately if you want, but you must only have 123 at one end. If you have to have a specify a port for both ends see if you can use a wild card such as an asterisk (*) to match everything.
I have tried pretty much everything suggested including blocking UDP port 123 at the source of my IP 192.168.1.87 as well as the port forwarding and opening of ports 11111,9443, 443, 39500 & 37. Do I need something else open ? I tried turning off the firewall totally as well.
I cannot get the Dump Hub Log to work at all, no matter what I try via the hardware or the Smartthings web app.
Seems like I am connected, but cannot PING or Reboot form the Smartthings web app.
Wireshark Logs don’t show anything from Smartthings at the IP address of 192.168.1.87
My router logs show that Smartthings (192.168.1.87) has a connection established to the AMAZON Web Services site at IP 3.13.125.160:443, so I assume that was the Server running the Application with the firmware..
All mI can get is the Raw JSON log —
{
“deviceId”: “46b0cece-e609-40b3-b2ab-961a935cf869”,
“ownerId”: “4d29f332-5254-2865-4f85-fe2c88eb3177”,
“name”: “SmartThings v2 Hub”,
“label”: “My home Hub”,
“deviceManufacturerCode”: “SAMSUNG”,
“manufacturerName”: “SmartThingsCommunity”,
“deviceModel”: “V2_HUB”,
“presentationId”: “65118a4f-bd52-38ea-b631-606f63396c7c”,
“locationId”: “b0914b81-f612-410f-8981-4b5205c54b3b”,
“roomId”: “b4e53771-7249-4404-8fd8-b3fbcd4c331d”,
“sharedLocations”: ,
“components”: [
{
“id”: “main”,
“label”: “main”,
“capabilities”: [
{
“id”: “bridge”,
“version”: 1,
“optional”: false
}
],
“categories”: [
{
“name”: “Hub”,
“categoryType”: “manufacturer”
}
],
“optional”: false
}
],
“createTime”: “2025-10-02T11:20:31.123Z”,
“profile”: {
“id”: “64fd3327-ca57-3ae8-a66b-a10313824c15”
},
“hub”: {
“hubEui”: “24FD5B000001FAAE”,
“firmwareVersion”: “”,
“hubDrivers”: ,
“hubData”: {
“serialNumber”: “3010124550”,
“zwaveS2”: false,
“hardwareType”: “V2_HUB”,
“hardwareId”: “000F”,
“zigbeeFirmware”: “2.1.6”,
“zigbee3”: false,
“zigbeeOta”: “DISABLED”,
“otaEnable”: “false”,
“zigbeeUnsecureRejoin”: true,
“zigbeeRequiresExternalHardware”: false,
“threadRequiresExternalHardware”: false,
“zigbeeManualFirmwareUpdateSupported”: false,
“matterRendezvousHedgeSupported”: false,
“zigbeeChannel”: “15”,
“zigbeePanId”: “2459”,
“zigbeeEui”: “24FD5B000001FAAE”,
“zigbeeNodeID”: “0000”,
“zwaveNodeID”: “01”,
“zwaveHomeID”: “E7966126”,
“zwaveSucID”: “00”,
“zwaveVersion”: “3.83”,
“zwaveRegion”: “US”,
“macAddress”: “24:FD:5B:01:FA:A8”,
“localIP”: “192.168.1.87”,
“zigbeeRadioFunctional”: false,
“zwaveRadioFunctional”: false,
“zigbeeRadioEnabled”: false,
“zwaveRadioEnabled”: false,
“zigbeeRadioDetected”: false,
“zwaveRadioDetected”: false,
“enrollmentChannel”: “PUBLIC”
}
},
“type”: “HUB”,
“vid”: “65118a4f-bd52-38ea-b631-606f63396c7c”,
“mnmn”: “SmartThingsCommunity”,
“ocfDeviceType”: “x.com.st.d.hub”,
“restrictionTier”: 0,
“allowed”: null,
“executionContext”: “CLOUD”,
“relationships”:
}
Can’t someone connect to my device with some tool to force a firmware update or access some special diagnostic for the unit if I open up a Team Viewer Session???
Hi, @Salvatore_Cardella
I mentioned this case to the engineering team, and they’ll investigate if something can be done for the device.
Once I get more information, I’ll let you know.
I really appreciate it, as I mentioned this was a BRAND NEW unopened Box, I even had to take the plastic off of the Batteries. Would be a shame to just throw it away. Any help in resolving it would be greatly appreciated. It seems like although I can access it and Ping its IP address, I never see any traffic from it on my Asus Router. So its like it can’t broadcast or receive but yet I can clearly see it in the SmartThings app if that helps the diagnostics for your engineers. THANK YOU once again !
Just double checking to see if there is any additional feedback from the Smartthings Engineering team to resolve this issue.
Hi, @Salvatore_Cardella
Is the Hub still connected? The engineering team doesn’t see any logs about the hub trying to update since September 26th.
They checked the Cloud logs and saw the Hub reported it has firmware version 014.00014.
Also, they saw that the hub isn’t downloading the corresponding files for the incremental update. Unfortunately, without the local hub logs, there’s nothing else we can do to understand if there’s an alternative to make the hub update.
