My hub does not support edge drivers?

Devices & Integrations
1

Good afternoon.

I’ve been using my ST Hub at home for about 4 years, and it works 100%.

I recently bought another ST Hub from the US to install in my office (which is next door to my house, but on a different internet network). I’ve tried installing my new hub several times, but the blue light stays on constantly on, and I can’t install any drivers. I’ve reset it about 10 times and even tried installing it on another account, over wi-fi or ethernet, but I can’t configure anything.

It’s detected, but I can’t add, edit, or update anything.

I see my hub in my location, but I always get the message when trying to add drivers: “BadRequestError: Hub (Hub) does not support edge drivers”. My Hub Firmware version isn’t shown even in Advanced Panel.

Any help?

@nayelyz

Thank You

2

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3

Hello, @LucianoBressanTOP

Can you share the model of your hub, please? I mean is it a V2 or V3

For both, we were asked by the engineering team to mention users they should follow the steps mentioned in this post: Troubleshooting SmartThings Hub 2018 and Aeotec Hub

Which I include here:

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:

  1. Locate the steps provided by your home network router manufacturer to access the Router Settings / Admin Interface.

  2. 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.

  3. Factory reset the SmartThings/Aeotec Hub.

  4. 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.

  5. 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.

4

Also, can you open support access to your account, 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.

See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

5

Thanks. I’m trying, but my router is blocked by the internet provider

6

Yes, it’s the same email.

7

ok, I see it’s a V3 hub, if your router doesn’t let you perform those steps, we suggest you try to do it in a friend/family house first.

8

Hi.

I’ve tried to do those steps in my house (i’ve another V3 hub working fine there) and couldn’t. Today, i’ll try in my friends house, wich is far away from my adress. If we can’t update, is there another way to make this Hub works?

This Hub wasn’t used for a long time (probably more than 4 years) according to the seller…

9

I Tried those steps in another place (and in another ethernet connection) but no one worked for me.

10

I made it, but my device keep always on the "registering your device - donwloading updates…” screen

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11

We can only check the hub logs to see if they match the expected error mentioned in the other Community thread. These are the steps to get them:

  1. Insert 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. Leave a comment in this thread and we’ll send you a direct message (DM).

  7. Then send the package to build@smartthings.com.

If it does and these steps don’t work, you need to go through the replacement process to see if it gets accepted. Based on your comments, it seems it is a second-hand Hub, right? I don’t know how that would be treated since we don’t have contact with this process.