to factory reset the hub:
- connect the hub to your network with an Ethernet cable (required)
- power off the hub and remove any batteries if there are any
- there is a reset slot on the back of the hub, press it in with a small pin
- continue pressing and reinsert the power cable
- wait about 30 seconds until you see a solid yellow led on the front of the hub and stop pressing the reset slot
now, depending on when the hub was last in use and claimed, you may need to go through additional steps to get it to connect. the troubleshooting guide can be found here: Troubleshooting SmartThings Hub 2018 and Aeotec Hub