Need to factory reset?

General Discussion
1

Hi all,
I have been a bit stuck recently because I had problems with my Philips Hue system it messed up my SmartThings setup. I have paired the SmartThings Hub back to my Hue account but for some reason it is showing half of the devices either missing or offline so I am thinking maybe a whole need reset of the SmartThings Hub and start fresh again but it seems I would need the welcome code or some sort of code to add the SmarThings Hub back to my account but as I set this up about 5+ years ago now I no longer have the box or paperwork so I am stuck? I tried to ‘email’ support but I constantly get the emails returned like the mailbox doesn’t accept emails anymore.

2

DO not reset your smartthings hub. The SmartThings staff is still making changes to the new Edge driver for Hue. If anything, i’d try deleting your phlips hue hub from SmartThings and adding it again.

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3

Hi Jimmy,
Thank you for the reply. I have removed the link and paired it again twice but it still doesn’t seem to fix the problem. I have many devices showing offline for some reason.

4

try this community developed Edge driver: https://community.smartthings.com/t/st-edge-philips-hue-lan-beta-3rd-party-driver-not-st-native/249030/

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5

Hi jkp,

Thank you for the reply. I haven’t done anything and randomly some of these offline lights have came online without me doing anything but some are still offline. I have no idea what is going on.

6

That has been occurring for some folks using the ST native Edge driver. Here is the thread that shows the current issue with that driver: https://community.smartthings.com/t/uk-v2-hub-not-communicating-with-hue-devices-june-2023/264437/213

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7

Thanks jkp

How do I get this code needed to set up the Hub again should I need to reset it?

8

Click on the channel invitation in the first post. Sign in and enroll the driver to install on your hub. Remove the old integration for hue… choose scan near by under add device and press the button on your hue bridge. They provide more details in the first post.

You may face some of the same current issues with ST so it may or may not solve all the issues you are seeing so worth a shot.

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9

The Welcome Code for hubs was required for the first couple of generations, but it was just on a card in the box, and a lot of people lost it later. :disappointed_relieved:

If you don’t have yours, you need to take a photo of the label on the underside of the hub and write to smartthings support and ask them for their help. If you’re still using the same email address as when you set up the hub the first time it should be pretty straightforward. Otherwise, it may take a little longer.

Which email address were you using to try to contact support? I haven’t heard of anybody else saying their messages were bouncing. The current support page has a webform you use, not a direct email address :thinking:

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10

But to follow up - do NOT reset your hub :slight_smile:

You don’t need the welcome code at this time. Resetting will not resolve the issues you are having.

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11

Hi JDRoberts,

Thank you for the info. I am using a Hub V2 and no longer have the card as this was many years ago. I am using the same email address and when I went to the SmartThings website and clicked on to email support it said the email was support@smarthings.co.uk and when I email that I get it reutned by the mail demon.

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Thanks jkp,
I am holding off on a reset but I am curious to get this code should the need arise.

13

And some of the v2 hubs had the code imprinted on the battery compartment door on the inside.

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14

As @jkp said, you don’t need the welcome code right now, but for what it’s worth, the last I heard if you had lost it, support doesn’t give you the welcome code again. They just have the ability to reset the hub from their side without it once they are sure that you are the legitimate owner.

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15

Ah okay thank you

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16

Hi, @Chris.smart
Did you copy the email or use the one you wrote here? because it only has one “t” in “smartthings”, so that would make the email be rejected. The correct email is support@smartthings.co.uk

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17

About your issue with Hue

You’re only using the Hub-Connected integration, right? It is different from the one that appears on “Linked Services”.
Please provide the steps you follow to delete the integration and install it again.

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18

Hi nayelyz,
I did in fact typo and miss a T off but I followed the support link posted by JDRoberts and messaged support that way and they have already replied with the welcome code I need if I do ever reset my Hub.

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19

Hi nayelyz,

I originally set up my Hub many years ago and at the time I was able to pair two Hue Bridges to my SmartThings Hub so I had lights from both Bridges on my account. Last night I accidentally removed the connection between Hue and SmartThings which knocked my main Bridge lights off of SmartThings. Today I connected the Hue Bridge again by following the link process as I couldn’t find any other way to do it. When I signed into my Hue account and linked it the lights showed up on the SmartThings app again but many were showing offline. Since then most appear online and working normally again but it seems things are pretty temperamental currently.

20

Ok, the one where you log in to the Hue account is the Cloud-to-Cloud integration, but it should work correctly.
If you want to use the Hub integration which is used for local execution, you just need to unlink the Hue integration from “linked services” (make sure all devices get deleted).
Then, go to “add device” > Scan nearby (this puts the Hub in discovery mode and the Hue driver is pre-installed) > Then, click the connection button on the Hue bridge so it gets paired to the Hub and watch the process.
If you installed the custom integration (shared above) in your Hub as well, you need to be careful because both can try to connect to the Hue bridge and cause some issues.

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