New hub v3 owner. When adding hub to app, it gets stuck on update page

I have a Netgear Orbi too, by the way, and it’s not working for me either. However, it seems that other people have different routers but are experiencing the same problem.

If you haven’t already, please make sure to contact SmartThings supportc so they can track the issues and help troubleshoot.

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I’m having the same issue as well (tried setup numerous times using iPhone XS and an old SE). If any openings for the beta firmware become available - I’m interested.

Hey all, we got a good build that our beta testers confirmed late on Friday that resolves the issue experienced by our testers that matches what has been reported in this thread. We will be having our release go/no-go meeting in the next couple of hours and likely be targeting a release of updated firmware for Thursday (I believe the plan for this one will be to announce in advance [today] on the community forums).

In order to receive the update, the hub will need to be online and talking to the servers. This could take the form of:

  1. If claimed, plugging the hub into ethernet until the update is completed. At that point if the hub was originally setup with Wi-Fi you should be able to move it and have it connect on next power on.
  2. In not claimed or if Wi-Fi is unavailable, going through the setup process again should allow the device to connect and download the latest updates.

Thank you all for your help in diagnosing this issue and your patience in waiting for a resolution. This particular issue required specific timing on startup (influenced by a confluence of factors) resulting in the failure that resulted in it not being hit by a majority of customers as well as anyone in our internal alpha/beta/rc test pools as well as QA testing. With info from the beta testers, we feel confident that we were able to isolate the root cause (and source of nondeterminism) and have the right fix for this issue.

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@posborne Thanks for the informative response! If Samsung’s smartphone division is this responsive to issues - I may migrate from iOS.

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I got hung up at 99%. I unplugged the hub and plugged it back in several times. I waited a few minutes each time and on the 3rd or so time, the light went green and I finished the setup. It works now. I am sure if I lose power it might not come back the first time. However it beats having to plug in to the network to get the update tomorrow.

Lance

@lgwennap Is the behavior any better after receiving the update today?

I think I have a fix, and it was to disable IPv6 on my router. I initially set it up as WiFi, but had the Ethernet cable connected during setup (as directed by support). It worked only if the Ethernet cable was plugged in. I ran into a similar issue configuring an Echo for my parents, and disabling IPv6 helped on that as well. I came home, disabled IPv6 on my router, disconnected the power and Ethernet on my Smartthings v3 hub, plugged it in without the Ethernet, and so far it is all working fine! I hope this helps someone!

Interesting, we do not support IPv6 at present but things should generally fall back to IPv4 so just having IPv6 enabled shouldn’t be a problem on its own. There may be something suspect with your router firmware or configuration if other devices also fail under the same conditions.

At my home, for instance, I have a DHCP V6 Server enabled on my pfsense router. Most devices do not even try to acquire a V6 address but one will be provided if requested. If the option on your router is disabling the DHCP (v4) server than it is not surprising that the hub and other devices might fail to get on the network.

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Fix seems to work for me - thanks to @posborne and co. - much appreciation!

DHCP on IPv4 works just fine. It is just interesting that I tried multiple times to no avail, but 1st time after disabling IPv6 it works perfectly. It could be something with AT&T routers, or it could be coincidence. It would be interesting to see if others have the same results.

AT&T routers are problematic - I have found that AT&T shunts a lot of features in their modems… in-turn that seems to break the enabled (allowed) features making the device perform erratically.

Before the firmware update my modem and router had IPv6 active while I experienced wi-fi connection issues during setup the wired setup always worked fine.

I had problems connecting wirelessly a few days ago with my new hub. Today I reset it again and installed the new version of the firmware and it now works fine. I didn’t make any changes to my ASUS router so the problem was definitely the old firmware. Thanks for the speedy firmware revision.

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I managed to get the “magic green light” although in the meanwhile I have replaced my MiFi router to an Ac1350 so I could create ethernet connection to the hub.

We’d be interested in hearing about more about the specific setup that didn’t work to see if there is anything we can do on our end to make the hub work well on as many networks as possible. As you can imagine, testing against every possible piece of networking equipment in various configurations is… basically impossible.

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Dear Paul,
I have to admit I did not try to activate my hub through WiFi after you updated the Firmware.
I got tired and bought a new 4G LTE Router which gave me ethernet connection possibility. I only have mobil network and my previous router only provided wireless connection (this why I bought V3 Hub)
Anyhow I CAN move to next step to move on with this journey.

Paul,

For what it’s worth, I will add my experiences/current state:

Ver 3/2018 hub currently offline for about 5 dys after I performed an IDE reboot. Hub is 2000 miles away in a second home. Hub had been hardwired successfully for a few weeks and then switched without issues to wifi (to strengthen zigbee network ) help ticket is outstanding.

Asus router with merlin software. My suspicion prior to reading this thread was loss of wifi connection to hub. I can still control a wifi camera at the residence so it is not an Internet or router wifi issue.

? Until I can have a friend power cycle the hub ( I will be adding a wifi power plug next trip out) does the hub need to be hardwired to the router for the firmware update ?

Thanks

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Hi @Madisonriver, I can’t say for sure why the hub did not come back online after the IDE reboot but I would guess that you ended up hitting the Wi-Fi issue after the reboot (the problem could be experienced intermittently). The symptoms definitely seem consistent. If that is the case, the latest update (0.24.22) would definitely be beneficial.

The hub should get the firmware update so long as it is able to connect to the network again. This might be as simple as rebooting and letting it connect to Wi-Fi again (if the problem is intermittent) or it may need to be hardwired if the problem is now being hit consistently. Green LED indicates that the hub is connected to the cloud and should be in a state where it can download and apply the update.

In addition to the fixes for the initial Wi-Fi connection this release also includes additional automated recovery steps that should increase overall reliability if something goes sideways; it’s no silver bullet but it is something that should increase reliability overall.

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Hey Paul,

Thanks a ton, appreciate the response. The house is outside of West Yellowstone, and I am in NY haha. So I have a friend who is going to stop by any day now and I instructed him to power cycle the hub – drink a beer – and I would let him know if he had to reconnect via Ethernet. And then drink a few more beers.

I did not add, in the initial setup, which I did hardwired NY – moved the hub (and router) to Montana after we closed on the place, and has been relatively trouble free except my learning experiences with mesh networking… I added a half dozen Iris plugs (both z and zigbee portions of those plugs) etc and was doing well until this reboot issue. And moved the hub > started using wifi , to eleviate possible zigbee interference with the router.

Happy New Year in advance,

Appreciate the follow through!

I will attempt to let you know how it goes if my friend gets to the home – been snowing a bit out west.