Just checking in. I am having all of a sudden a ton of issues with my mater smartbulbs from Light shade. They keep going offline frequently. Won’t reset correctly. Sometimes will let me add them turn them off once and then immediately go back into an offline state.
Two in particular I’ve had in the home for over a year with no issues until about 2 weeks ago when they went offline and have stayed that way. I did finally get to bring that back online tonight and they are staying this far.
Are their known issues w the newest release? Are others having similar issues?
I am on the older V3 hub. I did just replace my network router but it has been rock solid in every other regard.
Secondary question. Should I consider upgrading to one of the newer hubs? Would that improve my situation with matter devices?
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.
I’ve now tried to reply to supports email 3 times and it absolutely will not go through. I have turned on access to the hub as requested by support and also tried to include the screenshots
First, just to clarify, Customer Support and our team are different teams, and they follow a specific reporting process. If the email you received does not include a link that allows you to reply, you’ll need to open a new report directly from the SmartThings app. Please do not reply to the notification email, as it’s no-reply and does not receive responses.
Also, we reviewed your account but we still don’t have complete information. Here’s what we found:
Gold Floor Lamp (Zigbee – OSRAM):
The last offline event was on February 6. Unfortunately, the logs for that event are no longer available. You’ll need to try bringing the device back online, and if it goes offline again, please immediately send us the timestamp and hub logs so we can capture the event.
Change the reason for requesting hub logs if needed
Click on “Dump Hub Logs”
Confirm that the request is submitted
Note: If you have more than one Hub, the name of the one involved in the issue.
Master Lamp 1 (Matter):
We can see this device went offline today, February 11. We’ve pulled the hub logs in hopes that the relevant events are still there for analysis.
For the Matter devices, is only this device going offline, or are all your Matter devices going offline at the same time?
