No longer able to add devices

Devices & Integrations
1

I am suck, so I’m reaching out to all of to see if you might be able to help. I’ve been working with tech support for weeks and getting nowhere.

Background:

Been a user for about 10 years, not a developer by any means, but pretty proficient using the basic system

70ish devices, mostly dimmers, switches, buttons, and a few sensors.

2 Aeotec v3 hubs (software up to date)

Problematic devices that I can’t add - GE Enbrighten dimmer ZW3005, UltraPro dimmer ZW 3010, and UltraPro switch ZWA4011ULT (there are a lot of these operating successfully around the house currently).

Done all the normal things….exclude, reset, disconnect power (and air gapped), etc. To add, I’ve tried search, QR (on the devices with one), partner device (Tried GE, Jasco)…nothing will kick them into getting discovered.

Support tells me to do all the stuff I know how to do, or to send them the logs…and they can’t find anything.

I had this problem a year or so ago when I downloaded the edge driver most people use. For some reason, that made new devices undiscoverable. When I deleted that driver, I could add my 30 new devices in about an hour, so I never downloaded drivers after that.

I see new drivers in the hub that I did not add (I read other threads about this). I deleted them, tried to add the dimmers…nothing. The drivers (wemo, Sonos, JBL, etc) all showed back up.

I’m at a loss. Just finished the bathroom remodel and I can’t get the final bedroom/bathroom dimmers connected.

Anyone have any ideas?
Thanks in advance!

Jeff

2

Do you get any messages when you try to add the devices, like an error-code or something?

Have you looked at your hubs in the advanced web page and checked the hub memory and driver memory limits? You can find these at SmartThings. Add a little smartness to your things.

3

I just noticed that these are probably ZWave devices. Have you tried to Exclude them prior to adding them. I’ve had brand new factory devices that I’ve had to Exclude before I can include them in my environment. If you don’t, ST’s will just ignore them as they are already registered to another hub, probably for testing.

3 Likes
4

Sorry for the delay in getting answers back…had to move my in-laws into assisted living this weekend.

Yes, these are all ZWave. I exclude before I try to add anything (hub into exclusion mode>tsp the paddle>confirms device has been removed.

when I add the dimmer by searching, it just says “no devices found.” If I try to add as a ZWave GE dimmer under partner devices, it says “something went wrong” with an error code of 34-302. I looked this up a while ago and add threads seem to revolve around Wemo?

Additional info, hub is about 3 feet from these devices……….

5

I’ve removed all my GE devices as they kept going offline, but would work with routines.

You’ve tried all my tricks, hub close to the device, excluding, etc. You’re not really close to the device limit with just around 70 devices. These are the same devices that you already have installed, right? So, you should already have the edge driver, regardless it should add even if it doesn’t with a generic switch driver. I’m stumped at this point.

As far as those drivers you deleted, Wemo, Sonos, etc. I was told by the tech that these have no bearing on hub memory. Same thing happened to me when I was maxed out on drivers. I tried removing them and they just kept re-appearing.

When you are adding, does it give you the option of which hub to use. I see you have two hubs. Are either of they greyed out as not available?

6

Yes, a bulk of my current devices are the same as these new dimmers.

I don’t have a dedicated edge driver per se. All my dimmers are using the “Z-Wave switch” driver.

It does not give me the option of which hub to use. Both are active. In my troubleshooting, I tried removing one, and moving the main hub temporarily closer….but it did not make a difference.

My next step is to remove every device, do a factory reset, and start over but that is a pain setting up all my automations again.

7

It’s odd that it doesn’t prompt you for which hub to use when you try to add the device. I have 3 hubs, a V2, V3 and Station. All three show up when I try to add devices and my V3 is greyed out as it is marked as hard limit in the advanced web screen. When you try to add a device, does the hub blink green, showing that is in in include mode?

You could also try this link to a 3rd party edge driver for GE/Jasco devices. It’s the one that I used before I ended up removing the receptacles for their propensity to go offline and any time.

8

Thanks for the suggestion(s). I’ll try it first thing when I get home.

9

Hi, @jklancke

If the option above doesn’t work, I can ask the engineering team to check the hub and cloud logs to see if there’s an incoming request that isn’t being processed correctly. Did the Customer Support team ask you for the app logs only or the hub logs I mentioned?

They are sent following these instructions:

1. In the Advanced Users app, enter the “Hubs” section

2. Enter the corresponding Hub and click on “Dump Hub logs”

3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.

4. You’ll get a green box at the top confirming the Hub logs were requested.

For the team to investigate what happened during the discovery process with that device we need you to:

  1. Try to join the device again and note the date and time of the attempt, then share it with me, including your time zone. For example: Sept 15th at 13:00 GMT-6
  2. After it fails, submit your hub logs as I mentioned above. Since you have 2 hubs, let us know the name of the one where you tried to join the device.
  3. Also, open support access to your account to get the info about your hub:

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

10

Thanks all

I dumped the logs.

Support access is still open from the last tech support call.

Tried to join the GE ZW3005 dimmer by searching. Would not join around 11:35am PST on September 16.

Smartthings email is different. After the last issue, I tried resetting the hubs and used my wife’s email to test a new environment … which worked, so I just went with that. For the life of me, I can’t find a DM or message button to send the email address to you. Can you message me so I can reply?

11

Click on recipients user name, message.

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13

That’s what I mean, it is not an option for me?

14

The forum does not allow new members to send Direct Messages for a period of time. You would need to ask other members to message you first until it becomes available.

15

So, the plot thickens.

Took the second hub and did a full reset. Excluded the dimmer, as normal, the tried to add. Popped up in 2 seconds. So, it’s not a device issue, it’s a hub/driver/setting issue.

Tried to add it with the other hub….nothing.

16

Thank you for this extra information, I might have to confirm with you which hub is which but I’m guessing the one you factory reset has less devices than the other, right?

17

It was my secondary hub. I had the whole house running in one. When things would not add, I installed my second hub. Not sure if devices migrated to the second hub. Everything in the house still works using the main single hub currently.

18

No problem, @jklancke, then I will find it in your account.

Also, I sent you a DM so you can share with me the email you use to login to the SmartThings app, please.

19

Hi, @jklancke

I see you only have one hub installed in the account you shared. This means you uninstalled the backup hub, right?

The engineering team mentioned there were no logs uploaded to the server from this hub, they requested them, but it seems the events of the joining process were no longer there.

So, we need your help to replicate the issue joining the device, provide the new timestamp and submit the hub logs:

1. In the Advanced Users app, enter the “Hubs” section

2. Enter the corresponding Hub and click on “Dump Hub logs”

3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.

4. You’ll get a green box at the top confirming the Hub logs were requested.

20

Hi, @jklancke

I’m following up on this issue just in case you missed my last reply. Please, also let us know if it was solved or if you’re not interested in pursuing the investigation further, so the engineering team can close the ticket.