Non-Battery devices went offline after FW update

Devices & Integrations
1

Hi. I got my beta update to my v3 hub. Fw 60.10. Hub D052A8B67AEC0001. I came home to all non battery devices offline. The only way I could get it to work again was to remove and add devices again. I don’t think this version likes my setup. I disabled beta on my hub, could you rollback me to public fw?

I enabled access to logs for dev team. Offline happened today 17th March.

2

Hi, @mikuslaw
I see 13 devices offline in your account. Does this mean you haven’t reinstalled all of them?
I ask so you can provide 2 or 3 device names (and keep them in that state, avoiding losing the original device ID) to open a report for the engineering team, so they can see if there are logs about the incident.
Also, the ones that you already recovered have been stable or they went offline again?

3

They went offline again after 2h. That is why you see them offline. Kitchen Workbench Lamp, Kitchen Stove Lamp are examples of problematic devices (ikea tradfri Lamp and socket).

Now I had to unplug them to turn them off for the night. I will test again in the morning.

Should I keep beta channel or public channel? Is there a chance it will rollback if I switch to public channel? Or it will stay on current beta even if a new one is available at some point?

Thank you for your help.

4

Hi, do you know if there is any chance to revive my hub so it doesn’t disconnect? I starts to become a bit problematic that lights in my kitchen don’t work. If we could get the old fw on my hub I’m guessing it would work again.

Is this post in correct subforum?

5

Hi, @mikuslaw
Sorry for the delay. I already created a report for the investigation and asked the team to remove your hub from the Beta group to see if the firmware can be rolled back.
However, it is important to know why this happened because this version will be available for the public at some point, and if the root cause isn’t found, the issue can come back.

6

Don’t worry you are very responsive. I appreciate it.

Of course. I see it is now on 60.11 (was on 60.10 yesterday). I will redo the offline devices and let you know. I assume it is either beta buil with more logging, or the public build with bumped version (to force an update?).

But if that is a build with fixes than we can see if it resolves the problem.

7

Kitchen Light Sink was readded today and seems to be still connected after 8h on 60.11.

8

Hi @mikuslaw
@nayelyz is OOO today, but I have an update from the team.
Our engineering team reviewed the information.It does appear that your Zigbee mesh network may be somewhat unstable, which could be a contributing factor. It’s possible that when the Zigbee channel was changed from 25 to 21, the announcement message did not propagate correctly, leaving some devices on the previous channel.

At this point, we recommend the following:

  • Avoid making additional Zigbee channel changes.
  • Rejoin your Zigbee routers to ensure they are connected on the correct channel.
  • Take steps to improve the overall strength and stability of your Zigbee mesh network.

After doing this, please let us know if the devices continue going offline.

9

Thanks for the update. Sure will do.

Just FYI the channel change was done after all my 220v devices went offline. It was not a trigger, just a way I tried to regain connectivity. All 220v devices went offline at the same time, even though 4 of them or more are close to the st hub. Before that day I didn’t have major connectivity issue and there was no major change in topology of the network.

Before I changed the channel, I tried to power cycle the devices and hub several times with no luck.

If the dev team suggests that I changed the channel when my network was unstable thus most devices stayed on the old channel, I think it is wishful thinking.

Nevertheless thank you for taking a look. If between 60.10 and 60.11 there are no changes in zigbee operation in fw, I believe you might still have the issue in the code, but I understand you may not have enough to reproduce.

10

Hi, @mikuslaw
So, based on your last comment (here), the devices didn’t go offline after the firmware update from 60.10 to 60.11, right?

The engineering team mentioned the issue with the channel because the logs showed the propagation issue, but the first events after the firmware update, which might have more information on why they went offline, were incomplete.
They also mentioned that from firmware 60.9 to 60.10, there were no changes for Zigbee that could explain this.
However, they will keep monitoring cases like this for future updates and if this happens again, we need your help to:

  1. Take note of the approximate timestamp and share it with us including your timezone
  2. 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.
11

Sure. It works on 60.11 since yesterday without issues. I reconnected everything and it looks good. In case of issues I will let you know and dump logs.