PGC410EU SmartThings arrival sensor cannot be added to Aeotec or Home Hub 2 Hubs

[Jeff_Gallagher]

Hi All. Hoping somebody will have a solution for me.

I have recently purchased a Aeotec smart home hub 2 and I’m in the process of moving all my devices from my two existing Hubs, (a SmartThings V3 and a Aeotec V3) hub. I’ve migrated my main Hub to the HH2 which worked fairly seamlessly. However I’m now manually moving the rest of my devices off my SmartThings V3 to the new HH2.

I have deleted my PGC410EU SmartThings arrival sensor reset it and tried to add it to the new hub, but it couldn’t find it.

Thinking user error, I added it back to the original V3 worked seamlessly. Checked all the Drivers on the V3 hub and they are all matching. And I have the community Zigbee Thing driver installed so should be OK.

Trying to rule out other issues like Memory, no of devices etc. I setup the Aeotec V3 hub again, and Tried to add the Arrival sensor to that. But again it won’t connect.

I also have a PGC410 version of the arrival sensor, same issue on both of the Aeotec Hubs. I can only get them to work with the original ST V3.

I’ve only 3 devices left to move off and I can finally have everything working on 1 local hub.

Any assistance or suggestions are very welcome

[TheHundredthIdiot]

I have 2 of these that I mistakenly unpaired from a v2 hub post edge - never been able to repair them despite lots of trying. Gave up eventually but still try occasionally… to date without success

The one I kept paired that migrated to edge still works without issue though

Would love a resolution

[Jeff_Gallagher]

@nayelyz have you any suggestions. I’ve 3 of these devices and all have the same issue. cannot get them to pair except to the Original Hub

[Andreas_Roedl]

You could paste the Raw JSON of the device here for those interested.

[orangebucket (Graham)]

Are the problematic hubs using the same Zigbee channel as the ones that work? Those devices date from a time when it wasn’t unusual for only a limited selection of channels to be usable with certain devices.

[nayelyz (SmartThings Developer Support)]

@Jeff_Gallagher

@nayelyz have you any suggestions. I’ve 3 of these devices and all have the same issue. cannot get them to pair except to the Original Hub

Generally, when a device can’t be paired, we need to check the following:

1. Make sure there’s a driver installed on your Hub (if the device isn’t WWST certified)
2. The device was properly reset and has enough battery to “announce” itself correctly
3. There are no interferences

If there are no obvious issues, we need to open an investigation for the engineering team to see what’s going on during the onboarding process. Perhaps the device isn’t announcing its fingerprints or Zigbee clusters correctly, causing it to fail.
So, after checking what @orangebucket mentioned, I think you’ve covered the possible root causes.
In that case, we need you to follow these steps:

1. Try to install the device again, but take note of the date and time 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.

3. Open support access:

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

[Jeff_Gallagher]

ffs Presence Sensor

{
  "deviceId": "e7c6f65a-4f8b-4d11-8ac1-1bf7f1f5ef20",
  "ownerId": "57a3dbb9-6a1d-c221-d98e-ece02ed90020",
  "name": "smartthings-arrival-sensor-v1",
  "label": "Jeffs Presence Sensor",
  "deviceManufacturerCode": "SmartThings",
  "manufacturerName": "SmartThingsCommunity",
  "deviceModel": "PGC410EU",
  "presentationId": "19a84672-c706-3c40-8c2a-fbbe3cebc73b",
  "locationId": "79ad7a08-250c-47ec-947a-ab0b1b8c638b",
  "roomId": "5fa714e1-39e5-425a-b59e-9ef47b79502d",
  "components": [
    {
      "id": "main",
      "label": "main",
      "capabilities": [
        {
          "id": "presenceSensor",
          "version": 1,
          "optional": false,
          "status": {
            "presence": {
              "value": "not present",
              "timestamp": "2025-11-29T10:23:06.459Z"
            }
          }
        },
        {
          "id": "tone",
          "version": 1,
          "optional": false,
          "status": {}
        },
        {
          "id": "battery",
          "version": 1,
          "optional": false,
          "status": {
            "quantity": {
              "value": null
            },
            "battery": {
              "value": 75,
              "unit": "%",
              "timestamp": "2025-11-29T09:28:29.375Z"
            },
            "type": {
              "value": null
            }
          }
        },
        {
          "id": "firmwareUpdate",
          "version": 1,
          "optional": false,
          "status": {
            "lastUpdateStatusReason": {
              "value": null
            },
            "imageTransferProgress": {
              "value": null
            },
            "availableVersion": {
              "value": null
            },
            "lastUpdateStatus": {
              "value": null
            },
            "supportedCommands": {
              "value": null
            },
            "state": {
              "value": null
            },
            "estimatedTimeRemaining": {
              "value": null
            },
            "updateAvailable": {
              "value": null
            },
            "currentVersion": {
              "value": null
            },
            "lastUpdateTime": {
              "value": null
            },
            "supportsProgressReports": {
              "value": null
            }
          }
        },
        {
          "id": "refresh",
          "version": 1,
          "optional": false,
          "status": {}
        }
      ],
      "categories": [
        {
          "name": "PresenceSensor",
          "categoryType": "manufacturer"
        }
      ],
      "optional": false
    }
  ],
  "createTime": "2025-11-28T13:06:02.070Z",
  "healthState": {
    "state": "ONLINE",
    "lastUpdatedDate": "2025-11-28T13:06:19.522Z"
  },
  "parentDeviceId": "375659e1-d622-46ca-9551-7e3b2157d8a6",
  "profile": {
    "id": "29e38fc2-9fee-336f-843e-6fb33afeca2c"
  },
  "zigbee": {
    "eui": "D052A80F60550005",
    "networkId": "0D78",
    "driverId": "651d4209-c60b-4789-89c6-3b4d989dbedc",
    "executingLocally": true,
    "hubId": "375659e1-d622-46ca-9551-7e3b2157d8a6",
    "provisioningState": "PROVISIONED",
    "fingerprintType": "ZIGBEE_MANUFACTURER",
    "fingerprintId": "SmartThings/Arrival/2"
  },
  "type": "ZIGBEE",
  "vid": "19a84672-c706-3c40-8c2a-fbbe3cebc73b",
  "mnmn": "SmartThingsCommunity",
  "ocfDeviceType": "x.com.st.d.sensor.presence",
  "restrictionTier": 0,
  "allowed": [
    "w:devices",
    "w:devices:locationId",
    "w:devices:roomId",
    "d:devices",
    "x:devices",
    "r:devices:visible"
  ],
  "executionContext": "LOCAL",
  "relationships": []
}

[Jeff_Gallagher]

Yes all the others are at the lower end of the range. i.e 11. I’ll move all the other ZigBee devices off the Aeotec V3 and change it to match the one that is working. I’ll post up here how it goes.

[Andreas_Roedl]

Interesting:

Arrival sensor pairing

Hi @TheHundredthIdiot, i solved the problem in simply way, in my case only to change the Zigbee channel, with channel 19 everything work good and the sensor pair immediately.

[Jeff_Gallagher]

Thanks still have lots of devices to clear up.

My ultimate goal is to have all ZigBee devices on my HH2.

I’ll then have the 2 V3 hubs for Z Wave only in a group and all Hubs on a single thread network.

I’m retiring the V2 hubs.

And then moving all lighting devices from 2 Hue hubs to a single Hue Pro.

Hopefully this will be a more stable solution.

[TheHundredthIdiot]

@Andreas_Roedl I tried/have tried that since with a spare hub, to avoid any complications, but without joy… may have another play at some point.

Although it would be useful to get them back I have kinda got used to not having them now. 2023 was a long time ago in ST evolutionary terms and phone presence has become a lot more usable. They would still be useful for vehicle/thing presence though as I do not use Galaxy so no tags

[Jeff_Gallagher]

It seems that @orangebucket is correct. I removed the device from the hub and changed the hub to channel 11. And I lost the ability to re-pair it.

Then I changed the hub to channel 21, And couldn’t add it. And finally put it back the the original channel 24. And paired first time with no issues.

I’ll continue my plan to move all ZigBee devises onto my new HH2. And then I’ll try both v3s on channel 24, as a group. Hopefully it will work. Worst case I’ll lose the arrival sensors which is a shame. I have one in each of the cars. So if the car is robbed it will notify me.

[Jeff_Gallagher]

Thanks everyone for helping. I have finally finished my migration. So much neater to manage and with most devices on the same hub or connected via Matter bridges. 99% of my automations are running locally. The performance also seems a lot slicker. everything is nearly instantaneous.

[Andreas_Roedl]

@Jeff_Gallagher

my new HH2

Do you mean the Aeotec Smart Home Hub 2 (V4)?

[orangebucket (Graham)]

@Jeff_Gallagher

It seems that @orangebucket is correct.

If only I’d realised when I threw all mine away.

[Jeff_Gallagher]

Yes I have not idea why the didn’t call it the V4. It’s the new one.

[Jeff_Gallagher]

I wouldn’t have figured so if it makes you feel better thanks !.. I really prefer them to a phone, Just hiding them in the car, works for me.