Phillips Hue drops offline intermittently

Devices & Integrations
1

For the last week I’ve been seeing all Phillips Hue devices in smartthings drop offline repeatedly - about once per day. Seems pretty consistent that a reboot of the smart things hub brings them back online.

The hue devices are shared directly via the hue hub, which is added as a hub in smartthings. Hub is v3. I notice there was an update the the Phillips Hue driver installed on my Hub on 17th march. Coincidence??

Is anyone else seeing this??

I could consider removing and re-adding the hue hub - but I have a few automations defined using the hue devices and would have to re-work them.

Any thoughts anyone??

Simon

2

Have you also tried rebooting you Hue hub and your home router?

4

Hi, @Simon_Townsend

Could you provide the following information to open an investigation about this, please?

  1. When the devices go offline, take note of the time and share it with me including your timezone. For example: 13:00 GMT-6
  2. Then, submit your hub logs by 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.
  1. Once you reboot the hub and the devices come back online. Submit the hub logs again and take note of the time and share it with me as well

Timestamps are to find the logs easier.

Also, please open support access to your account:

  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.
5

Thanks for the support here… I’ll follow those instructions next time it happens… It’s been behaving itself since I posted this, after failing 4 days in a row!!!

1 Like
6

Ok, I’ll wait for your report in case it happens again. Thanks!

7

I lost the matter connection to my hub som while back and ST will not seem to find it again as a matter hub.
Ive moved it all over to homey now.
I could add it via an edge driver but not as a matter device.
No clue why it went offline either.
I have found that the new hie update is laggy tho even using the hie app. Maybe their firmware isnt quite right yet

8

Issue reoccurred overnight. I dumped logs at Thu 27 Mar 2025 08:20:04 GMT. I cant confirm what time it went offline though - could have been anytime overnight after about 23:00 GMT.

Support access is enabled for 1 month.

I rebooted smartthings hub and everything came back online. Logs dumped again at Thu 27 Mar 2025 08:31:28 GMT

I messaged you separately to confirm my smartthings account - it is not the same as the account I use here.

Simon

1 Like
9

Having the exact same issue. Hue lights work on the Hue app and Google Home, but disconnect from Smart Things almost daily. Rebooting both hubs sometimes solves it.

1 Like
10

Hi, @Eddy. Welcome to the SmartThings Community!

The engineering team is already working on the issue, so it’s not necessary to send your information as well.
Once I get more feedback, I’ll let you know.

CC: @Simon_Townsend

11

I’m still seeing this. Not every day, seems random, sometimes a few days without a problem, then 2 days in a row. Never more than once per day though. It’s weird.

Any update from engineering??

I am considering removing and re-adding the hue hub to see if that helps. It is getting irritating

12

Hi, @Simon_Townsend
I was told this version would solve the issue: Aeotec Smart Home Hub/2018/2015 Model Hub Firmware Release Notes - 0.56.11 - #44 by SmartThings
I see your hubs are still in 056.00009, so, once you get that version we need to check if the devices behave better or not.

13

My hubs were updated last night.:crossed_fingers::crossed_fingers:

14

Hi, @Simon_Townsend

Just following up: Did the issue get resolved with the new firmware version?

15

No reoccurrence yet. That’s 4 days since the update. I’d say it’s too early to say for definite yet - but it’s looking positive.

Simon

1 Like
16

Hi, @Simon_Townsend
It has been 5 days since the last time I asked you about this. Can you let us know if the devices are still behaving, please?

17

Yep, in my head I was thinking 10 days - I can confirm 10 days and no recurrence. Longest stable period since I first saw the problem. So, yeah, I think it’s fixed.

Thanks for the support.

Simon