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.
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.
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!!!
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
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.
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.
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.
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
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.
Hi nayelyz,
I too am having the issue Simon_Townsend is having with the Philips Hue devices going offline. Not only that if the SmartThings App reports just one Philips hue device say a bulb goes offline and the rest are online not one works of the philips hue devices work via SmartThings; they still work via other methods though. I’ve restarted the Philips Hue Hub, changed the Zigbee channel, and restarted the SmartThings Hub. Restarting the SmartThings Hub is the only yhing that fixes it, but after about 24-48 hours it breaks again and I have to restart the hub again. This is getting quite annoying having to restart my SmartThings Hub almost daily to get this to work and it didn’t happen back in firmware 54.13; which was the previous firmware all my Hubs had.
Now I know this was supposed to be fixed in the Hub firmware 56.11, but that firmware was only for V2, V3, and Aeotec Hubs; not for Built-in-Hubs like the SmartThings Station or Smart Appliances with Hubs. Due to this all my Hubs got version 56.10 at the exact same time when they released version 56.09 for V2, V3, & Aeotec Hubs. Then a few days later it was reported this bug was happening and user like me that don’t have those main style hubs are now going to plaqued with this bug for months because we are denied this update. So is their anyway we can get a team to force update these Built-in-Hubs like the SmartThings Station to 56.11, so we aren’t plaqued with this issue for months till they are willing to update our hubs to the next version.
Hi, @MPHDodgeDaytona
I asked the engineering team and they mentioned they added a workaround to the driver so the Hubs with previous firmware versions didn’t have the issue either.
So, can you provide the following information, please?
Whenever a device goes offline, try getting the current timestamp so we can look at its logs
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.
Hi nayelyz,
I will do exactly that if it happens again. It’s done it 3 times since I wrote you back on Thursday and the last one was 2 days ago. So hopefully it won’t happen again, but if it does I’ll get back to you ASAP with all the details
Hi nayelyz,
It just happened again. Not sure what time exactly it happened, but I checked it 11:24PM Eastern Standard Time Friday May 9th or 3:24AM GMT May 10th and just dumpex the logs at 11:51PM Eastern Standard Time May 9th or 3:51AM GMT May 10th. The Hub’s name is “SmartThings Station - Family”. Again, I’m not sure the actually time they went offline, but it was within the last 24 hours and I believe more like the last 12 hours. You should have support access to my account and I have set my primary email to the same one as the one I use for my Samsung Account.
The other problem with the Philips Hue devices going offline are if one is online it doesn’t respond to commands and is frozen. Say I have a bulb that is online and I try to turn it on I just get a infinite spinning power button within SmartThings. It’s the same problem norberto_bcn is having here: Problem with the Zigbee network after update 0.56.11 - #21 by norberto_bcn
P.S. Not only is the Philips Hue devices going offline. I have an Aqara Water Leak Sensor as well. This leak sensor after a hub reboot used to rejoin the Zigbee network after it sent its usually 10 minute update. Which after a reboot would be about 20-30 minutes. Now after a reboot this devices stays offline indefinitely, unless I physically press the leak sensors button to have it rejoin the Zigbee network.
EDIT: I rebooted my hub about 20 minutes after I wrote this to get my Philips Hue lights up and running again and it seems that my Aqara Water Leak Sensor decided it wanted all of a sudden work again. This time after the reboot and a 20 minute wait it reconnected like it always did in the past. But for sure the Philips Hue devices are still going offline after 24-48 hours.
EDIT 2: I had to reboot my hub again as my Philips Hue devices went back offline again around 1AM Eastern Standard Time May 10th or 5AM GMT May 10th and this time my Aqara Water Leak Sensor refused to reconnect as well this time. I didn’t dump the Hub Logs this time, should I?
EDIT 3: another 12 minutes later my Aqara Water Leak Sensor came back online again. It never used to take more then 30 Minutes to reconnect on the Hub’s older firmware.
