The hub on my QE55QN70 TV suddenly lost support for ZigBee and Thread.
Has anyone encountered this? What did you do?
Sua Tv tem A antena embutida oi usa O dongle zigbee/thread?
Built-in adapter. This model supports these protocols without plug-in adapters. Initially, it had a ZigBee address and a Thread network, but then everything disappeared.
Yes, I’ve had this in the past. It used to happen about once a week on an old hub firmware (aka 47.xx) the next firmware fixed the issue of it crashing and I hardly ever have an issue with it now. But the fix is to first turn on the TV. Next hold down the power button on the remote control and don’t release the button until you see the Samsung startup logo. For your model it should be the word “QLED”. Once you see this logo release the power button. Wait about 5-10 minutes with the TV on so it can reconnect to your network and finish the bootup sequence completely and then you should notice that your Built-in-Hub should of rebooted at the same time reinitiating the Zigbee and Thread Networks. Hope this helps.
My model neoQLED. Thank you, unfortunately it didn’t help.
P.S. Hub firmware 000.060.00014
Hi, @Doc_X
Have you reported this issue to Customer Support? This falls within their scope and should have more information on what should be done. There are no agents from that team in this forum.
From our side, we can help you check your account and let you know if we see something is wrong, and ask around in case you’re not getting the proper response from Customer Support.
Please provide support access:
- 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
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- 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
Uma vez aconteceu algo patecido com minha TV, simplesmente não conseguia mais ter acesso aos dispositivos no app da TV, e os que estão conectados diretamente nela apareciam como desconectados!
A resolução foi excluir a TV do app no celular e adicionar novamente, adxionando todos os dispositivos conectados a ela também! Problema resolvido!
Mas você pode tentar:
1- Reinicie a TV (tire da tomada por alguns minutos).
2- Atualize o firmware.
3- Verifique a conta Samsung no App SmartThings.(se a conta é a mesma no celular e na TV e estão sincronizadas)
O erro provavelmente é de software, se nada disso funcionar, abra o app smartthings na TV e exclua o HUB, reinicie a TV e Instale novamente!
Último recurso é restaurar a TV nos padrões de fabrica e depois atualizar o software da TV!
I’ve already done all this. The firmware is up to date.
Ready, access granted
Hi, @Doc_X
I entered your account a few minutes ago and noticed the Hub appeared offline.
Then, all of a sudden, it became online, but it shows that the Zigbee and Z-Wave radios are non-functional. It is changing its health state constantly, which isn’t normal.
- Did you check if they worked the first time you installed the device? Or why did you say it stopped working? I don’t see any other devices connected
- I see you reinstalled it today. Was this after a factory reset? We’ve seen in other cases where the radios are marked as “Non-functional” and the suggestion is performing a factory reset to force a re-load of all the elements.
- If that doesn’t work, it’s highly possible this is a hardware issue but that’s why I asked if it used to work.
- I’ve been trying to submit the hub logs but since the hub comes and goes. It says it isn’t successful. I need to ask the engineering team if they see something.
Yes, at first these services worked and I saw it
Then, I encountered a problem with frequently losing connection with the TV’s SmartThings hub. After that, I deleted the hub in the TV settings and reconnected it, but ZigBee and Thread support disappeared. I bought a smart bulb from Aqara, which was initially detected (via SmartThings on my Samsung phone) and offered to connect via Thread. After rebooting the hub, it reported that the hub wasn’t powering the device
In addition, I can say that the built-in lighting and sound sensors that the hub previously saw are no longer visible to them.
The unstable connection may be a router or ISP issue, but overall, the internet works without interruptions. I rebooted the router as a preventative measure, but it didn’t help.
I also don’t rule out that this is a regional problem (I live in Russia)
Interesting. This made me remember this post:
I’m asking the engineering team about this to see if they have more info.
Perhaps the problems are coming from Roskomnadzor
If you look at the scripts (rules) section, you will see a script (rule) I created that includes a deleted device. This device is a light sensor built into the TV, which the hub does not see
And one more question. Do the built-in sensors work on ZigBee and Thread?
Everything is more or less working, the built-in sensors are working, but support for ZigBee and Thread has not returned yet.
Hi, @Doc_X
Following up, the engineering team investigated this issue, and everything looks operational in the SmartThings platform in these regions. This is from the info we can access because we don’t have visibility into whether there’s an external influence.
Thank you very much!