I have 1st Hub as primary and 2nd Hub as secondary in a hub group for my house, all of a sudden without no charges at all in the internet connection, modem or even the power lost all 180 ZigBee devices while both hubs are connected to the internet and accessible remotely. I checked the Zigbee radio for both hubs in my.smartthings.com and found both hub zigbee radio functionality are false and Zigbee channel changed by itself to 0.
This issue happened before 2 times and case number for the second time is 1493365.
I tried the whole day to set the Zigbee channel to 15, 20 or any channel but unfortunately it says “Error changing Zigbee channel to “15”. 500 Failed to set zigbee network channel: Zigbee Subsystem Unavailable Error”.
I restarted both hubs, shutting down both hubs for half an hour and start again, ungroup them and group again and non of these troubleshooting steps could resolve the issue.
In last case I was informed by support team that hub is is no longer functional and need to get a new hub instead, but I didn’t listen to them, thus I reset the hub to factory settings then reconnect everything from scratch and final it worked.
Now my house isn’t protected and can’t be control at all.
Why I am having this repetitive issue?
Why Zigbee channel changed by itself?
Why I’m not able to set the Zigbee channel?
How to overcome this issue and resolve it without factory reset and reconnect everything from scratch?
How to prevent this issue from happening again?
Note that account data access already granted for your analytics and I would really appreciate quick response as my house not protected.
Interestingly, all of my zigbee devices started to act up today also.
Your post was helpful, as I didn’t think to look at the channels and mine was the same as the thread radio… never checked so not sure if it’s supposed to be but I changed my zigbee radio to 14 and my devices started working again smoothly, just have to wait and see if it sticks.
Hi, @hezqeel
This made me remember this issue but with the Z-Wave radio. The suggestion was also the factory reset.
To check why the radio isn’t loading, we need to open a report for the engineering team. For this we need the info below, please:
It’s important to note that we can’t guarantee a different response, just the confirmation of the issue being that the Zigbee radio couldn’t be loaded.
Our engineering team identified that the Z-Wave radio was not communicating with HubCore, which is something we do see from time to time.
If the issue happens again, please share the information we previously requested. Having this updated information will help the engineering team continue the investigation with current data and determine next steps more accurately.