Hi, @AndyYako
When you try to install your Hub, do you get an error code or only a network error? I’m wondering if it’s the same issue as this thread because the users above were able to install it at some point but removed them and now they can’t add it back.
However, for the model et-wv523, we’ve seen some users have an issue with the firmware update, as you mentioned. In that case, the suggestion is to take the hub to a Care Center.
Yes… some time give errore connection, something time generic error… and only one time out-date firmware… so… every case installation stuck at 69% and after give error.
I’m here because Samsung Electronics Italy are unable to help me!!! have talked many months with customer service and technical support and Samsung Electronics Italy have closed my ticket after tell me to contact Samsung Us… they are unable to helping me (i don’t know if really don’t help because not possible or not really want…)
Hi, @AndyYako
Sorry for the delay.
We talked to another user with the same model and issue and there was a possible workaround that could help according to this Community post:
Note: In the case of the other user, it didn’t work, so, it’s not certain it will help in your case but it’s a possibility
- First, you need to have/borrow another Hub of the same model already connected to SmartThings. In the same SmartThings location where it’s installed, you will add the hub with the issue. The app will detect another hub is present and will let you choose how to add the new one.
- So, when you try to onboard the Hub, instead of selecting it as a “main hub”, select the other option (I don’t remember exactly the label, but I think is “secondary hub”.)
- When a Hub is secondary, it acts as a repeater instead of a Hub, so, once it’s installed check which firmware version is the Hub using.
- Go to the main Hub and see if you’re asked to install an update, a button should appear below the Hub’s name ( I’ve seen it’s a blue box but as long as it says something about needing to install an update, it’s ok).
- Wait for the installation to finish and check the current firmware version to see if it changed
- Go to the main hub again to see if it asks again for an update and do so until it doesn’t.
At the time we checked the issue with the other user I mentioned, the engineering team told us they needed to contact Customer Support so they could escalate it through the correct ticketing system, so, you could try this URL for US Customer support:
Hi…
Don’t worry for delay…
Have made a little mistake because don’t have tell this:
Have one master hub (aotec) and smartthings app discovered autonomous et-wv523 (with notifications). But on aotec hub are installed latest update… and don’t show any new update notifications or possibly to upgrading… about selecting type of hub, smartthings app make select only a name ad model of new devices when add it (if don’t have qrcode)…
As far as I know, the hub you already have installed must be the same model as “et-wv523” and Aeotec is a V3 Hub, so, the new hub cannot be a secondary hub for it
Wait a moment…my primary hub are aotec because et-wv523 are impossible to include in smartthings environmental like 1st hub!!
Are normal now including et-wv523 to 2nd…
But are impossible to include because firmware inside are out of date…
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