Confirmed. Hotfix 54.14 did not fix the issue.
Same here. Hot fix 000.054.00014 provided no improvements. Connection was solid for a decade. Dozenās of these locks, thousands of offline/online messages. Replacing with Schalge WiFi is not an option as it would be tens of thousands of dollars in locks and labor.
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I hear you @buster and @gary715andy Canāt say whatās the best path for others, but for my own part Iām approaching this from two potential next steps:
- Perform a hub migration to a SmartThings hub not impacted by this broken firmware. Right now, thatās my SmartThings WiFi system at one location with FE599 locks that continues to operate as expected simply because it remains on a different firmware track at 52.21. While I donāt need/want a SmartThings mesh WiFi setup in other locations, if thatās the only way to have a ST-based hub thatās not updated to a broken firmware release, it may be the quickest way to implement a āheart transplantā without killing the patient (all the connected devices). Thatās obviously a bit of gamble too, since Samsung could decide to update that hub line as well at some point in the future and break that location as well, which brings me to option twoā¦
- Wholesale rip and replace of my entire SmartThings ecosystem with an alternative provider offering more local control. In my situation, thatās the open-source the HomeAssistant project that now offers a prebuilt HomeAssistant Green hub thatās taken me all of 30 minutes to get unboxed and setup with basic home automation and device connections. As an open-sourced product thatās obviously entirely depending on the user community for add-ons and support, but after reviewing all the anecdotes of other users complaining about how bad Samsungās support has been and dependencies on this very community, I donāt know that an open-sourced project is really that much different than what weāre all experiencing here. Happy to share my specifics around around that potential migration, but suffice it to say that as with any new ecosystem initial setup has been easy, but more advanced automations like code management, PMS integration, etc are a lot more complicated to get running. Still, the flexibility Iām seeing in the HA ecosystem to trigger automations on essentially anything in the world is impressive, you just have to have a good amount of time/interest to learn it.
@nayelyz I found a potential bug in the firmware health check which is causing it to prematurely mark devices offline before the health check interval expires. Iāve sent the build team the logs, memory dumps and debug details of the related firmware code so you can analyze it.
To summarize, if the health check interval is set to 6 hours, the hub is marking the device offline between 2 and <6 hours. So what I see is that often the device does report back within the configured 6 hours but since the hub marked it offline prematurely, when the report comes in the firmware not marks it online. So itās basically stuck in a loop of offline and online. Itās not limited to Schlage locks but other devices also.
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My hub shows green light however is offline on ST app. I rebooted the modem and it goes online but temporarily. Then i did a soft reset and again it goes online temporarily. Looks like above hotfix doesnt work so not sure how to resolve this.
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At this point it doesnāt look like Samsung is going to have a fix anytime soon, Iām going to move my locks to another hub platform, itās easier and less expensive than replacing all the locks.
This issue sounds very similar to something that happened to meā¦
Have you tried (methodically/carefully) Rebooting your HOUSE? It worked for me 
Itās a firmware issue.
Same issue here. Quite frustrating to learn your lock doesnāt lock itself like it has for years. Let alone not being able to remotely control the lock due to it going offline several times every day.
Still no resolution. Keep sending support requests and get responses asking for me to send error log from inside the app. Instructions state:
"On the home screen tap, Menu (ā°) > Contact Us > Send Feedback
Follow the in-app instructions to complete error report and make sure the option to āsend system log dataā is selected
The file will be saved to your phone so please check for these logs in your phone files under /Downloads. They should appear as a .log or .zip file."
But when I got to Menu (ā°) > Contact Us > Send Feedback there is no āSend Feedbackā
???
Try Menu, Contact us, error reports
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I did this exactly. Then selected āDevice went offlineā filled the form out. Left the check box checked at the bottom āSend App Logā. But everytime they reply they claim to not have received the app log report.
I am having this same issue - a Schlage FE599 that worked flawlessly with the SmartThings app for a long time until the recent updates about a month or so ago.
I have tried various combinations of the following:
- Factory re-setting the lock
- Rebooting the hub
- Uninstalling the Smart Lock Guest Access app, deleting the SmartThings app, rebooting the phone, then re-installing all (recommended by Samsung support)
- Rebuilding the Z-Wave Network
- Deleting and re-adding the lock via Z-Wave enrollment
None of this works - all of which indicates that the Firmware issue theory is the root cause.
Hoping Samsung sees this and fixes it, or the community comes up with a resolution!
Iād actually say that my lockās doing worse since 54.14. At least before there was a window of connectivity when a hub was force rebooted to get in there and set/delete a code, now itās a half dozen add/delete attempts before I can actually get a code on/off the FE599 lock.
@Rboy any additional logs youāve heard from SmartThings support that we can all submit to help move this issue forward? I realize any additional firmware updateās like months out, but as it stands today anyone impacted by this issueās short term solution seems to be to either replace their FE599 lock or migrate to a different solution.
Theyāre looking into. Sent them more details. Awaiting a response.
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You are correct that this is affecting other z-wave devices. My z-wave motion sensors continue to show online, but they do not function at all times, and seem to get stuck on motion detected and never clear. The only way i have found to get them to funtion is to change edge drivers, but they get stuck again after awhile so i switch them back to the original driver only to have the cycle repeat later. Argh!
So an update (and my resolution). The SmartThings dev team looked into my hub logs and devices and found that the mesh was essentially losing packets because of some bad routing devices which causing some sleepy devices to be marked offline. They recommended that I rebuild my mesh, identify the routing devices that were causing problems.
Thatās what I did, identified which routing devices (in my case it was a mains powered switch) was causing problems and rebuilt my mesh. After doing so, itās fixed my issues and no more devices going offline and coming back online.
Some FLiRS and sleepy devices are more susceptible to routing/mesh issues and I know that FE599 is one of those. I would recommend that folks do the same, identify which of your mesh routing devices are problematic (some devices are more problematic than others, the link below identifies some of them). If you donāt know know which ones are, then start removing main powered devices (and doing a Z-Wave repair after each removal) until the problem disappears and once you have a stable mesh the problem should be fixed.
Here are some tips to identify bad routing devices and rebuild the mesh.
Thanks @RBoy for the reply. More than weāve collectively gotten from ST Support so far on this issue.
To clarify, is the FE599 still in your network and now working as before the FW update?
I have only one ZWave electrical outlet in my setup which I assume to be what you are referring to with the reference to āmains powered switch.ā Everything else is just battery powered first party motion/door sensors, electrical plugs, & CT 100/101 and Stelpro thermostats. Pretty basic stuff.
Thanks @RBoy for the updates, this is the only info weāre getting on the issue.
I only have two Z-wave devices:
- My SmartThings Hub
- My Schlage FE599 lock
These are 3-4 feet away from each other.
Before the October update, this configuration worked with no troubles for years. I donāt want or need other Z-Wave devices.
So now Samsung is saying I need to add a Z-Wave repeater to the network, because their update broke something that used to work without issues?? Iām not impressed with this answer.
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