Smarthings HUB Registering Device Stuck at 52% IOS

General Discussion
1

The devices get stuck at registering at 52%. I have seen this issue stated many times in this forum and it needs to get fixed.

Don’t tell me to reset the device either. This issue is the registering setup and servers.

2

Reach out to Support. In the app, tap on Menu and select Contact us. Good Luck!

tagging @Itati @nayelyz

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3

Which SmartThings hub are you trying to register?
What is the exact model number?
Is it a SmartThings WiFi mesh device? or a Aeotec/Samsung V3 hub?

4

Hi @Gary3

Do you get an error code when the installation isn’t successful? It can help us identify the type of issue

5

The model is Samsung Hub V3.
Connect Home Pro ET-WV530.

6

IMG_1984
IMG_19841125×2436 125 KB

7

It appears this issue is very common if the Hub is new or if it ever is reset with trying to register it. A quick Google and you can find numerous people pointing out this issue and none that I can find got a fix.

8

Hi @Gary3
I sent you a DM with instructions that might help you

9

That’s a little bit of a contradiction.

The ‘V3’ hub is SmartThings’ 2018 model hub, which remains available under the Aeotec branding.

What you have is Samsung’s first generation of Wi-Fi mesh router with a built in SmartThings hub.

Not that it changes your problem one jot.

2 Likes
10

This is the issue that firmware is not being updated and for some reason the current Smartthings app doesn’t force an update to the firmware.

11

@Itati @nayelyz
I am facing the same issue
How can I resolve?

12

Hi @jtom , what exact SmartThings model number do you have?

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13

Connect pro ET-WV530

14

Hi @jtom

The engineering team has requested some additional information to investigate your case further. Could you please go through the entire process again until the error appears and send us the app logs? `

Note: provide the timestamp of when the error happened, along with your local timezone.

`

If you have Android, follow these steps:

  1. Go to Menu > Gear Icon > About SmartThings
  2. Tap the SmartThings logo 10 times.
  3. This will open the developer’s space > tap ‘report a problem’
  4. This will send you to the report page. Select a frequency and write a short description of the issue.
  5. Click on “Report” and a log file will be generated for you to send over email, please do to build@smartthings.com

If you have IOS, follow these steps:

First:

  1. Enable the creation of additional logs in the app:
  1. In the ST app, go to “menu” > “settings”.
  2. At the bottom of that page, you’ll find a section called “Troubleshooting”. Please, enable the option that says “Create Additional SmartThings Log”.
  3. Restart the app
    Then:
  4. In the app menu, go to “contact us”
  5. Then, tap on “Error reports”
  6. On the opened page, tap 10 times on the title/label “What is the error about?” or until the prompt to create a log appears.
  7. Click on “ok” and wait for the process to finish. Then, save the generated file in the place you prefer and share it with us at build@smartthings.com

Also can you enable support access to your account so I can check its details, please?

  1. 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
  2. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.
15

except in this case… @jtom has the Connect Home Pro ET-WV530 and not the v3 hub :slight_smile:

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