Hi folks, I have an older SmartThings ConnectHome WiFi hub that’s just dropped every device I have connected to it in a location located over two hours away. I’ve seen issues with devices coming on and offline before, but never had a ST hub completely drop every one of my connected devices before like this. As usual, “history” from within the ST app has nothing and the only thing I see in Notices is a heads up, “Notice on Database Upgrade”, with a second schedule listed as 12/16/25 2-3pm EST, which corresponds almost directly to when the devices for my hub disappeared.
Has anyone seen anything like this before? Any logs I can view that might indicate how to troubleshooting what happened after the fact?
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.
Thanks @nayelyz i’ve been enabled access and the account is the same email I use here on the forum.
To answer your question, the hub is still shown, but is showing as off-line so I cannot tap into it to change any settings or modify any of the usual Z-wave utilities. I still have four devices that are integrated from a separate service, but all of the ones connected directly to SmartThings are now gone.
Is this the device ID that appears for the Hub?
From my side, on the “71..” location there’s no hub registered. So, please, can you provide the following, please?
Screen capture of the notice you mentioned of “Notice on Database Upgrade”
You are correct, I do not see the hub listed under the advanced user tab. And I don’t know if that’s even more concerning - that a SmartThings hub would simply disappear out of a location taking with it all of my connected devices? I would be curious on exactly what conditions would create that situation, which is far beyond a hub simply going offline, but rather completely removing itself from the interface. I have no problem, upgrading this older hardware hub to a newer model, but that would assume that the hub is still reachable when I bring the replacement hub in. In my testing of moving from a SmartThings Wi-Fi hub to a newer version in a different location, the hub replacement option worked flawlessly.
Here’s what I see in both the SmartThings app showing the off-line hub, as well as the web-based interface with what I would assume to have been the hub ID above.
Ok, I created the corresponding report for the engineering team, but we need to check why it doesn’t appear as registered in the platform if you didn’t issue a delete device event for the hub, for example.
Because it has happened in the past that users confuse the option “delete device” in the hub’s menu for deleting a single device, when in reality it deletes the hub completely, in that case, the info cannot be recovered.
In the meantime, we need your help to collect the app logs in case it provides info on the devices that appear there. So, please follow these instructions:
Close the SmartThings app in case it’s already opened.
Then, open it again and go to the "Devices section
Wait for it to finish loading and then get the app logs as described below:
Definitely didn’t delete the hub, though there are multiple services linked into the hub for automated code generation, etc so perhaps one of those services initiated a hub delete?
On iOS SmartThings, step 2, tapping the SmartThings name 10x quickly prompts for a password, which is apparently not my SmartThings password so I’d need guidance on what the password might be be since it starts counting down the number of failed attempts out of 5 total I’m creating.
Hi @nayelyz thank you for these updated instructions. I’ve just gathered applicable logs based on the instructions above and emailed those into the email address above.
I will be driving to the location of the hub ~80 miles away this evening and attempting to troubleshoot the issue directly, likely involving a swap of the old hub for a newer one given the situation.
Thanks @jkp after numerous attempts and a replacement v3 hub that I could not add, led me me down triggering the exclude option from the advanced web app and that did, after numerous attempts, allow me to get all the prior devices re-added to a new hub, while reverting the existing hub back to a WiFi only setup.
Hi, @clifster
I see the hub connected in the location “71…” reports as being a V2 Hub and the original hub is acting now as a repeater instead of a Hub, correct?
I’ll leave the report open to see if the team can look at the logs and check what happened.
That’s correct on the configuration. I couldn’t get my V3 hub to connect. It got stuck at trying to download updates so I eventually just gave up and reverted to an older V2 hub that I had laying around.
things to try to get the V3 connected and updated:
block port 123 udp on your Router
reset the hub and onboard the hub to the app
unblock port 123 udp
if you don’t have the ability to block port 123 udp than block the domain ntp.org and follow the same steps above. Many hubs have a parental control option that allows you to block domains.
