Smartthings Hub (2015) V2 unable to connect to cloud

Apps & Clients
1

I’m aware that there is an update that was rolled out, but it seems my device is unable to update and therefore unable to connect. My hub seems to have been this disconnected to the cloud before midnight December 09 and has remained offline since.

I have tried to see other recent reported update issues but most of them just reported afterwards that it resolved on its own shortly after.

Power cycling for over 30 minutes did not seem to fix it. (Although I did get the Privacy Terms to pop up). My hub can only control a few Wiz lightbulbs that’s linked, but any zigbee sensors, matter(wifi), zwave devices are offline as a result.

On the Smartthings app, the auto update section shows that the latest version is already installed

Firmware Version: 54.00014

2

Okay… where to start.

The latest firmware is 55.x and started being pushed out yesterday and will be rolled out through Dec 20th. It may be that your hub will not receive the update until a later time… not that it can’t receive the update.

Let’s start with… is the hub connected. What is the color of the led light on the hub? Have you logged into the Advanced Web App to check the status there?

If the hub went offline before midnight on the 9th… I doubt it is related to the firmware update which started on the 10th.

Have you reached out to ST support through the app to report any issues?

If the wiz bulbs are wifi then the hub is not controlling them, they would be cloud to cloud and the app controls them through ST’s cloud.

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3

Thank you for your patience and assistance

My hub LED indicator is a solid blue. The advanced Web App only indicates that it “may be offline (or already rebooting)”

I have reached out to ST support but I’m only getting the standard first-line support of (is it powered? Internet ok? Etc) at the moment.

And to clarify, my hub has gone offline near the end of 12/09. And given this post by a ST staff member

“We will begin rolling out Samsung SmartThings Hub firmware version 0.55.4 starting on 09 Dec 2024”

I came to correlate my situation with this firmware update

4

Lol… I seem to be a day behind this week. You are correct on the firmware start date… I was wrong. :slight_smile:

I still not certain it is related to the firmware update. Does the Advanced web App show 54.x for the hub to match the version seen in the app?

Have you rebooted your home router also to see if that has any effect?

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5

Yes, the firmware on the Advanced Web App matches. the one on the ST Mobile App

I have rebooted the router and tested a different Ethernet cable, made sure all ports were secure and everything remains the same.

Just wanted to see if there were any plausible resolutions to try before just doing a hard reset.

6

Don’t perform a hard reset… you may end up in the same position of a hub that is not working. I would recommend trying to reach ST support and see if they can investigate the issue.

Good luck for I know it must be a frustrating spot to be in.

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7

One last thought… when you power cycled the hub… did you remove the batteries if you are using them?

Solid Blue led: Hub is claimed and connected to the network, but has no internet or server connection.

Try a different Ethernet cable if you haven’t already or try plugging into a different port on your Router or switch. Does the Router show it as being connected?

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8

Yeah, I removed the batteries as well during another power cycle test and I tested the Ethernet cable with a laptop that shows that I am connected (and testing other ports)

ST support ended up instructing me to do a reset anyway. I’ll prob just wait another day and cross my fingers since I’ll have plenty of time to reinitiate my devices tomorrow

Thanks for your assistance

9

try the soft reset first instead of a hard reset.

to perform a soft reset:

  • unplug the power cord and remove batteries if a v2 hub
  • leave the Ethernet cable plugged in
  • press a pin into the reset button on the back of the hub
  • while continuing to press the pin, reinsert the power cord
  • when you see the flashing yellow, release the pin from the reset slot.
  • wait a bit to see if it reconnects

a soft reset only resets the network settings on the hub but does not wipe out any devices that are connected

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