im the original owner I have the welcome code but I cant add the hub to my smartthings app. i havent used it in few years and now it is not showing up. I have performed hard reset. can someone add this hub to my account?
do you remember the last time it used? before or after mid 2018?
after mid 2018 for sure
led color on the front of the hub?
green after a while.
when I try to add it in samsung smartthings app, it does not find it. when i try to enter it manually, i get “network error” message when i enter the serial number
login to Advanced Web App with your Samsung account. I am curious if it appears there. The green led means the hub is connected and usually indicates it is claimed. See if it is listed and if it shows the firmware version.
its not showing there. devices list is empty. I also checked my other email account just in case and it is not there. im really confused. thank you for your help
it would be the same email you used with the app. you looked in the hubs section?
yes, correct. i dont see any devices under hub. I also had about 15-20 smartthings sensors connected to it.
You may want to reach out to ST support. You can do that in the app. Tap on Menu and select Contact us. There are two ST staff members on this forum who step in at times to offer assistance when possible but they are generally only around on week days. Start the process of contacting Support in the app.
I tried the support but the chat person had no idea, and thought i was talking about refrigerators… thank you again for your help.
LOL why am I not surprised
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Okay… I had better ask. What steps did you take to reset the hub?
remove batteries, unplug. hold red recessed button, plug it in while holding the button for 30 seconds. light turned to blinking orange, then solid orange, then I believe blue, and then it stays green.
follow up on that:
- not sure what the red recessed button is but that is besides the point.
- when you pressed the reset slot and held it for 30 seconds… did you get the solid yellow led and then release? perhaps that is the solid orange you mentioned? You should see Alternating Green and Red after a bit which is when you can add it to the app. My first thought is you might be pressing the reset slot too long.
instructions for hard/factory reset:
- unplug the power cord
- 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 solid yellow, release the pin from the reset slot.
- wait a bit to see if it reconnects
yes when I meant orange, it is yellow, and I got the solid yellow. and the red recessed button is the reset button that I had to press it with a pin.
thanks again.
and you never get the Alternating Green and Red?
yes I did, and then it went to solid green
it should go to alternating green/red - at that point you add it to the app and then it should change to green but sounds like it is changing directly to green on its own… is that correct?
so I go back to my original question… do you remember the last time you hub was in use? month/year if you remember?