SmartThings Hub update bricked my Hub

Apps & Clients
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21

ST Support did nothing for me when I reported my hub being bricked. I gave them access to the logs, etc. and they never looked at them, and kept asking me for what error messages I’m getting. There are no errors—just nothing’s connected anymore!

The only way I was able to recover was remove everything from the Z-wave network, delete the devices from ST and re-add them. Some things I’ve not been able to re-add yet—my garage doors, for example, which used a custom app which doesn’t seem to want to show up in my SmartThings app anymore after an update. And my door locks, which I may just have to factory reset in order to get them to re-search for the Z-wave network.

It’s a huge PITA.

/mike

22

look in Automations > Add Routine > tap Discover tab > scroll to bottom of screen to find custom smartapps to set up. after set up, they will appear in the main Automations section screen.

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23

Thanks for the tip—I’ve found that now, but it doesn’t like my user credentials, which work just fine in the MyQ app itself, but not in MyQ Lite.

/mike

24

Post in the MyQ thread and the developer should be able to assist you.

25

I appreciate your suggestion! However, I wish I hadn’t seen it…

It’s very hard to even find ST support. Eventually I had a 2 hour call with a ST specialist, after initially being routed to refrigerators, then to mobile phones, and finally to ST.

The status of my system (now two days later) is that I was able to factory reset all 5 SmartThings WiFi hubs. However, because I lost all 5, I couldn’t get access to my old setup. One came up as a virgin setup. I added the other 4 to this network. However, despite same name / same hardware address, etc, SmartThings didn’t recognize them as my old hub. I lost the entire setup.

I’m now in the middle of migrating about 400 devices/sensors/virtual switches/etc from my old SmartThings WiFi hubs to my “new” hubs, which are my old hubs with the same name and information but not recognized as such. Interestingly, the 200 device limit came up on my Pixel 4, but not on my Pixel 6.

ST Support had no idea what I was talking about today. The very nice lady kept saying things like “if the light is green, then the hub is working.” Yes, I know that. It’s working because I did a factory reset. It’s supposed to work after that.

I gave them access to my account, which then got a lot of questions about “it still shows all of your devices.” Yes, but they are all offline if they were on the old hub. Not a very productive use of 2 hours of time.

Finally I insisted that they actually listen to me. I wasn’t calling to have them fix something. I’ve already done that by doing a factory reset. I simply wanted them to know that 5 out of 5 hubs bricked concurrently, losing both the WiFi ability, which has nothing to do with SmartThings, and all SmartThings control. I can’t think of any mechanism other than a bad firmware update.

I’m slowly restoring my system, which will take a few weeks. However, all of the IOT stuff is working just fine. The only thing that bricked was the hub - all 5 SmartThings WiFi hubs.

Oh, the good news. My Hubitat just arrived today from Amazon…

I really do appreciate your suggestion. The problem is that “opening a ticket” seems to be nearly impossible. The lady who finally contacted me by phone was very nice. However, she didn’t understand SmartThings very well.

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