SmartThings hub v3 repeatedly disconnecting

Devices & Integrations
1

Hi all,
I need your help regarding of my SmartThings hub v3 (firmware 031.00004) that repeatedly disconnecting and connecting back over and over again from 1st September.
I already contacted support team twice. First request was routed to wrong team and from second I still did not get any response.
I also did some investigation but didn’t find anything related to this issue. My ISP confirmed that internet connection is OK and stable (80Mbit/s download, 10Mbit/s upload and ping 23).
I also changed all nw cables to new “CAT6” and did router reset as well but still the same issue.
Sometimes SmartThings is running without any disconnection few hours but sometimes it dropping down couple of times in a few seconds.
There were no changes made on SmartThings nor on modem/router side before the issue start (1st September).
Situation is quite anoing because sometimes automation is running fine but when hub unexpectedly disconnect itself for a few seconds everything stop working for couple of minutes and devices got OFFLINE.
Please contact me in case you have some suggestion or fix for this issue.
Thanks in Advance

Part of the SmartThings Hub (Hub) Events:

2020-09-02 7:42:17.121 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 7:42:17.114 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 7:42:17.094 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 6:37:28.367 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 6:33:48.094 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 6:32:35.437 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 6:30:07.086 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 6:30:07.086 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 6:07:42.608 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 6:06:17.182 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 6:06:17.173 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 6:06:17.151 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 5:55:03.649 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 5:54:17.176 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.
2020-09-02 5:54:17.168 PM CEST HUB hubStatus active Your SmartThings Hub at Domov is now active.
2020-09-02 5:54:17.156 PM CEST HUB hubStatus disconnected Your SmartThings Hub at Domov is now disconnected. Please check your internet connection.

2

From what I’ve seen historically it tends to be a networking issue (cables, firewalls, DSL router, cable modems, routers etc). I would recommend taking the hub to a neighbors house or a different internet location and seeing if it still happens. If it does, then it’s a hardware issue, if not then you can start narrowing down which component is affecting it in your house.

3

I have just started seeing something similar where devices keep going offline

4

I am having the same issue all of a sudden since September 1 as well. No networking changes, no new devices. Absolutely nothing has changed on my end.

5

Disconnecting issue is gone. Last 24 hours I’m not experiencing any disconnecting issues.
Just for information, I did the below steps but I don’t know which one solved the issue.
1, switched off ISP modem for about 10 minutes to get a new IP address
2, when new IP released I restarted SmartThings hub
3, performed Repair Z-wave network

6

Hi there,

I’ve been getting similar errors for the last 3 days. I’ve rebooted the router several times, done soft and hard resets of the SmartThings hub, tried both WiFi and Ethernet connections, all to no avail. All my other internet devices are working as normal.

Is my SmartThings hub basically dying? It will connect (green LED for a short time after a reset), then disconnect (solid blue LED) afterwards, and the hub and all devices go offline. It makes no difference if I’m using WiFi or ethernet.

Can anyone offer any advice/help? I’ve owned the hub a week under 12 months, so I may have a warranty claim.

Recent hub events are as follows:

2020-11-02 7:23:20.000 PM ACDT
moments ago HUB hubInfo hardwareID:0037, version:17, … hardwareID:0037, version:17, mac:28:6D:97:A3:XX:XX, localip:192.168.107.136, localSrvPortTCP:39500, localSrvPortUDP:0, zigbeeF…
2020-11-02 7:23:17.000 PM ACDT
moments ago HUB register register register
2020-11-02 7:23:17.000 PM ACDT
moments ago HUB hubStatus active Your SmartThings Hub at My home is now active.
2020-11-02 7:18:47.000 PM ACDT
5 minutes ago HUB hubStatus disconnected Your SmartThings Hub at My home is now disconnected. Please check your internet connection.
2020-11-02 7:17:51.000 PM ACDT
6 minutes ago HUB hubInfo hardwareID:0037, version:17, … hardwareID:0037, version:17, mac:28:6D:97:A3:XX:XX, localip:192.168.107.136, localSrvPortTCP:39500, localSrvPortUDP:0, zigbeeF…
2020-11-02 7:17:49.000 PM ACDT
6 minutes ago HUB register register register
2020-11-02 7:17:49.000 PM ACDT
6 minutes ago HUB hubStatus active Your SmartThings Hub at My home is now active.
[ 2020-11-02 7:13:47.000 PM ACDT

Etc. etc. etc.

EDIT:

Oddly enough, a couple days later, my hub started connecting again.

Yay! Now I only have to re-pair 20-odd z-wave devices and 5 zigbee ones. Joy!

Hope it doesn’t happen again