SmartThings Mesh WiFi working, but IDE says hub is "DISCONNECTED"

[matt ((Possibly not the Matt you're looking for))]

On Thursday, Feb. 6 , around 7:30 ET, our SmartThings Mesh Wifi hubs started misbehaving. They continue supporting WiFi just fine, but SmartThings devices are offline. In the IDE, the hub is either marked as “HUB_DISCONNECTED” or “OFFLINE.” Initially I think a few Zigbee devices were still working, but as of this morning, the (new) ST app announces “Hub is Offline”, and nothing works.

I have attempted (1) a Z-wave network repair, (2) powercycling the central hub, (3) issuing a reboot command through the IDE, and (4) issuing a disconnect command through the IDE. No luck. In the IDE, the hub is still described as “DISCONNECTED.” (though I’m drafting this post while connected to its WiFi signal).

I’m not an engineer but this seems like a software update gone wrong. I reported the problem through the ST app, but would folks in the community have other suggested strategies here while I’m waiting?

[GSzabados (Gabor Szabados)]

Is the Hub part turned on?

Otherwise look at this topic:

Can't add Samsung devices in SmartThings

Hi. Second post for me. Living in our third house now, and working on my third generation of smart home. I don’t remember what I used in the first house. Second house was all HAI automation panel, sensors, and switches. Now we’ve moved and bought a house, and I’m adding Leviton Decora WiFi switches on many lighting circuits (“simple” circuits, 3-way, 4-way, and 5-way), and have multiple Samsung devices to add. Trying to add Samsung Zigbee outlets, Multipurpose sensor (Zigbee), and Motion sensor (Zigbee). House has a SmartThings mesh WiFi network with six Samsung WiFi mesh routers, so I have very good coverage throughout. When I try to add a device (like an outlet), it says that I don’t have a hub in the system, though I was 5 feet from one of the routers, and “Use SmartThings Hub” …

Last time it was advised to contact support…

[matt ((Possibly not the Matt you're looking for))]

Thanks for the link. EDIT: Having looked at this, that fellow’s Hub was identified as “Inactive” in the IDE, whereas mine is identified as “Disconnected.” (However, if I attempt to add a device, as that user was doing, I too receive a ‘no hub in your system’ error message. Which makes sense, because the IDE regards my hub as disconnected.)

The hub part is powered. I’m uncertain what is meant by “turned on” since the WiFi mesh routers do not have a manual power switch. It is connected to AC power, and transmitting network traffic (or I wouldn’t be able to submit this post!) Is there some virtual on/off switch for IoT in some Settings menu that’s I’m unaware of?

[JDRoberts]

Did you check the status page for smartthings? There have been multiple device control issues over the last two days, many people were affected by an outage.

Platform Issues with device control, loading locations, automations and login (February 5, 2020)

The service status looks green/up on the site, but I can’t sign in and got kicked out of the classic app. I get an error when trying to log in. The Samsung app reports all devices as down or no status. Anyone else having the issue?

In any case, contacting support sounds like the best idea.

[matt ((Possibly not the Matt you're looking for))]

Thanks, JD.

I wound up emailing Support. To close the thread on this – though I had previously disconnected and power-cycled the unit, the Support team recommended disconnecting Ethernet and power for at least 30 seconds. I considered saying ‘I already tried that’, but I had not in fact waited 30 second. To my surprise, after disconnecting the hub and waiting, that resolved my problems.

Perhaps I didn’t leave the hub disconnected for long enough the first time around.