Smartthings sth-etc-250 cannot add device

General Discussion
1

our hub STH-ETC-250 is online but can not add any zwave device. any help?

2

Go to the Advanced Web App find your hub and check the status of the z-wave radio.

Also brand/model of devices you are attempting to add.

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3

our hub is online, we tried to add Samsung Refrig, Honeywell Zwave thermostat, Kwikset door lock, none of them success. reset the hub couple of times but still :frowning:

5

For Z-Wave devices, it’s worth doing an ‘Z-Wave exclude’ with your hub before trying to add to your hub.

6

we did a Z-Wave exclude, it came back with message : " no devices were deleted. Try following the manufacturer’s instructions again, or force delete a device."
we did not have any devices bc we can’t connect any.

Zigbee

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This hub does not support Zigbee.

Z-Wave

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This hub does not support Z-Wave.

Thread

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This hub does not support Thread.

7

did not find anywhere : status of the z-wave radio

8

I believe it is labeled z-wave availability now.

9

Where are you seeing this?

What is the firmware version on your hub? You can find that info in the Advanced Web App or in the ST app, tap on your hub tile, tap the 3 dots in the upper right and select information. Note: do not post a screenshot of that screen since it contains your serial number.

My first thought is perhaps you should perform a full reset of your hub. But I recommend you contact ST support to look at your hub first.

10

home hub page said:
Zigbee

Jump to Top

This hub does not support Zigbee.

Z-Wave

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This hub does not support Z-Wave.

Thread

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This hub does not support Thread

very strange

11

verify the model number
 STH-ETC-250 or STH-ETH-250?

12

it is STH-ETH-250

13

factory reset the hub → if you are setting it up as a new hub
 factory reset is not going to mess you up.

here is the procedure for a hard reset of a V2:

  • unplug the power cord but leave ethernet plugged in
  • Remove the batteries if using.
  • Insert a pin in the reset slot on the back of the hub
  • While continuing to press the pin in the reset slot, insert the power cord
  • When you see the solid yellow on the led on the front of the hub
 remove the pin from the reset slot
  • Wait about 10 minutes until it contacts ST servers and downloads any needed firmware.
  • Add hub to ST app for the hard reset within 30 minutes to avoid the timeout or else you need to repeat

you can contact Support, if you want, before proceeding but you don’t know how long that will take. factory reset, add the hub back and report back if it is able to add devices.

14

The Samsung fridge is a different story as it would be a cloud-to-cloud connection to your ST account and not to your hub. You may want to provide the model number for it. Someone else in the community would need to assist you with that.

15

Did all but no success. will contact support. Thank you very much for all help. Much appreciated

16

We can pair Samsung Refrig via app. Main things is Z-Wave as we had thermostat, door lock, lights

17

what is the firmware version of the hub? is this a used hub you purchased?

18

I could not find any where that show hub firmware, go to my hub-info , it only show s/n and Mac address.
I bought brand new from Bay

19

[quote=“mygears, post:18, topic:285396, full:true”]
I could not find any where that show hub firmware, go to my hub-info , it only show s/n and Mac address.
I bought brand new from Bay

20

you should remove the image you posted since it shows the serial number on your hub :slight_smile:

I believe I know what the issue is but you need to contact Support to confirm or help you resolve the issue if it is something else.

I have seen this issue 3 or 4 times this year. It is most likely a hub that never received a firmware update from 2018. That update changed the servers the hub contacts when it boots up. So now, your hub is connecting to the old address that no longer is in use. Your hub has no path now to get to the current address needed so it will never receive firmware updates. While you can connect it (for some users) to the app
 you can’t use it. The serial number is always empty in the app or Advanced Web App. ST support can confirm or if it is another issue, they should help to resolve.

If it is out-dated hub that I mentioned, I would recommend returning it and getting your money back.

1 Like
21

Thank you very much for all your help. Much appreciated