I have an old SmartThings Hub, model STH-ETH-200 (I think AKA 2015) since 2016. I had tried to turn on a light via the app and it turned out to be offline, along with 9 other devices (out of 31). So I power cycled the Hub which had a green light. When I plugged it back in, it never got back to a green light, staying at flashing 3 small blue leds and now the app had all devices offline.
Looking in the community seemed people were solving similar issues with a factory reset requiring to start all over which was something I wanted to avoid if possible.
In the past (last time 2019) I found support@smartthings.com responsive but, earlier this year there was an email saying that this address is no longer being monitored. It referred to another address, but it appears that only newer versions are supported.
However, I found a page that talks about both factory reset as well as reboot for Hubs. Regarding rebooting for older Hubs it says “For other issues or offline SmartThings Hubs, a reboot may be necessary. Follow the specific reboot instructions for your hub model, which can vary between V1, V2, and V3 models.” But there are no links to any instructions.
So I started a chat with the Automated Assistant (bot) and it says “If our AA can’t answer it, we will connect you to a human.” I was able to get it to connect me with a human who said " for Smart things support, please contact Smart things team at 866-813-2404. (9 am to 6 pm Pacific time, Monday through Saturday)."
I called, talked to a nice woman who explained how to reboot my Hub. Unplug both power (and remove the batteries if you have them) and ethernet, and maybe replace the ethernet cable. Then reconnect everything. So I did that and not too long after I had a green light and all was back to normal.
Generally the recommended procedure when you encounter connectivity issues:
reboot the hub and wait to see if the issue resolves itself
perform a soft reboot which again only resets the network settings of the hub and wait to see of the issues resolves itself (you may want to ask questions on the community forum first or ST support)
I personally never recommend a hard reset except for instances where the hub was already reset by a user. DON’T RESET - contact ST Support or ask the Community. Hard resets don’t always fix the issue and may cause more headaches for the user (may face same exact issues or not able to get hub reconnected).
reboots, soft or hard resets do not always solve every single issue
Always contact ST support.
Phone support is not available in all regions. Anytime you need Support - tap on Menu in the app and select Contact us. It will show all contact methods available to the user.
here is the procedure for a soft or 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:
for soft reset: the flashing yellow on the led on the front of the hub… caution: remove the pin from the reset slot (do not continue holding the pin in or you will lose everything - if you see the solid yellow then you have performed the hard reset)
for hard reset: 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
Thanks for the information about the advanced web app. I don’t think it would have worked for a reboot for this situation because the hub was not communicating to my router, so no internet connection.
Also, the reboot steps given to me by the support agent, which worked, did not include pressing the button.
