Smartthings v3 hub solid blue light. Cannot add device to ST app

General Discussion
1

Hello everyone - I am really desperate for some help trying to add my smartthings hub v3 to the app. Currently it is stuck in blinking blue (when unplugged from LAN), or in solid blue when the LAN is connected.

I have the hub connected to a NR5103EV2 router and assigned the hub a static IP address. I have seen some mentions of opening specific ports but I cannot see how this is done or test it. The router page allows ports to be setup but it also asks for source/destination IPs which I am not sure of. Would it need to be the smartthings IP?

On the https://my.smartthings.com/advanced/hubs site it says I have no hubs.
I have tried to soft reset and hard reset the hub. The hub will go through a series of lights which suggest it is downloading and applying firmware, magenta light blinking, then solid magenta and then goes into blue blinking and then solid blue light. I can never get it beyond this stage to the point where I can pair it.

If I scan the devices QR code in the app it says it needs to be in pairing mode and suggests I reset the device. I feel like I have exhausted all options and have a defective device. Is there anything I can do?

Thanks in advance for any help, I will be happy to clarify any details if needed.

2

What steps did you take to reset?
New or used hub?

3

For the soft reset, held in the reset button and then plugged in the power. Released reset when the yellow light started blinking.

For hard reset, same process but held until yellow blinking light went to solid yellow and then released.

I’m the original owner of the hub but it hasn’t been used for some time and I have changed internet providers/routers in a home move since owning.

4

solid blue indicates - Hub is claimed and connected to the network, but has no internet or server connection. But you already knew that. Follow the steps provided in the troubleshooting link below. If you are still unable to connect, switch over to wireless to see if that gets you up and running at least. Then work on Ethernet… perhaps a new Ethernet cord is needed or different port on Router. Last resort, contact ST Support. in the app, tap on Menu and select Contact us to find what is available in your region.

5

Is there a way to switch over to wireless? I cannot see the device in the app so I have no way of forcing it to use a wireless network.

6

try this guide:

7

I think that requires the device to be in the smartthings app, which mine isn’t.

8
9

Sorry, I can’t follow this guide as the device is claimed. Do I need to send the serial number of my device to samsung to unlink it from an old account or something?

10

reach out to Support if factory resetting doesn’t help when setting it up. did you have a previous account with different email address? if yes, contact Support and they will resolve it for you.