Took me a while to find the Welcome Code (didn’t realize it had a battery cover, under which was located the code and serial number).
But I enter the Welcome Code and still get “Can’t connect - network or connection error” (or wording to that effect)
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Uninstalled app. Reinstalled app. iPhone. Android. All the same issue.
I’ve reset the unit multiple times, tried connecting the ethernet directly to telus router, connected to eero hub, connected to multiport switch, etc. Light is green.
Clearly software issue, so what’s the workaround?
Ask for a new code. Post in the following thread with your hub serial number. Note @nayelyz usually only works on week days and next week is Christmas so there is no telling when she may reply. You can also contact Support through the app and request the code. Tap on Menu and select Contact us.
I have two STH-ETH200 which have been used on 2017for experiments. I want to use them again for my PhD project and I cannot connect them to the app, shows device offline. I also cannot add them to the app as well. An error appear ‘try again later’. What should I do? all reset and get a new welcome code? I don’t have the welcome codes.
Yes. They were purchased for two test houses experiments and after 2017 they haven’t been used. The serial number for one is 4000103972. I can provide the serial number for the other one tomorrow.
Unfortunately I am going to give you some bad news but ask that you contact ST Support to verify. You can contact ST Support though the app by tapping on Menu and selecting Contact us.
The bad news … in 2018, SmartThings pushed out a firmware update that changed the server addresses that the hub connects to for firmware updates. If your hub never received that update then there is no way your hub can get newer updates and is therefore a brick at this point. The old servers have since been discontinued.
Reach out to ST Support and let them look at your situation.
Please let us know if the Customer Support team helps you out. If they don’t, we can ask the engineering team to check if that hub is trying to talk to the updater server.
I also have the same device eth200, which is a second-hand one. I have the welcome code. When binding, it prompts a network error. Resetting the device through the official method is invalid. This device has not been updated with firmware. It should be a very old device. Can you ask your engineers to handle it? The sn is 3000190565
I have a STH-ETH250 that I bought for my MIL because I know ST well as I have one already at my home. When trying to set the new unit up for her I get an error after entering the welcome code. I did confirm that the welcome code matched under the battery cover so that wasn’t the issue.
I’m thinking because this unit has been inactive for a while that the firmware/software is too old to connect to the ST server. It seems like this has been the issue for others and @nayelyz has been able to push an update. Hoping you can help me out as well.
not sure where you got that info. → You need to contact ST Support first. What @nayelyz has mentioned was she can contact the engineering team to try and determine which updater server a hub is connecting to. If it points to the old (no longer available) updater then the hub can’t get the needed firmware and it can’t be pushed to a hub so it would be useless. In that case, return the hub and get a refund.
Hi, @j3brown1. Welcome to the SmartThings Community!
Indeed, our team can only help to know if the Hub can still connect to the platform.
If the Hub was inactive since before 2018, it means it didn’t receive the important update for it to be able to connect to the platform.
Also, something important to note is that, if it’s a second-hand device, it might be still connected to the platform in the other user’s account which can also show an error after entering the Welcome Code.
We can check that out for you if the Customer Support team hasn’t replied to you. We only need the Hub’s serial number, please.
Ok, so this hub was claimed on Jan 10th 2018, so, I’m hoping it can connect to the platform.
Please follow these steps to remove it from the platform so you can claim it in your account:
Press and hold the red button at the back for 30 seconds. Release when the LED changes to solid yellow. Ensure the hub remains connected to power and Ethernet.