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.
I have an STH-ETH-250 that I purchased from eBay trying to help a friend whose hub died and I am having very similar issues. I don’t know how long it sat dormant but I did the full reset and at the end I don’t get blinking red/green but rather a red and then, for a short period, blinking blue then solid blue. The blinking blue stops when the physical network connection comes up. I have access to my router settings and I can see that the router is online with an ip address. I read an article about trying to boot but not allow access to ntp which would keep the hub from realizing that the certificate has expired to I tried that to no avail. My guess is this hub has old server addresses so I will try support and see if anything is possible. Truthfully, it doesn’t seem like it would be that hard for Samsung to bring a server online with the old addresses. I’ll update this after I get more information and help.
I went through this process this morning with no change. Reset the hub, blocked ntp and went through the app to try and connect. Once the ethernet cable is attached the blinking blue will go solid and when the welcome code is entered I get a “network or server error” I will try and use wireshark to look at the network traffic as the lights in the back show something and maybe I could ascertain where it is trying to go. This is very frustrating. I had another hub which I returned but at least that one got a green light.
I will reply again shortly with the welcome code and serial number of the device to see if there is anything at all we can do.
Set up wireshark but because I have a switch, not a hub, I only see broadcast traffic. That being said, the hub has activity but I cannot see where it wants to go.
This is some saga.
Bill
Saga continues. On the phone with Smartthings support and went through the reset process. Support is able to see that this device was “claimed” around 2018 and stated that the reset process should allow me to claim it. However, there was no change. Another thread said to try and block port 123 (NTP) which I did with no success. I read an Aeotec article about ports that should be open and one interesting one was port 37, which turns out is an older time protocol port. So, I will block both 123 and 37 in my router and try again. Also, still attempting to find a way to monitor port traffic to see exactly what protocols and server ip this is trying to access. As an aside, had conversations with Aeotec support to get the status of their newest hub and they are having delivery issues to the US. This is some crazy and embarrasing cluster and it sucks for people with an investment in alot of monitoring and switches in the home. Anyway, just venting, and more to come.