Troubleshooting SmartThings Hub 2018 and Aeotec Hub

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226

Hello,

Thank you for your offer.

You folks really should have a database where we can look at serial numbers and determine date of manufacture, and let users know what firmware it went out the door with. That would probably remove a lot of drama for customers.

Although, you should have a program where people can simply send in their hub and get the firmware updated at your facility. This is what Apple would do. (Trust me, I know.)

227

Hi.

I am having the same problem with my device. It is IM6001 V3P22.

S/N 4021230319

I have Vodafone internet and hub doesn’t support port blocking therefore I had to try blocking NTP servers using parental controls but it hasn’t worked.
Can you please help with the issue.

Thanks

228

Hi Itati

I am having the same problem with my device. It is IM6001 V3P22.

S/N 4021230319

I have Vodafone internet and hub doesn’t support port blocking therefore I had to try blocking NTP servers using parental controls but it hasn’t worked.
Can you please help with the issue.

Thanks

229

Hi @Suhaib1976

Could you please share the Hub logs with us by following the steps below?

  1. Insert Fat32-formatted USB drive to the USB slot on the back of the hub.
  2. Press and release the reset hole on the back of the hub.
  3. Hub LED will blink magenta while copying logs.
  4. After the Hub LED returns to normal from magenta blinking, extract the USB drive and connect it to a PC.
  5. File name will be “logdump_xxxx.tgz.enc”
  6. Leave a comment in this thread and we’ll send you a direct message (DM).
  7. Then send the package via direct message (DM) to our SmartThings support team.
230

Hi

I will do it in the morning. Thanks

231

Hi!

I have tried various solutions, including blocking Port 123 UDP and NTP servers. However, I am still receiving Error 33-504 when trying to add SmartThings Hub V3 (IM6001 V3P03) (S/N 5011100996).

Please advise. Thank you!

232

I had a similar experience, using a Cudy TR3000 Travel WiFi Router.

First I added the local UK ntp.org domains to parental controls, web filter, blacklist and also in advanced settings, security, domain filter.

Then factory reset hub, started to flash red/green, add device, partner devices, aeotec, smart home hub, scanned qr code on hub, download started.

At about 50% of download I disabled parental controls and domain filter, download got stuck on 99%.

After a while hub was flashing blue so I closed and swiped ST App and pulled power out of the hub.

Powered on hub and hub started with firmware 58.10 and working.

233

Hi,

I have 2 SmartThings Hub 2018 (IM6001-V3P) and I went through all the steps like resetting and disabling UDP port and nothing worked for me. I attached the log files for each hub.

S/N-3011220339

It gets stock at the downloading page 0%

Error: 33-511

logdump_20251006_210456.tgz

S/N-3011135779

Error: 33-504

logdump_20251006_205949.tgz

Looks like new users can’t upload attachments. Please see the files from the link:

234

What country are you in and what router do you have?

235

Hi Andrew,

I’m in USA and I am using Xfinity router.

I disabled the advance security on my router, and I added UPD 123 for localhost which is my router. It didn’t work.

Your help is appreciated.

Thank you

236

Hello, I was hoping you can help me. I have gone through the process and have the logdump file.

237

Finally worked!!!

I updated the SmartThings App on the phone and deleted the UDP port on the router which I created earlier and disabled the Advance Security again on the router and it worked!

238

Ive already get the log, waiting for your DM.

239

@Luis_G @jimbo1184

Please send them to build@smartthings.com

240

Sent, thank you!

241

For those of you with AT&T Routers, this is how you want the router confugured to get past this issue (see photo). Don’t forget to restart the router for the changes to take effect. After your ST Hub has connected to the internet and updated itself, add the new Hub to ST via your phone. Once it is part of your ST network, be sure to go back to your AT&T router and disable the UDP Port 123 drop rule you just created, and reboot the router again.

AT&T Router Screen
AT&T Router Screen846×653 85.5 KB

244

It took me a few tries, but I finally succeeded :slight_smile:

246

To SmartThings support,

Like many others on this thread, I cannot connect my hub (Aeotec Smart Home Hub V3) to the internet for the initial setup. I have had the hub (S/N 3021664552) for a while but never attempted to set it up until recently so I believe I am experiencing the issue related to the pre-installed certificates. I receive Error Code 33-504 when attempting to connect the hub to the internet.

To resolve the situation, I have attempted to follow the instructions described by this troubleshooting guide by connecting the hub to the internet/router using an Ethernet connection as well as Wi-Fi, done multiple hub resets, and also attempted to block/disable UDP Port 123 on my router but have been unable do this (i.e. block Port 123). I do not believe my Router (Reyee RG-E5) has this capability (at least it is not straightforward).

As many other comments in this thread have suggested, I pulled the log dump from the hub in preparation for direct communication with SmartThings (or Aeotec) support. Will someone please contact me? Thanks.

Ryan