Troubleshooting SmartThings Hub 2018 and Aeotec Hub

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247

Hi, I have the same issue as others, getting Error Code: 33-504 while connecting my Samsung V3 Hub. I have the log file, waiting for your DM. S/N: 3011073975 -hubv3. I am using a Virgin Media Router (Sagemcom -Model: F3896LG-VMIE). Please help to restore my SmartThings HUB. Thanks a Million

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@Itati

Dear Support Team,

I have the same issue as others, getting Error Code: 33-504 while connecting my Samsung SmartThings V3 Hub. I have the log file, waiting for your DM. S/N: 3011073975 -hubv3. I am using a Virgin Media Router (Sagemcom -Model: F3896LG-VMIE). Please help to restore my SmartThings HUB.

Thanks a Million

Dr Noman Shaikh

249

Hi @Dr_Noman_Shaikh

Please send them to build@smartthings.com

250

Sent

Many Thanks

251

I have V3 hub and have tried everything in this thread without being able to get my hub connected. I have also got a copy of the hubs log files. Can you please advice where to send log files and let me know how to proceed?

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Hi @Sam_Taheri
Please send them to build@smartthings.com

253

Dear Support Team,

I have the same issue as others, getting Error Code: 33-504 while connecting my Samsung SmartThings V3 Hub. SN 4021240445

254

Hi. I am having issues trying to get the hub v3 set up. I have tried all the troubleshooting steps and still not able to download the updates to get the hub completed. Can somebody from Smarttings dm me with nexts steps please

255

Could you please send us the hub logs by following the steps previously shared?

Please send them to build@smartthings.com

256

I am unable to get the logs using USB or even on the web portal. Nothing happens when I plug in a fat32 usb drive and press the reset button once. Please advise next steps

257

Please send me a DM. It’s not possible to block the port i my router. I’ve tried the Parent control solution, but without any luck. Tried both wifi and ethernet. Factory reset the hub several times. The hub still doesn’t update and never connects to the network.

258

just checking:

  • in parental control - you blocked ntp.org
  • reset hub and onboard it in the app
  • once the hub is added in the app go to parental control and remove the block on ntp.org
259

Yes… but it cannot be onboarded as i never downloads the new firmware. It just stays on 0% downloaded. I also blocked alle the danish ntp urls as I’m in Denmark

260

remove the block at that point and wait

and you are seeing the solid yellow led on the hub when resetting?

261

Yes … I see the solid yellow

man. 19. jan. 2026 kl. 17.54 skrev jkp <notifications@smartthings.discoursemail.com>:

262

Not sure if ST staff will be online today as it is a Holiday in the States.

tagging @Itati @nayelyz

1 Like
263

Hi @Jens.H.E

Could you please send us the hub logs by following the steps previously shared?

Please send them to build@smartthings.com

1 Like
264

Hi @Itati
I’ve pulled the logfile and sent it as requested

1 Like
265

I bought a Vodafone Aeotec Smart Hub (IM6001-V3P22) manufactured in 2021 probably never opened, when I tried to add it to SmartThings I got error 33-504 (even with ntp.org blocked on router blacklist). I don’t have a router that can block UDP 123, so I proceed in this way:

  • block URL “ntp.org” on router’s black list (I don’t know if it’s useful)

  • use a Windows 11 notebook, connected to the same router via wifi

    1. open windows firewall → advanced security → outbound rules → new rule → port → UDP, remote port 123 → block connection → apply to all (domain, private, public) → name it → end. Leave open the advanced security window for later.
    2. set up a hotspot on the notebook (click status bar on right side, scroll down where the hotspot mobile button is) with its own password. Obviously the PC must stay awake during the entire process.
    3. connect a smartphone to the Windows hotspot and check if internet works.

  • reset the hub, pressing the reset button on the back with a pin and then power up it, waiting until there’s a blinking green / red light.

  • open smartthings on the smartphone, add hub manually via add partner devices, aeotec, smart hub (IM6001-V3P), QR code.

  • select the aforementioned hotspot wifi as connection and wait, the device should start to download the update of around 115mb.

  • after the download process, it starts installing the update, in this moment I disable both the rule created earlier (on windows 11 firewall advanced security window) clicking right → disable rule, and the url blacklist on the router.

  • the installing process goes until 99%, stays stuck for a minute or two, and then the operation finishes with the hub showed as connected on smartthings.

  • after checking if it works, for example adding some smart device, you have to change the wifi using the smartthings app on the smartphone, clicking the hub → 3 dots in the upper rightside → setup → change wifi, repeating the process as at the beginning, but this time choosing the main wifi connection you want to use. Then you can disable safely the wifi hotspot on windows 11.

Hope it helps :slight_smile:

3 Likes
266

We have the same issue.