I’ve tried all the troubleshooting tips on this thread and the hub still will not connect.
SN- 4021223616.
Wait your answer. I have logs and screenshoots of configuration in my router.
Thanks in advance
Please send them to build@smartthings.com
So now what?? Should I consider the hub as bricked?
Hi @Jens.H.E
We haven’t received the hub logs as previously requested. Without those logs, we’re unable to properly investigate or determine what’s happening with the hub.
Could you please share the hub logs so we can take a closer look? Once we have them, we’ll be able to provide more accurate guidance.
Thank you.
Hi Itati
I’ve sent the logfiles on january 18 and you replied on January 21.
but since the I havn’t heard from you.
Kind regards
Jens H. Eriksen
ons. 11. feb. 2026 kl. 16.56 skrev SmartThing Developer Support <notifications@smartthings.discoursemail.com>:
I did send a previous response with some troubleshooting steps for you to follow. However, I didn’t receive any reply or confirmation from your side indicating whether those steps worked or not.
It’s possible the message didn’t come through on your end, so no worries. We can definitely continue from here.
Please let me know if you were able to try the steps I shared.
Yes I did a factory reset several times. No luck
Kind regards
Jens
ons. 11. feb. 2026 kl. 18.23 skrev SmartThing Developer Support <notifications@smartthings.discoursemail.com>:
Hello, I am located in Norway and I purchased a brand new Aeotec SmartThings Hub v3 from Elkjøp.
I am unable to complete setup.
I consistently receive the following errors:
33-504, 12-002, 33-101
I have already:
tried multiple networks
tried 2 aeotec new hubs
factory reset multiple times
attempted blocking NTP servers as Aeotec suggested
My router (Altibox Norway) does not allow proper blocking of UDP 123, so the workaround cannot be completed.
Aeotec support suggested that SmartThings engineers may need to manually activate the hub if firmware certification is out of date.
Hub serial number: S/N:4021285252
Manufacture date on box: 2023.01
Could a SmartThings engineer please check and activate this hub?
Thank you very much.
Could you please send us the hub logs by following the steps previously shared?
Please send them to build@smartthings.com
Trying everything that people have suggested for the smart things hub, no joy, here is the name and model number of my router. Icotera, model i4882-01
Hi, I’m trying to set up my new hub, but in the process it gets stuck at Installing updates… 99% while the hub is blinking blue. The hub is connected through ethernet and UDP port 123 is blocked. I have tried to reset and do the setup many times. In the app I usually get 33-504 or 33-702 errors. Please let me know what else I could try.
Which hub do you have? After onboarding the hub in the app, are you removing the block?
It’s an IM6001-V3P22, the onboarding gets stuck every time with red/green flashing until the 30 mins timeout, after that it is flashing blue.
Right after adding to the app, remove the block… do not wait for it to complete
1 Like
Hi, I sent an email a few days ago, can you help me or do I have to return the product? thanks!
Hi @Rotea_Marian yes, we received your email.
The team is currently analyzing the hub logs as part of the investigation. As soon as we have more information or an update to share, we’ll let you know.
It’s working now, thanks! While I was figuring out how to block NTP, I also set up DNS over HTTPS on my router which must have interfered with the setup process.
2 posts were split to a new topic: Cannot install V3 Hub
@Itati Yes I did a factory reset several times. No luck
Kind regards
ons. 11. feb. 2026 kl. 19.23 skrev SmartThing Developer Support <notifications@smartthings.discoursemail.com>:
A post was split to a new topic: Devices going offline. Requesting access to the Hub’s Beta firmware group