See if you can check the firmware version by setting it up in the SmartThings app. If it’s the current version, delete it in the app, disconnect it from the Ethernet, connect it to the other location and do a factory reset!
Ok I have it in its wireless location plugged in and “connected”. Apparently it disconnects and I have to jump start it by entering into the “settings” and “change WiFi” and for whatever reason just doing that puts it back into “connected mode” but fingers crossed it doesn’t drop the connection again.
Firmware version 000.056.00011
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You can just factory reset it now and set it up with the Ethernet connection.
The most important thing is that the firmware is up-to-date.
Sadly it disconnected again. So I did the factory reset with the Ethernet connection and then I have to relocate it so it can not stay connected via the Ethernet it has to work wirelessly and so far that is not happening. I have to come back to this later.
Ok the hub is installed into the app with current firmware.. the same as I posted earlier. I can’t add any devices to the hub. I did reset my modem firewall settings back to normal. None of my devices are visible to pair regardless if I search for it via a scan or do manual set up by finding the device and going through the set up walk through.
For what it is worth the hub just lost connection again… this feels an awful lot like the google chrome cast issue but at least they fixed the issue. This issue is looking to be a systemic problem because the hub just keeps disconnecting and now it is bricked and won’t pair with any devices.
It would be helpful if you’d tell us which devices (make/model) can’t be added.
If your SmartThings hub is connected via WiFi, make sure that it’s not too far away from your router. Ethernet is always better than WiFi.
Thank you for your help. Would you happen to have an idea if there is still a direct internet log in interface to view all of the hub commands? I have t needed to access that in years but when I logged into the Samsung website I didn’t see any way to access that hub interface anymore.
The hub itself doesn’t have a web interface, but the cloud has:
I’m just going to say this once and then we can focus on solving my issue - what an absolute embarrassment that this came to pass, and congrats on unbelievable mismanagement of the situation. If you know you’ve sent out a bunch of devices that are essentially fancy paperweights, RECALL THEM. Don’t make thousands of people go through all this hassle ffs. As you can see it’s not exactly conducive to building good will, or making Samsung seem competent and reliable.
I seem to be suffering from this issue and I think I need a replacement hub (ST v3 hub, bought ~ a week ago, S/N 501100139). I’ve been trying for 2 days to get this stupid v3 Hub connected and it’s only by chance I came across this thread.
No matter what I try or how I try to configure my router/home networking environment, it gets up to ‘Registering your device’ step in the app then sits with a solid blue light.
I’ve tried:
- factory resetting the device at least 30 times over the last 2 days,
- tried both WiFi and Ethernet probably at least 20 times each,
- checking the ST web interface (never anything there to remove),
- deleting and reinstalling the ST app ~5 times,
- tried setting up port forwarding, port triggering, DMZ, disabling SPI, and I guarantee you, any other step you can think of mentioned in ST guides/forum threads.
My router (Mercusys BE9300) does not allow setting up access control at the port level; I’ve tried setting up a port forward for the NTP port to a different device, that’s the best I can do.
I’ve tried capturing logs using the USB method above, but pressing the factory reset button never causes lights to FLASH magenta, and there’s no logs on the device. I only see magenta (solid) after a full factory reset.
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For the guys that managed to get it to 99% installing updates then stalling. How did you fix this?
@kriminal I’m pretty sure that’s an app/UI bug, it happens about 10-20% of the time the installation hangs. If the light is solid blue, it’s not actually updating, regardless what the app says.
I get a solid blue light though (not green) when I reboot the device.
Can an Admin please contact me and view my .enc log file?
Solid Blue → Hub is claimed and connected to the network, but has no internet or server connection.
Try swapping between WiFi and Ethernet.
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Some food for thought here. the issue might not be the hub it’s self! I am looking at my ISP as the real problem not the ST hub. First off My GUI troubleshooting shows a constant failed DNS#1 and #2 and more importantly and probably the real mass issue for people is that within my new modems advanced settings is a sub category “cyber security”. I didn’t have any issues with my hub until after my ISP issues started and I installed the new modem. My ST hub had the most up to date firmware but continued to be unreachable and kept being dropped from my network. I have turned off the cyber security and I have not dropped from my network. I am on hold with my ISP to further investigate this issue.
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The last time I used wifi to go through the process and that’s how it’s setup now.
How do I switch between wifi and ethernet now?
If I am to remove the device from Smartthings app, I have to do a hard reset to get the Alternating Green and Red lights and go through the whole process again?
In the app, tap on your hub and tap on the 3 dots in the upper right and select Settings. There should be an option for WiFi or change WiFi .
So it’s no longer necessary for the phone and the hub to be on the same network branch? 
It’s been a while since I checked that.
Under settings I can change wifi (not ethernet) and have done that but the light still says solid blue. On both Ethernet and WiFi.
Do you think that getting to 99% everytime ‘installing updates’ means it’s all good, it’s just a UI problem? I’m not able to block port udp 123 without buying an expensive router with more granular control so I’m thinking that this updating in the UI is false, and not updating at all and that is the issue. Why should I buy a $300 router just to be able to get this device to work and then it’s not evenb guaranteed to work.
I don’t know what to do. It seems like staff don’t contact or even care to help.
Do you have my friends that may have a network that you use to connect your hub to get the firmware update and claim your hub?