Hello, I’ve been unable to exclude or add new Z-wave devices on my V2 hub for going on a year now. All the existing devices are working fine though. When attempting to run a Z-Wave network repair, it never completes. I’ve contacted support through Samsung’s online system a couple times now, but both times I was eventually forwarded to higher level support where I ended up waiting in a chat for hours with nobody ever coming to talk with me and no follow-up via email either. Is there a method to determine where the trouble/corruption is and force-remove any problem devices myself to correct the issue? I have a couple new Z-Wave switches I’d really like to get added to the network, and some others I’d like to replace if I can ever get the old ones removed and start adding new ones again.
Hi, @Xenrid
Since you mentioned having prior communication with Customer Support, did you get a ticket number so I can ask my team to check some details about the work already done in the investigation? If you did, please share it with us.
I used the online chat option both times, and went from the chatbot to a person, but never got a response or chat log via email. They may have given me a ticket number at some point in the process, but I’m not finding any record of it on my computer. I’ll look to see if I’ve written something down when I get home this evening. If there is some sort of support log I can check via my Samsung account, please let me know.
@Xenrid
Could you please enable support access on your account so we can review some details?
- Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM.
- Enable support access to your account:
- Go to the SmartThings Web (my.smartthings.com)
- Log in to your Samsung Account
- Select Menu (⋮) and choose Settings
- Toggle on Account Data Access
- Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
More info about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support
Unfortunately, I wasn’t able to find any ticket number. I’ve re-enabled account data access for SmartThings support and attempted to add and exclude Z-Wave devices again this morning, with the inability to make it work as usual. I also attempted another Z-Wave network repair. Please let me know if there is info I can provide that will be helpful. I’ll attempt to contact Samsung support again sometime in the next few days and see if I can get a new ticket number or if they can give me any previous ones.
Could you please try adding a device again and, right after that, send us the Hub logs?
This will help our team review what’s happening during the process.
Provide the Hub logs through the my.smartthings.com:
- In the my.smartthings, enter “your hubs”
- Enter the corresponding Hub
- Click on “Dump Hub Logs”
- Change the reason for requesting hub logs if needed
- Click on “Dump Hub Logs”
- Confirm that the request is submitted
Note: If you have more than one Hub, the name of the one involved in the issue.
Also, please don’t forget to share the exact timestamp (including the time zone) when you send the command.