V3 Hub won't connect to Samsung server due to new network

General Discussion Other Hubs
1

I have a SmartThings Hub V3 (Model IM60001-V3P01, MAC 28:6D:97:7B:CA:54, Hub ID 721a8050-9d23-43d0-b283-e0916cfcd98d, Firmware 000.061.00006) that is showing a solid blue LED and will not connect to the SmartThings cloud after a home network reconfiguration.

The Hub has a valid DHCP IP address (currently 10.0.0.102), can be pinged from other devices on the network, has full internet access, DNS resolves Samsung servers correctly (account.smartthings.com resolves to 3.12.82.244), and port 443 outbound to Samsung is confirmed open. All network-side troubleshooting has been exhausted.

SmartThings Advanced still shows the Hub’s Local IP as 192.168.1.104 (its old address) and has never updated, indicating the Hub has not successfully checked in with Samsung’s cloud since the network change. Ping and Reboot from SmartThings Advanced both return “hub may be offline” errors.

All 23+ devices and automations are still configured and I want to avoid a factory reset. Can you force a cloud-side re-registration or reset of the Hub’s cloud connection without wiping device pairings?

Samsung Account: tjones4852@gmail.com

2

Definitely do not reset. Let it stay up and running. Staff will be available online tomorrow to assist.

3

So it has been working before you made changes to the network.

Nobody can help you if you don’t tell us what was changed.

4

Its been working for years and my router failed so we replaced and changed the ip ranges. I cant get the hub off the old range so I changed the ip to use the old and cant to it either.

5

Maybe a stupid question, but have you power cycled the hub?

Is it connected via Ethernet (highly recommend) or WiFi? Try connecting it through the other method.

6

Yes, power cycled multiple times including 60 second full power off. Hub is connected via Ethernet and has been the entire time. Will try WiFi connection now.

7

Hub has always been ethernet only, no WiFi credentials stored. Removing ethernet causes Hub to go offline entirely with no fallback. Any other suggestions for forcing a cloud re-registration without factory reset?

8

Hi @TJONES4852

Provide the Hub logs through the my.smartthings.com:

  1. In the my.smartthings, enter “your hubs”
  2. Enter the corresponding Hub
  3. Click on “Dump Hub Logs”
  4. Change the reason for requesting hub logs if needed
  5. Click on “Dump Hub Logs”
  6. Confirm that the request is submitted
    Note: If you have more than one Hub, the name of the one involved in the issue.

Send it to build@smartthings.com