Z-Wave and Zigbee switch no longer working

Devices & Integrations
1

Help - I can’t get my zwave or zigbee switches to work on SmartThings. Very strange as I haven’t changed any settings.
Only been abroad and noticed they won’t work when back. Doesn’t work via Alexa or the SmartThings app or the website. I can see the devices but just can’t turn on/off. There’s no connection path?!

Pics of the two drivers.

Any ideas what to do pls? (I need specific instructions/ guidance on what to do)

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2

Its possible its related to issues myself and others others are having currently. Today all of my devices that run locally on the hub (which would include zigbee and zwave devices on Samsung drivers) stopped working. Anything that depends on a cloud connection still works. See if this thread fits your situation All Z-wave devices just stopped working - #11 by StonegateGuy

3

Hi @nirajshah31

Our engineering team asked for some additional information in order to begin the investigation.

  1. Date and approximate time on when this happened
  2. Submit the hub logs as soon as you notice the issue.
  1. In the Advanced Users app, enter the “Hubs” section
  2. Enter the corresponding Hub and click on “Dump Hub logs”
  3. Confirm the process by clicking on “Dump Hub logs” again in the pop-up.
  4. You’ll get a green box at the top confirming the Hub logs were requested.
  1. If you have more than one Hub, the name of the one involved in the issue.
  2. Finally, open support access so we can get the corresponding Device’s IDs and see other properties of the hub:
  3. 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
  4. Enable support access to your account:
  1. Go to the SmartThings Web (my.smartthings.com)
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. 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.

See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Support

4

hello- re-starting this support request…

I can no longer see the Zwave switches (Fibaro single switch 2) in the smartthings APP. I have reset them, tried to exclude (doesn’t recognise) and tried to add them so many times. just doesn’t work.

I have Enabled support access to my account

i’m lost at how to add them

i have the v2 hub. do i need to upgrade any drivers…??!

here’s some pics of the settings

  1. If you have more than one Hub, the name of the one involved in the issue. - ONLY ONE HUB
  2. Finally, open support access so we can get the corresponding Device’s IDs and see other properties of the hub: I THINK I HAVE
  3. 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 - - IT’S THE SAME - WILL DM YOU

thanks

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5

did you ever get the Zwave devices working? how did you solve… ? thx

6

ST Staff are no longer monitoring the Community Forjum so you will need to reach out to Customer Support through the app or other contact methods available in your region.

Have you tried rebooting the hub in AWA or power cycling the hub and removing batteries if using? Have you run z-wave repair? Have you tried power cycling all your main powered z-wave devices?

Note.. if you can’t exclude a device, you will not be able to add it.

7

Hi - I’ve finally managed to add but I’m not sure I have the right driver for the fgs213

how can I know for certainty the driver is correct and working?

Thanks