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