Z-Wave Devices Not Responding on Aeotec Hub

Devices & Integrations
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Hi everyone,

I’ve been using the Aeotec Hub with the SmartThings app to manage my smart home. Recently, I’ve encountered a problem where all my Z-Wave devices stopped communicating with the hub. Zigbee and Wi-Fi devices are working perfectly, but Z-Wave is completely unresponsive.

Here’s what I’ve tried so far to troubleshoot:

  1. Disconnected the hub from power and restarted it.

  2. Turned off all electricity in the house and powered circuits back on one by one.

  3. Performed a Z-Wave repairing via the SmartThings app.

Unfortunately, none of these steps have resolved the issue. Has anyone experienced a similar problem or has suggestions on what else I can try?

Thanks in advance for your help!

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You should open a ticket with SmartThings support. My opinion (based on reading threads here, not backed by any strong evidence) is that the Z-Wave security patch which Samsung has admitted to applying at the last firmware update has caused problems with a lot of Z-Wave devices. Samsung has admitted to problems with older Schlage Z-Wave locks but maybe it’s more than that. Here’s the link to the thread on Schlage locks:

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Been there, done that. Blamed it on Schlage not keeping up.
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Thank you so much! Very interesting, and I wasn’t aware of that…
How do I open a ticket at smartthings support?

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In the app, select Menu at the bottom menu, then choose Contact Us.

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I’m from Israel. There is no support for SmartThings hub here and no one here know nothing about Z-Wave… Can you please share a link for SmartThings support where I can fill in a ticket and someone will actually read it and reply back. Aeotec have such thing here:

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ok here is an update…
So as I was instructed by the aeotec support, I did a hard reboot in order to force the hub to re-update itself.
The app successfully detected the hub, and it began updating the hub’s firmware. However, the update process reached 99% and then displayed an error.

Despite the error, it appears that the hub is now connected, as the Z-Wave modules no longer show the “broken cloud” symbol, and the app seems to recognize all devices.

That said, a new issue has arisen: while I can see all the connected devices (Z-Wave and Zigbee), I am unable to interact with any of them. When I attempt to control lights or blinds through the app, nothing happens physically in the house. The app shows a “thinking” animation, but no actions are executed.

Any ideas?
Omer

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And… they are all offline again and not reachable. Both the Z-Wave and the Zigbee